All Speakers Speaker José Pozo Position: CEO Company: El Viaje del Cliente Customer Experience expert with over 12 years of experience, has authored more than 200 articles on his blog El Viaje del Cliente, as well as practical guides and the handbook The ABCs of Customer Experience. As a trainer and university lecturer, he blends practical insights with deep expertise, positioning himself as a leader in CX and customer-focused strategies. Sessions Tue 11 Mar 18:30 - 19:00 Loyalty That Builds Brands: The Value of Surprising the Customer