Press release
BOSTON – March 4, 2025 – Bain & Company has appointed Eduardo Roma to lead its global Customer Experience (CX) solutions. This move enables the firm to build upon its long-held position as the industry leader in customer centricity.
“The CX industry is at an important inflection point,” said Eduardo Roma, Bain & Company’s global head of Customer Experience. “While the core principles of loyalty have endured, the evolution of generative AI and shifting customer expectations demand new strategies. Bain has redefined how businesses gather, analyze, and act on customer feedback, pioneering innovative tools and early adoption of AI-driven solutions to transform engagement. I look forward to partnering with our clients to ensure they remain at the cutting edge as this dynamic field continues to change.”
Eduardo, a 16-year Bain veteran, is a partner in Bain’s London office and currently leads the firm’s Customer practice in Europe, the Middle East, and Africa (EMEA). He brings more than two decades of experience in the customer and financial services industries, advising CEOs and their teams on issues including sales and marketing, digital transformation, innovation, and operating model design. In this new position, Eduardo will remain focused on his clients in addition to playing a leadership role across the global practice.
“Bain has long set the standard for how companies build loyalty and capture value, and we’ve continuously evolved to stay ahead of the curve,” said Darci Darnell, head of Bain & Company’s global Customer practice. “Eduardo’s leadership, deep industry expertise, and strategic vision made him the ideal choice for this role. His ability to drive CX transformation, adapt new technologies, and connect the latest solutions with evolving market needs will be instrumental in this new chapter of our firm’s client offerings.”
Editor's Note: For more information or to arrange an interview, please contact: Katie Ware, Bain & Company, tel. +1 646 562 8107, email: katie.ware@bain.com.
About Bain & Company
Bain & Company works with leaders worldwide to solve their toughest challenges and deliver enduring results. Since 1973, we’ve partnered with clients, including private equity and portfolio companies, to build the capabilities they need to stay ahead of change and help them redefine their industries. We measure our success by our clients’ success, and we proudly hold the highest levels of client advocacy in our field.
Bain is consistently recognized globally as one of the best places to work. We operate as one global team, uniting strategists, industry and functional experts, technologists, and advisors with a vibrant ecosystem of technology partners.
Notes to Editors
Bain & Company was founded in 1973 and today has 19,000 employees across 67 cities in 40 countries. We have worked with more than two-thirds of the Global 500 and more than 9,000 companies worldwide. Bain has pledged to deliver $2 billion in pro bono consulting to nonprofit, public-sector and charitable organizations by 2035. The firm is consistently recognized as a Leader in major analyst rankings across multiple areas, including digital business, innovation, strategy, experience design, customer experience, and carbon-zero transformation.