Innovation that makes history inside and outside the classroom

22 2023 August

MBA Graduate in Entrepreneurship INCAE leads innovation in favor of bank users throughout the region

On this occasion, we want to highlight the success story of Daniel Berrocal, engineer, with a specialization in data mining and graduate of the MBA in Entrepreneurship, who together with his work team in LAC, was awarded first place in the category CX Innovator in the prestigious Genesys Customer Innovation Awards, recognition that celebrates the most outstanding advances in customer experience management and the commitment of the team that has promoted it for 18 years.

Innovation in action.

INCAE's MBA in Entrepreneurship cultivates the skills and knowledge to successfully lead innovation and development departments in the areas of new products, new business models and applied innovation; this case is a living example of this.

Technological innovation in contact centers is essential to drive the customer experience to new levels. Winning the award in this area was possible thanks to three key reasons: teamwork, definition of roles and functions, and a work logic focused on innovation. Our approach began with the implementation of Gartner's market-leading Genesys Cloud software, enabling us to innovate with cutting-edge tools. As our team grew, we developed a strategy based on growth, specialization, and the integration of Genesys Cloud with other systems. We automate key KPIs, implement data-driven projects and land new segmentation strategies. Technological innovation became our hallmark, a disruptive thinking style that prompted us to seek continuous improvement opportunities in all aspects of our business.

Daniel Berrocal, MBA

Regional Assistant Manager of Voice of the Client & Collaborator

Daniel Berrocal and his team focused on developing customer-focused strategies to identify and segment them in such a way that the financial institution could execute personalized strategies that later translated into outstanding results. In just 3 months they managed to generate income of more than USD $4MM and capture information from more than 14.000 clients. Thanks to its innovations, new business opportunities continue to be opened for its customers.

We are proud to see how our graduates apply their knowledge to make a real impact in their organizations and communities. We congratulate Daniel Berrocal on his achievement and we hope to continue to be part of the success of our graduates in the future. If you are interested in learning more about the MBA Entrepreneurship Track enter here.