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)

Where I learned that experience lives in every single interaction.
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 ·