Héctor Garcia Tellado

General Manager, Dynamics 365 Frontline Applications Microsoft

Héctor Garcia Tellado is the General Manager for the Frontline Applications suite in the Cloud and AI engineering team at Microsoft, overseeing product management and engineering. This portfolio includes Field Service, Resource Scheduling , Remote Assist, Guides and all the frontline copilot initiatives. In his 10-year tenure at Microsoft, he's had multiple leadership roles in Business Applications and Azure. Prior to Microsoft, he spent several years in IBM Software in their Lab Service teams serving the EMEA region. Hector holds an BS in Physics from University of Vigo (Spain) and an MBA from MIT Sloan School of Management (Cambridge, MA).

MON, May 6: Deep-Dive Workshop Day

8:15 AM Chair Opening Remarks

8:50 AM PANEL The Customer Journey: Revaluating and Remapping Your Service Workflows to Optimize Automation Tool Adoption and Enhance CX

Reviewing and recalibrating your service workflows periodically ensures your customer journey is logical and frictionless to the customer. Ensuring seamless integration of automation tools that empower both your team and customer interactions is a vital piece of the puzzle.

Session highlights include:

Redefining the customer journey: Explore how evolving customer expectations necessitate a holistic reevaluation of service workflows. Learn to align processes with customer touchpoints for a seamless, personalized journey.
Strategic automation integration: Discover the art of selecting and integrating automation tools to enhance efficiency and customer engagement. Gain insights into evaluating tools that resonate with your organization's unique needs.
Change management and adoption strategies: Uncover proven approaches to drive successful automation adoption. Navigate potential challenges and learn to rally your team behind transformative changes.
Enhancing customer-centric workflows: Learn techniques to design workflows that prioritize customer needs and how streamlined processes directly translate into enriched customer experiences.
Measuring Impact and Iteration: Understand key metrics to assess the success of your transformed workflows so you can continue to fine-tune and perpetuate an evolving cycle of improvement.

Panelists will share their invaluable insights on how to adapt, innovate, and chart a course toward exceptional customer-centric service. Join us to navigate the transformative intersection of automation, workflows, and customer journey excellence.

Check out the incredible speaker line-up to see who will be joining Hector.

Download The Latest Agenda