Ramón Delima is a dynamic Customer Service & Customer Experience leader with a proven track record of transforming operations into customer-centric powerhouses. He spent over two decades at Air France-KLM, rising to CEO of its captive contact centre Cygnific, where he honed a passion for frontline excellence and operational innovation. In December 2022, he embraced a new challenge as Global Director Customer Services, Sales & Operations at the TUI Group, championing frictionless journeys for more than 33 million holidaymakers and uniting global teams across continents. As President of the Dutch Customer Service Federation, Ramón inspires service professionals to position customer experience and customer service as relevant and distinctive success factors for organizations. Ramón believes that great customer experience starts with engaged people and smart processes. His mission: to turn every interaction into a meaningful connection that strengthens brand trust and customer happiness.
CXO 2026 – Main Conference
CX breakthrough: putting an end to the paradox of cost versus quality
International Speech