Silvia Moran | Director for Customer Engagement
IBERIA

Currently, I work as Director of Customer Engagement in Iberia with a strong focus on omnichannel strategy and AI transformation. I have more than 20 years of experience in the field of customer service. Throughout my career, I have had the privilege of working in various industries such as Banking, Energy and Telecommunications.
In these roles, I have led the service strategy and operational management of both owned services and outsourced contact centers. In addition, I have been responsible for the digital transformation of customer service channels, always ensuring that customer needs and expectations are met efficiently and effectively.