Carol Borghesi is founder of Customers First Culture, based in Vancouver, British Columbia. She has developed and managed customer experience programs for over 30 years at TELUS in Canada, Bharti Airtel in India, and British Telecom in the UK. Her roles included Senior Vice President of Client Experience, Senior Vice President of Customers First Culture, Director of Customer Service, and Managing Director of 21st Century Customer Experience. With senior roles in sales, service and business unit management, Carol has successfully managed change through deregulation, labor relations and rapid technological innovation, in distinctly different markets and operational scales, delivering superior results for customers.
At TELUS, Carol ignited passionate customer advocacy company-wide. At Bharti Airtel, she implemented several major systems, including CRM, and managed six outsourcing partners while the customer base grew from 26 million to more than 60 million. At BT, Carol ran their newly formed telemarketing operation of 7,500 people serving 22 million customers. Her Customer Service role led a workforce of 22,000 in sales, service, repair, operator services and directory assistance. She led BT's largest customer management transformation program, improving customer satisfaction and reducing costs by 150M pounds in three years, by consolidating 150 call centres across 104 locations to 33 centers, as well as acquiring a business and adding two offshore operations in India. Her team leveraged next generation network investment across BT's wholesale, global and retail lines of business. In BT Global Services team she provided operational insight to ICT solutions for major organizations in utilities, finance and other service intensive industries. Carol is a graduate of the British Columbia Institute of Technology, and she is past Chair of the UK Customer Contact Association.