CX Latam Consulting
Customer journey mapping and transformation, service design and blueprints, CX and EX strategy, and operational improvement for organizations where service quality decides commercial results.
CX · EX · Service operations — since 2010
We design, transform and measure the experience your customers actually receive.
CX Latam Group is a consulting, training and software firm founded in 2010. From Orlando, Florida, we help service-heavy organizations across Latin America turn customer and employee experience into an operating discipline — through CX Latam Consulting, the CX Latam Institute and the XCustomer360 platform.
2010Founded — operating across Latin America from Florida
12Countries with consulting and training projects
15Countries reached by the firm’s CXDM certification
≈24Specialists across consulting, training and software
Figures as published by CX Latam Group on its public LinkedIn company profile.
A practice built around the journey, not the slide deck.
CX Latam Group is a Latin American consulting and technology company founded in 2010 and headquartered in Orlando. We work with corporate organizations whose results depend on high-volume, multi-channel service operations — banks, retailers, hospitals, hotels, utilities, telcos and B2B service firms — to improve customer experience, employee experience and operational performance.
“Ayudamos a nuestros clientes a diseñar, transformar y medir la experiencia de sus clientes y colaboradores.” “We help our clients design, transform and measure the experience of their customers and employees.” CX Latam Group — company profile
Our model is deliberately integrated. Diagnosis and design come from our consulting practice. Capability is built through the CX Latam Institute’s executive programs, open and in-company. Measurement runs on XCustomer360, our own real-time experience-management platform. Because one team owns strategy, training and technology, recommendations survive contact with day-to-day operations.
Our practices
Three practices. One operating discipline.
CX Latam Institute
Executive education in open and in-company formats — including the firm’s international CXDM certification (Customer Experience Design & Management) — that turns strategy into daily behavior across corporate teams.
CX Latam Software
Technology that keeps standards measurable in the field, including XCustomer360 for real-time voice-of-customer and voice-of-employee measurement, plus operational-standards, quality, risk-prevention and biosecurity tools.
Services
What we actually do, end to end.
Journey mapping & service blueprints
End-to-end maps of the moments that matter, from customer expectation through back-office handoff — customer and employee journeys alike.
CX & EX strategy and structure
Prioritized roadmaps that link experience goals to the processes, roles and governance that deliver them — with an owner and a date for every action.
Experience measurement & analytics
Voice-of-customer and voice-of-employee programs run on XCustomer360, with indicators that stand comparison across channels, markets and categories.
Employee experience & service culture
Frontline hiring-to-coaching programs so the experience employees live supports the experience customers are promised.
Operational standards, risk & biosecurity
Field-tested protocols, checklists and audit tools that keep service quality, risk prevention and safety measurable across sites.
Training & professional development
Institute programs, from executive courses to the CXDM certification, that build lasting capability in CX, EX and service management.
Customer base
Built for organizations that serve customers at scale.
We work with corporations, industry partners and professional teams responsible for high-volume, multi-channel customer operations — and with organizations in the middle of digital or service transformation. We describe our customers as segments rather than logos.
01Banking & financial services
02Retail & consumer-facing businesses
03Telecommunications
04Healthcare & related services
05Hospitality & tourism
06Transportation & logistics
07B2B service organizations
08Government & institutional organizations
09Large customer-service operations
10Organizations undergoing service transformation
Procurement & partnerships
We sit on both sides of the procurement table.
CX Latam Group is a provider of consulting, training and software — and a buyer of the services and technology needed to deliver them. Two doors, clearly marked.
Engage CX Latam Group
- Journey diagnostics, service transformation programs and operational-improvement engagements
- Institute training cycles — open enrollment or in-company, including CXDM certification cohorts
- XCustomer360 implementation for real-time experience measurement
- Scoped directly with our commercial and business-development leads
Sell to or partner with us
- Potential sourcing categories may include SaaS and CX technology, data analytics, cloud services, learning platforms and content
- Professional services where delivery requires specialized consultants, trainers and implementation partners
- Channel, consulting and strategic partnerships for organizations entering or expanding in Latin American markets
- Relevant stakeholders include general management, commercial, consulting delivery, operations, technology and finance
Categories reflect the profile of our consulting, training and software activities and may vary by engagement. We do not publish procurement volumes or supplier terms.
How we work
An engagement in four moves.
Step 01
Diagnose
We start with evidence: journey data, operational metrics and frontline interviews to locate where the experience actually breaks.
Step 02
Design
Blueprints, service standards and a prioritized roadmap your teams can execute — sequenced around the moments with the greatest operational leverage.
Step 03
Implement
Standards, playbooks and XCustomer360 measurement go live in the operation, with our consultants working alongside service and technology teams.
Step 04
Build capability
The Institute trains the people who will own the change, so improvement continues after we step back.
Leadership
The people leading the work.
Rodrigo Fernandez De Paredes
CEO & Gerente General
Leads the group and its three practices across Latin America; a regional reference in customer experience and author of Construyendo Xperiencias.
Raul Davila Bendezu
Business Development Manager
Develops new client relationships and commercial opportunities for the group across the region.
Javier Medina
Consulting Manager
Leads consulting delivery, from journey diagnostics through service redesign and implementation.
Luz Vasquez Ramirez
Gerente Comercial Latam
Manages the group’s commercial relationships and client accounts across Latin America.
Expertise
Where we focus.
These are the disciplines our three practices share — the vocabulary our clients use when they call us, and the ground the Institute certifies.
01
Customer journey mapping & transformation
Customer and employee journeys, owned end to end rather than by department.
02
Service design & blueprinting
Frontstage promises connected to backstage processes, systems and evidence.
03
CX & EX strategy
Fewer, braver priorities with an owner and a date — not fifteen “urgent” initiatives.
04
Experience measurement & analytics
Real-time voice of customer and employee through XCustomer360.
05
Operational standards, risk prevention & biosecurity
Measurable quality and safety protocols for distributed operations.
06
Service leadership & professional development
Executive education and the CXDM certification, open and in-company.
Track record
Documented work, published partnerships.
We prefer verifiable references to invented ones. The following come from the firm’s public company profile.
Consulting & training engagements
Publicly credited by the firm: The Ritz-Carlton (Spain), Banco Davivienda (Colombia), ARS Humano (Dominican Republic), Claro (Ecuador) and ARGOS (Panama, Honduras and the Dominican Republic), among other companies.
CXDM international certification
Created by the firm — Customer Experience Design & Management — delivered in open and in-company formats to participants from 15 countries.
University agreements
Academic partnerships with Centrum PUCP (Peru), Universidad del Norte and Universidad Icesi (Colombia), and UEES (Ecuador).
Disney-culture-model events
The firm represents events based on the Disney culture and experience model in Peru and other Latin American countries, including executive visits in Orlando, Florida.
Start the conversation
Tell us where the experience breaks down.
Bring a journey, a metric or a team that needs to work differently. We’ll tell you what we would measure first — and how we would train the people who own it.