Full Name
Eddie Lopez
Job Title
SVP, Hd. of Client Journey, Small Bus.
Company
Truist
Speaker Bio
A 25-year expert in client strategy, Eddie Lopez serves on the Truist Client Experience, Design and Innovation Team as SVP, Head of Client Journey for Small Business Banking. In this role, Eddie leads the Small Business Journey Team of journey architects and service designers who design solutions for Truist business clients and the teammates who serve them.
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, client experience/VOC improvement, plus the new bi-weekly Small Business Activators live broadcast to all Truist branches. 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 served a broad array of leading companies like Microsoft, Merck, Sony, Target, Allstate and Kohler. He has also been an internationally featured presenter on customer experience management.
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 on the 2024 CXPA Diversity, Equity and Inclusion 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. He is a featured Client Experience speaker and panelist for the ASU Center for Services Leadership. For 25 years, he has been an alumni chapter leader and donor for the ASU Leadership Scholarship Program. Eddie represents Truist on the Latin American Chamber of Commerce Charlotte 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 aged 24, 21 and 19. He enjoys spending time with his family, playing golf, cooking, and attending local theater and sporting events.
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, client experience/VOC improvement, plus the new bi-weekly Small Business Activators live broadcast to all Truist branches. 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 served a broad array of leading companies like Microsoft, Merck, Sony, Target, Allstate and Kohler. He has also been an internationally featured presenter on customer experience management.
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 on the 2024 CXPA Diversity, Equity and Inclusion 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. He is a featured Client Experience speaker and panelist for the ASU Center for Services Leadership. For 25 years, he has been an alumni chapter leader and donor for the ASU Leadership Scholarship Program. Eddie represents Truist on the Latin American Chamber of Commerce Charlotte 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 aged 24, 21 and 19. He enjoys spending time with his family, playing golf, cooking, and attending local theater and sporting events.
