Ladislau Batalha is the CEO of the International Customer Experience Institute and founder/Managing Director at LAB Experience. He is Senior executive with a 25+ solid international career developed in multinational companies, with significant achievements working in Customer Experience, Customer Relationship Management, Customer Care and Remote Sales. Entrepreneurial, proactive, creative and result-oriented with a long history of success in restructuring initiatives, delivering great customer experience, building customer care support systems and processing optimization, conducted in Europe, the Middle East and South America. Considerable experience working in global and multicultural environments. Several individual and services awards in different categories and countries.