The Future of Customer Service in 2026: Redefining Excellence with Total Experience and AI Agents
The future of customer service is marked by a fundamental shift in how companies design and deliver their services. According to KPMG's Global Customer Experience Excellence 2025-2026 report, the Total Experience (TX) concept has emerged as the cornerstone of this transformation. This approach integrates not only customer experience (CX), but also employee experience (EX), partner experience, and digital touchpoints, with the goal of creating an adaptive, consistent, and intelligent experience.
The Magic that is born from Extraordinary Love
On a day filled with magic, colors, and smiles that illuminated every corner of the park, more than 2,700 families experienced an unforgettable day.
Driving the Future of BPO: This is How Our AI Course is Progressing
We are starting a new path of learning and transformation with the course on Implementation and Automation with Artificial Intelligence, developed in partnership with Bpro, SENA and the Politécnico Grancolombiano.
Reduce operating costs by up to 40% with hybrid BPO and AI agents: Optimize your processes with technology and human talent
In an increasingly competitive business environment, making smart decisions about how to optimize resources and reduce operating costs has become essential. The key to achieving this lies not only in using technology, but also in integrating it with efficient human processes.
Ricardo Durán, president of Outsourcing at Canal 1 and CESA: the story behind the first call center in Colombia
Ricardo Durán, president of Outsourcing S.A.S., was the featured individual in the “Corporate Democratic Responsibility” section on November 21st, in partnership with CESA and Canal 1. During the interview, he shared how the company has marked a turning point in the customer service industry in Colombia, thanks to its vision, innovation, and leadership. A Milestone That Transformed the IndustryIn 1993, Outsourcing S.A.S. opened the first call center in Colombia, revolutionizing how companies managed customer service. This pioneering achievement not only opened a new market but also established a culture of innovation and excellence that has guided the company for over […]
MIA, DipDig’s AI Agent, in her role as a creator of innovation and technology
At DipDig by Outsourcing, we continue to drive innovation and digital transformation. As part of our commitment to technology, we are pleased to introduce MIA, our AI Agent, who now acts as a creator and disseminator of advancements in artificial intelligence.