This year at CallMiner’s LISTEN 2025, cxperts proudly took the stage, and the spotlight. From delivering a high-impact workshop on QA innovation to being recognized among the top contributors and BPO partners in the industry, the event was a milestone moment in our journey to reshape customer experience through intelligence, alignment, and action.
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Bassem Halim Awarded Contributor of the Year
We’re thrilled to announce that Bassem Halim, Head of Global CX Analytics & Development at cxperts, was awarded Contributor of the Year at the LISTEN 2025 Awards. This honor recognizes individuals driving innovation and measurable CX transformation through the power of conversation intelligence. Bassem’s leadership in breaking silos across QA, Training, and Operations has not only elevated internal performance but created meaningful business impact for our clients across multiple industries.
A Spotlight on QA Innovation: “Operationalizing Quality & Coaching”
During the conference, Bassem also led an interactive workshop titled “Operationalizing Quality & Coaching: Breaking Silos Across CX” alongside leaders from CallMiner and Vervent. The session explored how to move beyond manual QA processes and into scalable, AI-powered scorecards that tie directly to coaching and agent development.
With our back‑office services and technical support outsourcing capabilities, we enable organizations to operationalize insights, scale quality management, and drive consistent performance across teams.
Key takeaways included:
- Automating QA is powerful, but it must be paired with human insight to drive real outcomes.
- Aligning QA, Training, and Operations accelerates agent proficiency and performance.
- Insights only matter when they inspire measurable, organization-wide action.
The workshop drew a packed audience and ignited dynamic discussions, reinforcing the need for more integrated, insight-driven approaches to performance management.
cxperts Named Finalist for BPO Partner of the Year
In addition to Bassem’s individual recognition, cxperts was named one of three finalists for “BPO Partner of the Year,” alongside Alorica and TP Infinity. This honor recognizes BPOs that demonstrate innovation, partnership, and measurable business value through their use of the CallMiner platform.
Being recognized among top BPOs confirms our commitment to delivering agile, data‑driven, and human‑centered CX at scale. For brands looking for a global partner with nearshore and offshore capacity, our Customer Care & Support services offer flexible, omnichannel support tailored to diverse industries.
Representing at the Executive Level: CAB Participation
cxperts was also honored to have two of our executive leaders, Eddie Vaca (COO) and Vinod P (CIO), serve as members of CallMiner’s Customer Advisory Board (CAB). As part of this exclusive forum, Eddie and Vinod collaborated with fellow industry leaders to help shape the future of AI-powered CX. Their participation reinforced cxperts’ commitment to driving innovation, aligning technology with business strategy, and advocating for human-centered, insight-led service models.
Our executive leadership’s participation in industry‑level forums reinforces our vision to fuse technology, empathy, and operational excellence. Discover why global brands choose cxperts as their partner for scalable, high‑quality customer experience.
Leadership Perspective from the CAB
Reflecting on his participation in the CallMiner Customer Advisory Board, Eddie Vaca, COO of cxperts, shared this core insight:
“The greatest value of AI is realized when it amplifies human intelligence — turning data into empathy, and automation into meaningful outcomes.”
At cxperts, this belief shapes everything we do — from aligning insights with agent coaching to delivering measurable trust and loyalty at scale.
The Future: Human-Centered, AI-Enabled
Our team left LISTEN 2025 energized and inspired. The conversations throughout the event reinforced a powerful truth: AI is at its best when it amplifies human intelligence, not replaces it.
As we continue to partner with brands that value speed, empathy, and measurable growth, we remain committed to blending technology with human insight to redefine what CX can be. Grateful to CallMiner for the opportunity to collaborate, share, and lead alongside a remarkable community of CX innovators moving the industry forward.
Ready to transform your CX with a partner who combines data‑driven insight with human-centered execution? Contact us today to explore how cxperts can support your customer experience journey.
FAQs
What is CallMiner’s LISTEN 2025 and why was cxperts recognized?
CallMiner’s LISTEN 2025 is a leading conference focused on customer experience transformation through conversation intelligence and AI. cxperts was honored as a finalist for BPO Partner of the Year and received individual recognition for driving measurable CX improvements.
How does cxperts use AI in customer experience?
cxperts leverages AI in customer experience to automate QA, analyze insights, and personalize interactions. This ensures data doesn’t just sit idle, it drives customer experience transformation and measurable business outcomes.
How does cxperts help brands prepare for the future of CX?
By blending technology with human insight, cxperts enables digital customer experience solutions that scale globally while maintaining empathy and personalization. Our vision focuses on CX strategy frameworks powered by AI.
What industries does cxperts specialize in for BPO services?
We provide healthcare BPO services, eCommerce customer service outsourcing, telecom BPO services, and solutions for consumer electronics, energy & utilities, and government agencies.
How can I contact cxperts for a consultation?
You can reach us through our official website or by searching cxperts contact info. Our team is ready to help you design a customer experience strategy tailored to your business needs.