Bernardo Meza

Senior CX executives navigate shifting economics, regulation, AI disruption, talent transformation and rising expectations - all while proving business value. Be a fly on the wall of a conversation on executive-level decision making balancing CX enhancement and prioritization, whilst facing the pressure to lower costs. Take back to your team actionable insights to:

• Define enterprise-wide CX ownership, influence and decision authority

• Balance short-term operational pressure with long-term brand and loyalty outcomes

• Embed CX into corporate strategy, investment prioritization and culture

• Identify what keeps CX leaders up at night - and what’s working

Despite rising digital adoption, many financial experiences still feel standardized, transactional and interchangeable. Customers now expect relevance in every interaction - not just product offers, but tone, timing, channel and support.

• Move from demographic segmentation to behavior, intent and life-event understanding

• Bring personalization into self-serve, mobile and AI-enabled journeys

• Use journey insights to identify where tailored moments drive loyalty and trust