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Carmen Goytre

WHO

Carmen Goytre

POSITION

Professor, Master in Customer Experience & Innovation

Partner, Rivergo Advisors

AREA

Master in Customer Experience & Innovation

Subject
Business for CXI: Operations & Processes

Professional Experience
Carmen Goytre advises companies in the design and improvement of Customer Centric services. Her interest is in the impact that trends such as the sharing economy, open innovation and new technologies have in the customer experience. In this sense, her recent publications highlight the contributions of crowdfunding as a disruptive model originated in the intersection of crowdsourcing, fintechs and consumes as co-creators.

Professor Goytre has extensive experience in the Process improvement, Quality, innovation and transformation fields using Lean, EFQM and ISO 9000 models in the Financial and Consumer Goods industries.She leads projects primarily in Customer Contact areas, both in digital channels as well as presential . Other areas where she has implemented projects are Mergers & Acquisitions, Strategic Business Transformation, Credit, Customer Loyalty and Delinquency.

Professional Background
Rivergo Advisors. Senior advisor and partner
Avantcard (Company created as a result of the sale of Bank of America Credit Card business to Apollo Investment Corporation). Responsible for projects: Business Transformation, Supply Chain Management, Resource Optimization, Real State
Bank of America. Vice President. Head of Projecs, responsible for Business Transformation, Supply Chain and Customer Experience Previously held several positions as Head of Customer Satisfaction, Marketing Loyalty, Communications, Associate Satisfaction and Quality & Productivity
Banco Santander. Director of Remote Banking and Quality & Customer Service
Procter & Gamble and Elosua (currently Deoleo). Several positions in Marketing

Academic Background
Education
PhD – Universidad Pontificia de Comillas. Madrid (Spain)
MBA – Massachusetts Institute of Technology (MIT) Sloan School of Management. Boston, MA (USA)
Graduate in Business. Universidad Pontificia Comillas (ICADE). Madrid (Spain)Academic Experience

Publication
Crowdfunding as an open innovation for co-creation. From Strategic Approaches to Successful Crowdfunding. December 2015

Professor
IE Business School. Business Process Management, Innovation and Project Management
ICADE Business School. Knowledge Management, Project Management and Master in Quality Management

Analistas Financieros Internacionales (AFI). Innovation in the Financial Services Industry
MIT Sloan. Teaching Assistant Professor Shoji Shiba. Total Quality Management.

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