Sailing against the wind to deliver convenience and low effort experiences

The COVID-19 pandemic rapidly changed consumers needs, expectations and behaviors in regards to Customer Service. Simultaneously, the customer support and field service workforce was faced with their own challenges and the need to reinvent itself. Whirlpool's Consumer Services successfully sailed through the storm by redesigning experiences and by expanding its menu of services and interaction channels.

Speaker: Simone Silva

Head of Consumer Services - Sr Director, Whirlpool Corporation

Senior Director of the Consumer Services Organization for Whirlpool in North America. Simone is responsible for the ominichannel consumers and trade facing contact centers supporting Whirlpool’s portfolio of brands throughout the end-to-end Customer Experience, and for the development of Whirlpool’s Service and Home Delivery Network, leading a team of approximately 2,000 people with an additional 3,000 independent service providers nationwide. Simone holds a B.S. in Mechanical Engineering from FEI in Brazil, a MBA in Finance from FGV and the University of California Irvine and a Master of Science in Technology, Leadership and Innovation from Purdue University. She has over 25 years of experience in Quality and Service, 11 years in Automotive with Volkswagen, and 14 years at Whirlpool Corporation, having had international assignments of increased responsibility in the US, China, Germany, Mexico and Brazil.