Alejandro Villacis, MS, MBA, is the Vice President of Customer Experience at FCP Euro. Backed by an MS in Applied Analytics from Columbia University and a Rutgers MBA specializing in Analytics and Information Management, Alejandro bridges data-driven insights with operational strategies focused on the CX ecosystem and operations. He intentionally minimizes direct customer-facing AI, choosing instead to deploy AI that empowers human agents with real-time insights and streamlines workflows. His strategy centers on utilizing AI for deep Voice of the Customer (VoC) insights and agent-facing efficiency tools, ensuring that all automated recommendations are thoroughly vetted by humans before reaching the consumer. By automating tedious backend tasks like retrieval and summarization, he saves his team valuable time and effort, freeing them to deliver the high-touch technical expertise customers expect.

Alejandro also brings this practical framework to academia as an Associate Lecturer at Columbia University, where he mentors next-generation data professionals through the MS in Applied Analytics Capstone Program. At Ai4, he will take the stage on The Augmented Contact Center panel to share how companies can scale backend contact center operations while preserving human empathy and expertise. Outside of work, Alejandro resides in New Jersey with his wife and three daughters, and enjoys traveling, exploring the culinary scene as an avid foodie, and making memories with his family.