Alfredo Guillén

CXO & Founder · Own the Experience · Ex-Amazon, Gigamon, SpotOn

I build the organizations where customer experience is the strategy, the operating system, and the competitive edge.

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Own the Experience

Who I Am

Customer Experience executive and AI-first entrepreneur with 15+ years building operating systems that make companies worth returning to.

Led CX, customer success, and operations at Amazon, Gigamon, and SpotOn — managing $100M+ ARR enterprise portfolios, taking CSAT from 35% to 96%, and earning G2 Best Support 2024.

Today, he leads Shiba Group Co. — the first 100% AI-first company holding in Mexico.

"Customer experience is an economic system. The companies that architect it intentionally win the decade."

Three Things I Do Exceptionally Well

CX Ecosystems

Designing experiences as economic engines

Full experience architecture — from first impression to lifetime advocacy. Journey mapping, touchpoint design, CSAT/NPS/CES, and the operating models that sustain excellence at scale.

Tech & Ops Transformation

Making the complex simple at scale

AI and technology as core infrastructure. Built a proprietary AI workforce running multiple ventures simultaneously — 10x capacity without 10x headcount.

Leadership & Culture

Building teams people fight to join

Organizations where everyone owns something. Leaders who operate with founder-level confidence — because that is how experience scales beyond the founder.

Career Story

The Journey

Shiba Group Co. · 2020–Present

CXO & Founder · Mexico City · AI-First · Multiple Ventures

First 100% AI-first company holding in Mexico. Proprietary AI workforce running operations across consulting, creative manufacturing, marketing, and technology.

Gigamon · 2025–2026

Head of Customer Success, Americas Enterprise · $100M+ ARR

Scaled 6-pillar operating model across Fortune 500 enterprise book. Built repeatable account governance assets, launched CS–SE partnership motion.

SpotOn · 2023–2025

Head of Client Experience, Technical · G2 Best Support 2024

CSAT: 35% → 96%. Systematic feedback loops, cultural change, and CRM optimization that the market validated.

Amazon · 2021–2023

CS Manager · Mexico City · Enterprise Transformation

30% efficiency gains. 30% reduction in resolution time. 90%+ customer satisfaction sustained. Built my CX foundation at the company that redefined what customers expect from everyone else.

Earlier Career

Before the Frontier

Enrique Tomás · 2017–2019

Director of Operations, Americas — Owned the Americas strategy for Spain's premium jamón brand. Market entry, franchises, partnerships, and full P&L from Mexico to North America.

  • 500% revenue growth in 2 years
  • 10 business units launched across Latin and North America
  • 20% annual retail growth through regional operating frameworks

Foundations · 2010–2017

Restaurant General Manager · Senior Event Coordinator · Executive Operations Support (Codere — 25,000+ weekly patrons)

Impact in Numbers

By the Numbers

15+

Years in CX & Operations

96%

CSAT Achieved

$100M+

ARR Portfolio Managed

Gigamon Americas Enterprise

5+

Industries Transformed

500%

Revenue Growth

2024

Award-winning Executive

Credentials

Education & Certifications

MBA — EGADE Business School

Tec de Monterrey · Class of Nov 2026 · Top 3 business school in Latin America

Lean Six Sigma Black Belt (ICBB)

The Council for Six Sigma Certification · 2024

Certified Insurance Agent — GNP Seguros

CUA 0038139001 · Cédula permanente · Vida · Salud · Daños

Brand Ambassador — Vivanta Health Tech

vivanta.io · May 2024–Present · Making health measurable and actionable through digital biomarkers

Let's Build Something

For Consulting — OwnCX.io

Your CX transformation deserves the people who built global operations from scratch. Senior talent. AI execution. Results that hold.

Alfredo Guillén · alfredo@shibagroup.co · +52 56 1385 4365 · linkedin.com/in/own-the-experience ·