CXFS 2018

July 10-July 12, 2018

Westin Copley Place, Boston MA


Gina Bhawalkar

Director of Customer Experience Research, VP
Bank of the West
Gina is the Director of CX Research for Digital Channels at Bank of the West where she leads the bank’s primary research, VOC and market intelligence programs. Prior to Bank of the West Gina served as CX Program Manager at Agilent Technologies and AVP of User Experience and Accessibility at Scottrade. At Scottrade Gina started the firm’s journey mapping practice and was thrilled to see this tool used both to drive CX improvements and to design future state experiences. She brought this experience to Bank of the West, leading the bank’s first customer journey map project. She has an MS in Human-Computer Interaction from the Georgia Institute of Technology and undergraduate degrees in Psychology and Computer Science from Trinity University.