Cecilia Hugony

Cecilia Hugony is an Argentine executive, consultant, speaker, and professor, widely recognized as one of the pioneers and leading authorities in Latin America in the fields ofClient Experience (CX), service design, and user-centered cultural transformation. Her methodological approach seeks to align corporations’ business strategies with their customers’ actual expectations in order to build lasting and profitable relationships.

She holds a bachelor’s degree in business administration and has completed various executive education programs at top-tier international business schools. Her expertise in the field of CX was solidified through her leadership of service restructuring projects in highly competitive and regulated industries, such as telecommunications, financial services, and retail.

She served for years as Director of Client Experience for Latin America at the multinational telecommunications company Millicom (Tigo), and held the same position at América Móvil. She is the founder of Realizing Client Experience (Realize CX), a strategic consulting firm through which she advises regional executive committees on the implementation of metrics such as the Net Promoter Score (NPS) and on the transformation of consumer touchpoints.

She is the author of the book *Clientemanía*, in which she outlines the operational framework necessary for organizations to genuinely place the customer at the center of their strategic decisions. As an international speaker, she gives presentations on the humanization of brands and operational efficiency through empathy. Her legacy lies in having transformed CX from a conceptual theory into a fundamental quantitative pillar of business in the region.