Meghan Greeley

Executive Vice President, Customer & Transformation Enablement M&T Bank

CX Exchange for BFSI Day 2

9:40 AM Keynote Presentation: From Transformation to True Customer Centricity - A Journey of Lessons Learnt towards a Cultural Change & CX Enablement

Large-scale transformation only succeeds when it becomes cultural, not procedural. This session explores what it really takes to shift from traditional operating models to genuinely customer-centric organizations, drawing on real-world lessons from large-scale transformation journeys, highlighting both successes and hard-earned insights.

• Change management principles: How leadership behaviours and organizational habits shape customer-centric outcomes

• Lessons embedding customer centricity across the organization

• How to balance operational performance with cultural transformation

• Measuring what matters: linking CX improvement to behavioural and cultural change

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

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