Today's CX Leaders must design customer experiences that make their institution stand out in a competitive landscape. With more than 13,000 fintechs active in the United States, modern CX leaders must view any friction point in their customer journey as a potential exit moment. Leading organizations are moving beyond reactive fixes by embedding customer-centric thinking into every team, process, and decision.

Hear from Caitlin Curran-Blaney, VP, Digital for RBC insurance as she's share battle-tested strategies to unify your organization around experiences that build trust, loyalty, and long-term relationships. Points discussed include:

• Uncovering customer journey pain points to identify quick-win opportunities
• Connecting employee priorities to customer outcomes by aligning KPI'S to NPS and other CX metrics
• Empowering CX champions across various business units to share best practices and drive organization-wide adoption