Customer experience has never been so valuable
and so challenging
Teleperformance Knowledge Service is the new consultancy business that helps companies improve
customer experience through data analytics and technology, delivering
business transformation optimization and rapid results.
Every interaction with your customers is an opportunity to generate
value for your brand.
The most important advantages of Teleperformance Knowledge Service:
a. Practical ideas backed up by real experience across the entire customer experience ecosystem.
b. Sophisticated consultancy techniques for identifying issues and recommending solutions.
c. Over 20 years of experience in data analytics to provide prescriptive fact based solution.
d. Digital transformation as a key service leveraging all relevant technologies including automation.
Leadership
Paolo Righetti
Chief Executive Officer
Paolo is Teleperformance Knowledge Service global leader. He set up an Analytics company in 1990 and joined the Teleperformance Group in 1996 as Head of Research and Customer Experience Analysis. His deep passion for innovation based on artificial intelligence and his work reflect the spirit of the company as an organisation based on intelligent and agile learning, focusing on business transformation and guiding customers from uncertainty to knowledge and value.
Gianluca Bilancioni
Chief Financial Officer
Gianluca heads the financial operations. His extensive operating and financial experience in widely diverse areas and in multicultural professional groups is a concrete expression of his change-oriented personality, his realistic optimism when presented with opportunities and his expertise in communication and negotiation. He is a self-starter, driven by a deep passion for everything he does. He loves learning and sees new opportunities as a source of inspiration and a path to continuous improvement.
Emmanuel Simonet
Chief Commercial Officer, France
Emmanuel is in charge of sales development in France. He has been engaging in Customer Experience management for over 15 years, leading large teams (IT, Marketing, CRM), advising senior executives (C-level) and supervising ambitious omnichannel programmes (digitisation, anti-churn, etc.). His customer and business focus and his extensive knowledge of multidisciplinary workgroup management allows him to optimise his efforts in order to quickly achieve concrete and measurable results.
Gabriele Albani
Chief Operating Officer - Global Head of AI Analytics
Gabriele is responsible for Predictive Analytics solutions at Teleperformance Knowledge Service Italia. For over twenty years he has worked in consulting and BPO, dealing with operations, IT and customer management. His aptitude for teamwork, his enthusiasm and his dynamic personality combine with a constructive, methodical and determined outlook – these are the characteristics that have helped him achieve ambitious goals, with proven and solid results obtained through the implementation of successful Customer Experience initiatives.
Luigi Esposito
Chief Commercial Officer, Italy
Luigi manages sales operations in Italy. He is responsible for the development of new partnerships and for monitoring and identifying emerging new markets, needs and services. He has worked in consulting and BPO for over 15 years., playing a key role in digital transformation initiatives for various companies, contributing to the implementation of diverse and innovative strategies for processes, people and technology that were designed to improve customer and employee experience.
Steve Ruszczyk
Global Head of Speech & Text Analytics
Steve is head of the speech and text analytics area. He has been a leading expert for over 25 years in the design and architecture of integrated multi-operator solutions that optimise operational performance, improve customer experience and produce measurable results. His work is based on the use of advanced analytical technologies for voice, text and data analysis, aimed at understanding digital process interactions, behaviours and flows, as well as the role of analytical data in the redefinition of business strategies.
Rob Huijboom
EVP, Executive Business Partner - Global Head of Customer Dialogue (EFM/EDM)
Rob is head of Enterprise Feedback / Dialogue Management. With over 10 years of international, multi-sector experience and knowledge of customer experience management programmes, he is able to act in the CX field with a broad and expert vision. Over the years, he has worked in the areas of research, data analysis, technology and change management. His expertise is based on a cross-cutting knowledge of various CX methodologies and of a wide range of relational and transactional customer experience programmes.