Carmen López-Suevos is Customer Experience Director at Vodafone Spain. At Vodafone she has been responsible for outsourcing & offshoring call center operations and up- & cross-selling. Carmen has also been involved in the Group's Commercial Operations leading efficiency initiatives for the fourteen European affiliates of Vodafone and defining the group's customer management strategy as Head of Global Customer Management. She has been Director of Spain Consumer Care before becoming Vodafone’s Customer Experience Director.
From early in Carmen's career she gained broad experience working in consultancy where she led numerous projects in European telecommunications companies. Before joining Vodafone in 2002, she worked at mobile operator Yoigo as Director of Customer Management. Carmen holds a degree in Physics from the Complutense University, and an Executive MBA from the IE Business School.
Case study speaker
'Creating a customer-focus culture'
How to achieve valuable customer experiences when working with ten-thousands of vendors in hundreds of stores? This is the challenge Carmen is facing in her work as Customer Experience Director. Managing a large number of vendors, often working on relatively short-term contracts, makes customer-experience standards difficult to achieve. In fact, Vodafone Spain had one of the lowest customer-experience scores. But instead of abandoning outsourcing, the company decided to rethink the touchpoint strategy. Carmen led a successful internal change program. She will share her journey, the learnings and the outcomes.
Friday, October 6th, 11:30 am