Ep. 245: Eduardo Roma When Effortless Digital Isn't Enough: Competing on Customer Relationships

The Net Promoter System Podcast by Bain & Company

May 1, 202531:37Business

Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes comp...

Related Episodes

Continue listening to more episodes from The Net Promoter System Podcast.

Ep. 262 Megan Riggs: From Farmers Market Fav to Supermarket Staple: How a Lean Juice Company Scaled Fast

Apr 9, 2026 - 41:31

Episode 262: What happens when a cold-pressed juice passion with humble beginnings in your own kitchen co...

Ep. 261 Andy Pierce: False Confidence at Machine Speed: How to Make Synthetic Customers Useful

Mar 26, 2026 - 40:03

Episode 261: What if you could use AI-generated customer twins to test value propositions, pricing, and d...

Ep. 260 Jeannie Walters and John Abraham: A Company with No Memory: When Your Systems Don't Remember the Customer

Feb 26, 2026 - 23:09

Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-up...

Ep. 259 Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase

Dec 4, 2025 - 45:06

Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outa...

Ep. 258: Charlon McIntosh & Melissa Pint Accountability is the Product at Frontier: "We Didn't Do Interesting. We Did Effective."

Nov 6, 2025 - 47:35

Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer t...