Fausto Grelli

Vice President, Enterprise Service Management PepsiCo

Fausto brings over 10 years of experience in the Global Business Services (GBS) space, having worked with organizations such as EY, Novartis, Orange Business Services, Vodafone, and Siemens. He has a strong focus on digital transformation, and leading HR, Finance, and IT transformations across various industries, including highly regulated sectors like Life Sciences. His expertise spans both consultancy and roles within Fortune 50 enterprises, where he has driven cultural shifts toward service and process excellence, fostering sustainable company growth. Fausto is highly skilled in optimizing end-to-end service delivery models, ensuring operational efficiencies, and delivering exceptional service experiences for both internal and external stakeholders. Additionally, he has extensive experience in establishing Shared Services and Capability Centers on a global scale, empowering organizations to achieve operational excellence and strategic success.

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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