Summary of our event at Torre Picasso
On the 25th of April, our event “Empower Customer Experience with AI” was held at the iconic Torre Picasso in Madrid, at the Google Cloud offices.
If you unfortunately missed it, don’t worry, this is a summary of what was discussed and a snapshot of everything that was said to improve the customer experience.
Our event, organised with Google Cloud, showed how artificial intelligence is no longer just a promise, but a tangible reality that improves satisfaction, retention and conversion at every stage of the customer journey. Throughout the morning we combined keynotes, live demos and a hands-on exercise that underlined the importance of data and personalisation.
Objective and strategic alliance
Our goal was clear: “to show attendees that AI can radically transform the way businesses understand and engage with their users”. Thanks to the close collaboration between Google Cloud, with its powerful Customer Engagement Suite, and Luce, an expert in advanced analytics and digital experience, we were able to present real-world use cases covering everything from process automation to next-generation conversational agents. This partnership combines the scalability and security of the Google Cloud with the deep industry knowledge and integration capabilities of Luce.
What was discussed?
Javier Durán, our CEO, opened the event by reminding us that behind every successful interaction with the customer there is a well-managed piece of data, capable of turning doubts into opportunities. Ignacio Pesquera, Business Director, then traced the path of this information – from its capture in multiple channels to its transformation into personalised recommendations – showing how a comprehensive real-time data model allows us to anticipate the user’s needs. Both agreed that, in a market where competition is fierce, personalising each point of contact is no longer an added value, but the only way to build customer loyalty today.
Key presentations
- Google Cloud’s Customer Engagement Suite
Juliet Moreiro, Partner Engineer AI Specialist, broke down how CCaaS (Contact Centre-as-a-Service) integrated with Gemini Flash and grounding in proprietary data improves first contact resolution and reduces wait times thanks to Agent Assist and CCAI Insights. - “Connect people and channels with AI“
Ignacio Pesquera presented several KPIs, such as Net Promoter Score (NPS) and Customer Effort Score (CES), and explained how an E2E (End-to-End) strategy that brings together web, mobile and voice ensures a unified experience. He also introduced the 4D+M framework, which can provide a structure for companies to address the technology and business challenges of personalisation at scale, focusing on data management and activation, AI-based decision making, modular content creation and channel coordination for distribution. Of course, with real-time measurement through the application of AI.
Featured Demos
- Proactive Agents (PIA)–Roger Grossi
- Automatic triggering of interactions when navigation detects friction.
- Increased conversion by more than 20% in purchase processes.
- Agents of agents–Javier Pérez
- Dynamic orchestration of specialised “micro-agents” (analytics, care, recommendation).
- 50% reduction in diagnostic time by sharing context in real time.
- Conversational agents–Joelson Trujillo
- State-machine based visual flow building, with detours capability to answer out-of-script questions.
- Support for over 100 languages and one-click connection to CRMs and telephony.
- Automation and personalisation–Pei-Yung Chan & Ester López
- Use cases in education, logistics and retail that reduce manual management time by 30%.
- Hyper-personalised campaigns delivering +11% increase in sales in pilot tests.
Dynamics
To close the theoretical part, as usual, we proposed a classic: transmitting a message from person to person without repeating it. The fun served to highlight how information is distorted and the need for “AI as a dovetail” to preserve meaning and context, demonstrated in an assisted second round.
The groups, organised by colour, laughed to see the final message completely distorted. This exercise reinforced, with a dose of humour, the reflection on data governance and the human oversight needed in any automated solution.
Testimonies and conclusions
Voces del público:
- “Dinámico e inspirador: necesitaba ver ejemplos reales y hoy los he visto.”
- “Excelente nivel de los ponentes, ¡faltó tiempo para más preguntas!”
Conclusiones clave:
- Businesses especially value real-time ROI visibility.
- A structured and well-governed first-party data is the basis for any CX project with AI.
- The networking was genuine: several pilot proposals emerged and are already under consideration.
If you missed it and you also want to explore how AI can elevate your customer experience, contact us: we will design with you the pilot that best suits your needs.
Thanks to Google Cloud and all the speakers for your participation, we look forward to seeing you at the next edition!
Luce IT, your trusted technology innovation company
The Luce story is one of challenge and non-conformity, always solving value challenges using technology and data to accelerate digital transformation in society through our clients.
We have a unique way of doing consulting and projects within a collegial environment creating “Flow” between learning, innovation and proactive project execution.
At Luce we will be the best by offering multidisciplinary technological knowledge, through our chapters , generating value in each iteration with our clients, delivering quality and offering capacity and scalability so they can grow with us.
