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Mantra

đť…  "Always look on the briiiight side of life!" đť… 
  

In a nutshell

Helping companies deliver greater value in customer services through collaborative environments
  

Availability

Partly Available Immediately
  

Location

Barcelona, Spain
  

Languages

  • English
  • Spanish
  

Top 5 Strengths

  • Highly Reliable
  • Outcome Focused
  • Hard Working
  • Persuasive
  • Positively Disruptive
  

Skills

  

Interviewed By


  

HM Expert Since

Monday June 10, 2019
  

About Miguel

My work is primarily focused on Customer Service strategy and innovation, helping organizations to optimize the service experience and value creation to their end customers. I see myself as a reliable professional with clear ideas in mind on both how to generate positive outcomes for clients and how to make them ready for approaching today's complex, service innovation projects with the right organizational/customer mindset.
  

Current Role Details

Managing Partner in Agendum Studio since Nov 2012.

My role in Agendum Studio is the management and business development of these main areas,

- Consulting and Focused Training programs on Customer Service (strategy and innovation).

- Designing and developing collaborative environments that positively impact on Customer Service (experience and value creation).

- Advising on Enterprise Collaboration platforms.
  

Miguel's Valuable Contributions

(Case Studies)

IMPROVE RELATIONSHIPS, CONFIDENCE & VALUE DELIVERED ACROSS THE BUSINESS (Reveal More  OR   View Full Page)


Situation
Internal communication among middle-managers in a key department of the Regional Government Office is ineffective, with low commitment from teams to sharing information and collaborating.

This is also the case between Top Management with the rest of the organization. People feel excluded from important deliberations; their knowledge and capacities are ignored, they need to express their ideas in a simple and clear form, with feedback mechanisms in place to verify that everyone has understood the message.

Task
Designing an improvement plan that includes:
- All the actions, scheduling, responsibilities and tech. solutions, starting with a pilot phase of maximum 3 months.
- To support company-wide cohesion and seamless connection between business units and people.
- To impact the whole organisation, giving everyone immediate access to content and information.

Action
A successful initial pilot phase was conducted that led Management to approve and carry on the project. Both consulting and facilitation activities started with a set of company-wide presentations and workshops to increase awareness and realization of the needs for improving actual status.

Face-to-face sessions were mixed with online activities to stimulate project follow ups, using a specific online collaboration platform that supported internal dialogic and participative processes. This process helped in structuring conversations among project members with rest of the organization, driving both ideation and prioritization dynamics for decision making and solving complex problems.

Specific key actions:
-Identify cost, quality and innovation improvements through development and delivery of an aligned sourcing strategy
-Enhance capabilities and capacity to meet business objectives
-Make more informed decisions, quickly, objectively and transparently
-Provide guidance on improvement and development measures and priorities

Results
Value was delivered by;

  • Achieving higher level of participation and engagement by front line employees and middle-managers in both, design and processes improvement.

  • Establishing two-per-year face-to-face general meetings where everybody can keep connections and empathy at higher levels.

  • Adopting of the specific Web-based collaboration platform used during pilot and development phases, helping the whole organization keep momentum on internal conversations and dialogic processes.


Pains relieved included;

  • The lack of cross-collaborative approach has been progressively overcome and people's attitudes are incentivized in the context of the overall organization's goals.

  • Poor internal communication by establishing an overall plan with monthly online conferences across territories to periodically review objectives and to making adjustments on business plans.

  • Expected issues due to integration of collaborative online platform with the rest of IT corporate assests were overcome by applying an agile approach in project management and delivery.





ENABLING CUSTOMER SUCCESS THROUGH AN ENHANCED BUSINESS RELATIONSHIPS PROGRAM WITH SERVICE PARTNERS (Reveal More  OR   View Full Page)


Situation
Faced with significant problems and low levels on customer satisfaction from the activities carried out by its network of service partners, the subsidiary of a multinational IT company had to profoundly rethink about how to build better relationships and create mutual benefits with them to support and grow the overall business.

There were some internal challenges as it was not clear enough the role that service partners can be playing in supporting the company’s business strategy and driving customer loyalty.

Task
The initiative started with an analysis from both sides in order to help,

- Define a company’s strategy with service partners.
- Identify service partners’ needs in terms of tools, processes, resources, incentives.
- Establish the basis to ensure a consistent, end-to-end customer service experience.

The conclusions from this analysis:

Service partners are indeed helping the company to leverage its marketing strategy and broad its reach, actuallly providing additional support with their own capabilities for development and integration. They are helping to reduce overall costs and in general, extending company’s service solutions.

