Cutting-edge Customer Experience. Ideas, guides, and trends to optimize your service operations.
In the race to implement artificial intelligence in customer service, many companies forget a key question: Who is in control of the virtual agents? Just like human agents need training, supervision, and clear guidelines, virtual...
Many companies believe that a virtual agent powered by artificial intelligence is cheap. And at first, it may seem that way. But once you put it to work with real customers, real volume, and real...
Many companies believe that a virtual agent with artificial intelligence is cheap. And at first, it may seem that way. But when you put it to work with real customers, real volume, and real cases,...
Customer experience is evolving at an accelerated pace. Looking ahead to 2026, customer experience trends for 2026 are shaping up as an essential guide for companies in LATAM that want to stay competitive, profitable, and...
Peak season can be a decisive moment for any online supermarket. November and December, driven by events like Black Friday, Christmas, and year-end shopping, bring a significant increase in sales—but also in customer expectations. Preparing...
WhatsApp Enters the Advertising Space in 2025 WhatsApp ads mark a turning point for conversational marketing in LATAM. In June 2025, Meta officially began rolling out advertising within the app, transforming the region’s most-used messaging...
The way companies in LATAM manage customer experience (CX) is changing rapidly. Customers demand immediacy, operations require efficiency, and teams aim to reduce operational workload without losing quality. In this new scenario, virtual agents emerge...
Digitalizing customer service is no longer an option—it’s a competitive necessity. However, many companies in Latin America keep stumbling over the same mistakes that delay their digital transformation, leading to inefficiencies, high costs, and dissatisfied...
By 2025, digitalization in Latin America has reached historic levels. The region now has more than 515 million internet users, representing over 78% internet penetration across the population. In countries such as Mexico and Colombia,...
“We need to improve customer service.”This phrase is repeated in many boardrooms across LATAM, but it rarely turns into a continuous, executable, and measurable strategy. Why? Because improving customer experience (CX) requires more than intention:...
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