Atender mejor a los titulares de certificados: construyendo un FSC más centrado en el cliente
Los titulares de certificados FSC consideran que FSC es complicado, exige muchos recursos y consume mucho tiempo, lo que supone un claro obstáculo para la ampliación. Reconociendo la urgente necesidad de mejorar la experiencia del cliente, FSC inició un viaje hacia una mayor orientación al servicio. Esta sesión explora el reciente trabajo de FSC International sobre la propuesta de valor de los titulares de certificados, los resultados obtenidos en un reciente proyecto sobre el recorrido del cliente, el recién creado programa de atención al cliente y las nuevas formas de implicar a los titulares de certificados para probar soluciones de mercado.
Rebecca Giesecke
Rebecca Giesecke is an international leader with over 15 years’ experience in organizational development, project management and customer service across global companies and the non-profit sector. At FSC she advances strategic alignment, process optimization, and organizational effectiveness. With deep expertise in value proposition and customer centricity, she combines cross-cultural leadership and agile methods to create sustainable impact for FSC and its stakeholders worldwide.
Martyna Mertens
Martyna Mertens is a customer care leader who champions the customer voice. As Customer Care Program Manager at FSC International, she designs service processes by stepping into customers’ shoes as an advocate. Previously at Dyson and ALDI, she led customer journey mapping projects and solved experience issues. Having worked across different industries, she brings knowledge of solutions and process improvements. She combines a technical background with a Master’s in Management and Business Psychology.
Trevor Armel
Trevor Armel is a marketer and sustainability advocate dedicated to using branding to address the climate crisis. As Global Marketing Lead at FSC, he drives award-winning campaigns and oversees the global brand strategy. Previously at McCann Worldgroup, he led campaigns for brands like Verizon and Mastercard and co-founded its sustainability practice. Named one of The Drum’s 100 Most Influential Business Developers, Trevor delivers impact at the intersection of business, branding, and sustainability.
Event Details
- Date: Sunday, 26 October
Time: 14:30 - 16:00 (EST - Panama) / 20:30 - 22:00 (CET) / 03:30 - 05:00 (WITA)