Speakers

 

A 25-year expert in client strategy, Eddie Lopez serves on the Truist Experience, Journeys and Service Design (XJSD) leadership team as SVP, Director of Journey Architecture and Business Relationship.  In this role, Eddie and his team of journey architects define and align client journeys with business goals, ensure client experience transformation supports enterprise objectives and the delivery of seamless journeys that build trust and deliver meaningful impact.  In his role as a Business Relationship Leader, he maintains partnerships with internal business leaders to champion digital change demand and governance.  He leads a cross-functional team that focuses on alignment to corporate and organizational goals, business outcomes and the execution of optimal experiences.

Eddie joined Truist in May 2022 and recently served as Director of Small Business Client Experience and Segment Integration.  He oversaw multi-channel enablement, integrated relationship management, and client experience/VOC improvement.  Under his leadership, Truist Small Business reached new high marks for overall satisfaction, Net Promoter Score, digital adoption and multi-product usage.

Previously, Eddie was VP of Customer Experience Strategy for Wells Fargo Merchant Services guiding multi-channel experience enhancements and integration with business banking.  On the Customer Experience Leadership Team for Freeman, the global leader in live events, Eddie evolved the customer insights program and supported major customer initiatives while driving significant expense savings.

For 13 years, Eddie was the lead management consultant with Ipsos, one of the world’s largest market research firms.  He worked with executives at America’s top companies to help them develop and execute winning customer experience strategies. 

Eddie is a Certified Customer Experience Professional (CCXP) and Customer Experience Specialist (CXS).  He is an active member of the Customer Experience Professionals Association (CXPA) and serves as Chair of the 2026 CXPA Inclusive Customer Experiences Committee.  Eddie holds both an MBA in Strategic Marketing and a B.S. in Services Marketing from the W.P. Carey School of Business at Arizona State University.  A dynamic presenter, he delivers keynote speeches each year banking and client experience conferences and is a featured speaker and panelist for the ASU Center for Services Leadership.  For 25 years, he has been an ASU Alumni chapter leader and donor for the ASU Leadership Scholarship Program.  Eddie serves on the Truist steering committee for Blood Cancer United (formerly Leukemia and Lymphoma Society) and has held leadership positions in INROADS, Toastmasters International and the City of Scottsdale Human Relations Commission.

A native of Globe, Arizona, Eddie and his wife Anne reside in Uptown Charlotte and have three sons.  He enjoys spending time with his family, playing golf, volunteering, and attending local theater and sports.