Impact transformation

Raúl de Pablos, graduated in Economic and Business Sciences from the Complutense University of Madrid and with executive training in Sales Management from IESE Business School, joined Grupo Izo in 1999. His contribution has been key to the development and expansion of the organization, currently serving as Corporate CEO, leading the Group's strategic vision and international expansion. He teaches the Masters of Customer Experience and Contact Center at ICEMD, in Digital Marketing at ESIC Business School, and has training in sales management from IESE. Certified in Customer Experience by Strativity Group, Raúl is also a recognized speaker at both national and international events and conferences.

Carlos Molina, a graduate in Environmental Sciences from the University of Alcalá de Henares and Certified Customer Experience Expert from Strativity Group and the Customer Experience Development Association, has more than 20 years of experience in customer and employee management at IZO, the leader in Customer Experience in Spain and Latin America. He has worked with clients from various sectors, such as American Express and Vodafone, acquiring a broad vision of creating and managing the customer experience. He is currently Corporate Vice President of Experience & Digital at IZO, Blogger, Co-Author of “The Customer Experience”, speaker at international events, Director and Professor at ESIC Business School, jury in the DEC Awards, and member of the board of the Association for the Development of Customer Experience in Latin America.

Pablo joined the Izo Group in 2012 and is currently the VP of Operations and Innovation. He heads the consulting unit at IZO Corporate at an international level, focused on Europe, North America and LATAM, and leads the development of the value proposition, strategic alliances, and new solutions in Experience Management. He holds degrees in Business Administration and Management and Law from ICADE Madrid, and a Global Master's Degree in Digital Business. Certified as an agile coach by Europeanscrum.org and in Scrum, he also holds the professional Customer Experience certification from the DEC Association. Since 2012, he has been a professor at ESIC Business School, speaker at WOBI, and co-author of “Leaders that Inspire: CX, Service and Hospitality”.

Reka Barath, with an MBA in Service Innovation & Design from the University of Applied Sciences of Helsinki and a specialization in Digital Experience Design and Behavioral Design, is an interior designer and architect from the Polytechnic University of Madrid, as well as a degree in Hispanic Philology from the Eötvös Loránd University of Budapest. Since 2015, at Grupo Izo, he has contributed to the development of solutions and to the professional learning experience. He is currently Franchise Success Director at Izo, leading the Group's success and international expansion. A professor at ESIC Business School and at the Pacific Business School in Peru, she is also a Certified Expert in Scrum Foundations, an Agile Coach by European Scrum, XM Scientist by Qualtrics and a speaker at international events.

Fiorella has a degree in Chemical Engineering from the University of Buenos Aires, with a Master's Degree in Branding and Brand Communication from the Barcelona School of Design and certified in Experience and Service Design by the Experience Center of the Adolfo Ibáñez University of Chile.

He joined Izo in 2021, where he has worked in the areas of Marketing and Sales. He is currently the leader of the Marketing team, where he manages and coordinates Marketing, Communication and Branding initiatives for the entire Izo Group.

Sofía Yonico has a degree in Marketing with a specialization in Digital Marketing from the University of Business and Social Sciences of the City of Buenos Aires, Argentina. He joined the team in 2021 and currently holds the role of Sales Manager for IZO World, with the objective of positioning the organization as a leader in different solutions, significantly boosting the commercial strategy for all the countries in the group.

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With years of experience in the technology industry and backed by its commitment to excellence and innovation, Sofia provides a unique combination that allows her to translate the needs of our clients into practical, impactful solutions that make a difference for each of them.

Carlos Godoy, a graduate in Business Administration and Management from the University of Malaga, complemented his training with an MBA and a Master's Degree in Customer Experience at the School of Industrial Organization, as well as an Executive Program in Innovation in the Digital Economy at ICEMD. He joined Izo in 2015, specializing in designing Experience Management strategies for large companies. He currently leads Izo's consulting operations internationally, coordinating projects and teams globally. In parallel, he shares his experience and passion for managing experience as a trainer at ESIC, FIU and UI1.

