Customer Experience Economist. Expert in Customer Value Management & Loyalty with financial impact. More than 15 years of experience in management positions in Latin America in multinational companies in Strategy, Customer Experience, Churn, Innovation, Pricing, Revenue Management, Commercial Planning, Marketing and Transformation. International certifications in CX: CCXP® and XMP®. Member of the Board of Directors of the Global Customer Experience Professionals Association (CXPA). He is an international speaker and professor at graduate schools. Creator of several CX Economics and Customer Value Management frameworks; he is also co-author of the best-selling Customer Experience Book 5.
Economist with a major in Finance. MBA from IE Business School. He has several postgraduate studies and specializations in Business Strategy, Innovation, Analytics & Big Data, Customer Experience, Marketing, etc, in universities in Latin America, USA and Europe. He also participated in the specialized program “Achieving Breakthrough Service” at Harvard Business School. He is one of the few experts in Financial Management of Experience and Loyalty in Latin America.