My passion? Architecting customer experiences and implementing technology solutions to enhance and innovate customer service.
In my 20+ years industry experience, I’ve come up through the ranks of customer service and know first hand the challenges contact center leaders and agents face each day.
My passion for technology and customer relations has given me opportunities to work with some of the leading organizations in the world to advance the cause of customer service and architect unique customer experiences that drive customer loyalty.
APPROACH
CREATE STRATEGIC EXPERIENCES
Developing unique customer experiences, tailored to individual service industries, helping organizations strategically differentiate from competitors in their line of business.
DELIVER EXCEPTIONAL SERVICE
Innovating customer service delivery, helping guide service agents craft personal customer relationships that drive increasing customer loyalty and reduced customer churn.
ENHACE TECHNOLOGY CAPABILITIES
Implementing the latest technology solutions to enable organizations to streamline operations, increased productivity, and more personalized service experiences.
BIO
Flavio is a Senior Product Manager at DigiCert, Inc., a leading provider of enterprise Digital Trust and PKI Management DigiCert is trusted by thousands of government, education, and Fortune 500 organizations.
Flavio has an M.S. in Technology Management from Denver University and a a B.S. in Information Technology from Utah Valley University. His focus is on helping teams leverage technology with the human factor to create exceptional and memorable customer experiences.
Flavio is an award-winning customer service blogger, customer service fanatic, and on a mission to show that organizations can use customer experience as a competitive advantage win customer loyalty.
INDUSTRY RECOGNITION
I’m grateful for the organizations that have recognized the importance of great customer service and experience. I’ve been honored to be listed among some of the best minds in the customer service and customer experience industry. A few of the top recognitions include:
- Huffington Post Top 100 Most Social Customer Service Pro – Huffington Post
- ICMI Top 100 Most Influential People in Customer Service – ICMI – CallCentre
- Frontleaf Top Influencer in Customer Success – Frontleaf
- SAP Top 60 Customer Experience Influencer – SAP
- Mindtouch Top 50 Most Active Influencers in #CX – Mindtouch
- CustomerThink Top Author – CustomerThink
- Top 15 Most Influential Customer Service Expert – GetApp
- Top 50 Customer Service Pro to Follow – WittyParrot
- Top 10 Customer Experience Leader – Fonolo
- CustomerService100 Service Leader – CallCenter.co.uk
- Top 30 Customer Engagement Influencer – The Customer Edge
- Top Customer Service Blog – Merlin
- Best Service Leader to Follow – ServiceMax