On this occasion, we would like to highlight the success story of Daniel Berrocal, an engineer with a specialization in data mining and a graduate of the MBA in Entrepreneurship, who along with his team at BAC, was awarded first place in the CX Innovator category at the prestigious Genesys Customer Innovation Awards, a recognition that celebrates the most outstanding advances in customer experience management and the commitment of the team that has been driving it for 18 years.
The MBA in Entrepreneurship at INCAE cultivates the skills and knowledge to successfully lead innovation and development departments in the areas of new products, new business models and applied innovation; this case is a vivid example of this.
Technological innovation in contact centers is fundamental to drive the customer experience to new levels. Winning the award in this area was possible thanks to three key reasons: teamwork, definition of roles and functions, and a work logic focused on innovation. Our approach began with the implementation of Genesys Cloud software, a market leader according to Gartner, which allowed us to innovate with cutting-edge tools. As our team grew, we developed a strategy based on growth, specialization and integration of Genesys Cloud with other systems. We automated key KPIs, implemented data-driven projects and landed new segmentation strategies. Technological innovation became our hallmark, a disruptive thinking style that drove us to seek opportunities for continuous improvement in all aspects of our business.
Daniel Berrocal, MBA
Assistant Regional Voice of the Customer & Partner Manager
Daniel Berrocal and his team focused on developing customer-centric strategies to identify and segment customers so that the financial institution could execute customized strategies that later translated into outstanding results. In only 3 months they were able to generate revenues of more than USD $4MM and capture information from more than 14,000 customers. Thanks to their innovations, they continue to open new business opportunities for their clients.
We are proud to see how our graduates apply their knowledge to make a real impact in their organizations and communities. We congratulate Daniel Berrocal on his achievement and look forward to continuing to be a part of our graduates' success in the future. If you are interested in learning more about the MBA Entrepreneurship Track click here.
