Maru del Moral as New Customer Experience Director at eKomi
eKomi, The Feedback Company, has appointed Maru del Moral as Customer Experience Director.
Maru del Moral, who was head of Customer Experience (CX) at AXA and key in executing one of the fastest global CX rollouts within the Insurance industry, has joined eKomi as Director of CX. This represents an important win for the Experience Management area as a whole, since Maru will integrate her vast industry-specific expertise in the digital CX space, increasing the value offered to banking and insurance companies.
The move comes amid a general, industry-wide shift of focus towards the importance of CX as a key business differentiator.
“As we strive to have the strongest products in the Experience Management space, we have shifted our focus to the insurance and financial industries, so to provide highest quality and value to our customers”, Michael Ambros said.
“Maru joining eKomi is not only a win for the company, but is also representative of the level of trust that industry-veterans have in our solutions, while also serving as a success story for the industry as a whole. This union means that now, for the first time, an industry insider can influence and improve our CX solutions from the core, and help us create even more competitive and valuable offers”, he added.
“The biggest issue with CX companies across the world is that their systems are designed around the traditional survey concept, and are either not very agile, or not compliant with local third party regulations – this is especially true of the large US venture-backed CX providers”, Petra Gibboesch, VP of Compliance and Program Management Office at eKomi added.
“Winning Maru as part of our team reinforces our commitment towards catering to the unique aspects of the banking and insurance industries, and to our will to continuously push the envelope to stay ahead of the curve”
CX will continue to drive not only top-line revenue but also the long-term survival of insurance companies, in preparation for which eKomi has set up one of the most experienced, industry-specific insurance and financial services CX teams.
Passionate about fulfilling customer’s needs and expectations, Maru’s principal goal while working for AXA has been to provide an experience that will exceed customer expectations. It is for this reason, when the opportunity presented itself to work at eKomi, it seemed like the next logical step in her career, and a step forward in the Customer Experience field as a whole, as eKomi closes the gap between client needs and solutions.
“I believe this instant and closer interaction is an industry-wide necesity,” said Maru. “eKomi has one of the strongest commitments to this industry, and several of my ex-colleagues in Insurance share my opinion. This is why I decided to join eKomi – to create even a stronger, tailored solution and personally contribute to strengthen CX practices throughout the industry.”
As one of her first steps as CX Director, Maru announced the set-up of a specialized consulting branch within eKomi, to help insurance companies around the world to better plan and execute their CX initiatives to reach their objectives.
“Throughout the last 15 years, while working within AXA and other organizations, I have observed that teams often struggle most with the first, most basic step towards customer-centricity: the set-up and organization of their CX in a way that the company not only gets the most out of the program, but also budgets it properly,” Maru added.
Thanks to this new addition, eKomi is now uniquely positioned to bring its offer to the next level. Now insurances and banks can benefit from insider expertise, tips and guidance on building a successful, global, 360 degree CX program from the ground up.
As part of the company that helped her bring customer satisfaction to the next level within AXA, Maru is excited to integrate her expertise towards the evolution of the eKomi solution.
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