Action
A joint journey with service partners started under a clear purpose: To have a company-wide, integrated framework for customer service and success that will support business growth.

Direction

Setting strategy, vision, expectations about what the company wanted them to do and mutual commitment and direct communication at the time of asking partners to invest in people and resources.

Integration

Different workshops were delivered that provided great learning outcomes on how to better integrate services

Both mentoring on service practices and training programs accelerated the process of helping partners to ramp up.

Tools and platforms were deployed in form of,
- Service Partner Portal (process, playbooks, offerings content, templates)
- Enterprise Collaboration tools (sharing, editing, conferencing, messaging)
- Analytics and Dashboards

Optimization

Ensure the operational adoption through,
- Ongoing, continuous engagement
- Webinars and training (certifications)
- Continued support and practice optimization
- Analysis of results, metrics and best practices

Results
- Great improvement on customer engagement by faster service response and case handling (+35%).

- Expanding business opportunities on implementations and consulting services (+20%).

- Improved business relationships with service partners. Better incentives and results on their P&L.

- Transparency and learning outcomes from customer service activities, into the partner portal.



  

Roles & Results

EPSON IBERICA (SPAIN) - eBusiness and Internet Services Manager 2006 – 2012

(Show / Hide Details)

Requirements / Actions
Management and Business development of eCommerce and Internet Services (Epson eStore and eTailers)
Delivery and Achievements
eBusiness strategy, eCommerce sales development and creation of ePartners' network (eTailers)


EPSON EUROPE B.V. - European Customer Services Senior Manager 2002 – 2006

(Show / Hide Details)

Requirements / Actions
Management of Customer Service startegy and delivery of projects at Paneuropean level.
Delivery and Achievements
European Customer Contact Center for delivering support to all Epson Customers. Epson Service subsidiary in Russia.


EPSON IBERICA (SPAIN) - Customer Services and Support Director 1989 – 2002

(Show / Hide Details)

Requirements / Actions
Defining the Customer Service Policy, aligned to the company's business objectives with a Profit and Loss accountability.
Delivery and Achievements
Strategy and organization, based on three main areas: Call Center - Field Services - Service Engineering and Training on Spain territory.


LA SALLE - BUSINESS ENGINEERING SCHOOL - Academic Coordinator 2008 - 2014

(Show / Hide Details)

Requirements / Actions
Curriculum and faculty ccordination in the Master in Supply Chain Management and Technology
Delivery and Achievements
Top Academic Program with high reputation among SC professionals


  

Services Miguel Manages

SCALING CUSTOMER SUCESS IN YOUR ORGANIZATION THROUGH HIGHLY ENHANCED SERVICE PARTNERS OPERATIONS
(Show Summary
  OR   View Full Page)

Service Summary: Define and establish strategy and organizational basis to ensure a consistent end-to-end customer service experience and value delivered by your external partners network.



  

Services Miguel Delivers

CATEGORY AND CONTRACT OPTIMISATION AND ORGANISATIONAL REVIEW
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Service Summary: In depth review of the Spend Categories, Contracts and Organisation against worldclass benchmarks to provide recommendations to optimise, align end to end and deliver greater value to the business



HIVEEXEC FOR EFFECTIVE SOURCING STRATEGY & DELIVERY
(Show Summary
  OR   View Full Page)

Service Summary: For anyone responsible for sourcing at a strategic level, this on-demand service focuses on providing customised, flexible access to procurement expertise for continuous improvement of an organisations procurement capability.



SUPPLY CHAIN ORGANISATION OPTIMISATION
(Show Summary
  OR   View Full Page)

Service Summary: Review and Redesign the E2E Supply Chain Operating Model From Procurement to Supplier Management



SCALING CUSTOMER SUCESS IN YOUR ORGANIZATION THROUGH HIGHLY ENHANCED SERVICE PARTNERS OPERATIONS
(Show Summary
  OR   View Full Page)

Service Summary: Define and establish strategy and organizational basis to ensure a consistent end-to-end customer service experience and value delivered by your external partners network.



THE EFFECTIVE SOURCING DIAGNOSTIC
(Show Summary
  OR   View Full Page)

Service Summary: A minimally invasive, data driven approach for self-diagnosing systemic and tactical opportunities for enhancements in strategic souring; aligning incremental improvements directly to business value for clear business case justification for changes.



  

Industry Experience

  

Regional Experience

  

Articles




Miguel Canas

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