Customer Advocacy: Putting Customers at the Heart of Your Business
Thursday, April 23rd, 2020
Mario Asiain-Diaz has over 20 years of experience in telecommunications services. Following a recent reorganization at Ericsson, where he was in charge of global services strategy development and implementation, he was selected by the COO to lead MediaKind’s customer operations in Canada, US and Latin America.
In his presentation, Mario will discuss his new role and how he conceptualized and secured executive approval to establish the customer operations function across four distinct regions in Latin America. He will walk us through the process that helped him achieve a 35% reduction in operating costs and improvements in project delivery and customer response rates. Key takeaways include:
-Analyzing your existing operational and field service ecosystem to identify room for improvement and business growth
-Turning around unprofitable project delivery to achieve increased project profit margins
-Continuously delivering YOY profitability growth and customer satisfaction