Luis Guardado is a highly engaged professional with over a decade of proven experience leading several Project Management Offices across the Americas, serving in different multinationals like HSBC, United Nations, and OneLink.
Presently Luis is serving as the Vice President of PMO and Solutioning for the Americas region at Webhelp™, supporting its Corporate Strategy Design and assuring a flawless execution of the Regional Strategic Portfolio, and leading the Pre-sales, Business Development, Solutioning, and Digital Transformation endeavors.
In 2021, he was recognized and awarded the ‘Best PMO of the Americas’ by PMOGA™, ‘Best Project Manager of the Americas’ by CCW™, and “Best PMO in LATAM” by BRPO™. Later in 2022, PMOGA™ recognized him as one of the ‘Top PMO Leaders of the Year”.
A Master in Business Administration, Innovation, and Finance, Luis is also an international speaker and university teacher providing Strategy, Portfolio and Project Management, Business Development, Design Thinking, Leadership, and Neurosemantic lectures.
As a veteran business leader, Luis represents several boards in educational institutions and NGOs dedicated to promoting knowledge-sharing entrepreneurial efforts and social assistance to communities in need.
Creating a Seamless Customer Journey
Alongside its game-changing culture, Webhelp brings a full portfolio of services, focusing on BPO, and automation, thriving for conversations & development of self-service to digitally reduce effort and drive customer autonomy, positioning self-service, chatbots, and voice bots. The organization also connects channels and systems for seamless, digital customer journeys anytime, anywhere, with the help of omnichannel, messaging, video chat, and platform integration. Webhelp is focused on bot interactions and customer experience efficiency to provide quicker and personalized experiences, introducing machine translation, voice transformation, RPAs, and email automation.
Tackling the Pandemic
Since its inception in 2000, Webhelp has been a pioneer in innovation. It envisions a process as an infinite loop, which goes from the design of the solution to the evolution. This holistic approach ensures a never-ending process that causes massive disruption and proposes evolutionary and innovative solutions for its clients. The pandemic accelerated these processes throughout the company. For one of its major clients, Webhelp rewrote its path in digital transformation, which moved its interactions to up to 50% digital. This eventually helped to achieve overwhelming results, like a 34% improvement in First Call Resolution and reducing their cost per interaction by more than 67% and approximately 15% of the overall billing.
A Different Organization
With a talented management team, Webhelp is a people-first company. It has several talented professionals leading change, managing the end-to-end process, and approaching this experience coherently with the overall user experience.
While having new programs and onboarding new clients, Luis and his team map the potential opportunities presented, and they sit with their clients and set the expectation moving forward in their partnership. Webhelp goes beyond the vendor-client relationship and transforms it into a win-win experience. The organization creates solutions and integrates the technology as part of the overall strategy; it analyzes, designs, and sets guidelines for continuous improvements. Webhelp doesn’t sell technology; instead, it sells end-to-end solutions and remains responsible for the outcome. The organization’s added value is the flexibility of its in-house innovation team to meet the requirements and transform the customer experience through embedded consultancy.
Future Roadmap
Webhelp is pushing digital and self-service solutions while expanding its digital offerings and focusing on database management to improve business and customer intelligence as it moves beyond the traditional BPO and includes consulting, insights, and technology. A well-defined three-step strategy supports this. At first, Webhelp focuses on expanding its reach, which can expand its operations, offer a global footprint for its client base, and provide them with the best-shore solutions and alternative ways of working. Second, Webhelp transforms the core, increasing value creation with a transformation approach through technological, customer journey design, and data capabilities. And finally, it plans to extend its services and selectively develop other BPO services such as Content Moderation, Data Annotation, and B2B Sales, among others, to provide an end-to-end solution to its clients with a customer-centric focus.