Rise UP CX Talks — Customer Experience Leadership

I was invited to Rise UP CX Talks to speak about a topic I'm passionate about: customer experience as the nervous system of the organization. Not as a department. Not as a metric. As an operating philosophy.

I shared the three most important lessons from my career: 1. CSAT is a symptom, not a diagnosis 2. Retention is built during onboarding 3. Service culture starts with leadership, not the manual

The audience included CX leaders from across Latin America. It was a reminder that this community is growing — and that the future of business runs through experience.