Pentafon: for the second consecutive year, the most awarded contact center with the highest number of gold recognitions in CX & EX
At the Global CX Forum 2026, we were the Contact Center with the most national awards and the highest number of gold recognitions. These achievements reinforce our leadership and excellence in Customer Experience, Omnichannel Sales, AI‑driven Innovation, and Talent Management—powered by high‑end technology in every process.
Why are we the most awarded?
Banorte | Best CX Strategy & Best Data Analytics Initiative: -33% abandonment, -67% complaints, and -14% cost per interaction with predictability, automation, and voicebots.
With advanced analytics and a collaborative Voice of the Customer model, Banorte strengthened its decision‑making capacity in critical operations, improved experience indicators, reduced operational frictions, and consolidated a more predictive, scalable, and business‑driven approach.
Sephora | Best Operations Strategy & Best Omnichannel Initiative: 99% quality, +13% FCR, and -51% abandonment through omnichannel governance.
Through an integrated omnichannel operation, Sephora strengthened the customer experience, improved first‑contact resolution, reduced abandonment, and consolidated a more governed, traceable, and efficient model.
Mapfre | Best Operations Strategy: +21% interactions per hour, +124% graduates, +28% quality, and -44% abandonment with operational optimization and AI.
Through an operational redesign centered on prevention, specialization, and real‑time control, MAPFRE evolved its assistance operation into a more efficient, sustainable model aligned with the customer experience.
Telefónica Movistar | Best Sales Strategy: +94% sales per hour and +26% overachievement of the profitability goal.
With analytics, commercial redesign, and digitalization of the renewal process, Movistar strengthened the real effectiveness of its sales, improved conversion, protected profitability, and consolidated a more stable, sustainable, customer‑aligned commercial model.
Liverpool | Best Use of Technology: +30% collections recovery, +15% average ticket, and -20% telco cost with analytics and AI.
Through advanced analytics, automation, and AI, Liverpool increased recovery, improved service indicators, optimized costs, and consolidated a scalable, governable, customer‑centric model.
Walmart | Best Customer Service Initiative: +52% CSAT and +37% first‑contact resolution.
Walmart unified its service experience across On Demand and General Merchandise, reduced operational frictions, strengthened end‑to‑end resolution, and consolidated a simpler, more continuous, and more consistent Customer Service model.
Best Human Potential Development Initiative: +9% technical proficiency, +13% early exposure, and -42% critical errors with AI.
With an interactive learning model and an AI‑powered virtual trainer, Pentafon accelerated role adoption, improved training effectiveness, and consolidated a more scalable, practical, and sustainable training framework.
Best Inclusion & Diversity Initiative: -39% attrition, -47% social cost burden, and eNPS above 82% with a workforce‑insertion model.
Through its inclusive talent pipeline, Pentafon transformed the development of people with no experience into an operational advantage. The model strengthened employability, reduced early attrition, improved service quality, and consolidated a scalable talent‑development strategy.
Best Employee Branding Initiative: -40% total recruitment time and -26% cost per candidate with AI.
With conversational AI, automation, and virtual role‑plays, Pentafon transformed the candidate experience, accelerated the selection process, improved talent fit, and strengthened its employer brand from the first contact.
BPO with the Highest Score in the Global CIC Model: maximum recognition for operational strength and effective integration of technology, processes, and talent.
Thanks to an operation designed to sustain quality, control, security, and continuous improvement, Pentafon obtained the highest score in the IMT global CIC certification—validating the strength of its operating model and its ability to deliver world‑class standards with local flexibility.
These recognitions confirm our ability to transform strategy, technology, and talent into measurable and sustainable results for our clients.