Authors

Agustí Molías

CEO @ The Cliente Group

ES

Alejandro González Bedoya Diretor Geral @ Stream Mobile y Ada360 Consulting Services ES

Álvaro Figueira Gomes Consultant in Digital Transformation and process redesign @ Servinform 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 CEO @ E-voluciona by 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

Cristina Asenjo Navazo Responsible CX y Analytics en Madison CX, Insights & Analytics  @ Madison ES

Cristina Cañal Independent consultant ES

Cristiani Oliveira Mystery Shopping Director @ Intercampus PT

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

Daniel Vidal Abogado @ Webpilots 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

Esmeralda Mingo General Director @ Zelenza CEX 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

Gema Marín Eizaguirre VP Operations & Country Leader @ Foundever Spain ES

Gloria Urueña Directora @ Colcob Colombia EN | ES

Ignacio de la Torriente Chief Customer Officer @ AEDAS Home ES

Javier Cáceres Herrero
General Manager and CIO @ ISGF
ES

Jorge del Río CIO Global @ Konecta ES

Guy Fort Presidente @ APECCO EN | ES

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

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

José Luis Goytre Director del Proyecto Discatel @ AEERC ES

José Serrano CEO @ IZO ES

Juan Brun Global Accounts Executive @ Chubb ES

Juanjo Fernández Founding partner @ GW ES

Ladislau Batalha Founder @ LAB Experience EN | PT

Laurent Etcheverry Director General @ IFAES EN | ES

Luís Ferreira Customer Operations Manager @ Worten EN | PT

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

Marina Gilabert Consultant and Europe Branch Manager @ Mutta ES

Marta López Partner & Sales and Marketing Director @ Immersive Creatures ES

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

Miguel Matey 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 Manager Business Analyst & E2E @ Verisure Securitas Direct ES

Paulo Cardoso Security Consultant @ PFC Consulting PT

Pedro Empis Business Director @ Randstad Portugal PT

Pedro Rodríguez Swanson Chief Revenue Officer @ Conectys ES

Raquel Carnicero Contact Center Director @ Inmark Business Group ES

Raquel Hernan Sanz CEO @ Drivalia ES

Roberto Robles General Manager of Interactive Contact Center @ Marktel ES

Rui Marques CEO @ GoContact PT | ES

Rui Pinto Responsible for Sales and Distribution Channels @ Keepwells PT

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

Vânia Delgado Managing Director @ Ucall PT

Xavier Vidal Naval Founder & CEO @ ADI Consulting ES