What does it really take to make customer experience a growth driver, not just a buzzword?

In this episode, Greg's joined by Era Ziroe, Senior Vice President and Director of Client and Employee Experience at KeyBank. With a career rooted in empathy-driven leadership and business acumen, Era shares how she’s reshaping CX from the inside out—building cross-functional alignment, breaking silos, and proving that the right experience can drive real business results.

From launching design-led strategies in complex organizations to using data as a competitive advantage, Era explains why personalization, transparency, and internal trust are the new cornerstones of customer-centric transformation. You’ll hear stories of meaningful wins, hard-earned lessons, and what it takes to build loyalty across generations—one intentional decision at a time.