Webinar March 17th | 2PM EDT

The New Imperatives in Retail and eCommerce CX: Advice, Insights and Outlook

Atento / Nearshore Americas Webinar

Atento will be partnering with Nearshore Americas in a webinar that will explore the shifting dynamics of the Retail & eCommerce segment. It will be a discussion panel with a moderator that will guide the conversation through topics that include (but are not limited to):

  • The post-pandemic impact on retail and eCommerce and how it has changed their business strategy
  • Hyperconnectivity and its influence in customers attitudes and tendencies
  • The critical role of CX and how it can be a cornerstone for business success in this new landscape
  • Advice on how Retail & eCommerce businesses can overcome business challenges in the new normal

Registration is now closed.


Head of Global Fan Experience – Fanatics

Carolyne Truelove

As part of the Global Operations team, Carolyne is responsible for the overall Fan (customer) Experience strategy. Partnering with leaders across the organization, her team drives first-contact resolution (FCR), resulting in strong customer satisfaction (CSAT) and net promoter scores (NPS), reduced contacts per order (CPO), as well as increased customer lifetime value (CLTV). Truelove leads contact center teams across 6 locations that interact directly with Fans in 9 languages. Fanatics provides world-class omnichannel support services across social media, voice, chat, email, SMS, and self-help resources. Her back office team supports proactive order management. Their focus is to improve each touchpoint of the customer journey through data driven changes to process and best in class technologies from click to porch which result in increased fan loyalty.
Chief Commercial Officer and US & Nearshore Region Director, Atento

Cathy Jooste

Cathy main objective at Atento is to lead the commercial activity in the company and the growth and profitability of the US Nearshore Region, key activities in 3 horizons strategic plan of Atento. Prior to joining Atento, Jooste held the positions of Offering General Manager at DXC Technology for both their Consulting and Microsoft Businesses. Prior to these appointments, she also created and managed the Global Sales Organization for the Consulting Organization at DXC allowing the company to grow in strategic areas. Her background is complemented with other Tier-1 integrators such as Cognizant, Avanade and Accenture, giving her the right blend of Consultative, Business Process and Digital Transformation experience. Jooste holds a degree in Business Administration and Information Systems Management from the University of Central Florida.

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.