Last night, the delegates at the Leader Insights Forum took in the sights of Dubai from the iconic Burj Al Arab hotel. We enjoyed dinner and listened to the hotel manager describing how complex it was to build – to even create the island it sits on took three years!
We are wrapping up the Leader Insights Forum in Dubai today with two exciting sessions, both focused on the future of the customer experience (CX). First, Raúl Grijalba, the Regional Managing Director of ManpowerGroup Mediterranean area, will be talking about the contact center agent of the future.
This is an important topic for everyone managing CX today because the customer journey has changed so dramatically in the past few years and this means that the skills required to interact with customers are also changing. Agents need to be able to handle many new supportive technologies and be aware of sales and marketing initiatives because managing customer service is no longer just taking a call after a product is purchased. These agents are the frontline in a brand to customer relationship.
Raúl Grijalba joined ManpowerGroup Spain in 1997 and, in 2012, became Spain Executive President. Since then, he successfully led the transformation of the company in Spain until becoming number one in talent solutions. His profile of working in Human Resources strategy and leadership is ideal for this topic and we are looking forward to hearing his ideas.
After Raul, we will focus on data protection and privacy with a strong focus on the General Data Protection Regulation (GDPR) in Europe. The GDPR regulation was published in 2016, but will only be enforced this year – starting just a few weeks from now. It aims to give power back to customers and allow them to control which companies can use their personal data – and how.
Myriam Gufflet will be our guide through the issues surrounding GDPR and the use of customer data. Myriam is a consultant for Promontory’s global privacy and data protection practice in London. She has worked with many clients developing their privacy and data protection programs and she has extensive experience on international data transfers. Prior to working with Promontory, Myriam set up and led the French data protection regulator’s (CNIL) Binding Corporate Rules (BCR) Unit, and was previously a member of the broader International and EU Affairs Department.
It’s going to be a great morning here in sunny Dubai. We are starting a little later today, which has allowed the shadows from the Burj Al Arab hotel to fall on the chairs. Yesterday, Anders did a great job managing our solar situation, but today we can all relax and focus on our two great speakers.
If you are not in attendance today, we will be regularly publishing blog commentary to our “Global Blog” company page which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.