Elevate your CX Career

Are you struggling to prove the financial impact of your Customer Experience initiatives? Many organizations successfully collect customer feedback, but fail to translate that data into actionable, revenue-generating strategies. In this 60-minute CX Essential Masterclass, Carlos Molina, VP of Business at Etho (Izo), will guide you through the proven methodologies used by over 500 global companies to bridge the gap between customer emotions and business profitability. What You Will Learn: During this intensive session, we will break down the tactical tools you need to standardize your team's approach to CX and drive real transformation: The IZO CEM Framework: Discover a comprehensive model consisting of 10 elements and 4 layers designed to help you diagnose, design, and plan a winning CX strategy. Generate Board-Ready Data: Learn how to correlate experience metrics (like NPS) with tangible business KPIs—such as average ticket size and purchase frequency—so you can confidently convince the board of directors and justify your investments. From VoC to Direct Revenue: Stop treating Voice of the Customer as just a statistical tool. Learn how to transform your feedback programs into "Close the Loop" systems of action that generate direct cross-sell revenue and recover detractors. Strategic Journey Mapping & Personas: Learn how to build accurate Customer Journeys and Buyer Personas to prioritize your limited resources, identify your biggest innovation opportunities, and align your entire organization's day-to-day decisions. Emotional Interaction Design: Move beyond purely transactional processes. Learn a specific methodology to map out initial and desired emotions, ensuring that even when a problem arises, you leave the customer with a positive memory that drives future loyalty.

Directors & CX Leaders who need to link experience metrics to financial results. Area Managers & Strategists tasked with standardizing team methodologies and implementing mid-to-long-term experience improvements. Organizational Change Champions looking to build a true customer-centric culture across their company.