Скачать или смотреть Intrpreneurship that transform Customer Experience & leadership from inside-out

In this full speech, I share the complete message I delivered at the Dealer Learning Lab during the NADA Show, focused on how intrapreneurship transforms customer experience and leadership from the inside out.

This talk is grounded in real-world automotive industry experience and insights from my completed Doctorate in Business Administration, with a research focus on Customer Experience Management in dealerships. The message is simple but powerful: intrapreneurship is not a title—it is a mindset.

In this session, you will hear how empowered employees, intentional leadership, and strong internal culture directly impact customer experience, loyalty, and long-term results. I explore why customer experience does not start at the front desk, with technology, or with processes—but within the culture we build, the leadership we model, and the behaviors we live every day.

Key themes covered in this speech include:
• Intrapreneurship as a driver of customer experience
• Inside-out leadership and culture transformation
• The role of connection, communication, and consistency
• Empowering teams to think and act like owners
• Balancing KPIs with people, purpose, and performance

This message is especially relevant for leaders, managers, and professionals in the automotive industry, but the principles apply to any organization focused on service, experience, and sustainable growth.

Thank you to the National Automobile Dealers Association (NADA) for the opportunity to share this message, and to every leader and team member committed to transforming experiences through people-first leadership.

If this message resonates with you, feel free to like, share, and subscribe for more content on customer experience, leadership, intrapreneurship, and professional growth.

From Puerto Rico to the global stage—grateful for the journey and the opportunity to serve.
Thanks God first always, family and friends for the support and
NADA Show , Bella Group, Ana G Méndez University, business partners and participants