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...
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:...
Why Are We Still Managing Customer Service Like It’s 2005? An Excel sheet is still the “CRM” for many organizations. And while it may seem unbelievable, according to IMD (2021), 61% of companies still face...
Have you ever felt ignored as a customer? Have you ever reached out with a question and no one answered, or received a response that made you feel like just another number? Now imagine that...
We live in the age of immediacy. Customers expect fast, efficient, and frictionless responses. However, waiting time remains one of the main causes of dissatisfaction in the customer experience. A study shows that 60% of...
Today, customers have instant access to large amounts of information and many options, which has changed the way loyalty is built. Customer loyalty is no longer based only on products, but on the experience a...
A customer of a public utility company, such as water, electricity, or gas providers, experiences a complex journey that goes beyond a simple transaction. From the first contact with the company to problem resolution and...
A customer of a public utility company, such as water, electricity, or gas providers, experiences a complex journey that goes beyond a simple transaction. From the first contact with the company to problem resolution and...