NPS® certified – Quality champion – Customer-driven
Juan dedicates his career to improving companies’ interactions with their customers. He specializes in the design and implementation of multi-channel customer experience and CRM strategies in large service organisations.
At Baxter Healthcare, Juan elevated the role of customer services, developed a single pan-European service model and led the Customer Experience Centre of Excellence across European operations. Juan was founding partner at Clickgnosis Interactive Marketing, a customer-centric marketing company specialising in the definition and execution of online and social media strategies, working largely for retail, FMCG and luxury brands.
Juan now works with Futurelab clients applying his analytical skills in measuring and managing the quality of customer interactions via 'voice-of-customer' programmes, KPIs & BI dashboards and business process re-design.