|Tim McElligott Blog|
TELUS' Borghesi To Keynote B/OSS Customer Experience 360
When your title is senior vice president of Customer First Culture, you better be able to bring it when it comes to the customer experience. Carol Borghesi has done that for TELUS, Canada's second largest service provider, and she's going to bring it to the B/OSS Customer Experience 360 conference in Washington, D.C., on April 25th as our keynote speaker.
Providing a quality customer experience is, as Borghesi says, a team sport. And working as a team is much more than a corporate mission statement in this case, it is a corporate imperative. It requires a coordinated effort among network-facing, system-facing and customer-facing segments of the business. It also takes new approaches to interdepartmental communication and process flows and to one of today's biggest challenges: how to manage big data.
Borghesi will discuss the importance of collaborating along these lines using examples from successful efforts at TELUS to create its Customer First Culture and lead into the seven-step agenda of B/OSS Customer Experience 360.
This conference will follow seven steps required for providing a measurable customer experience, beginning with identifying the touch points and continuing through collecting data, incorporating analytics, communicating the info across operational silos, measuring performance, responding with informed actions and a case study that demonstrates the benefits of a customer-experience strategy.
Carol Borghesi has 29 years of telecommunications experience spanning three continents. She rejoined TELUS in 2009 and accepted the newly created role of senior vice president – Customers First Culture in 2011. Borghesi is now the driving force behind the evolution of TELUS' corporate culture.
Her career has taken her from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, and now back to TELUS — all very different markets and scales of operations. She also served as chair of the CCA (U.K.'s contact center association) and is a recognized expert in contact centers and customer experience design.
At Bharti Airtel, Borghesi was director of Customer Service, a role that included carrier, corporate, business and consumer operations for wireline and wireless. She implemented several major systems, including CRM, as Airtel grew from 26 million mobile customers to more than 60 million. At BT she ran a telemarketing operation of 7,500 people serving 22 million customers. She also led BT's largest customer management transformation program.
She is a graduate of the marketing management program from the British Columbia Institute of Technology (BCIT). Her career honors include BT Leadership Awards (2001 & 2003), Canada's Top 40 Under 40 (1997), Marketing Executive of the Year (1996), and Who's Who of Canadian Women (1995). At TELUS, her passion is to make customer experience a competitive advantage.
And at B/OSS Customer Experience 360, she will set the tone for a informed and real-world approach to creating your customer experience strategy.