Luis Fiestas de Fuentes

Head of Daily Banking & Lending BBVA S.A.

Day 1

17:25 Panel | Global Standards, Local Relevance: Designing Experiences That Flex Without Fracturing

Organisations operating across multiple markets, and serving diverse customer populations within them, must balance a clear, organisation-wide experience vision with local realities. Cultural expectations between countries, and demographic or regional differences within a single market, can shape how service is received. This panel explores how leaders can define core experience principles while empowering local teams to adapt delivery in ways that resonate with different communities, segments and environments.

Understanding which experience elements are non-negotiable and which are flexible
Empowering regional and frontline teams to tailor delivery to local contexts
Designing service models that respond to cultural, geographic and demographic differences

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

Download The Latest Agenda

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