Catherine Joyce Espinoza

Catherine Joyce Espinoza

Head of Business Process and Contact Center Shakey's Philippines

Pre-conference day

11:20 AM Case Study | Closing the Loop: Using Automated Feedback Systems to Build Operational Intelligence and Strengthen Customer Trust

Exploring how Shakey’s expanded its contact center mandate by embedding structure and intelligence into its feedback and recovery operations at scale.

  •  Unifying service operations across voice, social, delivery, franchise, and IT channels to eliminate silos, reduce friction, and streamline resolution
  • Rolling out “Project Sherlock”, a feedback automation initiative that enables real-time tagging, routing, and tracking of customer concerns
  • Transitioning public-facing customer feedback into a centralised, trackable recovery framework—boosting accountability, speed, and customer trust
The result: A more responsive, data-driven service ecosystem where every complaint becomes an opportunity to recover and improve. 

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

Download The Latest Agenda

In Partnership With:

CCW Digital

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