CX Lab Manager at Teleperformance
Cátia Silva is one of the founding managers of the Teleperformance CX Lab, leading a team of specialists conducting primary research across a wide range of sectors and countries. She has dedicated the last 7 years to customer experience research, understanding customer service trends and sharing insights with clients across various sectors and countries with a focus on improving their customer experience.
Before joining Teleperformance in 2013, she worked at Kantar Millward Brown, one of the world’s leading market research agencies. Cátia has a degree in Sociology and Planning from the University Institute of Lisbon and a post-graduation in Marketing Research and CRM from NOVA – Information management school.
“Leveraging Customer Experience for Success”
As understanding customer experience has become a crucial aspect for most companies, the Teleperformance CX Lab conducts primary research to better understand how consumers view the experience provided by different industries and how this impacts business success metrics such as Loyalty and Advocacy.
Session will focus on the findings of the 2020 Global CX Survey across several industries including:
- Consumer perception
- Channel trends
- CX aspects impacting brand KPIs