The ESADE Alumni Marketing Club and the ESADE Alumni Family Business Club bring you this session about the main challenges facing brands as a result of the paradigm shift in customer service and customer experience, both of which inevitably focus increasingly on the online world and digital service.
What regulations govern this new online environment of customer experience? What new challenges must be taken into account? How does all this affect brand building?
Three keynote speakers from this industry will share their views about online and offline customer service:
Salvador Carrillo, CEO Mobile Dreams Factory and e-business angel.
Founder and CEO of Mobile Dreams Factory, a benchmark company that has been helping customers grow their businesses in the online ecosystem for 15 years. Also the co-founder of a string of leading companies including Gelt Dinero, no cupones!, Moviplans, WasabiJobs, 2gether, Mediasmart Mobile and Endeavor. Board member of the Mobile Marketing Association (MMA) for several years and judge at Cannes Lions International.
Willy Diaz Aliaga, regional manager of ARTIEM Hotels
Artiem Hotels is a family firm established in 1993 in Menorca which now has 5 hotels: 3 in Menorca, 1 in Madrid and 1 in Asturias. For seven consecutive years it has ranked in the top 50 best places to work in Spain. Artiem Madrid, where Willy started working for Artiem Hotels, ranks amongst the top 10 hotels in Spain and the top 3 in Madrid according to TripAdvisor.
Manuel Gancedo (PMD 14), managing director of Gancedo
Gancedo is a family firm established in 1945 and now run by its fourth generation. Leader and benchmark business in interior decorating in Spain. The firm has 6 stores in Spain, a branch in Mexico and many agents around the world.
For further details:
Experiencia de usuario en entorno digital - Salvador Carrillo
Experiencia del cliente y construcción de marca - Willy Diaz