Andy Netzel

SVP, CX Strategy Director KeyBank Inc.

As SVP, CX Strategy Director at KeyBank, Andy is a Certified Customer Experience Professional (CCXP) who turns customer feedback into organizational change. He’s an analytics-driven senior marketing and business leader experienced in managing and executing traditional marketing, digital marketing, PR, communications, writing and branding. Andy searches for customer insights in traditional CX places (ethnographic research, NPS, journey mapping) and by reading between the lines in both business data and customer activities. He’s a change agent who builds and leads cross-functional teams, building bridges to accomplish bigger organizational goals. An authentic storyteller, Andy is a customer advocate, client and customer Experience champion. He’s also an agile advocate and Certified Scrum Product Owner.

DAY ONE – December 2, 2025

4:10 PM PANEL DISCUSSION: Aligning Processes Across Business Units for Better Efficiency and CX

For many FI’s, onboarding and other key customer processes remain fragmented across business lines. While some uniqueness is justified, most experiences—like onboarding—are largely similar. So why are they still being built in silos?

In this session, hear how organizations are working to shift their mindset and pushing for enterprise-wide coordination. Learn why prioritizing horizontal integration can unlock efficiencies, create a seamless customer experience, and lay the groundwork for stronger cross-sell opportunities and improved customer lifetime value.

Identifying common CX pain points caused by internal silos
Understanding the organizational hurdles to aligning business unit priorities and incentives
Discovering how better integration can unlock efficiencies and drive meaningful cross-sell growth

DAY TWO – December 3, 2025

12:45 PM THE CX LEADERSHIP ROUNDTABLES (4 roundtables)

Grab a seat at the table and take a deep dive with your peers on a topic of interest. This is the perfect opportunity to learn how others are working through challenges and implementing strategies to take CX to new heights.  Walk away with fresh ideas to implement right away. Among the Topics:

Table #1: How to Apply CX principles to the Commercial Banking Customer

Moderator:

Andy Netzel

SVP, CX Strategy Director

KeyBank

Table #2: Strategies for Engaging Employees to Elevate the Customer Experience

Amy Terry

Sr. Director Advisor Soultions Field Experience Enablement

Northwestern Mutual

Check out the incredible speaker line-up to see who will be joining Andy.

Download The Latest Agenda