Rodrigo Fernández de Paredes is an international speaker and top consultant with 18 years of experience leading projects in customer experience, employee experience, CRM, customer service, and loyalty. As President of CXLA (Customer Experience Latam Association) and author of “Construyendo Xperiencias,” the first book specializing in customer experience in Latin America, Rodrigo has become a key figure in CX and EX strategy development across the region, focusing on enhancing brand connections through exceptional customer experiences.
Rodrigo Fernández de Paredes has led and advised projects across industries and countries, working with major companies like The Ritz-Carlton (Spain), Banco Davivienda and Grupo Uribe (Colombia), Claro (Ecuador), Belcorp, and the Galapagos Airport, among many others. He is the CEO of Xcustomer Group, a company comprising CX Latam Institute (training), Xcustomer360 (consulting), and Metrix365 (measurement software for standards and customer voice). Rodrigo is also the creator of the Customer Experience Design & Management (CXDM) Certification Program, taught in 12 countries, as well as other CX programs in partnership with the University of the Andes (Colombia), Pacífico Business School, and CENTRUM Católica (Peru).
Rodrigo has dedicated his career to promoting empathy and a deep understanding of the customer as key tools for business growth. He implemented the XCUSTOMER 360® model and co-created the Xcustomer360 software, designed to measure and manage the customer experience in real-time. His innovative approach has significantly contributed to enhancing customer service and satisfaction processes, positively impacting loyalty and profitability for his corporate clients.
Rodrigo Fernández de Paredes’ conferences are dynamic, inspiring, and highly practical, designed for business leaders and team heads seeking to transform their organizations through customer experience. With a relatable and engaging style, Rodrigo emphasizes the importance of differentiating through exceptional customer experiences, providing clear strategies for creating real business impact. His talks focus on developing a culture of empathy and connection with customers, teaching audiences how to recognize and respond to evolving consumer needs. Rodrigo uses case studies and effective tools to help companies implement immediate improvements in their customer experience.
In this talk, Rodrigo teaches organizations how to rapidly adapt to changing customer expectations in an increasingly competitive world. Using practical examples, Rodrigo explains how managing both customer and employee experience together can create a sustainable competitive advantage by fostering a culture of empathy and collaboration.
Based on his book “Construyendo Xperiencias,” Rodrigo shares the core principles for creating effective customer experiences, from design to implementation. Drawing insights from his work across multiple countries and industries, he teaches companies how to foster loyalty and differentiate themselves through exceptional, empathy-driven service.
In this talk, Rodrigo explores the impact of employee experience on business outcomes and presents strategies to foster a positive work environment that drives team engagement. Using the XCUSTOMER 360® model, he explains how a fulfilling work experience can translate into a better customer experience, creating a cycle of continuous improvement.
Rodrigo introduces advanced tools and measurement methods to manage customer experience in real-time, using the Xcustomer360 software and the XCUSTOMER 360® model. This talk is ideal for companies looking to implement continuous improvement processes in customer service and loyalty, supported by precise, up-to-date data.
If you’re looking for an inspiring, expert talk on customer experience, employee experience, and differentiation through service, you can book Rodrigo Fernández de Paredes through Thinking Heads. As one of Latin America’s top experts in Customer Experience, Rodrigo offers an innovative perspective on strengthening brand-customer relationships. Contact Thinking Heads today for more information and to secure his participation in your next event.
View profile
Book Speaker
View profile
Book Speaker
View profile
Book Speaker
View profile
Book Speaker
View profile
Book Speaker
Contact us
