Chapter 3

We spoke to experts III. Innovation and Customer Experience

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Different industries, regulations and environments are changing, and technology is evolving at a frantic pace. However, the figure that is most triggering the need for innovation is none other than that of the customer himself. Based on this premise, today more than ever, it is necessary to create unique customer experiences that meet their expectations, putting the customer at the center of everything and thus promoting solid customer loyalty.

Our experts
Raquel Lorente
Founder of Spaces for Creativity

She is the founder of Spaces for creativity, experience design. Raquel is a designer who is passionate about designing futures to make the world more sustainable, more humane, in which we live better with increasingly changing environments. She spent 13 years working in banking, managing digital channels and customer experience, until seven years ago she decided to explore other sectors as an independent consultant working on strategic projects in Spain and Latin America for companies such as Movistar, Santander, Cofares, Redsys, Pelayo Seguros, PSN and Atresmedia, among others.

Stef Silva
Design Strategist focused on Futures Thinking

He frames his work from a critical perspective on the impact and consequences that design, companies and technology have on us, as Society and Nature. He works with organizations helping them to transform themselves through narratives, identities, cultures and strategies, based on the sensitivity and creative processes that Design and Art give us to mutate and rethink the business world. Stef Silva is the founder and creative director of Invisible, a design and research laboratory, where she develops her practice as a cultural researcher and future designer. His work is based on a critical approach to the nature of the Design paradigm within the economic context, an approach that allows him to understand its implications and propose possible alternatives to the organizations with which he works. He collaborates with various companies and institutions, helping them to manage complexity by developing visions, narratives and strategies based on the sensitivity and creative processes of art and design. In 2021, she was named one of the 40 most influential futurists in Spain by Forbes magazine. He participates as a postgraduate teacher in various universities and schools, while studying Social and Cultural Anthropology.

Moderator
Ángel Uzquiza
Director of Corporate Innovation of Santalucía