SPEAKER

Ladislau Batalha is the CEO of the International Customer Experience Institute and founder/Managing Director at LAB Experience. He is a Senior executive with a 25+ solid international career developed in multinational companies, with significant achievements in Customer Experience, Customer Relationship Management, Customer Care, and Remote Sales. Entrepreneurial, proactive, creative, and result-oriented with a long history of success in restructuring initiatives, delivering great customer experience, building customer care support systems, and processing optimization, conducted in Europe, the Middle East, and South America. Considerable experience working in global and multicultural environments. Several individual and service awards in different categories and countries.

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DESCRIPTION

We will deep dive into the future of CX:

1. How standards and frameworks for SMEs are reshaping the global CX landscape.

2. The rise of microlearning and certifications to empower individuals.

3. Why scalability and structured approaches are crucial for CX innovation.

4. The game-changing role of AI in customer experience.