Eduardo Roma
Partner,
EMEA Customer practice leader
About Eduardo
Expertise
Eduardo Roma leads the Customer Strategy & Marketing practice in EMEA and is a leader in the firm's Financial Services practice.
With over 25 years of industry and consulting experience, Eduardo has worked extensively in Financial Services across the UK and continental European markets. Recent case experience includes a customer experience, operating model and digital transformation for a leading UK retail bank.
He has deep experience in customer experience, strategy and performance improvement, advising CEOs and their teams on issues including sales & marketing, digital transformation, innovation and operating model.
Eduardo holds an MBA from London Business School and a BS in Production Engineering from Escola Politecnica da USP in Brazil.
Bain Partner Eduardo Roma shares four things banks are doing to ensure that customer episodes are simple, intuitive, and delivered with a human touch.
Recent Insights
- “Using AI to Build Stronger Connections with Customers,” HBR.org, August 2023, Article
- “Are UK Banks Cultivating Key Customer Relationships?,” Snap Chart, October 2022
- “Identifying UK Banks’ Most Valuable Customers ,” Snap Chart, July 2022
- “Will the Bots Love Your Customers?,” Brief, June 2021
- “Breaking the Bank: RBS Remakes Retail Operations Around Customer Loyalty,” Brief, March 2020