Pentafon Becomes the Mexican Contact Center with the Most LATAM Awards at CRIC Argentina 2026
Innovation in Customer Experience is no longer measured solely by the adoption of new technologies. Today, it is defined by an organization’s ability to transform those technologies into measurable results for clients, employees, and businesses.
Under this approach, Pentafon strengthened its international leadership by becoming the Mexican contact center with the highest number of LATAM Awards at CRIC 2026, held in Buenos Aires, Argentina.
In an edition that brought together more than 200 companies from 35 countries and evaluated over 150 success stories, Pentafon earned seven awards, making it the Mexican company with the highest number of Gold Awards at the event and reinforcing Mexico’s ability to develop customer service models that compete successfully on the international stage.
Seven Success Stories Driving Industry Transformation
The LATAM Awards recognize initiatives that generate meaningful impact in innovation, customer experience, talent development, and operational efficiency.
The seven award-winning projects were developed in Mexico for key industries including banking, insurance, retail, and talent management.
Award-Winning Cases
Best Technology Contribution
Talent Attraction and Selection: An End-to-End Technology Strategy
Recognized for implementing technology throughout the recruitment journey to improve efficiency, traceability, and the candidate experience.
Best Human Development Strategy
Growth Culture: A Commitment to eNPS and Continuous Development
Awarded for strengthening employee experience through professional development programs and organizational culture initiatives.
Best Customer Experience Strategy
Banorte: Theft and Loss Claims, Challenging Limits
Recognized for optimizing the handling of stolen and lost card reports, reducing friction and enhancing the customer experience.
Best Customer Service Strategy
Sephora: Facing Adversity
Awarded for integrating channels such as WhatsApp to ensure business continuity and deliver immediate customer support.
Best Data Analytics Strategy
Banorte Claims: From Uncertainty to Resolution
Recognized for leveraging advanced analytics to accelerate roadside emergency assistance and improve resolution capabilities.
Best Multichannel Strategy
Mapfre: Efficiency and Empathy in Critical Moments
Awarded for implementing an omnichannel operation focused on supporting customers throughout the claims process.
Best Outsourcing Operation
Mapfre: End-to-End Transformation
Recognized for an operational model built on efficiency, continuous improvement, operational control, and service excellence.
Results That Validate Innovation
Beyond the awards themselves, these projects delivered measurable business outcomes for participating organizations:
- 99% end-customer satisfaction
- 28% reduction in operating costs
- 45% lower employee turnover
- AI, automation, and advanced analytics implementations that increased productivity and strengthened decision-making capabilities
For Pentafon, these results reflect a vision in which innovation is not simply about adopting technology, but about integrating it strategically to create measurable value at every stage of the operation.
Talent, Artificial Intelligence, and Operational Excellence
Pentafon’s performance at CRIC 2026 is the result of a model that combines specialized talent, a workplace culture recognized by Great Place to Work®, artificial intelligence, automation, advanced analytics, and continuous improvement methodologies.
This integrated approach has enabled Pentafon to design and operate highly complex customer engagement programs for some of Mexico’s leading financial institutions, insurance providers, and retail brands, simultaneously enhancing both customer experience and employee experience.
Mexico Strengthens Its Leadership in Customer Experience
Pentafon’s achievements also reinforce Mexico’s position as a strategic hub for the Customer Experience and Employee Experience industries across Latin America.
In an environment where organizations increasingly demand operations that are agile, secure, intelligent, and scalable, these award-winning cases demonstrate that solutions developed in Mexico are capable of competing and leading at a regional level.
A Recognition of Collective Effort
The seven LATAM Awards earned at CRIC 2026 represent the coordinated efforts of employees, clients, and strategic partners who share a common vision: transforming customer experience through innovation, technology, and operational excellence.
This achievement further establishes Pentafon as one of Latin America’s leading Customer Experience organizations, demonstrating that Mexican talent, empowered by artificial intelligence, human development, and world-class execution, continues to raise industry standards across the region.
We have prepared a recap of our participation: