Michelle Fernandez-Castillo

Digital Experience & GTM Director Globe Telecom

Having gathered experience in varied industries such as cosmetics, tech, tobacco and telco, Michelle draws her innovative problem-solving ideas not just from market research, but also from a strong commercial background of extensive sales experience, front-liner management and countless hours of customer interaction. She has learned to understand various types of consumers whether they be in the mass, luxury or professional markets as she worked on brands such as Samsung, L’Oreal, Lancome, Maybelline New York, Marlboro, and now Globe Telecom as their Head of Digital Experience for the Broadband Business. She continues to hone her focus on customer centricity and is delving deeper into digital channels in order to best deliver simple, accessible and delightful customer experiences daily.

DAY 4 - MAIN CONFERENCE: 24 September

Thursday, September 24th, 2020

1:15 PM PANEL: Maximise Channel Engagement in an Omni-Channel Era

The way customers shop, how they consume information online, and how they engage with businesses through their devices, are changing. Companies need to adapt to new customer behavior and reshape their existing business models if they want to succeed in the marketplace.

• Putting the customer first – applying the concept of transitioning from product design thinking to experience design thinking

• Examine how best to steer customers to channels that fit their needs and purposes

• Discuss the importance of high channel engagement with thoughtful, personalised interactions for a successful omni-channel strategy

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

Download The Latest Agenda