One of the concepts that has been catching and holding my attention in recent years is Future Readiness. Future Readiness refers to the readiness […]
José Serrano
CEO @
España |
CEO @ IZO – Licenciado en Ciencias Políticas por la Universidad Complutense de Madrid.
Cuenta con más de 20 años de experiencia en posiciones directivas en el ámbito de gestión de empresas de gestión de clientes y consultoría de negocio.
Su contribución profesional se focaliza en la gestión íntegra de servicios de orientación al cliente en compañías de prestigio en el mercado, aportando la capacidad de crear experiencias WOW con sus consumidores, mediante una gestión diferencial de la Experiencia de Cliente.
Actualmente es CEO de IZO España, The Experience Design Company, miembro de la Junta Directiva en DEC, Asociación de Experiencia de Cliente, miembro de la Junta Directiva de la AEERC (Asociación Española de Expertos en Relación con Clientes), socio en la AEC, Asociación Española para la Calidad, y Director del Master CX de La Salle.
También ejerce de profesor especializado en Experiencia de Cliente y Empleado del MBA Executive de la Mondragon Unibersitatea, del ESIC Executive Senior Marketing, del Programa superior de Contact Center de ICEMD y del Master de Experiencia de Cliente de la escuela de Negocios La Salle.
Y es conferenciante en eventos con foco en Experiencia de Cliente e Innovación en distintos sectores: FITUR, Digital Marketing Transformation Forum, Innovation Summit, etc.
Posts from José Serrano
When we want to transform the culture of an organization, much is said about how we transform behaviors. This makes sense because behaviors are […]
(26) Claudia Serra – Are internalization processes out of fashion? – YouTube […]
Attracting and motivating employees is one of HR’s major challenges. Although it is certainly not an easy challenge, this approach can help you succeed: […]
Ladislau Batalha: We spoke with Ladislau Batalha, founder of Lab Experience and blogger at CX Blog. Ladislau is recognized as passionate about the sector, […]
In marketing, the churn rate or cancellation rate is the percentage of customers who cancel service after a certain period. In the transformation of a […]
Statistics published by Eurostat tell us that 50% of Portuguese companies already have a presence on social networks, and we have seen these numbers […]
I recently read that adverbs are one of the most common classes of words we say in our lives, and that the most used […]
A couple of days ago I needed to schedule a doctors’ appointment, so I called my hospital. As usual, the called was picked up […]
Back in 2007, the term “hyperconnectivity” emerged to refer to the widespread and regular use of internet-connected devices. Looking back, we probably could not […]
Have you heard of Boreout? No, this is not a typo. It’s not Burnout, it’s really Boreout. It was the consultants Rothlin and Werder […]
