Andy Netzel

SVP, CX Strategy Director KeyBank Inc.

Andy is the SVP, 360° Measurement & Impact at KeyBank. He has 15+ years’ experience leading analytics-driven marketing, customer insights, and cross-functional teams with a focus on driving business impact. He sits on the enterprise Experience & Design team driving change at scale across both the consumer and commercial banks. KeyBank is a so-called super regional bank, one of the top 20 largest banks in the United States and a member of the Fortune 500. 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 actions. He’s been recently tasked with driving scale in the research function, standing up a behavioral research practice and identifying KPIs for all active design work. He’s a change agent who has routinely been tasked to build and lead cross-functional teams to solve lingering problems. While Andy has worked at a bank for the past seven years, he’s also worked in marketing cyber security, improving vacuum cleaner design, shaping the experience of buying personalized gifts at the mall and even used census data to optimize an ice cream truck route. He lives in Ohio with his wife Margie and two children Emily (19) and Clark (11), and he spends his weekends cheering on Arsenal in the English Premier League.

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