This September, Lima hosted APEXO 2025 Congress under the theme “Leading AI, Transforming the Experience World”, one of Latin America’s most relevant gatherings for Customer Experience and digital transformation.
With the participation of international experts, industry leaders, and benchmark companies, the event explored how Artificial Intelligence is redefining interactions with customers, employees, and suppliers. As a sponsor and active participant, Inconcert contributed strategic content to the agenda through two key moments: a panel discussion and a specialized keynote.
Panel discussion: 3 pillars driving the evolution of the CX sector
In the panel, Giancarlo Huertas represented Inconcert, diving into three key areas shaping the industry’s evolution:
- Hybrid contact centers: How collaboration between human and virtual agents optimizes operations, ensures 24/7 availability, and reduces costs—featuring real-life cases of seamless integration
- AI applications in CX: From copilots assisting human agents to fully autonomous virtual agents managing sales, service, and marketing with empathy and accuracy.
- Agentic AI in 2025: Differences from previous bot generations, new levels of autonomy and reasoning, and examples of applications in sectors such as telecommunications, education, and healthcare.
This space enabled a discussion on how contact centers can harness AI’s potential to create more agile, scalable operating models while keeping personalization at the core of customer relationships.
Keynote: “AI agents: turning the BPO Contact Center into a profitability engine”
The keynote was delivered by Alexis Román, Customer Success Specialist at Inconcert, who shared how Agentic AI has become a results accelerator for BPOs and contact centers.
Through real-world examples, Alexis demonstrated how AI can enhance customer satisfaction, reduce the operational load on human agents, and boost conversion rates with strategies such as:
- Scaling omnichannel outbound campaigns for automated customer acquisition and conversion.
- Optimizing service by resolving issues without wait times, managing appointments, and detecting negative emotions for proactive intervention.
- Strengthening retention and cross/up-selling through personalized, data-driven interactions.
A space for inspiration and partnerships
APEXO 2025 also served as a high-value networking platform. The day concluded in a relaxed setting to celebrate learnings, partnerships, and future opportunities.
