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Publications
Over the last years I have supported and shaped several reference books on customer experience and profitable growth, acting as sponsor, curator and author of prologues and key chapters. In parallel, I have led and co‑authored multiple market studies that have become a benchmark for executives looking to understand how CX, data and technology transform results. This section brings together that work: books I have helped bring to life and research projects I have directed or actively contributed to.
Books
Experiencia De Cliente
La experiencia del cliente rentable
Where the Crawdads Sing by Delia Owens
Market Reports
Jorge Martinez Arroyo’s site showcases books, creativity, knowledge, and inspiration, offering diverse literary works, insights, and engaging storytelling experiences.
La mejora continua de la Experiencia de Cliente como motor de crecimiento
Invertir en Experiencia de Cliente para crecer
Reinventarse: el gran reto de la Experiencia de Cliente
DEC Deloitte
Digitalización y experiencia de cliente
V Informe de Madurez de Experiencia de Cliente
I Informe de la Experiencia de Empleado
