#ArtificialIntelligence #CustomerExperience #Entel #EntelEmpresas

Paula Ortega is B2B Customer Experience & Small Enterprise Services Manager, also leads B2B digital channels, at Entel VP Empresas.

She has 30 years of experience in telecommunications and IT, focusing on customer experience, digital transformation, big data, and AI. During her career, she has been CDO and CIO at Entel.

She holds a Bachelor’s in Civil Electrical Engineering (University of Chile), a Master in Electrical Engineering (University of Chile), a Master in Telecommunications (Polytechnic University of Madrid), and an MBA (Adolfo Ibáñez University).

CONFERENCE

Customer Experience in the AI Era: Beyond Feedback

To provide an exceptional customer experience, we must continuously listen and fully understand our customers. At Entel Empresas, we’ve turned thousands of interactions into valuable insights by leveraging advanced analytics and generative AI solutions. By adopting this approach, we go beyond surveys and feedback, achieving a deeper understanding of what each customer feels, expects, and experiences. This progress is streamlining processes and revolutionizing how we measure and enhance customer experience.

In this talk, we’ll explore how AI is driving this transformation, the lessons we’ve learned so far, and the challenges we face as we integrate new technologies in a fast-changing world.