{"id":4977,"date":"2025-11-11T12:20:52","date_gmt":"2025-11-11T11:20:52","guid":{"rendered":"https:\/\/www.mstholding.com\/blog\/?p=4977"},"modified":"2025-11-11T12:20:56","modified_gmt":"2025-11-11T11:20:56","slug":"we-share-mst-holdings-vision-on-the-evolution-from-bpo-to-kpo-at-expo-relacion-cliente-2025","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/en\/we-share-mst-holdings-vision-on-the-evolution-from-bpo-to-kpo-at-expo-relacion-cliente-2025\/","title":{"rendered":"We share MST Holding\u2019s vision on the evolution from BPO to KPO at Expo Relaci\u00f3n Cliente 2025"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">During Expo Relaci\u00f3n Cliente 2025, organized by IFAES, the round table \u201cFrom BPO to KPO (Knowledge Process Outsourcing) to become an Experience Partner\u201d took place.<br>Among the speakers, we would like to highlight the participation of <strong>Jessica Barcel\u00f3, CEO of MST Holding<\/strong>, who offered an inspiring perspective on how companies in the sector are evolving toward models based on knowledge, technology, and human purpose.<\/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\">\u201cChange is not only operational, it is cultural.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Jessica explained how MST Holding has evolved from a people-intensive organization to a company where technology, analytics, and specialized talent coexist to drive clients\u2019 transformation.<\/p>\n<\/blockquote>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cThe creation of an ecosystem where talent, technology, and analytics integrate to enhance our clients\u2019 capabilities is the true core of change\u201d she stated.<br>For Barcel\u00f3, the key lies in consistency:<br>\u201cTrust is earned through transparency and coherence. At MST, we work around three pillars: consistency in resources, in technology, and in delivery.\u201d<\/p>\n<\/blockquote>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>From Data to Value<\/strong><br>The executive shared examples of how MST is applying its own artificial intelligence models in sectors such as pharmaceuticals and banking, achieving performance improvements of up to 40%.<br>\u201cOur advantage is that the technology is proprietary, allowing us to ensure traceability, reliability, and regulatory compliance,\u201d she explained.<br>Beyond efficiency, the goal is to turn data into useful knowledge \u2014 capable of enabling intelligent decisions and improving customer experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Technology with Empathy<\/strong><br>Jessica emphasized that technology does not replace human value but amplifies it:<br>\u201cEmpathy, emotional understanding of the customer, and context interpretation will always be irreplaceable.\u201d<br>For this reason, MST promotes the role of the <strong>Experience Consultant<\/strong>, a profile that combines analytical thinking and human sensitivity to provide strategic value in every interaction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Spain, a European KPO benchmark<\/strong><br>In the final part of the session, Barcel\u00f3 highlighted Spain\u2019s role as a <strong>hub of knowledge and trust<\/strong> within the KPO landscape.<br>\u201cWe have a culture of compliance, economic stability, and well-prepared talent. But we must continue investing in technological and digital training.\u201d<br>She advocated for the importance of <strong>reskilling<\/strong> and collaboration between companies, universities, and public institutions to face the future with confidence.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Towards a Shared Knowledge Model<\/strong><br>Jessica concluded her speech with a statement that perfectly summarizes the essence of this new paradigm:<br>\u201cThe real change is not in what we do, but in how we do it. From providers to partners. From tasks to value. From execution to knowledge.\u201d<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>A Final Reflection<\/strong><br>The round table made it clear that the sector has entered a new stage: one of shared knowledge, collaboration, and applied intelligence.<br>The contributions from the various speakers \u2014 from <strong>Ilunion\u2019s operational expertise<\/strong> to <strong>Zelenza\u2019s technological vision<\/strong> or <strong>Atento\u2019s strategic perspective<\/strong> \u2014 all agreed on one essential point: the evolution from BPO to KPO is not a trend, but a structural transformation redefining how companies create value alongside their clients.<br>The debate, ultimately, reflected the maturity of the industry: a sector that no longer just executes, but thinks, analyzes, co-creates, and supports. And that evolution \u2014 as demonstrated at <strong>Expo Relaci\u00f3n Cliente 2025<\/strong> \u2014 is already underway.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"http:\/\/www.mstholdiing.com\">www.mstholding.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>During Expo Relaci\u00f3n Cliente 2025, organized by IFAES, the round table \u201cFrom BPO to KPO (Knowledge Process Outsourcing) to become an Experience Partner\u201d took place.Among the speakers, we would like to highlight the participation of Jessica Barcel\u00f3, CEO of MST Holding, who offered an inspiring perspective on how companies in the sector are evolving toward 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