Carlos Velásquez Rada
Estrategia, Colaboración y Liderazgo en América Latina
recent posts
- De Centro de Costos a Rentabilidad: Cost-to-Serve
- Automating Order-to-Cash: How RPA and BI Dashboards Transform OTIF in European B2B Markets
- Romper Silos KAM y Supply Chain: B2B Customer Experience
- Multicultural Leadership en Supply Chain: Escalando Equipos
- Order-to-Cash Digitalization in Spain: RPA and SAP Impact on OTIF
about
Category: Customer Service Excellence
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By Carlos Velásquez Rada – Customer Service & Supply Chain Leadership We have a paradox in Latin America. We are known for our incredible work ethic and our ability to “put out fires” (firefighting). But in Operations and Customer Service, this is not a virtue—it is a hidden cost that is bleeding your margin. The…
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How regional organizations can move from reactive service to predictive customer value. Customer Service in LATAM has historically been misunderstood. In many organizations, it is still reduced to “order entry,” “ticket resolution,” or “logistics follow-up.” This approach leaves value on the table, weakens customer loyalty, and blocks sustainable growth. But the companies that are winning…
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How data-driven leadership and customer collaboration reshape service excellence In today’s fast-moving Latin American service environment, operational efficiency is no longer enough. As I have witnessed across Chile, Peru and Argentina, the next frontier is predictive service: anticipating issues, orchestrating cross-functional collaboration, and delivering outcomes before the customer even asks. My name is Carlos Velásquez…
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Introduction In many organizations, S&OE (Sales & Operations Execution) remains misunderstood — a tactical meeting rather than a vital link between operational realities and strategic intent. But when executed well, S&OE becomes the living pulse of an integrated business plan: it translates strategy into measurable daily action. 1. From Plans to Action: What S&OE Really…
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By Carlos Velásquez Rada – Customer Service & Supply Chain Leadership In a world where customers expect not just quick fixes, but meaningful anticipation, it’s no longer enough to respond when problems occur. Proactive service has shifted from “nice to have” to strategic imperative. In this article I explore how predictive customer service changes the…
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By Carlos Velásquez Rada In an age where customers expect near-instant, intelligent interactions, the real differentiator in service operations isn’t simply being faster—it’s being smarter. In this article I’ll walk you through how organizations can deploy AI-driven customer service workflows to achieve operational excellence: what that means, why it matters, and how you can begin.…
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In an era where buzzwords like “AI”, “chatbots” and “automated service” are thrown around like confetti, it’s easy to lose sight of what really matters: operational value. I’m Carlos Velásquez Rada, and in this post I’ll walk you through how artificial intelligence (AI) in customer service is finally moving from hype to hard results. We’ll…
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By: Carlos Velásquez Rada In today’s volatile market, excellence in Sales & Operations Planning (S&OP) no longer hinges just on balancing supply and demand. It demands a customer-centric mindset that weaves together demand, service and supply into one unified rhythm. When the voice of the customer drives your S&OP process, you become more agile, more…
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Introduction: The New Currency of Trust In today’s hyper-connected markets, service failures spread faster than a product launch. Yet, leading organizations aren’t defined by the absence of mistakes — they’re defined by what happens next.True customer loyalty is built not when everything goes right, but when recovery becomes resilience. 1. The Shift from Reaction to…
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1. Why proactive service reduces churn Customers rarely leave overnight — warning signals appear long before cancellation.Declining order frequency, slower response times, or repeated service complaints often precede churn.A proactive Customer Service team identifies and acts on these signals before they become losses. 🔗 “Customer Service team identifies and acts on these signals”https://carlosvelasquezrada.com/2025/10/06/forecast-accuracy-customer-service/ 2. Proactive…