Carol Borghesi, former TELUS SVP, Confirms her Keynote on Customer Engagement, for Mexico City, Mexico, 4th Global Contact Forum Conference, March 4th-6th, 2013

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Ms. Carol Borghesi, former TELUS, SVP, whose career spans three continents, from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, will address a global audience at the 4th Global Contact Forum event, focusing putting customers first and how to develop a “Customer First Culture”. Her keynote will address solutions to customer contact, engagement and multichannel relationship issues.

Customer Engagement, Customer Experience, Multichannel Integration, Social media, CRM

Ms. Carol Borghesi, Founder and Principal at Customers First Culture, SVP TELUS,

“I am excited to join the Global Contact Forum as it brings together the most important group of professionals on the frontline of the customer experience revolution. "

Ms. Borghesi’s reputation for igniting passion is legendary. She has led a workforce as large as 22,000 people, and is a well-known customer advocacy and operations executive. When asked about her upcoming visit to Mexico, she said “I am excited to join the Global Contact Forum as it brings together the most important group of professionals on the frontline of the customer experience revolution. This opportunity to discuss and debate the changing landscape of contact and the ways in which we must respond to the blizzard of channels new and old is essential to getting the experience right for customers, people and business.”

Ma. Eugenia Garcia Aguirre, organizer and chairwoman for the Global Contact Forum conference said, "We are excited to have Ms. Borghesi involved with the event. The state of the global economy, the rise of digital, mobile and social media, needs the kind of focus that Ms. Borghesi is bringing. The changing face of customer service, standards and satisfaction is essential. We are very happy to have Ms. Borghesi share her knowledge,”

The 4th GCF event, produced by the IMT, promotes growth, competitiveness and professionalization of the contact center industry globally. In 2012, more than 1,800 contact center professionals and thought leaders from over 22 countries gathered. The 2013 conference will focus on Customer Engagement – People, Connection and Technology. Past companies represented at the Global Contact Forum events have included major industry names like Amazon, Google, Avaya, PCCW, Aspect, Altitude, Autonomy, British Telecom, Infosys and Verizon. The website for the Global Contact Forum outlines all of the details: Members of recognized Industry Associations benefit from a special discount of 15%, by using a code cf561m.

The IMT is México’s leading call & contact center / customer contact institution. Founded in 1991, they offer a wide range of services to the industry, from training to consulting to certification and are recognized as the preeminent authority for Contact Center professionals in the country and throughout Latin America.

For more information please contact:
Keith Fiveson, CEO, ITESA, Co-Chair
Office#1-212-463-0043, 69 Fifth Avenue, Suite 9J, New York, NY 10003,
email: kfiveson(at)itesa(dot)com

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