Josue Berlanga
Head of Care & Remote Sales Philip Morris International
Josué Berlanga Head of Care & Remote Sales at Philip Morris México since late 2019, leading Remote Sales strategies and overseeing Customer Care in both digital and physical channels. Key achievements include migrating voice channels to digital channels and implementing a 100% remote and flexible sales model, which won first place in the 2024 National CX Award.
Previous Experience:
- Senior Director at Walmart de México y Centroamérica:
- Designed and implemented the CX management program, the Voice of the Customer program, and introduced NPS as a business KPI.
- Implemented Medallia as a CEM tool. oDesigned and implemented WhatsApp as an order-taking channel (including Chatbot), making Walmart the first company in Mexico to use it for sales (not just service).
- Pioneered the adoption of Zendesk and self-service tools for integrated experiences and order tracking for Decopras.com, which later became ClaroShop.com.
Additional Information:
- Recognized national and international speaker on Customer Experience, Customer Service, and Leadership.
- Over 20 years of experience in Customer Service, Sales, new ways of working, digital transformation, and a pioneer in the evolution of CX in Mexico.
- Adjunct Professor for the Master's in Digital Business at the Universidad Autónoma de Nuevo León for the past 3 years.
Day 2 | Thursday, March 13
8:00 AM Panel | Accelerate Next-Gen Customer Analytics: Advanced AI for Strategic Decision-Making
As organizations strive to stay competitive, the ability to operationalize AI in customer analytics becomes essential. This session goes beyond basic data capture, focusing on how robust data ecosystems can fuel advanced AI applications to deliver predictive insights and strategic value. Participants will explore cutting-edge techniques to leverage digital interactions, voice data, and machine learning to drive hyper-personalization, optimize customer satisfaction, and enable proactive, data-driven decision-making at scale.
4:30 PM Power Hour | PeerPulse: Collaboration That Resonates!
Join a dynamic session where we match you with peers facing similar challenges and priorities. Using your input, we’ve curated focused roundtables to foster collaboration, idea sharing, and actionable takeaways. Build meaningful connections and tackle shared goals in this highly personalized networking experience.
What You’ll Gain:
- Targeted Conversations: Dive into discussions tailored to your specific priorities, ensuring every moment is relevant and meaningful.
- Fresh Perspectives: Share strategies, lessons learned, and creative ideas with others navigating similar challenges.
- Collective Solutions: Work together to brainstorm actionable steps and uncover opportunities for partnerships and growth.
Check out the incredible speaker line-up to see who will be joining Josue.
Download The Latest Agenda
