Jose Vivar

Senior Vice President, Business Process Design & Transformation Bank of America

Innovative and seasoned transformation leader with over 30 years of success delivering enterprise wide change in major global financial institutions.

CX BFSI Exchange - Day 2

11:20 AM Think Tank Discussion: From Reactive Fire Fighting to Proactive Service Design

Too many service organizations are structured around fixing problems after customers complain. This session examines how leaders are redesigning service models to anticipate need, reduce friction and lower avoidable contact.

• Identify opportunities to shift from reactive support to proactive customer care.

• Learn how peers use data, journey insight and early signals to prevent service failure.

• Share ideas for reallocating service effort toward higher value, customer critical moments.

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

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