Welcome!
If you’re here, it’s likely because your people, your customers, and your culture truly matter to you.
GEMBA was built on a belief I’ve carried through 25+ years of global leadership: When people feel seen, supported, and valued — performance follows.
Being a proud father of a son on the Autism Spectrum, I've come to appreciate that experience is not one-size-fits-all. That’s why we integrate Autism Awareness & Acceptance into our GEMBA framework. Building exceptional organizations means creating environments where every mind can thrive.
Experience isn’t soft. It’s strategic. It’s human. And it matters.
If you’re ready to elevate how people experience your organization, I’m glad you’re here.
— Andres Zapata
Myles The Llama
Hi. I’m Myles. I’m the GEMBA llama.
I’m autistic, and that means my brain works a little different. Loud noises and bright lights can feel like too much for me. Sometimes I stim — like moving or rocking or making noises with my mouth — when I’m really happy or when I’m trying to calm my body down. It helps me feel okay again.
I know what it feels like to not feel understood. I know what it feels like to wonder if I belong. And I also know how parents and brothers and sisters feel when they just want their person to be accepted.
That’s why I helped create GEMBA.
I care a lot about how people are treated — customers and employees. I believe everyone should feel safe, respected, and important. No one should feel “too different.”
At GEMBA, we help businesses treat people better. All people.
Because when people feel loved and accepted, they do their best.
Myles the Llama
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Our GEMBA Story
GEMBA LLC was born from a simple, unwavering belief: when people are seen, supported, and empowered, they thrive—and so do the organizations they serve.
Our founder, Andres Zapata, brings more than 25 years of global customer and employee experience leadership to GEMBA. Over the course of his career in a Fortune 500 environment, Andres helped stand up 10 customer and employee experience centers across 8 countries, leading teams of up to 650 valued team members. These experiences shaped a clear conviction: exceptional results follow when organizations focus not just on process and performance, but on the human experience at the center of the work.
Throughout those years, Andres saw something powerful repeated again and again—people can find meaning and joy in any role when they are properly engaged, equipped, and supported. By aligning operational excellence with empathy, purpose, and intentional leadership, he helped cultivate vibrant, healthy cultures where both employees and customers could flourish.
The heart behind GEMBA, however, is deeply personal.
The inspiration for GEMBA grew within Andres’ family, especially after his son was diagnosed on the Autism Spectrum at just 18 months old. Today, his son—now 11—stands as one of the greatest heroes in their family story, embodying resilience, courage, and determination in the face of daily challenges. This journey reshaped Andres’ understanding of presence, purpose, and what truly matters.
As the demands of a global career grew, Andres found himself at a crossroads—torn between the fulfillment of a 25-year career and the calling to be more present for his family. Through reflection and prayer, a new path became clear.
GEMBA LLC was created as a way to intertwine two lifelong passions:
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A deep appreciation and advocacy for Autism awareness and inclusion
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A love for Customer and Employee Experience that transforms organizations from the inside out
Today, GEMBA partners with leaders and organizations to design experiences where people don’t just perform—they belong, grow, and fulfill their God-given purpose. Rooted in a deep respect for Autism and neurodiversity, we believe differences are not deficits, but strengths that—when understood and supported—create stronger teams, healthier cultures, and more innovative organizations. By honoring the full spectrum of human experience and building environments where every individual can thrive, GEMBA helps businesses unlock performance through empathy, inclusion, and intentional design.
This is our story—and we’re just getting started.
Company Overview
GEMBA is a Customer and Employee Experience company that helps organizations turn human experience into measurable business results. We partner with leaders to design and embed experiences that people feel—and performance reflects.
Why GEMBA
Most CX and EX efforts sound good but fail in execution. GEMBA closes the gap between intent and impact by turning insight into action and experience into capability.
What We Do
We work at the intersection of customers, employees, and leaders to deliver:
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Customer Experience (CX) – Journeys that drive loyalty, retention, and growth
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Employee Experience (EX) – Ownership, engagement, and well-being that last
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Leadership & Culture – Leaders who operationalize experience, not delegate it
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Coaching & Capability – Skills and confidence that sustain results
How We Work
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Hear: Listen Beyond Surface
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Understand: Clarity From Real Insight
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Model: Visible Leadership Behavior
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Act: Make Experience Standard Work
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Nurture: Sustain & Reinforce Change
What Makes GEMBA Different
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Human-centered, not theory-driven
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Operational, not slideware
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Voice-to-value focused
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Inclusive and neuro-aware
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Built for execution
The Impact
Stronger loyalty. Engaged employees. Confident leaders. Experience that scales—and sticks.