Media Coverage

The BPO industry becomes more human-centric in the age of AI with CGS Nexus

June 10, 2026

As organizations accelerate AI adoption, the focus is shifting from experimentation to execution. In a recent feature published by Engineers Magazine Chile, Pablo Rossel Estay, CEO of CGS Nexus LATAM, discusses how organizations can redesign customer operations by combining AI, human expertise, and modern workflows to improve customer experience and business outcomes.

The article highlights the growing importance of workflow redesign, the role of human judgment in customer interactions, and how organizations are balancing automation with empathy, expertise, and service quality. It also explores the concept of Total Experience (TX), CGS Nexus's approach to aligning customer, employee, and partner experiences to create more effective and scalable operations. Read the story to learn more about why CGS Nexus is committed to being “AI-enabled. Human perfected.”