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Customer journeys in banking are more complex—and more critical—than ever. On CX Day 2025, join an engaging panel of financial services leaders who have been in the trenches and know what it takes to get journey management right. Richard Keeler, VP of Experience Design at First Command, and Strat Parrot, VP, Design Director of CX UX at First Horizon Bank, will sit down with Ania Rodriguez, Founder & CEO of JourneyTrack, for a candid conversation on the journeys that matter most today, the pitfalls to avoid, and the proven practices that drive measurable results.
This interactive session will explore:
- Which customer journeys demand the most attention right now, and why
- The “Dos” and “Don’ts” shaping consistent, personalized banking experiences
- Practical takeaways and lessons learned from leading financial institutions
Expect straight talk, a few stories, and insights you can put into practice immediately. Whether you lead CX, digital, or innovation initiatives, this is one conversation you won’t want to miss.
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