Eugene is a Global CX & Business Solutions Leader at Roche’s Global Pharma Strategy. He is a passionate Customer Experience advocate, an evangelist for all things #HumanCenteredDesign, and specialises in business transformation across complex and highly regulatedi ndustries.
Drawing on 15 years as a Customer Experience Strategist & Architect at global firms including Accenture, Citibank, Ernst & Young, andVisa, Eugene has successfully helped both private and public institutions drive operational excellence and build customer-centricproducts & businesses to achieve commercial excellence - with a focus in digital banking and customer engagement.
Trained at IDEO-U (Service Design) and with deeper knowledge in Communications and Psychology from Boston University, his work is builton the ethos of human-centricity as a competitive advantage. His session, “Decoding Desire: Translating Insights into Persuasive Behavioral Solutions”, will provide you a practical framework for teams to rapidly develop behavioural nudges to drive customer engagement.
Out of office, you will find him at the gym or practising yoga - attempting to attain his YTT-200 certification.
A structured approach to synthesising customer data into customer insights to drive behavioural change