CX Insights & Trends

In an environment where digital fraud and data theft are increasingly common, contact centers and BPOs in Mexico face ...

While PCI-DSS protects payment data, ISO 27001 safeguards the entire universe of information an organization manages: ...

Artificial Intelligence (AI) is no longer just a futuristic promise—it is now the backbone of the most successful ...

Integrating chatbots and voicebots with generative AI into a single strategy is the only way to ensure that automation ...

AI has become a key driver for boosting sales in digital channels, delivering measurable results in retention, ...

In a critical line like Lost and Stolen Cards, a major bank improved its NPS by 11%, reduced follow-up complaints by ...

GBM, one of the leading brokerage firms in Mexico, took a major step forward in 2021 with the launch of GBM+, a ...

In response to the growing need for agile and personalized banking, Banorte enhanced its customer service capabilities ...

According to data from the National Commission of the Retirement Savings System (CONSAR), partial withdrawals due to ...

The Business Process Outsourcing (BPO) sector is undergoing a profound transformation driven by technological ...