Category: business strategy
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Collaborative Planning, Forecasting, and Replenishment (CPFR) is essential for modernizing Latin American retail. Discover how data integration and trust can solve logistics challenges in high-density urban markets.
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In traditional accounting, inventory is listed as a ‘Current Asset’, but in reality, inventory is cash waiting to be released. In high-velocity markets—especially within the complex volatility of LATAM—inventory sitting in a warehouse is not an asset; it is risk. It is stagnant cash that cannot be reinvested, cannot earn interest, and is slowly dying…
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Carlos Velásquez Rada – From Firefighting to Forecasting: The Next Step in Customer Service Maturity
In my years as a Customer Service & Supply Chain leader, I’ve seen teams stuck in “firefighting mode”—constantly responding to crises, chasing tickets, and reacting to what happens. The next step (and yes, it’s reachable) is shifting into forecasting mode—anticipating issues, embedding service in broader business strategy, and redefining service operations as a driver of…
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Most companies claim to listen to their customers — but few truly act on what they hear.A Voice of Customer program is not just about collecting surveys or tracking satisfaction scores; it’s about creating a systematic way to change internal behaviors based on customer insights. From my experience leading Customer Service and Collaboration across Latin…
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Managing a multicultural customer service team isn’t just a “nice to have,” it’s a competitive advantage. When teams bring different languages, contexts, and ways of thinking to the same table, problem-solving accelerates and customer empathy scales. Let’s be clear: diversity without structure creates friction. The challenge is turning cultural variety into consistent performance. Here’s the…
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Why S&OE matters now S&OE (Sales & Operations Execution) turns strategy into action. While IBP sets the monthly plan, Supply Chain S&OE keeps the business on track every day by aligning demand, supply, and service decisions in real time. What great Sales and Operations Execution in Supply Chain looks like Key S&OE Metrics in Supply…
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Collaboration as the new competitive advantage In today’s volatile environment, customer collaboration in supply chain is becoming the new competitive advantage and supply chains face disruptions from every angle: geopolitical tensions, transportation bottlenecks, and demand fluctuations. The companies that survive and thrive are not the ones with the leanest processes, but the ones that build…
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Moving beyond the numbers Customer Service has traditionally been measured with indicators such as Average Response Time, Fill Rate, or OTIF (On Time In Full). While these metrics are useful, they do not capture the true impact of Customer Service on the business. Focusing solely on efficiency can lead organizations to forget the ultimate goal: customer loyalty.…
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Customer Service is often seen as the team that “fixes” what goes wrong once products are already moving. But in reality, its insights are critical much earlier in the process — at the planning stage. When Customer Service is fully integrated into Integrated Business Planning (IBP), it transforms from a reactive function into a strategic…
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Digital Transformation in Customer Service is more than just adopting new tools. It represents a complete cultural and operational shift where automation, data-driven decision making, and customer-centric practices work together to deliver real value. Organizations in Latin America that embrace this transformation are not only improving efficiency but also building resilience, trust, and long-term growth…