{"id":4972,"date":"2025-11-11T11:51:39","date_gmt":"2025-11-11T10:51:39","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=4972"},"modified":"2025-11-11T11:51:44","modified_gmt":"2025-11-11T10:51:44","slug":"compartimos-la-vision-de-mst-holding-sobre-la-evolucion-del-bpo-al-kpo-en-expo-relacion-cliente-2025","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/compartimos-la-vision-de-mst-holding-sobre-la-evolucion-del-bpo-al-kpo-en-expo-relacion-cliente-2025\/","title":{"rendered":"Compartimos la visi\u00f3n de MST Holding sobre la evoluci\u00f3n del BPO al KPO en Expo Relaci\u00f3n Cliente 2025"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Durante <em><strong>Expo Relaci\u00f3n Cliente 2025<\/strong><\/em>, organizado por <strong>IFAES<\/strong>, se celebr\u00f3 la mesa redonda <strong>\u201cDe BPO a KPO (Knowledge Process Outsourcing) para convertirse en un partner de experiencia\u201d.<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Entre los ponentes, queremos destacar la intervenci\u00f3n de <strong>Jessica Barcel\u00f3, CEO de MST Holding<\/strong>, quien ofreci\u00f3 una mirada inspiradora sobre c\u00f3mo las compa\u00f1\u00edas del sector est\u00e1n evolucionando hacia modelos basados en conocimiento, tecnolog\u00eda y prop\u00f3sito humano.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cEl cambio no es solo operativo, es cultural\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Jessica explic\u00f3 c\u00f3mo MST Holding ha pasado de ser una organizaci\u00f3n intensiva en personas a una compa\u00f1\u00eda donde tecnolog\u00eda, anal\u00edtica y talento especializado conviven para impulsar la transformaci\u00f3n de sus clientes.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cLa creaci\u00f3n de un ecosistema donde talento, tecnolog\u00eda y anal\u00edtica se integran para impulsar las capacidades de nuestros clientes es el verdadero eje del cambio\u201d<\/em>, se\u00f1al\u00f3.<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Para Barcel\u00f3, la clave est\u00e1 en la consistencia:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cLa confianza se gana con transparencia y coherencia. En MST trabajamos sobre tres pilares: consistencia en los recursos, en la tecnolog\u00eda y en el delivery.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Del dato al valor<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La directiva comparti\u00f3 ejemplos de c\u00f3mo MST est\u00e1 aplicando modelos de inteligencia artificial propia en sectores como el farmac\u00e9utico y el bancario, logrando mejoras de rendimiento de hasta un 40 %.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cNuestra ventaja es que la tecnolog\u00eda es propia, lo que nos permite garantizar trazabilidad, fiabilidad y cumplimiento normativo\u201d<\/em>, explic\u00f3.<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">M\u00e1s all\u00e1 de la eficiencia, el prop\u00f3sito es convertir el dato en conocimiento \u00fatil, capaz de generar decisiones inteligentes y mejorar la experiencia del cliente.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Tecnolog\u00eda con empat\u00eda<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Jessica insisti\u00f3 en que la tecnolog\u00eda no sustituye el valor humano, sino que lo amplifica:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cLa empat\u00eda, la lectura emocional del cliente y la interpretaci\u00f3n de contextos seguir\u00e1n siendo insustituibles.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Por eso, MST impulsa la figura del consultor de experiencia, un perfil que combina pensamiento anal\u00edtico y sensibilidad humana para aportar valor estrat\u00e9gico en cada interacci\u00f3n.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Espa\u00f1a, referente del KPO europeo<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">En la parte final de la mesa, Barcel\u00f3 reivindic\u00f3 el papel de Espa\u00f1a como hub de conocimiento y confianza en el \u00e1mbito del KPO.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cContamos con una cultura de cumplimiento, estabilidad econ\u00f3mica y un talento preparado. Pero necesitamos seguir invirtiendo en formaci\u00f3n tecnol\u00f3gica y digital.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\">Defendi\u00f3 la importancia del reskilling y la colaboraci\u00f3n entre empresas, universidades y administraciones para afrontar el futuro con garant\u00edas.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Hacia un modelo de conocimiento compartido<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Jessica cerr\u00f3 su intervenci\u00f3n con una idea que resume la esencia del nuevo paradigma:<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\"><em>\u201cEl verdadero cambio no est\u00e1 en lo que hacemos, sino en c\u00f3mo lo hacemos. De proveedores a socios. De tareas a valor. De ejecuci\u00f3n a conocimiento.\u201d<\/em><\/p>\n<\/blockquote>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Una reflexi\u00f3n final<\/strong><\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">La mesa redonda dej\u00f3 claro que el sector ha entrado en una nueva etapa: la del conocimiento compartido, la colaboraci\u00f3n y la inteligencia aplicada.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Las aportaciones de los distintos ponentes \u2014desde la experiencia operativa de Ilunion hasta la visi\u00f3n tecnol\u00f3gica de Zelenza o la perspectiva estrat\u00e9gica de Atento\u2014 coincidieron en un punto esencial: la evoluci\u00f3n del BPO al KPO no es una moda, sino una transformaci\u00f3n estructural que redefine c\u00f3mo las empresas crean valor junto a sus clientes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">El debate fue, en definitiva, una muestra del momento de madurez que atraviesa la industria: un sector que ya no solo ejecuta, sino que piensa, analiza, co-crea y acompa\u00f1a. Y esa evoluci\u00f3n \u2014como se vio en Expo Relaci\u00f3n Cliente 2025\u2014 ya est\u00e1 en marcha.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholding.com\">www.mstholding.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Durante Expo Relaci\u00f3n Cliente 2025, organizado por IFAES, se celebr\u00f3 la mesa redonda \u201cDe BPO a KPO (Knowledge Process Outsourcing) para convertirse en un partner de experiencia\u201d. Entre los ponentes, queremos destacar la intervenci\u00f3n de Jessica Barcel\u00f3, CEO de MST Holding, quien ofreci\u00f3 una mirada inspiradora sobre c\u00f3mo las compa\u00f1\u00edas del sector est\u00e1n evolucionando hacia [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":4973,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[48],"tags":[],"class_list":["post-4972","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-es"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Compartimos la visi\u00f3n de MST Holding sobre la evoluci\u00f3n del BPO al KPO en Expo Relaci\u00f3n Cliente 2025 - MST Holding Blog<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.mstholding.com\/blog\/compartimos-la-vision-de-mst-holding-sobre-la-evolucion-del-bpo-al-kpo-en-expo-relacion-cliente-2025\/\" \/>\r\n<meta property=\"og:locale\" content=\"es_ES\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"Compartimos la visi\u00f3n de MST Holding sobre la evoluci\u00f3n del BPO al KPO en Expo Relaci\u00f3n Cliente 2025 - MST Holding Blog\" \/>\r\n<meta property=\"og:description\" content=\"Durante Expo Relaci\u00f3n Cliente 2025, organizado por IFAES, se celebr\u00f3 la mesa redonda \u201cDe BPO a KPO (Knowledge Process Outsourcing) para convertirse en un partner de experiencia\u201d. 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