Celebrating the 3rd edition of the CX Brunch in Madrid to discuss legal and technological challenges

On 20 March, we’ll return to Madrid for a morning focused on knowledge, networking and collaboration. We firmly believe that the value of the sector grows when we share experiences and work together to tackle the challenges we all face.

KEY THEMES IN THIS EDITION

This year we focus on two key pieces of legislation that are currently shaping the industry:

• The new Spanish telephone fraud regulations, which aim to increase transparency and trust in communications.
• The new advertising blacklists, a change that will have a direct impact on customer relationships and commercial strategies.

In addition, we are delighted to present an exclusive demonstration of the latest advances in Artificial Intelligence applied to contact centres – a real example of how technology can help address current challenges and improve the customer experience.

THIS EDITION’S AGENDA

• 10:00 – 10:30 | Welcome Coffee
• 10:30 – 11:45 | Legal and technological challenges for contact centres
• 11:45 – 12:00 | AI in action
• From 12:00 | Networking Brunch

REGISTER FOR YOUR PLACE

Space for this event is limited. If you are interested in attending, you can request your place on this page. You will receive a confirmation email with details of the event location.

EVA: OUR ARTIFICIAL INTELLIGENCE

At Enreach, we are committed to innovation and continually improving the tools we offer our clients. Our AI platform, EVA (Enreach Virtual Agent), is a prime example of this.

EVA is an advanced solution that allows businesses to

• Create chatbots and voice bots: develop custom bots to interact with customers in real time, providing fast and accurate responses across multiple channels.
• Analyse service quality in real time: using natural language processing (NLP) and machine learning, EVA’s Speech Analytics can evaluate every interaction and extract the following:
  • Title and summary: identify the main topic and summarise the conversation.
  • Category: classify interactions by type or purpose.
  • Customer satisfaction: assesses customer sentiment during the interaction.
  • Call Quality: measures both customer satisfaction and agent performance.

These capabilities help organisations improve operational efficiency, deliver more personalised experiences and ensure high levels of customer satisfaction.

THE PHILOSOPHY BEHIND THE EVENT

When we launched the CX Brunch, we did so with the belief that the contact centre industry needed more spaces to share knowledge, discuss common challenges and strengthen real connections between professionals. Now, three editions later, we are thrilled to see how this event has become a key meeting place where industry leaders come together to grow together.

The CX Brunch was created with the aim of bringing together contact centre professionals to discuss current challenges, share best practice and strengthen the community.

Our philosophy behind the event is

• Connect: facilitate networking between professionals who share similar interests and challenges.
• Learn: provide valuable insight into the latest trends and regulations affecting our industry.
• Collaborate: foster partnerships and synergies that drive continuous improvement in customer service.

WHO MAKES THE CX BRUNCH POSSIBLE?

This event wouldn’t be possible without the commitment of the organisers and partners who share our vision of moving the industry forward:

Enreach

Leader in communication solutions, contact centres and artificial intelligence, dedicated to the digitalisation and efficiency of customer service.

Webpilots

Experts in digital solutions to automate processes and improve the user experience.

Adam

Specialists in technological infrastructure and security, providing essential tools for the sector.

AEERC

A leading organisation in the contact centre sector, promoting excellence in customer relationship management.

Contact Center Hub & Relación Cliente

Our media partners, helping to spread industry trends and updates, bringing knowledge to more professionals.

We are proud to have the support of these key allies who share our vision of a more innovative, collaborative and efficient industry.