Farley Fernandes

Senior Manager, Customer Experience - Global Business Services adidas

Farley is a Digital Product Manager with a 20+ years career spanning both corporate and startup environments. Holding a master's degree in Computer Science and a Design PhD, Farley currently serves as the Customer Experience lead at Adidas GBS. In this role, he spearheads collaboration with process owners and operations teams to craft seamless and engaging user journeys for business partners. Throughout his career, Farley has left a mark by partnering with renowned clients such as Coca-Cola, Kraft Foods, IBM, Samsung, and Motorola. Some of his digital initiatives have garnered accolades at renowned festivals including Cannes, El Ojo, and Games for Change. Farley leverages his user-centric expertise to lead teams through transformative methodologies like Design Thinking and Service Design. His focus lies in comprehensively understanding user needs and translating that knowledge into impactful and forward-thinking solutions.

Agenda

10:30 AM Building a Solid Employee Experience (EX) Foundation for Optimal CX

While there’s a strong focus on Customer Experience, the vital role EX plays in enabling exceptional customer service is often overlooked. As organizations are growing to place high-quality customer service at the heart of their organization, it’s essential to recognize that the core of exceptional CX stems from excellent Employee Experience. In this session we will dive into the benefits of investing in employee experience, and how employee engagement, clear paths for employee development, and embedding the values of the organization in the employee environment can significantly enhance your CX initiatives.

 

Key Topics Include:

  • How empowered and engaged employees are the key to enhanced customer outcomes
  • Cultivating an employee-focused culture
  • Why employees should be treated with the same value as customers

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