Pascal Gerard DANIEL is a customer experience professional and expert in developing and implementing business transformations in areas of sales; customer services; quality and operations. He is currently COO Customer Experience & Transformation for Nokia Asia Pacific & Japan and is responsible for scaling-up Design Thinking and continuous improvement practises as a tool to drive customer delight; employee engagement and helping clients to capture the value of 5G; IoT; automation and Industry 4.0. Pascal holds Design Thinking Advanced facilitation certification based on IDEO & Stanford school of Design curriculum; is Services Excellence coach from Up’ Your services and Lean Black Belt practitioner. He enabled thousands of people and leaders across 4 continents to develop customer-centric culture and is a regular keynote speaker on topics of services excellence; operational excellence; creative problem solving and customer experience transformation.
Businesses prioritise customer experience in every facet of their business, from how they build products to how they market to end users. But when it comes to investing in the employee experience, many companies have left a lot on the table.
• Discuss holistic approaches to strategic workforce planning, upskilling and reskilling to impact the customer experience
• Understand how to redefine performance metrics to enhance agent productivity and digital readiness
• Examine how to align people, processes and touchpoints to deliver seamless customer experience