Caty Arcos holds the position of Digital Manager, leading the business development strategy for the IZO Digital line. She has a degree in Business Administration from the Pontifical Catholic University of Ecuador and has completed the Young Executive Program at INCAE Business School. In addition, Caty is a certified expert in Customer Experience (2021, IZO) and is part of the IZO Academy team of trainers. His command of Spanish, English and French adds a multicultural dimension to his professional profile.

Jose Serrano, CEO of Izo Spain, is a leading evangelist in Customer and Employee Experience methodologies, with a career dedicated to the management of customer-oriented services in renowned companies. Certified in CX by DEC, he holds key positions as a member of the DEC board of directors, vice-president of AEERC, member of the MKT Governing Council, and Director of the CX Master in La Salle. His role extends to lecturing in various forums and teaching at universities and business schools. In addition, he co-authored a book on how to build the Employee Experience, supported by DEC.

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Chema Gómez has a degree in CC. Economics by the Complutense University of Madrid.

He joined Izo Spain in 2013, and his entire career at Izo has been linked to the Sales Department. He is currently Commercial Director of Izo Spain. Chema Gómez is commercially certified on the platform of our partner Qualtrics. He has postgraduate studies from the CEF in Financial Management, Corporate Finance and Investment Valuation.

Marta Borrallo has a law degree from the University of Salamanca.

She joined Izo in 2005, as a consultant in the area of Analytics. She is currently the Director of Operations at Izo Spain from where she manages and coordinates all the analytics and CX consulting projects that are executed in Spain.

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Ricardo Lamy has a degree in CC. Economics and Business by the Portuguese Catholic University of Lisbon.

He joined the Izo Group in 2017, developing the business in Portugal, in his day as a Business Partner. He is currently the CEO of Izo Portugal, from where he directs and coordinates the strategic vision and supports the Group's international expansion.

Ricardo Lamy is CX XM Scientist (2022) and CX (2021) and EX (2022) Solution Architect, certified by Qualtrics (2022) and a regular speaker at national and international events and conferences.

Raúl Venegas Carulla is a Statistician and Commercial Engineer from the Pontifical Catholic University of Chile. With extensive experience of more than 25 years of experience in areas of General Management, Commercial and Business Development, in the Retail, Telecommunications and Contact Center sectors, both nationally and in Latin America, for 15 years, he was the forerunner of the Customer Experience methodology in Chile.

As Country Manager of Izo, he leads from his strategic and innovative vision and as an evangelizer in the market on issues of experience management, in addition to being a founding member of the DEC Association in Chile, an institution where he was part of the board of directors for two periods.

Jorge Vizcaya Gubbins is an Industrial Civil Engineer, with a mention in transportation from the Pontifical Catholic University of Chile, with a degree in Business Management from the Adolfo Ibáñez University, he joined Izo Chile as Business Director in 2018 and since then his contribution to the development of business opportunities and relationships with clients has allowed sustained growth locally.

He has solid experience in managing areas of business development, customer experience, service channels, operations and project implementation, in national and multinational companies, in the telecommunications industry, technologies and services, in addition to being a speaker at national and international events in Experience Management.

Cristian Andrade M. is a management professional with more than 18 years of experience in executive, academic and consulting roles. He has a degree in Management Sciences, with the title of Commercial Engineer, has a Master's degree in Business Engineering & IT and a Master's degree in Digital Business.

He joined Izo in Spain in 2015, where he obtained a CEM Certification, and has worked through various responsibilities until his current position in Chile as XM Director from where he manages and coordinates operations of the Regional BPO to promote the development of solutions and projects. In addition to being a regular speaker at national and international events and conferences.

He teaches postgraduate programs at different business schools, currently working at the School of Industrial Engineering of the University of Chile, at the Pacific Business School of the University of the Pacific of Peru and at the UCU Business School of the Catholic University of Uruguay.

