Innovation Strategist and Design Researcher who strongly believes in the power of solid research and visual design
Gladys Rosa-Mendoza has helped companies from the Tribune Companies, AT&T, McDonald’s and Facebook/Meta shape their future landscape by taking the research from just abstract numbers to involving company stakeholders in the world of their customers. She lives to understand users and to design beautiful and useful experiences, services and products, and has a thorough understanding of the value visual storytelling has to building a brand within a business and consumer context.
She is also an educational product developer that has created over 400 products for the top 3 educational publishers and has authored her own award-winning series of children’s books for the pre-kindergarten dual language market.
Recent Posts by Gladys Rosa-Mendoza
The Leadership Gap: Why CX Strategy Alone Falls Short
Customer experience transformation depends on more than strategy. Lasting improvement occurs when leadership behaviors reinforce organizational priorities, create accountability, and shape everyday decision-making. Organizations that align what leaders do with what they expect from others are better positioned to deliver consistent customer experiences over time.
From Customer Journey Insights to Organizational Action: Making Customer Experience Work at Scale
Journey maps can uncover valuable customer insights, but they rarely improve customer experience on their own. Organizations create lasting change by translating those insights into operating models, governance, and workflows that support consistent decision-making, stronger collaboration, and customer experiences that can be sustained as the organization grows.
Beyond the Dashboard: Connecting CX Metrics to Better Business Decisions
Organizations have more customer data than ever, yet many still struggle to translate CX metrics into meaningful action. By connecting customer outcomes, operational performance, and business results, leaders can move beyond reporting and create measurement systems that support better decisions, stronger experiences, and greater organizational impact.
