Marek is leading Customer Journey transformation of Orange Polska for both B2C and B2B segments. His focus is to improve end2end customer experience over all contact channels and touch points especially by developing digital Customer Journeys supported by Artificial Intelligence. Marek started his career at Price Waterhouse (currently PricewaterhouseCoopers) where, for five years, he had been responsible for strategic and organizational consulting for the telecommunications sector. Since he joined Orange Poland in 2002, he has directed an armful of internal consulting projects and managed the implementation of new products, especially in the fixed broadband segment (eg. TVoDSL, VoIP, Livebox). Prior to being appointed head of strategy for B2B segment (fixed, mobile and data) in 2007, he had worked for France Telecom Technocentre in Paris. Since 2009, Marek has been responsible for the development of Orange Poland Sales and Customer Care area, which addressed both B2C & B2B segment with whole product portfolio. His achievements and performance at Orange Poland have led him to a new position of the Director of Business Market Customer Care. Over four years of managing almost 2000 people call centre operations Marek managed to increase sales in Customer Service, increase transactional NPS over 20pp and increased effectiveness by 30%. Recently Marek managed implementation of Speech and Desktop analytics and led Robotic Process Automation initiatives. As an expert in corporate & functional telco strategy, Marek masters a unique knowledge in program and project management, Business Intelligence and investment coordination. His managerial experience makes him believe in the value of leadership by example and everyday team development, while his positive and open-minded attitude helps him to promote & integrate change in his environment. Marek graduated from the Warsaw School of Economics and Warsaw University. He also holds an Executive MBA degree from the University of Illinois at Urbana Champaign.
As companies gathered comprehensive understanding of customer behaviors and journeys through traditional customer channels, they are now turning their efforts to digital touchpoints and striving to deliver the same level of insights across these increasingly important channels. This session will provide practical insights into the approach and key steps of achieving that:
· Defining your digital customer journey: What’s the method and approach
· What are the key steps to manage digital customer journeys
· How to leverage self-service, Chabot & Voicebot across your digital touchpoints
· What are the different analytical support to drive customer insights
· Speech/Text Analytics vs. AI & Machine Learning: What are the key lessons learned
· How to building the capabilities to drive end-to-end customer transformation