Talkdesk CX Tour
Every business has unique employees, unique customers and a unique definition of success. This presents a unique set of challenges when it comes to measuring and benchmarking the metrics that matter most. We created the Talkdesk CX Tour to help you identify the performance measures, latest trends and future technologies that will best enable your organisation to achieve success and future proof for the challenges of tomorrow.
View all of the sessions from the CX Tour Lisbon, held on September 18th, 2019 on the links below.
Tiago is CEO and Founder of Talkdesk. Over the past seven years, he has scaled Talkdesk from 10 employees to over 500 and has crossed major industry milestones including reaching 100 million calls. Tiago received a MSc in Computer and Electrical Engineering from Instituto Superior Técnico.
Marco has over 18 years of software industry experience. He is currently responsible for leading Talkdesk operations in Europe including the Engineering center and sales and business expansion in EMEA. Marco holds a M.S. in Computer Science from the University of Coimbra and a Global Executive MBA from INSEAD.
With more than 20 years on Customer Engagement Area including BPOs, Contact Center Software Vendors, Natural Language Processing, Artificial Intelligence and Virtual Assistants or ChatBots. Working at Salesforce (#1 CRM Company) since 2014. Fernando leads Service Cloud Team for Iberia, Italy and Switzerland partnering with the most important companies from different verticals to improve their Customer Experience.
Pedro is a Managing Director and leads Accenture Digital in Portugal. He has led and participated in several digital transformation initiatives, helping our clients create or react to digital disruption across industries. He builds teams capable of applying digital platforms, technologies, and techniques to imagine and deliver better experiences and more profitable business models.
Edgar is the Information Security Director at Talkdesk and he has the responsibility for Information Security and compliance with security and privacy legislations. Worked in highly regulated market for the last 20 year. Holds a M. S. in Engineering and a Master in Computing. Holds several international certifications such as CISSP, CISA, CRISC, CFE and ISO27001 Lead Auditor.
Bruno Antunes holds a PhD in Information Science from University of Coimbra, where he worked as a researcher in several projects in the field of Artificial Intelligence. He was co-founder and CTO at Wizdee and then joined Novabase. He is now leading a team at TDX, the innovation laboratory of Talkdesk, focused on leveraging the power of Natural Language Processing to bring added value to Talkdesk customers.
Victor has been working at CGD since 2001 and was HR Director and Director of Private Individuals of Lisbon.
Before he was Executive Director of Caixatec, SA and Director of Tagus and Tradecom Travel Agency, SA.
He was also a professor at INDEG-ISCTE, European University and ISEC.
15+ years in Top Executive Roles in Financial Industry, leading Digital, IT, Marketing, Operations and Organization. Passionate about Strategy, Digital, Innovation and Change Management. Standford Executive Programe 2010, Engineer's degree in IT Systems (1991-1996).
Gonçalo Oliveira is the insurer Tranquilidade (Seguradoras Unidas)' COO and Member of the Board of Directors. In 2002 Gonçalo worked as CIO at Portugal Telecom and in 2014 he joined Galp Energia as CIO. He is also a former Manager in McKinsey & Co. and has a MSc in Management from Universidade Católica Portuguesa and a MBA from Insead Fontainebleau, France.
Eduardo Correia de Matos is Director of Customer Service at TAP Air Portugal, the flag carrier airline of Portugal and Star Alliance member since 2005. TAP operates on average 2500 flights a week to 87 destinations. Over the last 16 years, Eduardo has played various roles in Customer relationship management for several industries as well as in connected activities and support tasks. Eduardo is also the co-founder of AproCS - the Portuguese Customer Service Professionals Association.
Adriano Serrano is the CIO at the Navigator Company. He has been at Navigator for the last 4 years. The Navigator Company is one of the world's largest players in the pulp and paper industry, that mobilizes an outbound logistics operation extended to 130 countries, representing 3.800 different destinations.
Ricardo holds a degree in Economics. At 2002 he began his professional career and joined the Finance team at Sonae SGPS - SONAE Group holding where he was for 8 years. In 2010, started a new career cycle, this time at SONAE SR. In early 2016, embraced the challenge of restructuring the Customer Service area of SONAE MC - a food retail holding company of SONAE - a role that plays to this day.
Glintt – Global Intelligence Technologies is one of the biggest Portuguese technological companies with special focus on health and is quoted in Euronext Lisbon. It operates in Europe, Africa and Latin America and holds a strong position on the Banking, Telecommunications, Health, Trade, Industry and Public Administration sectors.
Sérgio Cruz is the Director Service Support at Glintt and he has been in the company for 17 years.
Workforce strategic planning and forecasting enthusiast with a continuous drive for innovation.+9 years working and studying Workforce Management with both outsourcing and in-house service experience, with a background in Computer Engineering. Currently leading global workforce optimization structure at Farfetch that is responsible for long/short term forecast and planning, real-time management, workforce analytics, workforce solutions, and budget planning & controlling.
As Head of Commercial & Customer Care, Francisco is responsible for managing Indie Campers world-class Customer Support and Sales teams, building a customer-centric culture.
As a Product Manager at Talkdesk, João is responsible for driving all global AI product development efforts ranging from Speech Analytics, Real-time Agent Assistance or Virtual Agents. Prior to Talkdesk, João has successfully deployed AI in Marketing, Sales and Customer Experience solutions in some of the world-leading Telecom companies.