2024 Speaker


Biljana Bakoč Jovanović is currently the Director of Customer Experience Department at Mozzart, where she oversees global customer service operations across Serbia, Croatia, Bosnia and Herzegovina, Malta, Romania, North Macedonia, Kenya, and Nigeria. With 20 years of experience, primarily in the banking industry, she has more recently focused on the gambling sector.
Her expertise lies in establishing customer service departments, implementing solutions, processes, organizational systems, training programs, and continuous improvements, as well as introducing new technologies. Biljana also provides consulting services to companies aiming to enhance their customer experience and implement CRM systems.