DIRECTOR of CUSTOMER EXPERIENCE MANAGEMENT in CROATIAN TELECOM
ABOUT THE SPEAKER
Luka Baranovic is a Director of Customer Experience Management in Croatian Telecom (part of Deutsche Telekom Group). He is responsible for overall CX, Service Design, customer journey management, design of customer operations and complaint management. Before joining Croatian Telecom 4 years ago, he was a manager in Deloitte consulting, working with clients in TMT industries helping them with strategic and operational challenges. During 5 years in consulting he worked and managed high profile TMT projects in region of South East Europe. Telecom industry operational knowledge was gathered during his first 5 years of career in T-Mobile.
THE TALK –
Pattern language – a service design system
Designers and managers are challenged how to effectively approach the topic of design, implementation and management of services. To manage a business and service system we need a holistic design system similar to ones that already exist in other design branches (industrial design, graphic design, architecture, etc)