On September 4, Inconcert once again brought together leaders and key players in the customer experience (CX) industry for a new edition of its flagship event, Inconcert Sunset.
This time, the setting was Taboo Restaurant, in the heart of Polanco (Mexico City), where an afternoon was designed for conversation, connection, and a forward-looking view of CX.
Under the theme Welcome to the New Agentic AI Era, the event blended insights and enjoyment: thought-provoking presentations, a guided wine tasting from Viñedos El Cielo, and a relaxed atmosphere that encouraged high-level professional exchange.
Agentic AI: from concept to action
During his keynote, Oscar Parra, Inconcert Mexico Country Manager, emphasized the transformative impact of this technology:
“Agentic AI is not a promise for the future—it’s a reality that is already reshaping how contact centers operate. Today, a virtual agent can make autonomous decisions, connect with business systems, and deliver empathetic, efficient experiences in real time.”
Parra highlighted how Inagent, Inconcert's autonomous AI agent solution, combines advanced technical capabilities with a deep understanding of the emotional and relational context that defines a truly great customer experience.
He introduced a key framework: the five decisive moments in every customer-company interaction. From the very first contact—where speed and clarity are critical—to follow-up and feedback, each stage represents an opportunity to delight… or disappoint.
“Too often, we focus on solving the issue at hand, forgetting that the experience starts long before and continues long after the final click. These five moments are the compass for designing interactions that truly add value.”
The five moments he outlined were:
- First contact: defining the first impression.
- Identification & validation: when the customer expects the company to already know them.
- Resolution of the need: the “moment of truth.”
- Follow-up & closure: essential for building reassurance.
- Feedback – where the emotional memory of the experience is shaped
This holistic perspective reinforces the role of solutions like Inagent, which enable automation without losing the human touch, managing each of these moments with agility, empathy, and consistency.
Use cases: AI already in action
One of the most anticipated segments of the event showcased real-world implementations.
For example, a wine distributor for events is already using Inagent to manage claims, orders, promotions, and modifications in real time, through virtual assistants that:
- Authenticate users
- Identify customer needs
- Offer personalized promotions
- Make changes and send confirmation emails
This case proved that companies don’t need multiple tools: an all-in-one solution like Inagent can handle diverse processes seamlessly, without interruptions.
Technology with a flavor of experience
The event was also a sensory experience. Guests enjoyed a guided tasting led by Laura Téllez Huerta, Key Account Manager at Viñedos El Cielo, who introduced some of the most representative labels from Valle de Guadalupe, including the wines: Astros, Astrónomos, Constelaciones, and Estrellas lines.
More Than an Event, a Meeting Point
Inconcert Sunset México was more than a conference agenda: it became a hub for sharing ideas, real experiences, and new ways of envisioning the future of CX.
What truly mattered wasn’t only what happened on stage, but also what emerged in between: connections, collaborations, and opportunities that undoubtedly began to take shape that very day.
