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Joao Gil Pedreira
Founder and CEO 
Bridges Advisors

Joao Pedreira.jpg

AIC 2025 Presentation

Workshop Title: Customer Centricity: The Transformational Source

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Workshop Description:

Have you ever wondered what should be your organization next step? Or, if you starting a new organization, what should be its first step? Have you ever wondered if the changes you are doing within your organization are been effective and well received by your customers? Or even tackling their main pain points or desires? Or are you having problems uniting and motivating your organization to embark with you and win the next organizational challenge? If any of these questions have resonated this discussion forum is definitely for you

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Workshop Learning Outcomes:

  • Introduce customer centricity as the main transformational source

  • Understand what are the main tools to listen to the voices of your customers

  • Learn how to combine operational data and experience data to generate powerful transformational insights

  • Introduce the concept of omni-channel or systemic journey mapping as a transformational tool

  • Introduce the concept of customer centric North Star

  • Understand the role of voice-of-customers platforms and the internal and external close-the-loop cycles

  • Introduce NPS ROI and discover how it can unit and motivate an entire organization for change

  • From Centers-of-Excellence to CX Councils, always keeping design thinking methodology and mindset at the center, understand what is the role of customer centricity within cultural transformation

Biography


Joao Gil Pedreira is the President of Bridges Advisors, consultancy firm for strategic, customer experience, social-economic, management, transformation and financial matters, originally founded in Europe in 2011 and then expanded to the United States of America in 2023.

He has more than 30 years of experience as a strategic consultant throughout McKinsey, DiamondCluster, Greenwich Consulting, and Bridges Advisors, focused and specialized on telecom, banking and insurance industries, throughout Europe, America and Africa, and as an Affiliate Oliver Wyman Senior Advisor for strategic and customer experience projects.

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Between 2019 and 2023, he was the Head of Customer Experience Strategy and Transformation Management at TracFone and Verizon Value Segment, the largest prepaid cellular wireless provider in the United States.

Holds a graduate degree in Economics from the Portuguese Catholic University in 1996, where he taught 'Customer Recovery Solutions', 'Credit Recovery Management' and 'Social Banking and Finance' in the advance executive management programs and 'Ethics in Organizations' in advance training programs and was a researcher of the Philosophy Studies Center.

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Joao Gil Pedreira is an international lecturer and speaker on the topics of strategy, customer experience, transformation, credit risk, over-indebtedness, sustainability in the credit markets, among other topics.

He is the author and co-author of the following books: (1) “The Bailout of Families and Companies from Chronic Over-indebtedness”, published by Principia in 2013; (2) "Banking in Portugal - Chapter 7: Retail Banking for Households in Portugal", published by Palgrave Macmillan in 2015; (3) “Money and Debt”, published by Penguin Random House in 2016; (4) “Humanization and Care. The Art of Caring”, chapter “Economics as a possible art of humanization", published by Catholic University of Portugal in 2019.

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