Webinar took place on Webinar September 29th | 2PM EDT

CX Location Decision-Making:
Aligning Customer Culture with the Nearshore Destination's Culture

KM² Solutions / Nearshore Americas Webinar

The concept of cultural alignment has been a longstanding feature of the Nearshore model. However what often gets overlooked is how the organizational culture of the customer plays an influential role in determining the level of compatibility that organization has with the local Nearshore location. As partners seek the ideal Nearshore destination, considerations around styles of work and communication, interest in US brands, and overall attitude around the delivery of customer service are among several key considerations that clients, and their CX partners, need to examine. Our Nearshore America webinar unpacked this discussion with several experienced members of the Nearshore community, including:

  • Charlotte Banks (Director, Vendor Management) from Farmers Insurance
  • Caroll Guzman (Director of HR) KM2 Solutions
  • Jeff Santana (Director of Operations. Dominican Republic) KM2 Solutions

This webinar has already taken place, but you can still register below to access the recording.

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Director, Vendor Management from Farmers Insurance

Charlotte Banks

Charlotte oversees operations and leadership responsibility for the performance management and oversight of 500 plus outsourced contact center seats across three brands and multiple channels including; phone, chat, and non-phone/back office. During my time as an operations director, I have led phone and chat contact center operations along with driving an expansion of hours of operation and licensing requirements for customer support.
Director of Corporate Human Resources KM2 Solutions

Caroll Guzman

Caroll Guzman, KM2 Solutions Corporate Head of Human Resources, is responsible for setting , enforcing, and evaluating legally compliant human resources policies , procedures and best practices. Partnering with all of the functions has been key to understand best practices and implementing long-range strategic management goals. 10 years with the company in different roles that has allowed a broader vision to understand processes and the importance of managing our talent - main asset for our exceptional operation.
Director of Operations. Dominican Republic KM2 Solutions

Jeff Santana

Jeff has been a part of the service industry for the past 18 years, where he has created a reputation and proven track record for delivering results. During his tenure, he has been directly responsible for running both small and large operations in North and Latin America for Customer Care, Technical Support, Sales and Financial Services for both B2C and B2B programs. In these roles, he has created and executed projects between training, quality and operations in order to exceed business needs and deliver performance excellence.
Managing Director and Founder of the Nearshore Americas

Kirk Laughlin

Kirk Laughlin is Managing Director and Founder of the Nearshore Americas – the widely respected media and advisory group which examines the emergence of Latin America as a global leader in technology services and digital innovation. During the last 11 years, Laughlin emerged as one of the foremost thought-leaders on the expansion of tech-based commercial services and investment in the Americas. Kirk and his team are frequently called on for data analysis, market insights and commentary. Nearshore Americas offers client marketing platforms, advisory services, content and lead generation services, custom events, Latin America-focused trade missions and customized research. Earlier, Laughlin was a vice president and Managing Director at Ziff Davis Enterprise, a global media group, based in New York City. He is based in Connecticut.