Ing. Rafa Osorio, Ms.C.
To understand how the Consumer Experience with an emphasis on the area of health, Health Customer Experience, arises, we must understand the origins of Rafael. A person with extreme curiosity and constant desire to learn. This knowledge is the result of many experiences that have marked different paths, which manage to come together at a destination point: links.
Rafael began studying IT, passing through the ORT Uruguay University, receiving a degree in Engineering from the Complutense University of Madrid, a double degree, from Georgetown University, and then entering the world of aesthetics with interior design that took him to a Postgraduate in Commercial Interior Design from the University of Salamanca, then this curiosity was transformed into interest in the world of communication and led to multiple projects that have provided a global vision of the links between companies, brands, consumers and clients. Once again, the desire for academic professionalization led him to an MBA from ESADE Barcelona and a Master in CX & Innovation from EAE Business School.
He combined his study with a high-impact job such as being part of the board of directors of an important transportation company since he was 24 years old. At the same time, he managed to carry out personal projects where he could put what he learned into practice. This is how ventures such as León Comunicación were born, their first approach to the world of digital marketing, consulting for important companies such as GOL or Hapag-Lloyd Cruises Germany.
All these experiences gave Rafael a vision rarely seen in a person of his age, different fields, areas of study and a particular sensitivity allowed him to find a place to connect all these points that at first glance seem so disparate.
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What connects design, engineering, marketing and human relations? Only experiences do that. The experiences that we live at all times, in all places and that mark our position in front of friends, family, politicians and brands. Experiences and links are the basis of our daily communication. This is where all paths meet and a unique opportunity arises.
The consumer experience has been with us since the beginning of time, but little is really done around it in small and medium-sized companies. Because? Because it involves emotions, bonds, relationships, humanity. And if humanity has something, it is that it is dynamic, changing, it is never still. Learning to live with this movement is key to surviving the times we live in, hence the importance of this book and its writer, someone who has learned to move along with the dynamics of his life and the world that surrounds him, always seeking the adaptation.
Understanding the network of areas to develop an experience requires precisely having lived experiences, having diversified training adapted to current times. In this book, Rafael captures not only his personal experiences, but also his professional ones, because successes arise in most cases from our own failures, because to succeed we only have one thing left: do.
-Emiliano Rodriguez
One of the first CX professionals in health in Latin America.
Rafael created his exclusive 4 pillars method and discovered in practice the best methodologies for the area.
There are more than 15 medical institutions that provide an experience of excellence and retention to their patients.