Thinkers360
Interested in getting your own thought leader profile? Get Started Today.

Francisco Zapata, CCXP

Founder and CEO at Kentricos

São Paulo, Brazil

Consultant and executive with over 20 years of experience in customer relationship and call center operations. With a strong technical background and strategically using the human factor, he specializes in structuring and operating customer relationship areas such as customer service, quality and service operation, always aiming to understand the real needs and expectations of customers. Such attributes formed the basis for an increasing specialization in Customer Centricity, Customer Experience (CX) and Customer Success (CS).

He is one of the first professionals in Brazil certified as CCXP (Certified Customer Experience Professional) by the CXPA (Customer Experience Professionals Association). Has extensive experience in optimizing operations, scaling and potentiating call centers, in addition to implementing methodologies aimed at directing companies towards Customer Centricity (using Customer Experience and Customer Success strategies).

Solid academic trajectory, including MBA in Business from BSP - Business School São Paulo (especially the period at the Rotman School of Management - University of Toronto, in which he deepened studies in Global Economy), and a Bachelor's degree in Mechatronics Engineering from the University of São Paulo.

Leadership style by example and extensive knowledge in managing large teams, improving in-house talents and developing organizational leaderships.

He is currently CEO of Kentricos, a firm specialized in helping companies in the evolution to the customer-centric model (Customer Centric Companies), focusing on the implementation of Customer Experience concepts and the application of such concepts to transform the reality within organizations.

Francisco Zapata, CCXP Points
Academic 0
Author 0
Influencer 102
Speaker 0
Entrepreneur 0
Total 102

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Company
Business Unit: Consulting
Theatre: LATAM, North America, Europe

Areas of Expertise

Industry Experience

Publications

Blog

Opportunities

Contact Francisco Zapata, CCXP

Book a Meeting

Media Kit

Share Profile

Contact Info

  Profile

Francisco Zapata, CCXP


Latest Tweets