Aileen Burgos

Aileen Burgos

Vice President and Head of Customer Experience Management Globe Telecom

Agenda Day 1

10:20 AM Opening Keynote | From Voice of the Customer to Voice of Experience: Embedding Customer-Centric Design Across Channels at Globe Telecom

Exploring how Globe is redefining service strategy by aligning product, operational and frontline feedback to design experiences that reduce contact volume and build loyalty.

  • Building a cross-functional “Voice of Experience” framework by integrating VOC, operations and frontline feedback
  • Using Voice of Experience insights to influence service design and reduce avoidable contacts
  • Partnering with IT and data teams to embed customer intelligence into product and experience design
  • Shifting from reactive resolution to proactive experience improvement across hotlines, app, physical stores and digital communities 

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

Download The Latest Agenda

In Partnership With:

CCW Digital

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