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Rafael Domene

Greater Boston, United States

Collaborative, growth-focused, results-oriented, senior executive with over two decades of global leadership leading the intersection of Customer Experience, Digital Transformation, Cognitive Technology, and Analytics. Digital Leader who has served as an Executive Officer for several global companies leading the effort to help customers take advantage of Digital First operating models where agility, speed and efficiency are keys to successfully managing the digital disruption occurring both inside and outside. Recognized as one of the top 50 emerging Intelligent Automation influencers worldwide. His expertise is in building Customer Operations and Contact Centers where customers are at the center, experiences matter and companies are using technology and designing processes to reduce customers’ effort while increasing their value and loyalty.
Customer Experience executive leading companies into the next phase of growth and efficiency. Results oriented and practical leader delivering proven improvements.
Experienced in Start-Ups and consolidated organizations disrupting and innovating Contact Centers and Customer Operations all over the world through the latest in AI (including Generative AI), Intelligent Automation and the latest in Process Mining & Analytics.
5 Telecom Start-Ups, 3 International BPOs, 2 Consulting Companies, 1 Contact Center Technology company and more than 50 contact centers implemented over 12 different countries.

Rafael Domene Points
Academic 0
Author 19
Influencer 98
Speaker 0
Entrepreneur 0
Total 117

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Areas of Expertise

AI 30.13
Customer Experience 30.30
Mergers and Acquisitions 30.15
RPA 30.80

Industry Experience

Publications

1 Analyst Report
Automating Customer Engagement
TTEC
November 09, 2021
Today, the research shows that customer experience and consumer engagement strategies are far more important to the success of the overall business than most C-level executives understand. As you’ll see throughout this report, these functions are becoming dependent upon the utilization of digital automation in the contact center and responding to shifts in consumer behavior. To contact center leaders, specifically, automation is the number one area of investment priority right now.

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Tags: AI, Customer Experience

6 Article/Blogs
Leading the Way with RPA at du Telecom
TTEC
November 02, 2020
The best of robotics brings out the best in people, especially in customer service, where automation is an integral part freeing agent for meaningful work. Applying automation tools, like RPA and RDA that free up manual tasks, can help reduce friction and increase savings. But without the right partner and guidance, you may be only deploying technology for technology’s sake.

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Tags: RPA, Telecom, Robotics

Decoding RPA and Intelligent Automation in the Contact Centre
TTEC
February 07, 2020
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service.

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Tags: Customer Experience, RPA

Automation Forges Clear Customer Journey Paths
TTEC
January 09, 2018
Customer centricity is on the rise. Companies of all sorts are exploring ways to simplify the customer experience. And many companies turn to customer journey mapping as a way to understand the customer point of view to prioritize customer interactions to meet customer needs in a cost-effective way.

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Tags: Customer Experience

Merging of the Minds: Don’t Let Customers Suffer During Telecom Consolidation
TTEC
February 02, 2016
Mergers and acquisitions have become commonplace throughout the telecommunications space. In 2015, brands like Lightower and Fibertech, Crown Castle and Sunesys, and Frontier and Verizon had M&A deals. While these and other companies merged assets to reduce costs and boost revenue, the most imperative element—the customer—often gets lost in the shuffle.

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Tags: Customer Experience, Mergers and Acquisitions, Telecom

For Telecoms, These Three Automation Benefits Mean a Better Customer Experience
TTEC
December 07, 2015
Despite its nostalgic undertones, the term “traditional” used to describe technology now substitutes as code for old and expensive. Rather, the transition to digital brings with it the promise of increasing customer loyalty, and for telecoms, digital adoption could be the industry’s saving grace.

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Tags: Customer Experience, RPA, Telecom

MWC Wrap-Up: Connected Customers Need Connected Customer Strategies
TTEC
April 21, 2015
As always, the 2015 Mobile World Congress was full of new gadgets and eye-popping technology innovations from leaders in the communications space. Though initially exciting, many of these breakthroughs require a more focused attention on the customer experience to see them move off the trade show floor and into everyday consumer life. And, from our experience at the show speaking to telecom leaders from around the world, it’s clear that the space is ripe for strategies aligned to customers.

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Tags: Customer Experience, Telecom

1 Webinar
The Story at Du: How Enterprise Automation Delivers Transformational Results
TTEC
November 03, 2020
Rafa Domene, TTEC’s Automation Practice Lead and Bogaç Giritlioglu, Managing Director & Sales Manager at Pegasytems will discuss how innovative technology, automation expertise and operational experience came together to leverage robotics and intelligent automation to deliver operational, customer and financial outcomes for your business.

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Tags: Customer Experience, Robotics

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