Aaron Jake Dela PazHead, Operations & Contact Center – Loyalty Division
Heads-up the operations group of Cebu Pacific’s Loyalty Division (GetGo) and has been with the company for 3 years having started and built the program from scratch together with GM. Has extensive BPO background managing IT Distribution supporting Local (Philippine) and foreign (North America) market. Previously managing operations, transition and implementations supporting sales, customer service, technical support & now for airline loyalty rewards programs supporting both customer channels voice (inbound/outbound) and non-voice (chat, email & others) transactions. Was doing Training and Development with ePLDT (PH largest telco) dealing with ISO certification processes and management (T&D) & Six Sigma methodologies (yellow/greenbelt).
11:15 AM PANEL: Modern Approaches to Delivering a Seamless Omni-Channel Experience in Contact Centres
- Best practices in building, delivering and measuring an omni-channel experience
- Leveraging technology to integrate voice and non-voice channels and develop a ‘single, consolidated view’ of customers
- Addressing the challenges of ensuring service consistency across channels