José Luis Ruiz, Partner in charge of the CX practice in Spain has been invited to the Customer Experience round table that culminates the Customer Experience Week held by Liberty Seguros worldwide. The round table in Madrid was also attended by executives from Securitas Direct, RACE and RedMediaria and was moderated by the Head of Customer Experience for Spain, Portugal and Ireland. The event was presented by Juan Miguel Estallo, Product Director of Liberty Seguros.
The event provided an opportunity to discuss how to balance emotions in the direct relationship with the customer and technology, being both fundamental, is it possible to develop both at the same time? It has been seen that, indeed, technology helps to improve the Customer Experience, but people are the key to make this experience excellent and differential. It has been put on the table that "by 2020, 85% of customer interactions will be through #chatbots. This does not mean that technology is going to override people, because we are the key to linking the customer", in the words of José Luis Ruiz, Partner in charge of Customer Experience at BRAINTRUST CS.
This event caps off a whole week of actions and initiatives developed at Liberty in relation to customer experience, demonstrating its commitment to this strategy.
