Juan Manuel Caro Bernat

Director of Operations & Customer Experience Telefónica

Juan Manuel Caro is Director of Operations in Telefónica S.A. He holds a bachelor’s degree in Telecommunications Engineering from the Polytechnic University of Madrid and a master’s degree in Business Administration from EOI Business School.

He joined Telefónica Spain in 2001, holding different positions and leading transformation programs for Network, Operations and IT. In 2009 he was appointed to an Executive position within the CTO organisation of Telefónica Brazil, holding different roles such as network economic controller or transformation leader. In 2011 he was appointed to his current position within Telefónica HQ, and he is currently reporting to the Global CTIO.

His role includes corporate leadership in areas such as Customer, Service, Network, IT and Global platforms operations (technical call centres, field force, service operation centres, customer experience assurance, network operation centres, technical support, datacentres, infrastructure, rentals, power, video, M2M and others) and Network and IT deployments.

Conference Day One

Tuesday, January 28th, 2020

9:50 HOW TO DELIVER CONSISTENT CX ACROSS MULTIPLE SCREENS

When operators have to manage customers across various channels, platforms and screens, from offering wireless network coverage, to other OTT offerings, there can often be a disconnect when it comes to providing that seamless customer experience. Multiple touchpoints provide multiple opportunities for going above and beyond your customers’ expectations, but when it goes wrong, it can have serious implications for the satisfaction and loyalty of your customers. 
 
·         What strategies, solutions, and insights can be learned to truly maximise consistent, multi-leveled customer experience?
·         What mistakes and fracture points can be avoided?
·         How can you apply these to your day-to-day CX initiatives to try and alleviate some of these challenges?

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

Download The Latest Agenda