Customer expectations keep moving, but many enterprise CX programs still sit too far from the CEO and too far from value. In this CX Today interview, Nicole Willing speaks with Bain & Company's Jamie Cleghorn, Global Head of Customer Practice, and Eduardo Roma, Global Head of Customer Experience Transformation for Customer Strategy & Marketing Practice, about what it takes to reconnect customer experience across strategy, technology, and execution.
They unpack a practical blueprint built around a bold Customer Value Creation Plan, “transformation engines” that turn insight into action, and the culture and capabilities needed to sustain change. The conversation also explores how AI can speed up learning cycles, enable always-on customer signals, and support agentic workflows, without losing trust or the human element.
The conversation also digs into the operating mechanics: always-on customer signals, predictive learning, and agentic workflows that shorten cycles from months to days. The speakers challenge leaders to drop “call containment” thinking and design AI-supported service that feels fluid, trusted, and human.
If you are trying to move from siloed improvements to enterprise-wide growth, check out this conversation for a clear look at the mindset shifts, operating model changes, and day-to-day mechanisms that make CX transformation stick.
