Monday, October 29th, 2012
Ms. Carol Borghesi, former TELUS, SVP, whose career spans three continents, from TELUS in Canada to British Telecom (BT) in the U.K. to Bharti Airtel in India, will lead a global audience to focus on putting customers first. She will address the audience on Customer Engagement and how to develop a “Customer First Culture”.

Ms. Borghesi’s reputation for igniting passion is legendary. She has led a workforce as large as 22,000 people, and is a well-known customer advocacy and operations executive. When asked about her upcoming visit to Mexico, she said ““I am excited to join the Global Contact Forum as it brings together the most important group of professionals on the frontline of the customer experience revolution. This opportunity to discuss and debate the changing landscape of contact and the ways in which we must respond to the blizzard of channels new and old is essential to getting the experience right for customers, people and business.”

The 4th Global Contact Forum (4th GCF) is the fourth installment of the most successful global event in Latin America. Started in 2010, the Contact Forum serves as a knowledge hub for professionals in the customer service industry. Customer care executives, managers and supervisors gather here to discuss best practices, industry challenges, showcase new technologies, exchange ideas and share their knowledge.

The 4th GCF event promotes growth, competitiveness and professionalization of the contact center industry globally. In 2012, more than 1,800 contact center professionals and thought leaders from over 22 countries gathered. The 2013 conference will focus on Customer Engagement – People, Connection and Technology. Past companies represented at the Global Contact Forum events have included major industry names like Amazon, Google, ,Avaya, PCCW, Aspect, Altitude, Autonomy, British Telecom, Infosys and Verizon.

"We are excited to have Ms. Borghesi involved with the event. The state of the global economy, the rise of digital, mobile and social media, needs the kind of focus that Ms. Borghesi is brining. The changing face of customer service, standards and satisfaction is essential. We are very happy to have Ms. Borhesi share her knowledge,” said Ma. Eugenia Garcia Aguirre, Chair for the event.

The 4th Global Contact Forum will take place at the Camino Real Hotel in Polanco, Mexico City; an award-winning hotel and conference center. The website for the event outlines all of the details: Members of recognized Industry Associations benefit from a special discount of 15%, by using a code cf561m. For more information about being a speaker, commercial sponsors or exhibitor, please contact:

Keith Fiveson, CEO, ITESA, Co-Chair Office#1-212-463-0043, 69 Fifth Avenue, Suite 9J, New York, NY 10003, email: [email protected]

Contact Profile

IT Enabled Services Alliance (ITESA)

Our strategic focus is enabling companies to communicate and connect more effectively and efficiently with their employees, customers and channels, using technology, telecommunications, contact centers, social media and care. We help companies create better experiences, by helping them to understand how they (employees, policies and procedures) show up and impact their customers.
Keith Fiveson
P: 212-463-0043


Carol Borghesi, Former Telus SVP, To Lead Discussion, MARCH 5th-6th New York, NY – October 29, 2012 customer services, business consulting, IT, event, tradeshow



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