Customer Experience

Welcoming new member David Uriarte

Umbrex is pleased to welcome David Uriarte with Horvent. David Uriarte, former BCG consultant, has an outstanding track record of achievement in customer experience, business management, digital transformation and development in travel & leisure and other service industries. Senior international advisor, entrepreneur and executive with more than 20 years of relevant experience. Digital and people passionate, optimistic, flexible, with a strong strategic vision and leadership in high growth business.

Managing Partner in Horvent Advisory Services and Partner of GuestPro (Leading new generation SaaS to manage hotels). He is also an Associate Professor in Service Management at Toulouse Business School and The Valley of Digital, Mentor at Conector Travel Tech, BTS, Startupbootcamp IoT & Big Data and at The Cherie Blair Foundation for Women and Strategy Advisor at Hacks/Hackers Barcelona.

He previously held executive positions in PGI Management, Pierre Vacances Center Parcs and Barceló. David holds an MBA at IESE/ Georgetown University, a Business Degree in the University of the Basque Country.

David also paints horizons in his freetime. Do not hesitate to check his instagram page @horizontem.art

David is based in Barcelona Spain and is happy to collaborate on projects in Spain and travel industry worldwide.

The Strategic Advantage of the Contact Centre

February 28, 2020

 

This article from David Burnie’s company blog identifies the value of the contact centre, and how it helps to prevent customer attrition. 

The contact centre is a necessity for any mid-large size organization. It is where customer inquiries are handled across multiple channels, such as the phone, email or live chat. It is a bustling place of energy, activity and collaboration and often a starting point for many who want to forge a career in corporate.

When built and supported the right way, the contact centre can be a highly engaging and interactive environment. Palpable energy can be felt if you were to walk the floor and observe employees in action. It is a place of discovery, learning and, most importantly, the hub of customer information. No other place in a company can provide the same insights regarding how customers are feeling.

 

Points covered in this article include:

  • Why contact centres are undervalued
  • How to prevent employee and customer attrition
  • How to leverage the full value of the contact centre

 

Read the full article, The Value of Contact Centres, on the Burnie Group website.

 

Flagging Functional Issues

 

Carlos Castelan shares how to improve the customer experience and team collaboration.

In today’s world where change is one of the only constants, we often hear of companies undergoing a transformation to reinvent themselves and revitalize their customer offerings. This is a natural function of the organizational life cycle where companies grow and organize in a variety of ways along the way, including around services or products. However, in focusing on efficiency and processes to enable scale, organizations lose some measure of tight collaboration and team agility that comes from regular innovation. So, how can companies avoid having to regularly undergo transformations? One way successful businesses do this is through the identification of gaps in team collaboration through a Customer Correction tool that allows teams to find opportunities and cooperate to improve where disconnects may be occurring and resolve issues before they impact customers.

 

Points covered include:

  • How to facilitate team conversation
  • How to get ahead of functional issues

 

Read the full article, Leveraging Your Company’s Greatest Asset to Improve the Customer Experience, on the Navio Group website.