2 min
On 28 May, our Head of Sales, Carlos Jiménez, will be taking part in the roundtable discussion ‘The Future of Experience: New Operational Models Driven by Gen AI’, a session included in the ExpoContact programme. The debate promises to highlight the positive impact this technology is already having on the contact centre sector.
With less than a week to go, we spoke with Carlos about the key topics that will be addressed, the role that generative artificial intelligence is already playing in the sector, and why this conversation is essential for anyone leading teams, processes, or strategy in the BPO space.
Why do you think it’s so important to talk about generative AI now, in the context of operations?
Generative AI is not a future promise — it’s already here, and it’s directly impacting how we design, run, and improve our services. From automating repetitive tasks to delivering hyper-personalised experiences, Gen AI opens up possibilities that, just a couple of years ago, felt like science fiction.
Now’s the time to ‘get on board before the train leaves the station’. This roundtable is all about showing how companies in the sector are already using Gen AI successfully — and what key factors to consider for effective implementation.
What can the audience expect from this roundtable?
Above all, real success stories and figures. We’ll be sharing practical experiences, lessons learnt, and of course, a strategic outlook on where things are heading. It’s not just about the tech — it’s about how we redesign operational models, how we train our teams, and how we measure the impact of these new tools.
What challenges do you think companies face when integrating generative AI?
The biggest challenge isn’t technological — it’s cultural. The pace at which generative AI is evolving demands a mindset open to change, experimentation, and continuous learning. It’s not just about bringing in new tools — it’s about rethinking processes, roles, and metrics. That’s why collaboration and shared learning, like what we’ll see in this roundtable, are so essential.
Who would you especially recommend attend this roundtable?
Anyone who leads operations, customer experience, or digital transformation. But also anyone who’s curious to understand how AI can be applied in a tangible, profitable way within their organisation.
#SAVETHEDATE: 28 MAY AT EXPOCONTACT
👉 Roundtable: ‘The Future of Experience: New Operational Models Driven by Gen AI’
🕓 12:25 pm
📍 La Quinta del Jarama, Madrid
Moderator:
🔹 Ignacio Coronado – Konecta
Experts:
🔹 Diego Baccini – Banco Galicia
🔹 Carlos Jiménez – Enreach
🔹 Judith González Planas – GoContact
🔹 María José Baena Priego – Tinsa España
🔹 Agustí Molías – Contact Center Institute
We look forward to seeing you there!
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