Spanish
Cambridge, Massachusetts .-Within the framework of the VI World Congress of Women Leaders, held at the end of April at the Harvard Faculty Club, Dominican Indira Zarzuela stood out with her conference “The Architecture of the Result: how a leader who stopped following patterns thinks and decides”, where she positioned the design of service experiences as a strategic business advantage.
The 2026 World Congress of Women Leaders was an exclusive and unique gathering, aimed at bringing together Hispanic leaders from various industries and countries to inspire, educate, and empower through the exchange of knowledge, strategies, and experiences, promoting leadership in the academic, professional, and organizational fields. This event brought together visionary and innovative leaders from various fields to share ideas, debate global challenges, and explore solutions that will shape our future, based on the position of the United Nations, the 2030 Agenda, and the Sustainable Development Goals, which not only represent an ethical responsibility, but also offer tangible benefits for organizations and society as a whole.
The Sustainable Development Goals constitute the master plan to achieve a sustainable future for all, and a true leader not only guides towards success, but also inspires others to build a sustainable future, where each step towards the SDGs represents progress towards a better world.
The event was organized by Ph.D. Roselin Cabrales along with EntreLíderes Business Strategy School.
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With over 23 years of experience in the corporate world, Zarzuela has led strategic processes in business areas, operations, processes, human talent, and service, consolidating an integral vision of how organizations generate results through their culture, their decisions, and their service systems.
During his participation, he presented his methodology, a proprietary model that integrates organizational diagnosis, process analysis, points of contact, service culture, and customer journey to design coherent, sustainable experiences aligned with the nature of each company.
Your proposal combines experience design with executive coaching, accompanying leaders in transforming the mindset from which they observe, interpret, and decide. For Zarzuela, an organization cannot offer superior experiences if its leaders do not develop a mental architecture capable of sustaining them.
In his conference, he also addressed the gap between the accelerated advance of technology and the development of the human mentality, highlighting that people are, at the same time, consumers of experiences within the organization and generators of experiences for the client.
Indira Zarzuela is an executive coach endorsed by the International Coaching Federation (ICF), a speaker certified by Ismael Cala, an international lecturer on stages such as New York Fashion Week and corporate events in Bogotá. She is also a mentor in Life, Progress, and Purpose, a graduate of the Universidad Hispana de Mentoría, the first Dominican to graduate from that institution and an ambassador of the UHM in the Dominican Republic.
As part of the congress agenda, the speakers were projected in Times Square, in New York City, expanding the international visibility of the participating leaders.
With her participation in this scenario, Zarzuela consolidates its positioning as one of the emerging voices of Hispanic America in service experience design, conscious leadership, and organizational transformation.
