As a long-standing sponsor of the event, Inconcert joined Expocontact in celebrating two decades of excellence in the customer experience sector with a special participation. Beyond supporting conferences and panel discussions, Inconcert helped create a relaxed and engaging atmosphere for attendees by offering an exclusive live string duo performance and a tasting of Iberian ham—unique details that added a memorable touch to the event.
“Participating in and supporting Expocontact on its twentieth anniversary is both an honor and a reaffirmation of our commitment to the evolution of the customer experience industry,” stated José Luis Sánchez Mancebo, EMEA Commercial Director at Inconcert.
Roundtable: Real-World Challenges and Strategies for Implementing GenA
One of the event’s highlights was the roundtable discussion “Connecting Experiences: The 360° of a GenAI Project—From Vision to Execution.” This space brought together industry leaders to explore one of the most transformative shifts reshaping the CX landscape today: the real-world integration of Generative Artificial Intelligence.
José Luis Sánchez Mancebo contributed to the conversation by sharing valuable insights into the challenges and opportunities of GenAI implementation. “There’s tremendous market interest in deploying AI solutions, but oftentimes they’re forced into legacy systems that limit their potential. At Inconcert, we encourage organizations to take a more holistic, operations-focused approach in order to think outside the box and unlock real value,” he explained.
Sánchez emphasized that GenAI projects are highly cross-functional, involving multiple teams across an organization. This complexity increases the challenge, but also amplifies the impact. As an inspiring case study, he shared a recent education-sector project in which a virtual agent was deployed using multiple knowledge bases to improve student support and academic operations.
The roundtable also addressed key topics such as goal-setting, cross-departmental coordination, regulatory challenges, success metrics, and market-specific differences—providing a comprehensive view of what it takes to make GenAI work in real business environments.
Looking Ahead: Innovation, Impact, and Strategic Alliances in CX
Inconcert’s participation in the 20th anniversary of Expocontact reinforces its leadership in the digital transformation of customer experience. The company remains committed to continuous technological innovation and to building a smarter, more efficient, and people-centric omnichannel ecosystem.
