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Apr 26 & 27 / 2023

LVCC, Las Vegas

Lina Delgado Cano: Speaking at the Call and Contact Center Expo USA

Lina Delgado Cano

CPG Customer Care Expert, People Leader, Client Advisor  -  American Customer Care

Rethinking KPIs: Do They Say Anything about Customer Effort?

Let’s ditch standard metrics! Operational efficiency or brand health metrics tell us little about the customer experience. Do you believe effective service contributes to revenue growth? Contact Center Leadership needs to measure what’s most impactful and shine a light on the business value of exceptional service – to think beyond staffing and operational metrics and partner with marketing, the C-Suite, legal, product development, e-commerce, etc. Why don’t we focus on Customer Effort?

About Lina Delgado Cano

Lina has over a decade of experience in the Consumer Care Industry. She currently leads one of the largest domestic outsourced customer care programs in the CPG industry at American Customer Care, executing the North American Consumer Engagement strategy for more than 80 traditional CPG and DTC brands.

Lina builds programs designed to create long-lasting relationships with customers by leveraging each interaction as an opportunity to create brand loyalty and capture business insights to share across the organization – shining a light on the value of consistent end-to-end consumer experience, that goes beyond the call center.

Her navigation of COVID-19 Pandemic challenges, while delivering top performance results, earned her the 2020 Global Partner Excellence Award. Her focus on efficiency and consistency while continually evolving to meet the ever-changing consumer expectations, earned her a spot on this CPG’s Content Relevancy Board where she brings the consumer perspective to all brand marketing communications.