On October 23, the El Cubo Business Center in Bogotá hosted CX Tech Day Colombia, a gathering that brought together leaders from the customer experience, technology, and operations ecosystem to explore how AI and omnichannel strategies are reshaping customer relationships across Latin America.
Inconcert took a leading role at the event, heading the panel “AI Agents and Omnichannel: How Primax and Mentius Drive Their CX with Inconcert,” moderated by Miguel Ángel Morales, Business Development Manager at the company.
A panel showcasing two sides of CX: B2B and B2C powered by AI
The discussion featured Maryluz Cabrales Santiago, Customer Service and Experience Manager at Primax Colombia, and Óscar Alberto Quinche Curtidor, IT Director at Mentius S.A.S., two companies that have transformed their customer engagement models through Inagent and Inconnect, Inconcert’s AI agent and omnichannel contact center solutions, respectively.
During the conversation, both leaders shared real-world transformation stories from their CX models:
- Mentius, in the B2C space, explained how integrating conversational AI into its commercial strategy has improved lead acquisition, sales conversion, and contact center efficiency.
- Primax Colombia, with a B2B focus, highlighted how omnichannel communication and automation have helped strengthen their network relationships and streamline response times in complex operations.
The panel underscored that modern CX is driven by three key forces: technology, data, and people—and that AI, far from replacing human talent, empowers it to deliver more coherent, agile, and memorable experiences.
AI and omnichannel strategies as the foundation of the new customer relationship model
Inconcert’s participation in CX Tech Day reaffirms its commitment to developing technology that supports sustainable, measurable, and customer-value–driven CX strategies.
With this participation, Inconcert strengthens its presence in the region’s leading CX innovation forums, promoting a vision where technology becomes a strategic ally in building stronger connections between brands and people.
