Victor Gonzalez

I am the founder and CEO of RhinoSight™, where I build frameworks and AI-native tooling to model and measure customer experience with the same rigor organizations apply to finance or operations. My work starts from a premise most CX programs still underserve: customers act to accomplish something, and most measurement systems track everything except that.

I created MEPI (Mapeo de la Experiencia a Partir de Intencionalidades), a framework that organizes experience around unified dimensions per industry, the intentionalities nested within each dimension, and the success criteria that determine whether an intentionality was actually fulfilled. Unlike journey maps or service blueprints, MEPI functions as a governance artifact: it aligns leadership on what "good experience" means for their business and makes that definition measurable and traceable to strategy, not just to sentiment.

I work with organizations, primarily in financial services and other experience-intensive categories, to build their MEPI models and operationalize them through InsightsFlow™, a platform I've developed that carries that same intentionality-to-decision traceability into continuous measurement. Alongside this, I teach applied AI and experience strategy at ITAM and Universidad Iberoamericana, and I'm the author of Repensar la Experiencia del Cliente (LID Editorial, 2026).

I operate across Mexico, the United States, and Colombia, and I'm always glad to connect with practitioners thinking seriously about what CX measurement should look like once "customer-centric" stops being enough on its own.