Montserrat Padierna

Walmart Mexico, as Mexico’s leading retailer, serves millions of customers across diverse socio-economic backgrounds and multiple retail brands. With vast amounts of customer data, Walmex faced a challenge: how to unify huge amounts of data to form a deep understanding of customers and drive true customer-centricity throughout the organization. It was from this challenge that the Customer Office was born to centralize insights and break down silos while driving customer-centric, data-backed business strategies.

In this session, Montserrat Padierna, Customer Knowledge and Experience Lead at Walmart Mexico’s Customer Office, will share how Walmart’s largest international subsidiary takes an agnostic approach to data, integrating internal and external sources to build a deep understanding of customer behavior and illuminate pain points in CX. We will explore how this approach allows Montserrat and the CX team to drive customer-centricity across the business and deliver real improvements for customers.

Attendees will learn:

• Bridging the gap between data and customer-centric strategy: Learn how Walmex translates insights into action, ensuring data serves real customer and business needs.
• Breaking down silos to democratize customer insights: Uncover how Walmex overcame internal challenges to transform customer insights and make customer data accessible across departments.
• Driving CX innovation with an agnostic approach to data: Understand how Walmex leverages diverse data sources to uncover customer pain points and prioritize CX innovation