Daniel Gonzalez, CCXP

I help leaders at B2C companies in Mexico and Latin America — primarily in retail and financial services with annual revenue between USD $20M and $200M — turn Customer Listening into a strategic capability that drives better business decisions.

I built and led a Customer Listening program for an organization serving over 10 million customers: 55,000+ monthly responses, a 30-point NPS increase, and an 11% reduction in contact center costs. Since then, I've helped dozens of organizations across Latin America launch, strengthen, and evolve their own Customer Listening programs, drawing on my experience at Telmex and Medallia.

Today I work as a Fractional CX Executive, giving companies access to senior CX leadership on a part-time basis, without the commitment of a full-time hire. I support organizations building their Customer Listening capability from the ground up, strengthening an existing program, or evaluating whether to renew or migrate their platform and strategy.

If you're working on something similar, or think there might be a way to collaborate, I'd love to connect.