Inconcert, a global technology company specializing in the transformation of business processes through Artificial Intelligence, is strengthening its organizational structure to accelerate the execution of its 2026–2030 strategy, the roadmap established following Álvaro Grande’s appointment as CEO in April this year.
The strategy is built around a clear ambition: to redefine the relationship between companies and their customers and drive measurable business impact through a technology platform capable of orchestrating AI, people and operations under a unified approach, supported by expert teams that work alongside customers to redesign and scale their processes. This vision comes at a time of rapid market transformation, as traditional contact center platforms converge with a new generation of agentic AI solutions.
A structure designed to transform processes, not just implement technology
The new structure begins with Growth, which will be led by Mauricio Lázaro as Chief Growth Officer. The division will manage new customers end to end, ensuring that everything from identifying a business need to launching the project is coordinated within the same team. Inagent, a product launched more than two years ago, will play a key role in driving new customer growth.
Under this new organization, the knowledge acquired during the commercial phase can be transferred directly into project definition and implementation, reducing the time required to turn an opportunity into an operational use case.
Revenue, led by Sergi Figueras as Chief Revenue Officer, will focus on deepening customer relationships as their needs evolve. The company will strengthen its model with local Key Account Managers (KAMs), a renewed Customer Solutions team, embedded specialists and dedicated teams focused on projects involving its different solutions.
The two teams will be complemented by Commercial Excellence, forming the third pillar of Inconcert’s new commercial organization. Led by Isabel Álvarez, this area will develop the tools, processes, methodologies and dashboards required to make Growth and Revenue management both excellent and scalable. It will also be responsible for training Growth and Revenue teams, as well as Inconcert’s partners and customers.
Internal talent to lead Inconcert’s next chapter
The new appointments reinforce Inconcert’s commitment to internal talent and recognize two careers closely linked to the company’s evolution over recent years.
Previously Director of Innovation at Inconcert, Mauricio Lázaro has led the evolution of the company’s artificial intelligence proposition for more than five years and spearheaded the development of Inagent, bringing technological innovation closer to specific processes and real-world use cases. As Chief Growth Officer, he is now expanding that responsibility to connect Inconcert’s innovation capabilities with demand generation, consultative sales and the launch of new projects.
Sergi Figueras has spent more than twelve years at Inconcert, holding responsibilities across operations, project management and customer service. In 2024, he took over the leadership of Customer Success, and in September 2025 he was appointed Chief Operating Officer, bringing several areas related to operations and customer relationships under his responsibility.
With this new structure, Inconcert aims to apply to its own organization the same principles it brings to its customers: integrating technology, processes and people around shared, measurable objectives. The organizational change represents another step in the company’s ambition to become a technology partner of choice for organizations seeking to transform customer relationship processes into engines of growth, efficiency and competitive advantage.