BPrO Hosts CX Summit 2026 in Cartagena to Address AI in Customer Experience & BPO Services

Digital services now comprise 3.5% of Colombia’s GDP.

The Asociación Colombiana de BPO (BPrO) has scheduled the 2026 CX Summit to take place in Cartagena, Colombia. The event, marking the 25th anniversary of the gremio, will gather more than 1,300 business executives and international specialists to analyze the evolution of the customer experience industry. The summit occurs as Colombia solidifies its position as a regional hub for knowledge-based services, a sector that currently represents approximately 3.5% of the national gross domestic product.

Scheduled for May 6 and 7, 2026, at the Hotel Hilton Cartagena, the conference will operate under the theme The Age of Intelligent CX. Discussions will focus on the integration of artificial intelligence, data analytics, and human empathy within digital economies. According to Ana Karina Quessep, executive president of BPrO, the integration of technology and human talent has become a critical factor for corporate and national competitiveness in demanding global markets.

“The organizations that manage to integrate intelligence, technology, and human talent are those making the difference in increasingly demanding markets.” — Ana Karina Quessep, Executive President of BPrO.

The speaker lineup includes Brad Cleveland, a strategist in customer experience; Tricia Wang, an ethnographer focusing on the intersection of data and human behavior; and Lisa X. Walden, an author specializing in workplace culture. Other confirmed participants include Efrén Martínez and Nicolás Uribe, who will address organizational well-being and digital transformation in Latin America.

On May 5, prior to the main summit, BPrO will host the GBS Experience. This session is designed to examine Colombia’s role as a strategic platform for Global Business Services and shared service centers. In collaboration with Chazey Partners, ProColombia, and Invest in Bogota, BPrO is developing a comprehensive study of the 2026 industry figures. This research aims to serve as the official reference for the Centros de Servicios Compartidos (CSC) and GBS sectors in the country, providing updated data on their economic impact and operational reach.

The event will include networking sessions and a commercial exhibition featuring representatives from the technology, financial, telecommunications, and retail sectors. Registration and the full agenda are available through the official event website. BPrO currently represents over 100 member companies specializing in customer relationship management and the broader service value chain in the US and Latin America.