customer experience
Juan Carlos Alcaide is one of Spain’s leading experts in customer experience, service marketing, customer service, and loyalty. With nearly 30 years of consulting experience, Alcaide has trained over 120 companies, including several international firms, and has participated in more than 150 conferences across Spain and Latin America. Known for his humanistic and technological vision of marketing, he combines hands-on experience with exceptional communication skills to offer a unique approach to customer experience management, where technology is used to foster genuine and trustworthy relationships between businesses and consumers.
With a degree in Sociology, a Master’s in Human Resources, and currently a PhD candidate in Economics, Juan Carlos Alcaide founded and directs MdS, a consultancy specializing in customized profitable customer management projects. Since 1994, he has been a professor at ESIC, where he teaches the GESCO Master’s and MBA-MADAM programs, and he has also taught at prestigious business schools like IE, EADE, EOI, and Foro Europeo. He has authored and co-authored 10 specialized books, including *The 100 Mistakes in Customer Experience*, *Customer Loyalty*, and *Industrial Marketing*. Additionally, he frequently contributes to leading sector publications, such as *Marketing y Ventas* (Harvard Deusto), and in media outlets like *Expansión*, *La Razón*, and *Huffington Post*, where he writes about marketing trends and customer management.
Juan Carlos Alcaide’s conferences are insightful and highly practical, focusing on transforming service marketing and customer experience management in a digital environment. With an approachable and engaging style, Alcaide shares his vision of integrating artificial intelligence, cognitive computing, and the Internet of Things with a humanistic approach to customer relations. His goal is not only to maximize the benefits of digitalization but also to promote an honest and trusting relationship between businesses and consumers, fostering authentic and satisfying customer experiences. His ability to make complex topics accessible results in valuable and enriching talks for executives and professionals.
In this talk, Juan Carlos Alcaide explains how technology can be used to build close and trusting relationships with customers. He details strategies to combine technological tools with a humanistic approach, achieving commercial intimacy that strengthens customer loyalty and satisfaction. This conference provides a practical perspective on leveraging technology without losing human touch in customer care.
Alcaide addresses how service marketing has evolved with digitalization, providing guidance on implementing cognitive computing, artificial intelligence, and other technologies in customer experience management. With practical examples, he demonstrates how these technologies can optimize customer retention and loyalty in an increasingly digital environment.
Based on his book *The 100 Mistakes in Customer Experience*, this talk delves into the most frequent mistakes in customer experience management and solutions to avoid them. Juan Carlos Alcaide explains how correctly implementing customer experience strategies can improve satisfaction and loyalty, providing key insights into creating memorable experiences.
If you’re looking for an inspiring and practical talk on customer experience, service marketing, and customer loyalty, you can book Juan Carlos Alcaide through Thinking Heads. As one of Spain’s top customer experience experts, Juan Carlos provides an integrated and up-to-date vision on transforming customer relations through technology and a humanistic approach. Contact Thinking Heads today for more information and to secure his participation in your next event.
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