{"id":55947,"date":"2025-10-24T13:00:50","date_gmt":"2025-10-24T11:00:50","guid":{"rendered":"https:\/\/enreach.es\/?p=55947"},"modified":"2025-10-24T14:24:18","modified_gmt":"2025-10-24T12:24:18","slug":"a-legal-tech-checkpoint-for-contact-centres-a-summary-of-the-fourth-edition-of-the-cx-brunch","status":"publish","type":"post","link":"https:\/\/enreach.es\/en\/blog\/a-legal-tech-checkpoint-for-contact-centres-a-summary-of-the-fourth-edition-of-the-cx-brunch\/","title":{"rendered":"A legal & tech checkpoint for contact centres: a summary of the fourth edition of the CX Brunch"},"content":{"rendered":"

Last week we opened the doors of our headquarters in Barcelona to host the fourth edition of the CX Brunch<\/strong>. A gathering that, given the growing legal challenges<\/strong> in the sector, has become essential for understanding the regulations and learning how to respond<\/strong>.<\/p>\n

This event was made possible thanks to our co\u2011organisers, Webpilots Spain<\/a><\/strong> \u2014 specialists in permission marketing<\/em> \u2014 and Magnetron<\/a><\/strong>, official distributor of EPOS and Sennheiser among other leading brands. We also had the support of the AEERC<\/a><\/strong> (Spanish Association of Customer Relationship Experts) and our media partners<\/em> Contact Center Hub<\/a><\/strong> and Relaci\u00f3n Cliente<\/a><\/strong>.<\/p>\n

Below we review the topics that shaped the day \u2014 updates from the AEPD<\/strong>, critical points of the ‘Stop \u202fPublicidad’ \u202fList<\/strong>, the impact of the anti\u2011telephone\u2011fraud regulation<\/strong>, changes to the Law on Customer Service\u202f Provision<\/strong> and updates to the framework for AI in Customer Experience (CX)<\/strong> \u2014 with insights from Daniel \u202fVidal<\/strong>, lawyer and Legal Director at Webpilots Spain.<\/p>\n

THE WELCOME THAT ALIGNED US<\/strong><\/h2>\n

Lu\u00eds A. Gonz\u00e1lez<\/strong> kicked off the morning with a sincere thank\u2011you to attendees, collaborators and the press. With a brief and clear address, he emphasised the goal of CX Brunch: a space born from the joint desire to contribute and drive forward our sector.<\/p>\n\"Bienvenida\n

Lu\u00eds\u202fA.\u202fGonz\u00e1lez, Head of CCaaS Sales at Enreach, welcoming the attendees of the 4th edition of CX Brunch by\u202fEnreach.<\/p>\n

FIVE LEGAL CHALLENGES WE TACKLED AT CX BRUNCH IV<\/strong><\/h2>\n

With professional precision and flawless delivery, Daniel Vidal<\/strong> focused his presentation on five key challenges currently driving the pace of the contact\u2011centre industry.<\/p>\n

1. AEPD UPDATES: A BREATH OF FRESH AIR (AND A FASTER PACE)<\/strong><\/h3>\n

The big news: the change in leadership at the AEPD<\/strong> (Spanish Data\u2011Protection Agency). Lorenzo \u202fCotino<\/strong>, Professor of Constitutional Law with experience in AI, has taken office and launched a new strategic plan for 2025\u20112030.<\/p>\n

\n

\u201cWe can say it\u2019s the first strategic plan to be implemented in such a short timescale and that, furthermore, brings hope to the sector.\u201d<\/p>\n

Daniel\u202fVidal, Lawyer and Legal Director at Webpilots\u202fSpain<\/p>\n<\/blockquote>\n

The plan, structured around seven pillars, gives the Agency\u2019s role in industry a distinctly different tone. Particularly noteworthy is the third pillar: supporting and guiding regulatory compliance<\/strong>.<\/p>\n

Another pertinent change: the AEPD will cease issuing annual reports and instead publish on a semi\u2011annual basis. The upside is timelier data; the downside, the loss of year\u2011on\u2011year comparison.<\/p>\n

Vidal presented the latest semi\u2011annual report covering December\u202f2024 to May\u202f2025 and highlighted three trends:<\/p>\n