Konstantinos Fineskos

Global Head of Customer Service Centers Philip Morris International

Executive Access Only Day - All timings in CET

Thursday, October 29th, 2020

10:30 AM Deliver your global customer ambition and digital agenda through outsourcing, vendor governance model and relationship management

Kostas manages their customer service through 3 global vendors across 14 sites, housing 3,500 seats. It requires a solid governance model to balance efficiency, effectiveness, control and ultimate customer experience. Join this case study to learn best practices on implementing your global customer service strategies in a 100% outsourced environment:

·        Designing the customer strategy and implementing it across multiple sites around the world with high quality and standardisation

·        Developing an effective vendor governance framework to balance control, capability and performance

·        Driving your digital agenda with outsourced vendors: Moving from voice channels to digital channels to reduce call volume and improve high-value interactions

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

Download The Latest Agenda