As customer expectations become more fluid and complex, financial institutions need more than traditional feedback loops to keep pace. Visa is transforming the way it uncovers and interprets customer insight, moving beyond transactional data and static segmentation to build a more dynamic, nuanced view of today’s financial

consumer.

This session explores how Visa is harnessing advanced research methodologies to better understand evolving expectations across the full customer base, in today’s fast evolving economic environment. By embedding these insights into customer journey design, Visa and its partners are reimagining CX strategies that anticipate needs, personalize interactions, and build long-term relevance.

With a special focus on Gen Z, whose digital fluency, values, and service expectations are already shaping the next era of financial services, this session will also dive into what makes this generation distinct, and how BFSI organizations can adapt their CX architecture accordingly. Expect practical takeaways on building insight-driven, future-ready customer experiences.