Jaime has a degree in Business Administration with a Postgraduate degree in International Business from the Technological Institute of Monterrey (Mexico). In addition, he has studied several programs focusing on Strategy at universities such as Harvard, Stanford, MIT, Cranfield and INSEAD.

After more than 25 years of corporate experience developing and transforming organizations in Latin America, having lived in more than 5 different countries (Mexico, Costa Rica, Chile, Argentina and Panama), he joined as CEO of the IZO Group in Panama in 2017. To date, IZO is the benchmark in its category in the main sectors of the country.

Jaime is a regular speaker at various events associated with the world of Strategy and Experience Management in Panama.

Juan Carlos has been at IZO Regional since 2008, providing more than 25 years in Customer and Employee Experience Management. Industrial Engineer from the Universidad de los Andes, with postgraduate degrees in Finance and Business Management and studies at the Disney Institute. He has led Conalvidrios, Americatel, Avantel, Atento, Telefónica, and Telmex, standing out at IZO for 15 years in the areas of Organization, HR, Operations, and Commercial. He is an International Speaker in Customer Experience Management, participating in events in Ibero-America, a CEM Certifier, and has taught at Uni, ESAN, UniSabana, Javeriana, and Los Andes. He contributes articles to IZO and his blog to El Tiempo. He currently chairs the Colombian Association for Customer Experience, promoting XM strategies and the evolution of the sector.

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Mauro Ávila López currently holds the position of Regional CFO Vice President of the Izo Group. He has played a decisive role in the expansion of the company in Latin America, serving as CEO in Peru and Ecuador, and holding several executive roles, including CCO, CIO and CMO. He is an Industrial Engineer from the University of America and has specialized in Innovation and Industries 4.0 at MIT (Massachusetts Institute of Technology). In addition, he has completed postgraduate degrees in Finance at the EAN and Senior Management in Negotiation at the Universidad de los Andes. He has also participated in Inalde, IESE and Aden Business School programs. He has international certifications in Lego® ️ Serious Play® ️, Scrum Master, Customer and Employee Experience Master, and Quality Service from the Disney Institute. Mauro is Co-founder, Director and Teacher in Customer and Employee Experience Management at Pacifico Business School. He has more than 35 years of previous experience in multinationals in different economic sectors where he has led the transformation of Xperience Management.

Lina has led IZO Andean Region since 2015, focusing on improving customer experience and organizational transformation. She is a Business Administrator from the University of La Sabana, with a Master's degree from Inalde Business School, and has certifications as Agile Coach and CX Technology Consultant. With previous experience in Colombian Kimberly Colpapel, she advanced from tactical to strategic roles at IZO, excelling in Crisis Planning and Control. He teaches courses in Customer Experience, including Emotional Customer Service and Customer Voice Management.

Director of Business Development Unit

Jenny joined IZO Andean Region in 2016, playing a crucial role in improving the customer-organization relationship in Colombia, Peru, Ecuador and Costa Rica. As Director of Business Development, she has led the creation and execution of strategies to strengthen these links, supported by her training as an Industrial Engineer at the Colombian School of Industrial Careers, with a Master's Degree in Project Management and certification as a Scrum Master. With more than 13 years in the financial sector, he has held important positions in Customer Service and Loyalty, excelling in managing teams and improving the customer experience. Jenny has developed training programs in Customer Experience, led the implementation of digital solutions and managed operations, demonstrating her ability to adapt and lead in dynamic environments.

Since 2009, Leonardo has been key to IZO Andean Region, leading consulting projects in Colombia, Costa Rica, Ecuador, and Peru, focusing on customer experience, employee experience, and omnichannel strategies. He has training in Business Administration from the EAN, specializing in Senior Management, and is about to become a Master in Innovation. Certified in SCRUM MASTER, Business Coaching, and Standard COPC-2000, he has worked at Allus Global BPO and Multilink, managing accounts such as El Tiempo, Linde, and Bancolombia. At IZO, he has led transformation and employee experience projects for 15 years. In addition, he teaches Customer Experience programs in Ibero-America and at the University of the Pacific Business School in Peru.