Yury Nabokov

In today’s volatile economic climate, CX leaders face mounting pressure to justify investments. With expenses up and executive teams scrutinizing every dollar, the ability to connect experience improvements to tangible business outcomes is more critical than ever. 

This panel explores how top financial institutions are quantifying the value of CX—whether through reducing costly call volumes, improving customer retention, or tracking metrics like client confidence and satisfaction. Learn how to tell a compelling story to your leadership by combining ROI data with persuasive, experience-driven insights. 

• Translating CX improvements into metrics that matter to senior leadership 
• Communicating both the tangible and intangible ROI of your CX programs 
• Building digital experiences that eliminate costly friction points

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