Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy

How do you modernize customer experience in a legacy industry without losing the trust it was built on?

That’s the challenge Allison Landers, Chief Experience Officer of Banking and Lending at UBS, is solving every day.

In this episode of The Modern Customer Podcast, Allison shares how UBS is scaling digital banking while preserving the high-touch service clients expect—and why CX is not just about delight. It’s about protecting relationships and earning loyalty at every step.

Inside the episode:

• Why UBS expanded into credit cards and mortgages
• How journey mapping helps fix what matters most
• What it takes to lead CX across legacy systems and siloed teams
• Why modern CX leaders must be relentless operators—not just visionaries

This is a must-listen for CX leaders navigating complexity, scale, and rising expectations.

Listen now!

Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today’s Customer.

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