José Serrano

What Are His Conferences Like?

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.

Selection of Conferences

Trends in 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.

Customer and Employee Experience as a Differentiation Strategy

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.

Strategic Tools for Managing and Designing Customer and Employee Experience

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.

Measuring and ROI of Experience

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.