Authors

Agustí Molías

CEO @ The Cliente Group

ES

Alejandro González Bedoya Diretor Geral @ Stream Mobile, Phone and Fun, y Ada360 Consulting Services ES

Ana Buxó Secretaria General @ Asociación CEX ES

Ana Gonçalves General Secretary @ Associação Portuguesa de Contact Centers (APCC) PT

Ana Rita Simões Operations Director @ Allianz Partners PT

André Santos Senior Vice President Sales Latam & Global CSM @ GoContact ES | PT

Antonio Diaz Director Geneal & Director Innovación Spain&Latam Intelcia @ E-voluciona | Intelcia ES

Andreia Sousa Sales Manager | Service Center & BPO @ Manpower PT

Cândido Ferreira Senior Manager | BPO & Contact Center Unit @ ManpowerGroup PT

Carlos Gonçalves

CEO @ AVILA SPACES

EN | PT

Carolina Sordelli Sr. Consultant- Organizational Transformation @ carolinasordelli.com EN | ES

Cláudia Serra Diretora do Serviço de Atendimento ao Cliente @ CTT PT

Contxi Fajardo CEO @ Bee Calling ES

Cristiani Oliveira Mystery Shopping Director @ Intercampus PT

Cristina Ribeiro Senior Sales & Business Development Lead @ Manpower TBO PT

Daniel Vidal Abogado @ Webpilots ES

David López Pitts Director Comercial y de Marketing @ Sitel España EN | ES

David Mota Head Customer Experience @ OLX Brazil PT

Eduardo Matos Partner @ Netsonda EN | PT

Erick Portocarrero Director of Collections @ Mapfre Peru ES

Encarna Calvo Director of the Center of Excellence @ Equifax Spain ES

Enrique Román Product Design Consultant @ Freelance EN | ES

Esmerelda Mingo CEO Spain & Latin America @ Comdata Group ES

Eva Laranjeira General Manager @ ICG PT

Evaristo Canete General Director @ emergia Colombia ES

Fátima Costa Diretora de Outsourcing @ Adecco Portugal PT

Fernando Gallego Caceres Senior Regional Vice President Field Service, Platform & Service – Spain & Portugal at Salesforce @ Salesforce ES

Fernando Matos Partner & Co-Founder @ Closer PT

Francisco Grillo Arciniega Director @ The Skills Dude EN | ES

Gloria Urueña Directora @ Colcob Colombia EN | ES

Guy Fort Presidente @ APECCO EN | ES

Ignacio de la Torriente Director de Experiencia de Clientes @ AEDAS Homes ES

Jorge del Río CIO Global @ Konecta ES

Jorge Pires Diretor da CCP @ Confederação do Comércio e Serviços PT

José Carlos Ribeiro President General Meeting | Director EDP Retail @ APROCS | EDP PT

José Francisco Rodríguez Presidente @ AEERC ES

José Luis Delmas Director Customer Experience, Insights and Analytics LATAM & Spain @ MADISON ES

José Luis Goytre Director del Proyecto Discatel @ AEERC ES

José Serrano CEO @ IZO ES

Juan Brun BPO and Customer Experience Expert ES

Ladislau Batalha Founder @ LAB Experience EN | PT

Laurent Etcheverry Director General @ IFAES EN | ES

Luís Ferreira Customer Operations Manager @ Worten EN | PT

Luis García Conde Director de Desarrollo de Negocio @ Madison MK EN | ES

Luís José Andrade Senior Manager | Professor & Researcher | Coacher & Speaker| Advisor PT

Manuel Alçada Managing Director @ Happy Work PT

Marcelo Díaz CEO y Fundador @ LinkSolution EN | ES

María Eugenia Aguirre Directora @ IMT EN | ES

María Pérez Roldán Sales, Marketing and Communication Director @ ISGF ES

Marta López Chief Commercial Officer @ Webhelp Spain ES

Marta Sotto-Mayor Hospitality Consultant @ Formadora Certificada e Professora nas Escolas do Turismo de Portugal PT

Miguel Matey CEO @ Emergia ES

Nicolás Zavala Cendra Senior Vice President Collections EMEA – Practice Lead @ Teleperformance ES

Nuno Margarido Managing Director @ Ventask PT

Óscar Luis Marruenda Responsable de Contact Center @ Clínica Baviera ES

Oscar Sánchez Martínez Business Expert @ Verisure Securitas Direct ES

Paulo Cardoso Security Consultant @ PFC Consulting PT

Pedro Empis Business Director @ Randstad Portugal PT

Pedro Rodríguez Swanson Vice President of Sales & Customer Success @ IGT Solutions ES

Raquel Carnicero Contact Center Director @ Inmark Business Group ES

Raquel Hernan Sanz
COO @ WIBLE

ES

Roberto Robles General Manager of Interactive Contact Center @ Marktel ES

Rui Marques CEO @ GoContact PT | ES

Rui Santos General Manager @ InPar PT

Rui Teixeira Country Manager & board member @ ManpowerGroup PT

Sandra Gibert CEO @ Intelcia Spain & Latam ES

Sandra Matos Head of Operations @ SIBS Processos EN | PT

Santiago Muñoz-Chápuli Chief Executive @ ON Soluciones ES

Susana Sánchez General Director @ ILUNION Contact Center BPO ES

Susana Vázquez Directora de Operaciones Multirriesgos @ Asitur ES

Tito Aponte Mesa Specialist Contact Center and BPO Consultant ES

Tomás Alonso Credit Cycle and Business Assurance Director @ ORANGE ES

Vânia Delgado Managing Director @ Ucall PT