Roger Gagnon
Chief Experience Officer at PwC
Roger Gagnon is Chief Experience Officer, where he leads the firm’s Customer-Led Transformation practice across Experience & Marketing. With more than 20 years of global CX leadership, Roger has built and led award-winning teams that deliver innovative customer experiences for some of the world’s most admired brands.
He has spearheaded strategy and design programmes across financial services, insurance, telecommunications, and technology—helping organisations reimagine customer journeys, design new value propositions, and surface breakthrough innovations. His work spans markets from the UK to Asia and the Middle East, bringing bold ideas and measurable impact to clients worldwide.
Driven by creativity and a passion for CX, Roger is recognised for turning insights into actionable strategies that unlock growth and loyalty through exceptional customer experience.
Roger Gagnon
Chief Experience Officer at PwC
Roger Gagnon is Chief Experience Officer, where he leads the firm’s Customer-Led Transformation practice across Experience & Marketing. With more than 20 years of global CX leadership, Roger has built and led award-winning teams that deliver innovative customer experiences for some of the world’s most admired brands.
He has spearheaded strategy and design programmes across financial services, insurance, telecommunications, and technology—helping organisations reimagine customer journeys, design new value propositions, and surface breakthrough innovations. His work spans markets from the UK to Asia and the Middle East, bringing bold ideas and measurable impact to clients worldwide.
Driven by creativity and a passion for CX, Roger is recognised for turning insights into actionable strategies that unlock growth and loyalty through exceptional customer experience.
Sessions
From metrics to meaning: decoding the feeling economy
Designers map journeys, but customers live in moments. A distraction on a screen between meetings, a glance at a bank balance on the bus, or a quick scroll while the kettle boils. These fragments don’t unfold neatly or predictably. They arrive layered with emotion, shaped by context, and often carrying pressures that no blueprint or journey can fully anticipate.
To understand this more deeply, we asked 3,400 customers about the interactions that mattered most — the ones they acted on, told others about, trusted, and returned to time and time again. What they revealed were emotional and behavioural signals that lie between the clicks and churn rates on dashboards.
Growth Through Experience 2025 translates those signals into a practical tuning system: a shared language that helps teams design with more intent, and links what customers feel with what businesses value.
This session will show you where to start right now: how to articulate emotion in terms that resonate with leaders, recognise the quiet relationship between feelings and outcomes, and prioritise investments in the moments that matter most.
Because in the end, growth isn’t secured by what is mapped, but by what is felt.
Experience & empathy