On June 26, Inconcert participated as the official sponsor of the 2nd Jueves DEC México, an event that brought together industry leaders and experts to share experiences, challenges, and real-world customer experience transformation stories.
Organized by DEC México (the Customer Experience Development Association), the event took place in Mexico City and focused on personalization as a driver of sustainable profitability. Throughout the day, the synergy between human purpose, technology, and innovation was highlighted as a lever for business growth.
Oscar Parra, Country Manager of Inconcert México, led a session on how AI applied to CX and omnichannel software are reshaping the way brands interact with people. He was joined by Víctor Lazarín, Chief Growth Officer at Universidad Insurgentes, and Oscar Rodríguez, Customer Service Manager at Hughes México.
Through two powerful success stories, Inconcert demonstrated how its technology adapts to various operational and strategic challenges, turning CX into a tangible competitive advantage.
Education that connects: Universidad Insurgentes reinvents Its CX with Inconcert
With over 30 years of experience, Universidad Insurgentes faced a common challenge in the education sector: managing thousands of leads while maintaining personalized, timely engagement. In a highly competitive market with tight margins, digitalization alone wasn’t enough—they needed a structural transformation of their sales funnel.
By implementing Infunnel (marketing automation and CRM) and Inconnect (omnichannel platform), Universidad Insurgentes was able to automate the student journey end-to-end, while preserving a human touch in interactions.
Key results:
- 30% reduction in acquisition cost
- First contact in under 10 seconds
- 40% increase in NPS
- 12% improvement in sales efficiency
This new service model gave the university full visibility of its operations, better prioritization, reduced manual tasks, and a connected, seamless experience—all powered by real-time analytics, smart segmentation, and a continually evolving tech-driven culture.
Hughes México enhances retention and collections with an omnichannel CX strategy
Hughes México, a telecommunications company, had a clear goal: get closer to its rural customers, enhance service, and reduce churn. To do so, they turned to Inconnect, Inconcert’s cloud contact center solution that enabled them to unify key channels (WhatsApp, chat, phone) in a single platform and intelligently scale their operations.
Immediate benefits:
- +8% in overall customer satisfaction
- +25% improvement in recovery rate
- -25% churn reduction
- +12% in reactivations
Using Supervisor AI integrated with Inconnect, Hughes analyzed 100% of its calls and delivered daily operational feedback to its teams, improving quality and enabling fast responses to errors. They are now advancing toward virtual agents to automate collections, with a focus on segmentation by channel, profile, and behavior.
With this transformation, Hughes eliminated manual processes, improved proactive communication, and is now ready to deliver truly efficient 24/7 service—without compromising operational control.
Real cases, measurable results: how Inconcert is driving CX transformation
Jueves DEC México clearly demonstrated that customer experience is a core growth strategy. At Inconcert, we remain committed to supporting our clients in this evolution—combining technology with AI, automation, and a human-centric vision.
We thank the DEC community for creating purposeful spaces for dialogue, and our clients for partnering with us to shape the future of CX in Latin America.
