Luka Baranovic Email & Phone Number

Zagreb

Managing director of Service, Experience & Business Design consulting firm. Addressing client's strategic business challenges in market approach and organisation set up. Bringing value in domain of:- Branded experience strategy- Client relationship design- Product & service design- Organisation innovation- Digital strategy- Service & business model innovation- Employee experience- Healthcare & patient experience

Customer Experience & Service Design events:- IxDA Croatia- DOERS conference, Budapest, 2018, 2019- CX Telco Global Summit, London UK 2018- CX Telco Global Summit, London UK 2017- Eurocomm, CX Telecom, London UK 2017- CX Telco Global Summit, London UK 2016Marketing & Media events:- regional events (Weekend Media Festival, Digital Shapers, KOMferencija, HR Analytics forum, etc.)Business schools:- RIT- Zagreb Business School

- Speaker at Service Design Global Conference in Madrid 2017- Author of article “Service design pattern language” in Touchpoint 2018 magazine

Took responsibility to improve overall Croatian Telekom customer experience and service.Managing the large team (300+) covering 8 areas: - Customer Experience and Service Design,- Customer Journey management- Process management for support services operations - Project Management Office (PMO) within Chief Customer Officer area,- Operations Project Management team,- Complaints management (management and resolution of all verbal and written complaints),- Customer Process Escalations team,- Internal Consulting transformation team

With company reorganisation, the transformation focus is shifted to improvement of customer experience. Took responsibility to manage the team in delivering critical improvements in area of customer experience and operational efficiency. Managed the team consisting of:- Customer Experience team- Internal Consulting transformation team

Joined telecom operator Croatian Telekom to manage Internal Consulting team that delivered successful transformational projects in area of front line operational efficiency and productivity (sales force channels, contact centre agents, technical support).

Joined management consulting practice as Senior Consultant to lead TMT clients in Pannon Adria region on strategy and operations projects. With progress to Manager, led demanding consulting engagements, managed relations with key clients, developed business opportunities, contributed to strengthening firm’s market position and extended firm’s eminence. Managed engagements for telecom operators in areas of Operations, Regulatory strategy, Controlling and Accounting on various topics (including public hearings and strategic negotiations).Managed engagements for national telecom regulators, ministries and government institutions in area of telecom market regulation regulation and strategy development. Also managed engagements in other industries: Insurance, Manufacturing, EnergyAs Senior Consultant participated and managed engagements in area of Strategy and Operations in Technology, Media and Telecom industry.

Joined company as engineer after university and progressed to the level of expert for technical solutions. Although professional growth was focused on technical expertise, sought every opportunity to work on demanding and complex projects reaching various areas of mobile business strategy and operations. Managed cross functional implementation of mobile services and products on national as well as international level (DTAG group). Designed, improved and implemented new service business processes with focus on customer experience enhancement. Designed solutions and managed implementation of business critical projects:• Mobile virtual network operator (MVNO) solution• New generation of mobile prepaid service and mobile prepaid billing• Messaging services charging and billing solutions• Mobile number portability• Disaster recovery solution for prepaid billing and IN services• Promotional service and payment platforms• Service provisioning automated processes• Large real time migrations of critical customer dataSupported and assisted companywide network technology swap projects.