Balancing Trust and Technology: Inside UBS’s Customer Experience Strategy
How UBS is modernizing client journeys, scaling digital banking, and preserving the trust that built its brand.
At UBS, balancing trusted relationships with modern technology means delivering high-touch service for longtime clients—while building seamless, in-app experiences for the next generation.
That’s the challenge facing Allison Landers, Chief Experience Officer of Banking and Lending at UBS, where she’s reimagining CX for one of the world’s most elite and complex client bases.
In this episode, Allison shares how UBS is balancing white-glove legacy service with the urgency of digital transformation—and why today’s CX leaders must design with both empathy and impact. Because great experiences don’t just delight customers. They sustain trust and build loyalty that protects the business.
Before joining financial services, Allison helped launch AOL’s iconic CD program. Now she’s leading the charge to modernize client journeys without breaking the advisor-client bond at the center of UBS’s model.
In this episode, we cover:
The real reason UBS had to launch banking products like mortgages and credit cards
How trusted advisors can unintentionally mask broken experiences—and why that’s risky
Allison’s journey mapping playbook to prioritize and scale what matters most
Why modern CX leaders must be relentless operators, not just visionaries
What it takes to lead transformation across legacy systems and siloed teams with sky-high expectations
This episode is packed with practical insight for CX and digital leaders navigating complex organizations where trust is earned, and every interaction matters.
Tune in now to hear how UBS is protecting its most valuable relationships while building for what’s next.
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