In today's digital Latin America, contact centers are undergoing explosive change. Adopting sophisticated technology and next generation practices, organizations across the region are creating seamless customer experiences to prove their value to the ''anytime, anywhere'' consumer. Providing cost efficiency, multilingual support and geographic proximity, Latin America is also increasingly attractive as a nearshore contact center destination. The region's growing profile comes at a time when organizations are driven to expand globally, tier their services, and engage the fast-growing Spanish-speaking customer market.
With the contact center market projected to reach $15.13 billion across Latin America by 2020, now is the time for global businesses to put their regional plans into action. A division of
CCW, the world's premier customer service conference,
CCW Latin America is the only event bringing global and LATAM practitioners under one roof to innovate customer care across the Americas.
Why attend?
- Multicultural Exchanges: Real-world insights connecting customer care leaders across the Americas
- Align People, Process, and Technology: Learn from industry trailblazers on delivering world-class, multi channel customer care experiences
- Nearshore Advantages: Identify each Latin American nation's unique challenges & benefits to plan your rightshoring roadmap
- Hands-on Learning: Discover next generation contact center solutions during technology demonstrations - and win prizes!
- Benchmarking Sessions: Post-event site tours in Miami contact centers
Meet The Speakers
- Esteban Arce Riqué, Director of Contact Center, Wyndham Worldwide/RCI
- Jonathan Somoza, Director of Customer Service & Call Center, AXA Seguros México
- Zenaido Torres, Senior Operations Manager – Mexico Regional Operations Center, Western Union
- Helmut Cervantes, Senior Manager, Customer Solution Center Latin America, Hewlett-Packard
- Carlos Ivan Jaimes Mora, Product Quality and Service Director - LATAM Region, Stanley Black & Decker
- Ernesto Navas, Global Operations Service Redesign Manager, Sabre Travel Corporation
- Jalil Deguer, Customer Service Director, Avenida.com
- Edgar Eduardo Tejada, Director for Citizen Services, Panama National Authority for Government Innovation
- Mauricio Eichner, Commercial Director, ATELUSA
- Luis Alberto Sanchez, Director, LACC, Customer Experience, American Express
- Diane Magers, Chairman of the Board, Customer Experience Professionals Association (CXPA)
- Sean Goforth, Director of Research, Nearshore Americas
- Guillermo Hisas, Senior Director of Customer Support, Electrolux
- Marcelo Ceruso, VP of Client Solutions, Grupo TV Cable
- Juan Manuel Gonzalez, Research Director, Frost & Sullivan
- Fernando Straminsky, Regional Vice President Customer Experience & Churn Management, DIRECTV Latin America
Please fill in your name and email to receive the conference agenda of this event.
Workshop Day - Monday, October 17, 2016
- Workshop A: The Shoring Clinic: Critical Steps in Selecting, Partnering, and Managing your Nearshore Operations
- Workshop B: Advancing Loyalty and Relationship Care for Multinational Customers through the Net Promoter System
- Workshop C: Transforming the Contact Center into an Experience Center
Main Conference Day One - Tuesday, October 18, 2016
- Including: Morning & Afternoon Networking Break, Lunch
Main Conference Day Two - Wednesday, October 19, 2016
- Including: Morning & Afternoon Break, Networking Luncheon
Post-Conference Site Tour - Thursday, October 20, 2016
The agenda is available as PDF under downloads at the right side of the page.
Venue
The venue is not yet available for this event.
Follow this event to be informed when the venue is available and stay informed on other changes.
Venue
Venue to be confirmedSan Antonio, TX
AccommodationMore information to follow...
Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavor to negotiate the best available rates for you so please use the Hotel´s website link provided.
