Eae madrid hosts “dec fridays”: “effective attraction and loyalty: cx as a source of business profitability”.
Posted: Wed Dec 11, 2024 6:03 am
EAE Madrid hosts a new edition of the “DEC Fridays”, organized by the Association for the Development of Customer Experience (DEC). On this occasion, the event focused on “Effective Attraction and Loyalty: CX as a source of business profitability”.
This edition was moderated by Oscar Martín, from John Deere, and brought together leading experts in customer experience, including Óscar Carreiras, Director of Support and Customer Service at Axarnet; Eric Fernández, Global Customer Care Director at Byrd; Alberto Marcos, Operations Manager at Ironhack; and Armando de Lucía, CEO and co-founder of Kahuna & CRM.
Dec
Gema Medina, Director of Customer gambling phone number data Experience at EAE Madrid, was in charge of welcoming all the attendees. After Gema's words, the cases presented by the invited experts were presented, who shared experiences and strategies of their respective companies in the field of CX.
Axarnet's Óscar Carreiras addressed one of the main challenges facing the company: the discrepancy between the expectations promised to customers and the reality of the service received. To solve this problem, Axarnet implemented various tools and solutions, including data research and analysis, process automation, continuous team training and the implementation of feedback loops.
On the other hand, Eric Fernández, explained the challenges that e-commerce faces in relation to the expectations generated in the user and pointed out that “Each problem and incident can have a negative impact on the results, since we are pressured between the customer experience and the complexity of the services.” Faced with this, categorizing and prioritizing certain tickets was essential to improve byrd’s processes and, in short, the customer experience.
The event sponsor, Kahuna, closed this first section of the session with a presentation on the application of AI in the field of Customer Experience.
Dec presentation
Armando de Lucía highlighted the growth of this technology and the importance of having it when digitalizing companies. Linked to this idea, he said that digital transformation goes hand in hand with the cultural change of the company, which translates into 5 steps: Going beyond just implementing technology by changing the way decisions are made, focusing on communication and the company culture, creating clear roadmaps and plans, continuous change management with a flexible approach and continuous training of the human team.
After the presentations, there was time for both those in the auditorium and those who were streaming to ask the specialists their questions. The event concluded with a practical team challenge. The teams presented the challenges they had faced in implementing AI in their companies and the strategies they had followed to make it effective.
This edition was moderated by Oscar Martín, from John Deere, and brought together leading experts in customer experience, including Óscar Carreiras, Director of Support and Customer Service at Axarnet; Eric Fernández, Global Customer Care Director at Byrd; Alberto Marcos, Operations Manager at Ironhack; and Armando de Lucía, CEO and co-founder of Kahuna & CRM.
Dec
Gema Medina, Director of Customer gambling phone number data Experience at EAE Madrid, was in charge of welcoming all the attendees. After Gema's words, the cases presented by the invited experts were presented, who shared experiences and strategies of their respective companies in the field of CX.
Axarnet's Óscar Carreiras addressed one of the main challenges facing the company: the discrepancy between the expectations promised to customers and the reality of the service received. To solve this problem, Axarnet implemented various tools and solutions, including data research and analysis, process automation, continuous team training and the implementation of feedback loops.
On the other hand, Eric Fernández, explained the challenges that e-commerce faces in relation to the expectations generated in the user and pointed out that “Each problem and incident can have a negative impact on the results, since we are pressured between the customer experience and the complexity of the services.” Faced with this, categorizing and prioritizing certain tickets was essential to improve byrd’s processes and, in short, the customer experience.
The event sponsor, Kahuna, closed this first section of the session with a presentation on the application of AI in the field of Customer Experience.
Dec presentation
Armando de Lucía highlighted the growth of this technology and the importance of having it when digitalizing companies. Linked to this idea, he said that digital transformation goes hand in hand with the cultural change of the company, which translates into 5 steps: Going beyond just implementing technology by changing the way decisions are made, focusing on communication and the company culture, creating clear roadmaps and plans, continuous change management with a flexible approach and continuous training of the human team.
After the presentations, there was time for both those in the auditorium and those who were streaming to ask the specialists their questions. The event concluded with a practical team challenge. The teams presented the challenges they had faced in implementing AI in their companies and the strategies they had followed to make it effective.