Btissam M. Email & Phone Number

Strasbourg, Fr

London, England, United Kingdom

London

Delivered best in class customer experience to our top strategic partners and enterprise customers and helping them to take their CX to the next level by proactively providing data driven recommendations (B2B2C)• Portfolio assigned Multi-Million ACV in EMEA mainly in financial services, energy & industrial verticals• Built solid B2B relationships with top strategic partners & customers from user to executive level• Implemented CX best practices for CSMs resulting on upskilling on sophisticated strategies to understand customers goals /performance & identify key opportunities for improvements & growth• Supported CX leadership on monitoring key CSM metrics: retention, growth. Adoption, Renewals, etc.• Delivered success planning to the top 3 accounts resulting in higher product adoption & lower churn risk• Retained 2 red accounts from churn by designing and executing save plans & engagement strategies • Grew 3 accounts by X% by designing and executing customer value led multi-year renewal plan & post pilots ROI as well as regular business reviews

London

Insured enterprise customers and partners get the best value out of their investment in the Medallia technology by sharing CX best practices and benchmarks as well as leading and aligning internal resources (B2B2C)• Portfolio assigned Multi-Million ACV in EMEA mainly in financial services & automotive verticals• Achieved NRR of X and CSAT of Y in the first quarter. awarded the ‘Rising Star Global award’’• Set up from scratch CX series for customers to showcase CX best practices resulting in an increase of customer leads for the speech analytics use cases• Initiated, designed and implemented an onboarding process for global high value customers • Ran QBRs consistently for top 5 customers & implemented customised CX engagement roadmaps• Delivered ROI analysis to 2 customers resulting in Z% lower churn risk & higher exec engagement• Produced & delivered videos to promote key CX events & initiatives as well as hot industry topics

London

Delivered data driven insight and business performance reviews for Liveperson strategic enterprise customers (B2B2C)• Set up from scratch Liveperson CX Maturity Model to help the field assess customer maturity in the conversational AI space & move them to the next level• Delivered the Maturity Model to 2 strategic customers resulting in an increase of exec engagement & opportunities for expansions• Trained the CSM team on best practices on how to pitch and implement the CX maturity model • Successfully led multi-country Go-Live executed by regional PS team while offering red-carpet onboarding experience• Retained & grew book of business by delivering monthly success reviews & QBRs

London

• Delivered value and CX consulting engagements to red-carpet customers in EMEA• Delivered the main Voice Of the Customer dashboards & quarterly business insight to 3 global retail customers in the UK, Sweden & France• Led CX reviews and customer journey mapping workshops• Executed categorisation & sentiment best practices to improve our customers VOC programs

London

• Designed from scratch Digital Voice of the Customer program to capture customers feedback & deliver actionable insights in order to improve journeys online• Ran an external RFP end to end in collaboration with procurement from the brief to vendor selection• Delivered actionable insights monthly to the digital team to solve key business questions based on various internal and external data sources

London

• Successfully ran the Voice Of the Customer program for a UK telco leader across channels and journeys• Trained the research team on insight and analytics methodologies & best practices• Proactively delivered an improvement proposal to take the VOC to the next level resulting in opportunities for expansions

Delivered consulting engagements focussed on data analytics, insights, voice of the customer programs. These ranged from 3 - 18 months length depending on our client needs

Région De Paris, France

• Orange Techno-center, Product Portfolio & Performance– Market innovation global benchmark• Orange Lab, Content & Research– Customer behavior global benchmark

Exchange, International Business/Trade/Commerce

Blekinge Institute of Technology - School of management Blekinge Institute of Technology (BTH) is a globally attractive knowledge.

Master'S Degree, International Business

Gestion - Management

http://www.encgs.com/Processusdeformation.html