EP 3OnBrand: “Wise Friend & Fierce Defender”: The Heart of AARP CX
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OnBrand: “Wise Friend & Fierce Defender”: The Heart of AARP CX

With Viviana Pagán-Muñiz

Guest
Viviana Pagán-Muñiz
Senior Advisor
Help Network at AARP

Viviana Pagán-Muñiz currently serves as senior advisor to AARP’s Consumer Care Help Network Team, supporting their mission to drive organization-wide transformation in technology and service structures. The goal is to ensure the best service and experience for its 38 million members to help all people 50+ live the best life as they age.

She currently leads the strategy execution for AARP’s Help Center, driving the adoption of self-service channels that include help content and support bots, and providing the environment to build a bridge between members and agents to connect seamlessly. Her role requires the gleaning of insights to help drive change across products, business, and processes by using the voice of the customer (VoC) and analytics. Viviana has more than a decade of experience marrying digital, nonprofit, marketing, multicultural, and customer experience (CX) to deliver great CX and marketing success to organizations.

Since 2009, she has worked across the Americas from Puerto Rico to Argentina to Washington, D.C., supporting more than 22 countries through the digital agency life at W3, followed by SOS Children’s Villages as digital marketing content advisor, SOS Children’s Villages USA digital director, and her different roles at AARP. Viviana lives in Maryland with her family and is an advocate for self-care, working out, and literacy for children.

EP3 December 1, 2020