Event Overview and Key Speakers
On September 10, at the Hotel Barceló Reforma in Mexico City, CX Day México 2025 took place. This event brought together professionals and companies dedicated to customer experience (CX) and employee experience (EX). Attendees had the opportunity to connect with top industry experts, engage in networking activities, and learn about cutting-edge trends.
Main Topics and Panel Discussions
During the event, innovative trends were explored through inspiring success cases. Attendees discovered products, solutions, and services shaping global CX and EX. The first panel, moderated by Juliana Quintero, focused on applying proprietary products and solutions through a CX strategy within a company. This approach strengthens the product before it reaches customers by turning internal experiences into living laboratories.
Artificial Intelligence (AI) and Learning from Mistakes
As in most conferences, a central theme was artificial intelligence (AI) and its role in developing products, optimizing internal processes, enhancing customer service, and anticipating market needs. The importance of learning from mistakes was also emphasized, highlighting that errors should be viewed as opportunities for growth rather than failures.
Virtual Agents and AI Investment
The commercial director of Net2phone México presented a talk on the role of AI-driven virtual agents in contact centers and customer service. He discussed how these virtual agents are transforming business value creation and questioned the correct investment in AI, noting that it should not be a trend-driven decision.
Success Case: Edenred Mexico and Fin AI Agent
Mariano Arrua from Intercom and Raúl Figueroa from Edenred Mexico presented the successful case of Edenred Mexico, a leading corporate payment solutions provider. They analyzed Edenred’s experience after incorporating Intercom’s Fin AI Agent, achieving an 88% resolution rate using advanced automation to handle nearly 100,000 requests efficiently.
AI as a Strategic Tool
Yalo’s presentation by Stephan Berger and Juan Carlos Lopez Valdivieso emphasized that AI has evolved from a promise to a strategic tool redefining brand-consumer relationships. They explored how intelligent agents enable businesses to offer personalized experiences at scale, maintain service quality during high demand, and positively impact business metrics like customer satisfaction, conversion rates, and average ticket size.
Data as the Core of Customer Experience (CX)
Jorge Sion Dabah from CIAL Dun & Bradstreet discussed how data has become the core of CX and a crucial factor in maximizing return on investment (ROI). He highlighted that data-driven businesses are more likely to attract and retain customers, generate additional sales, but also face challenges like data silos and constant updates.
Key Questions and Answers
- What is the main focus of CX Day México 2025? The event centers around customer experience (CX) and employee experience (EX), bringing together industry experts to discuss innovative trends and success cases.
- How does AI contribute to CX? AI helps develop products, optimize internal processes, enhance customer service, and anticipate market needs. It also enables personalized experiences at scale and maintains service quality during high demand.
- Why is learning from mistakes important in CX? Learning from errors fosters continuous growth and improvement, turning setbacks into opportunities.
- What is the role of virtual agents driven by AI in contact centers? Virtual agents, powered by AI, transform how businesses create value and offer personalized customer experiences.
- How does data impact CX? Data-driven businesses are more likely to attract and retain customers, but they must manage data silos and constant updates effectively.
