Role of Human Resources in Memorable Customer Experience
Cabochan Room, SOM 307 (FLEX)
02 May 2024 12:00 pm
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02 May 2024 01:30 pm
The John Gokongwei School of Management invites you to a Brown Bag Session on "Role of Human Resources in Memorable Customer Experience". Our presenter is Jyro B. Triviño, Assistant Professor of the Department of Leadership and Strategy.
This will be held on Thursday, 2 May 2024 from 12:00 - 1:30PM at the Cabochan Room, SOM 307 and online via Zoom.
Please register here: https://bit.ly/jgsombrownbag2may2024
Brief Description of the Topic:
The realm of customer experience in marketing is constantly evolving due in no small part to technological advancements. This paper tackles the significance of human resources and how it is threatened by artificial intelligence. It presents a significant contribution by introducing a critical realist theory emphasizing the pivotal role of human resources in fostering a memorable customer experience. It suggests advancing the design of customer experience management while preserving its humanistic aspect, to avoid emphasis on economic gains alone.
About the Speaker:
He is currently a Doctor of Philosophy in Business degree candidate from De La Salle University Manila. He earned his Master's in Business Administration degree from the Ateneo de Manila University in 2010 and is currently an Assistant Professor at Ateneo de Manila University’s John Gokongwei School of Management. His research interests are aligned with humanistic management and customer experience, and he also writes human resource articles for The Manila Bulletin and The Manila Times.
As a management consultant, he played a crucial role in creating Jollibee's branded customer experience program, "Alagang Jollibee.” With over ten years of experience, he has conducted corporate training programs for more than 60 government and private organizations locally and abroad. He was the lead trainer and management consultant for customer experience programs of companies like Epson and Nissan Philippines. He also served as a technical and soft skills trainer for Globe Telecom’s Globe University for over three years.
Mr. Triviño’s career started as a management trainee at Pioneer Insurance & Surety Corporation for over two years. Before rejoining the academe, he also earned corporate experiences from companies like Pfizer Inc., BDO Leasing & Finance, and Globe Telecom.