Hector Premuda, CCXP

Héctor Premuda is a strategic consultant, professor, and international speaker specializing in Customer Experience (CX), marketing, and the application of artificial intelligence in business. With nearly thirty years of executive experience in sectors such as insurance, retail, and entertainment, he has led the transformation of benchmark companies in Europe and Latin America, always with a clear focus: placing the customer at the center as the driver of sustainable growth.

He has held leadership positions such as Customer Experience Director in the insurance sector, Digital Marketing and CRM Director in retail, and Marketing Director for Southern Europe in the entertainment industry, driving loyalty, digitalization, and cultural transformation projects that have set milestones in improving customer relationships.

In the academic field, Héctor teaches in master’s programs in CX and marketing at prestigious business schools, where he trains new generations of professionals in experience strategy, voice of the customer, measurement frameworks, and the economic impact of experience. His approach combines classic reference models—such as those of Pine & Gilmore, Carlzon, or the Kano model—with the latest global trends from firms like Gartner, Forrester, or McKinsey, while also integrating the disruptive role of artificial intelligence in personalization, predictive analytics, and emotional design.

As a keynote speaker, he has participated in international and corporate forums, where he shares with business leaders his vision of the future of CX: from hyper-personalization and digital twins to the need for ethical, transparent, and explainable AI. He is also the creator of CX Voices, a global interview series with the world’s leading CX experts, and founder of CX360 Advisors, his own consulting firm, from which he advises companies in Europe and the Americas on their journey toward customer-centric maturity.

Héctor is also the author of Customer Experience Management: How AI Transforms Relationships and Business, a book that has become a reference for understanding how artificial intelligence is redefining the way companies listen, design, and manage experiences. The work combines academic research, business cases, economic metrics, and practical examples for executives and professionals seeking to transform their organizations through customer experience.

Beyond his professional career, Héctor is the father of two children, which has allowed him to maintain a human and close perspective on the impact experiences have on people’s lives. In his youth, he was a player on his country’s national handball team, an experience that shaped his character, built his discipline, and gave him a deep understanding of teamwork—qualities that today bring authenticity and strength to his business leadership style.

His style is recognized for combining academic rigor, strategic vision, and practical applicability, making him a reference for CEOs, marketing directors, CX leaders, and all professionals seeking to leverage the combination of CX + AI as a new competitive advantage.