ContentsLAST WORDWhatsApp and Nespresso's Digital StrategyMarcos Bogo, Customer Relationship SR Manager, Nespresso Brazil30COVER STORY12IN MY OPINIONThe Importance of Contact Center ServicesLourdes Alvarez, Directora Contact Center, BANCO CARIBE08ELEVATING CUSTOMER EXPERIENCE WITH EXPERT CONSULTANCY SEBASTIAN FLORES, CEO
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