About

I'm Carolina Rodriguez, a dedicated leader in customer experience and operational excellence with over two decades of experience in customer success, operations, and leadership across global brands. As the founder of Custamor Lab, I partner with companies to develop transformative customer experience strategies that integrate technology and optimize processes.

My career has included leadership roles at Nixon Inc., Nike Europe (Barcelona, Spain), Guess, Lucky Brand, and Gap. In each of these positions, I’ve leveraged digital innovation and operational efficiency to enhance brand engagement, build customer loyalty, and improve performance throughout the customer journey.

I’m also proud to serve as an Executive in Residence and adjunct professor at CSU San Marcos, where I mentor students as they prepare to become future business leaders. I’m currently pursuing my doctorate in business at Claremont Graduate University, and I hold an MBA in Responsible Business from CSU Monterey Bay and a BA in Political Science/International Relations from UCLA.

What I Do

Through Custamor Lab, I work with companies of all sizes to turn customer experience into a true business advantage. I help teams design and scale customer-first strategies—blending automation and technology with real human connection. Whether it’s launching omnichannel support platforms, developing reverse logistics flows, or using data to refine service models, I love building systems that make life easier for both customers and the teams who serve them.

Why I Love This Work

I believe great customer experiences are designed with intention, empathy, and operational clarity. I’m passionate about using technology and smart processes to support incredible service. With over two decades of experience working with global brands, and independent retailers, I’ve had the privilege of designing and implementing systems that transform service into a strategic advantage. From launching cloud voice systems and building CRMs to training teams and creating customer-focused tools, the joy for me lies in connecting technology with human relationships. It's about building experiences that truly resonate with customers, fostering loyalty, and making real, lasting connections that create community.

Mission 

At Custamor Lab, my mission is to empower small and mid-sized businesses with a practical, research-backed toolkit to design inclusive, emotionally intelligent customer experiences. Through AI-powered feedback analysis, co-designed journey mapping, and modern service strategies, I help brands turn customer love into a strategic advantage by creating intentional journeys, customer-first business flows, and empowered service teams that exceed expectations and build a lasting community.

Vision

My vision is to put customer love at the heart of every business.

Customer + Love = Custamor