August 27 - 29, 2018 | Hilton San Diego Resort & Spa, San Diego, CA

Robin Gomez

Director Data and Analytics

Robin Gomez has been with the industry for 20 years, beginning with catalog-based fulfillment and customer service through the growth and evolution of ecommerce.  He is responsible for the Operational Excellence function of Customer Care inclusive of Lean Six Sigma, Voice of the Customer and CX, PMO and technology applications for internal and external usage along with Data & Analytics for Radial Operations including Fulfillment, Transportation and Customer Care.   He is focused on enhancing the consumer experience through the use of process improvement, data, technology, consumer insight and analytics.  Robin has a B.S. in Psychology with an M.S. in Industrial/Organizational Psychology.  

4:40 PM Driving client centricity across the organization and how is data connecting all the dots: A Radial case study

Robin wears 2 hats at Radial – owner of OPEX in customer care whilst leading the data and analytics team to connect the dots across the entire operations organization. This session will showcase the pioneering work they have been implementing to transform customer experience. 
·         Turning siloed data into unified insights across the entire organization
·         Driving strategy alignment through operational excellence initiatives
·         Implementing RDA projects to provide a seamless customer journey
·         Connecting disparate data sources across the organization: Preparing for robust predictive analytics, internal KPIs to drive unification and real time decision making

Check out the incredible speaker line-up to see who will be joining Robin.

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