Customer experience / Experiencia de cliente
Jose Serrano is the CEO of Izo, The Experience Design Company, and a passionate advocate for Customer and Employee Experience methodology as a differentiating business strategy. As a speaker, university professor, and co-author of the book “Experiencia de Empleado” from DEC (the Spanish Customer Experience Development Association), Serrano has established himself as a key figure in the creation of impactful business experiences.
Jose Serrano’s career has always focused on comprehensive customer-oriented service management, with a proven ability to create WOW Experiences that drive business results and generate differentiation. Certified in CX by DEC, Serrano is a board member, Vice President of AEERC (Spanish Association of Customer Relations Experts), and Director of the CX Master’s program at La Salle, among other prominent roles. His expertise as a speaker extends to major forums such as FITUR, the Digital Marketing Transformation Forum, and the Innovation Summit, while he also teaches at leading universities and business schools. Serrano is an active advocate for CX (Customer Experience) and EX (Employee Experience), promoting these disciplines within numerous organizations.
Jose Serrano’s conferences offer practical, relevant, and cutting-edge knowledge on customer experience in business. He presents an alternative perspective on managing customer relationships and experiences, sharing key insights on cultural change, digital transformation, and data analytics. His dynamic, engaging style provides effective, applicable tools that inspire companies and teams to transform their approach to customer and employee experience.
Jose Serrano explores the latest trends in innovation in customer and employee experience, sharing success stories and industry-leading practices. Attendees will discover the strategies of top performers in this field and learn how to apply these insights within their own sectors or companies to improve customer and employee satisfaction and loyalty.
In this talk, Serrano reveals strategic keys to designing WOW experiences that stand out in the market. He addresses experience design, core principles of Customer and Employee Experience, and the cultural shifts necessary for implementing this strategy as a competitive advantage.
Jose Serrano introduces essential tools—from Customer Journey to Design Thinking—to redesign and enhance emotional interactions with customers and employees. This practical approach equips attendees with effective methodologies like Empathy Mapping and Agile Experience to apply in their organizations.
In this session, Serrano addresses key metrics for customer and employee experience and the importance of ROI in managing these experiences. The conference includes advanced Voice of the Customer and Employee models and analyzes how experiences impact business results.
If you’re looking for an inspiring and practical talk on customer and employee experience as a differentiation strategy, you can book Jose Serrano through Thinking Heads. As one of the leading experts in this field, Jose offers a unique perspective on transforming company culture and processes to enhance customer and employee satisfaction. Contact Thinking Heads today for more information and to secure his participation in your next event.
1. Inquiry: Share your event goals and budget. We respond within 24 hours.
– Solid Contracts: Legal protection and clear clauses regarding cancellations.
– Plan B: Immediate backup support in case of unforeseen events.
– Fiscal Compliance: Proper invoicing and adherence to regulations.
– Keynotes: Main stage presentations (45-60 min).
– Fireside Chats: Dynamic, informal on-stage interviews.
– Panels: Expert roundtable discussions.
– Workshops: Executive sessions or private meetings.
– Virtual Events: High-quality webinars and online conferences.
View profile
Book Speaker
View profile
Book Speaker
View profile
Book Speaker
View profile
Book Speaker
View profile
Book Speaker
Contact us
