Vice President, Customer Experience, Operations & Quality, Bouygues Telecom
Carmine Muscariello is VP Customer Experience, Operations and Quality at Bouygues Telecom, in Paris. He is responsible for defining the Customer Experience Strategy of the company and for directly assuring quality of the execution of all the main operations and customer process. He has 20 years of experience in dealing with large transformation programs in complex environments, bringing Customer Experience and Quality at the heart of organisation strategy. Mr. Muscariello has extensive knowledge of digital transformation and how to bridge organizational structures to achieve Operational Excellence as a basis for First Class Customer Experience. Previously, he was VP CRM at Telecom Italia in France and Managing Director at Accenture Management Consulting where he helped large organisations in Telecommunications, Retail, Insurance/Banking to shape in practical organisations, governance, processes and technology around “The Customer” and the seamless “Experience” delivered at each interaction. His philosophy in one sentence is: “No Customer Left Behind”.