Inconcert reaffirmed its commitment to innovation and customer experience improvement during its prominent participation in CX Summit Colombia 2025, one of the most relevant events in the customer experience industry across Latin America. As an official sponsor, Inconcert positioned itself as a key player in the ongoing conversation about the future of CX—especially in sectors where human interaction and technology must work in harmony.
At the event, Inconcert hosted an interactive booth showcasing its ecosystem of tech solutions, with special emphasis on Inagent, its AI agent solution designed specifically to optimize customer interactions in complex environments such as education, where personalization, agility, and operational efficiency are crucial.
“Our mission is clear: to help organizations create memorable, scalable, and efficient experiences. In the education sector, this means connecting with students from the very first click, supporting them throughout their journey, and delivering real value at every interaction,” said Miguel Noronha, CSO at Inconcert.
A success story in education: Laureate and the end-to-end student experience transformation
One of the event’s most anticipated sessions was the keynote by Oliver Medina, Director of Conversion at Laureate Education, titled “From First Contact to NPS: How an Educational Institution Elevated Its End-to-End CX.” In his talk, Medina shared key insights from a deep transformation that involved the implementation of Inconcert's Inconnect omnichannel contact center solution, AI-poweredstudent service agents, and Infunnel, its marketing automation and contact management software used to orchestrate the entire outreach strategy.
The presentation highlighted three key areas where Inconcert’s technology delivered tangible value:
- Enrollment: in an increasingly competitive landscape—with more online programs and institutions—attracting the right students requires immediate responses, personalized content, and agile processes.
- Retention: student attrition remains a major challenge in Latin America. Automating key interactions and offering proactive support has played a vital role in improving academic continuity.
- Experience: centralizing contact center operations and enabling efficient, multichannel service has significantly reduced wait times and boosted overall satisfaction.
“In education, the student experience begins with the first click. And a bad experience can mean a lost student,” said Medina, emphasizing the need to approach CX as a fully integrated process.
Medina also addressed the challenges, fears, and risks involved in a transformation of this scale: from organizational resistance and infrastructure limitations, to concerns around AI bias and cybersecurity. However, with Inconcert’s technology and strategic guidance, Laureate was able to overcome these concerns by prioritizing governance, transparency, and scalability—minimizing risks and maximizing long-term benefits.
“When technology is implemented with strategic vision and a user-centric approach, it becomes a real competitive advantage. Our work with Laureate is proof that sustainable, people-centered growth is possible,” noted Armando Trivellato, Head of Growth at Inconcert.
Inconcert reinforces its leadership in CX for strategic sectors
Inconcert’s participation in CX Summit Colombia 2025 not only strengthened its position as a leader in CX technology solutions, but also showcased its ability to adapt to the specific needs of critical sectors like education. The success story of Laureate Education demonstrates that—with a clear strategy and the right tools—it's possible to radically transform how institutions engage with students.
In a world where customer experience is no longer optional but a strategic differentiator, Inconcert continues to drive innovation, artificial intelligence, and collaborative partnerships as the foundation for building a future where every interaction matters.
