XM Knowledge Base
IN-PERSON EVENT
Customer Centricity Impact
Tuesday September 24, 2024 // 8:30 - 11:00 GMT+1 // Santander Academy Facilities - Santander HQ – Rua da Mesquita, 6, 1070-238 Lisboa
Join us for this in-person event co-hosted by Qualtrics and Izo Portugal, where we’ll explore the impact of converging Contact Center and Customer Experience initiatives on Customer Centricity. This convergence has exposed the richest source of consumer feedback to the approaches, best practices, and methodologies of Customer Experience efforts, allowing companies to make better-informed decisions.
Customer Centricity Impact
What you will learn:
- How Contact Center programs are evolving to drive greater value
- How to help Contact Centers transition to Experience Centers
- How to Leverage Gen AI to unlock additional value
Agenda:
- 8:30 – 9:00 // Registration & Breakfast
- 09:00 – 09:10 // Welcome & Introduction | Santander Executive
- 09:10 – 09:30 // The Santander Story So Far | Ricardo Mexia Leitão
- 09:30 – 09:50 // Omnichannel VOC Strategic Management – An IZO Customer Success Story | Pablo Fiestas
- 09:50 – 10:10 // The impact of adding CC to CX strategy | Francisco de Sebastián
- 10:10 – 10:30 // Practical Examples of AI boosting XM — What’s Next? | Pablo Mas
- 10:30 – 11:00 // Q&A and Closing | Francisco de Sebastián + Ricardo Lamy
Location:
Santander Academy Facilities – Santander HQ, Rua da Mesquita, 6, 1070-238 Lisboa
Speakers:
- Ricardo Mexia Leitão – Head of Client Satisfaction at Santander Portugal
- Pablo Fiestas – VP Experience Management & Innovation @ IZO Corp
- Pablo Mas – Senior Solution Engineering at Qualtrics
- Francisco de Sebastián – Qualtrics Country Manager Portugal & Spain
- Ricardo Lamy – CEO @ IZO Portugal & XM Advisor @ IZO España
time
08:30-11:00
location
Santander Academy Facilities – Santander HQ, Rua da Mesquita, 6, 1070-238 Lisboa