Customer Engagement and Experience Management
The customer today simply expects companies to engage with them on a timely, relevant, and personalized manner. This series provides a good foundation on the process and tools to Omni-channel Customer Engagement.
a. Omni-Channel Customer Engagement (July 07, 2022)
b. CEM Technology (Responsys) (July 14, 2022)
c. CEM Technology (Infobip) (July 21, 2022)
Monty Roxas is the founder as well as
the current President of Kpability.
Having had previous and extensive background in management consulting specifically around the areas of strategy, marketing, CRM and customer analytics, Monty founded Kpability in 2006 with the interest to extend this knowledge coupled with solutions consulting that is niched on the growing discipline of customer-centricity for the local market.
At Kpability, Monty has built a team of data scientists, solutions consultants, IT technicians and digital marketers all dedicated to the practice of CRM, Customer Analytics, Customer Interaction Management, and Digital Customer Engagement. Through the years, Monty and his team have provided best-of-breed customer management solutions and consulting methodologies to many of the leading companies in the Philippines. Their client portfolio consists of companies across the banking, insurance, media and entertainment, telecommunications, retail, logistics, distribution, utilities and pharmaceutical industries. Consequently, Monty has built strong partnerships with a number of global software vendors, bringing to market specific solutions in this field.
Monty holds a Masters Degree in Business Administration (MBA) from the Edinburgh Business School in the U.K., a B.S. Economics Degree from the University of the Philippines, and a Diploma in Business Administration from the Heriot-Watt University in the U.K. He retains post-graduate certificates in Strategic Marketing and Finance from the Asian Institute of Management (AIM).
Seth Daradar is our Director, Customer Intelligence and Engagement Head.
He brings extensive knowledge and experience in the areas of customer engagement, CRM, and customer intelligence and analytics. He has over 19 years of experience of solution planning and project management in these areas. Previously, he served as Analytics Advocate, Enterprise Data office of Globe Telecom. He also had stints at Marketing Convergence, Inc (SM Advantage) as Assistant Vice President for Reports and Data Mining where he helped establish, promote, and ensure adoption of the business’ analytics and reporting roadmap and marketing campaign management capability. He was also with SAS Institute Philippines as the Customer Intelligence Lead. Seth has a degree in BS Commerce, major in Information Systems Management.
Rhoy Adona is our Technology Head
With his deft strategizing and analyzing, Rhoy has managed an array of enterprise system implementations, POS systems, data warehousing, business intelligence, and customer analytics projects. Putting his degree in BS Computer Engineering to use, he has served in the IT industry for 24 years, having been Jollibee Foods Corporation’s Application Development Manager, IT Manager, and Deputy CIO, respectively, along with leading the IT group of Chowking and Greenwich. He later on became SM Advantage’s (Marketing Convergence Incorporated) CIO and Sr. Asst. Vice President, establishing a customer-centric IT organization and implementing the needed IT systems foundation. Throughout his IT journey, Rhoy has demonstrated a collaborative and results-oriented approach, ensuring that the projects he takes on will fulfill its objectives, be self-sustaining and self-correcting, and provide apt feedback for unabating improvement.