This report details CX expectations and operational realities across Latin America, where consumers place especially high importance on service quality and personalization. Messaging apps are the most preferred channel in the region, significantly outpacing global averages, while live agents and email remain critical. Consumers value proactive service, emotional understanding, and continuity across interactions. CX leaders report confidence in delivering personalized experiences but struggle with siloed systems, training demands, and rising expectations. The report highlights strong momentum toward cloud adoption, AI-powered self-service, and employee experience investments as key enablers of scalable, high-quality CX in Latin America.

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