Dana de la VegaAssociate Manager for Customer Experience
Dana graduated with a degree in Management Engineering in 2015 and joined ZALORA believing in the company's vision to be a pioneer in Philippine E-Commerce. Starting a career in Operations Project Management exposed her to a myriad of order fulfillment processes and to the importance of efficiency and productivity. Graduating to Customer Experience thus added to this mindset to form a holistic view of how seamless, automation-speckled user journeys and customer experiences contribute the greatest to any company's profitability. ZALORA Philippines now boasts having the highest Net Promoter Score across South East Asia and is working to drive this even higher to global standards.
11:30 AM The Prerequisite to RPA: A Winning Customer Experience Mindset to Empower - not Eliminate - Business Processes
ZALORA Philippines has effectively halved Customer Service Contacts and secured industry-high Net Promoter Scores by regularly studying customer patterns and pains and meeting these with automations and web/app features that address users' current and even future needs. Since shopping remains a very personalized experience, ZALORA also continually seeks to balance automation with empathy, targeting not just to meet internal efficiency KPIs but also to deliver on customer satisfaction. Dana will walk you though the following key points:
- Spotting and prioritizing gaps in the customer journey
- Designing automation solution to empower - and not eliminate - customer touch points