José Luis Júlvez, new CEO of Walmeric: “Beyond technology, our main focus will continue to be the customer.”

José Luis Júlvez reflects in this article from Contact Center Hub on the milestones of 2024 and shares his vision for the future, shaped by technology and excellence in customer experience, following his appointment as CEO of Walmeric.

Today we announce the appointment of José Luis Júlvez as CEO of Walmeric. José Luis is a professional with over 20 years of experience in business management, digital marketing, and technological transformation.

He has made a significant impact in roles such as Business Unit Director at Walmeric and Chief Digital Officer at Agencia B12, where he revolutionized sales channel optimization. As the founder of Tarify and Leads 4 Sales, he developed tools to improve consumer efficiency when contracting new telecommunications, energy, or insurance services.

Now, as the leader of Walmeric, José Luis is ready to maximize the potential of large companies, combining cutting-edge technology, digital marketing, and unforgettable customer experiences.

It was a privilege to speak with him to reflect on the milestones of 2024 and envision the future of Walmeric.

How was 2024 for Walmeric in terms of achievements and lessons learned?

2024 was a significant milestone for Walmeric because of the achievements reached. Being part of Globant has allowed us to access an innovative and collaborative ecosystem, where the synergy between our capabilities and those of other business units results in more robust and effective solutions. This support has been essential for accelerating our digital transformation and expanding our service offerings.

Throughout the year, we implemented new strategies that improved our operational efficiency and customer satisfaction. One of the key aspects was the importance of maintaining unity and a spirit of collaboration among walmerians. In such a dynamic work environment, fostering an inclusive and cohesive culture not only enhances individual performance but also drives collective success. We’ve organized integration activities and continuous training that have reinforced our mutual commitment and alignment toward shared goals, ensuring that each team member feels valued and is a fundamental part of Walmeric’s mission.

This has been crucial to navigating the year’s challenges, such as market uncertainty, growing competition, and the rapid evolution of new technologies. In such a connected world, collaboration and a sense of belonging are vital to facing future challenges and continuing to innovate.

How has technology evolved at Walmeric in 2024?

In 2024, we made substantial advances in our technological capabilities. The integration of machine learning algorithms into our platforms has enabled more precise customer segmentation, facilitating personalized interactions. We’ve continued forming agreements with various martech platforms to help our clients gain traceability over their campaigns.

We also updated our cloud infrastructure to support a significant increase in data load, improving the speed and efficiency of our processes. Implementing real-time data analytics tools has provided us with actionable insights to guide our marketing and customer service strategies, reducing response times and increasing campaign effectiveness.

If you had to choose, what are Walmeric’s five priority goals for 2025?

If I had to highlight Walmeric’s five priorities for 2025, they would be:

1. Innovation in Artificial Intelligence: AI is shaping the future of business technology, and at Walmeric, we want to lead its integration. Our priority will be to develop AI-based products and services that not only automate processes but also improve customer interactions. We aim to create tools that enable data-driven decisions, optimizing both time and resources.
2. Excellence in Customer Service: Quality service has always been a core pillar of our company. We will implement new technologies to encourage more personalized and closer contact. Additionally, we will ensure our teams receive continuous training, so they can provide high-level support, not only solving issues but also offering strategic guidance in using our solutions and improving outcomes through data analytics.
3. Strategic Support for Clients: In 2025, we will focus on strengthening our strategic support, helping clients not just use our tools but get the most out of them. This includes data analytics consulting and the development of personalized strategies to optimize results.
4. Strengthening Internal Training: Walmeric’s success depends on the skills and commitment of our team. Therefore, one of our most important goals will be to invest in continuous training, ensuring our staff stays on the cutting edge of both technical knowledge and customer service skills. This will enhance the quality of our services and boost team engagement and satisfaction.
5. International Expansion: We will continue our global expansion strategy. Our goal is to bring our solutions to new markets, establishing ourselves as international leaders. We aim to expand into key regions, tailoring our solutions to each market’s specific needs and contributing to the growth of companies around the world.

What kind of innovations can we expect from Walmeric next year?

Next year, we’ll continue to strongly prioritize innovation, particularly in the realm of artificial intelligence, to deliver increasingly advanced and client-centric solutions. This will be key to our strategy for automating processes, optimizing data management, and enhancing user interaction. But beyond technology, our main focus will continue to be the customer. We will stay alert to new market demands and emerging trends, working to develop tools that not only meet current expectations but also anticipate future needs.

This commitment to innovation will allow us to keep offering smart solutions that support decision-making and provide real value to our clients, helping them become more efficient and competitive.

What trends will shape the customer experience in 2025?

To implement AI- and machine learning–based process automation, we need continuous team training in new technologies.

In 2025, customer experience will be strongly driven by automation and Artificial Intelligence. These technologies will enable a more personalized and proactive experience, anticipating consumer needs and offering tailored solutions. Omnichannel strategies will remain key, ensuring seamless integration between digital and physical channels for a consistent experience across all touchpoints. Additionally, customer service will become increasingly proactive—not just solving problems when they arise, but anticipating them—while chatbots and virtual assistants will become more humanized to deliver empathetic service.

To make the most of these trends, continuous training for technical teams will be essential, ensuring that companies can effectively integrate all these elements while maintaining a high-quality experience. In summary, in 2025, technology and personalization will merge to create faster, more efficient, and more satisfying interactions.

How do you plan to contribute to a more equitable tech future?

At Walmeric, we are committed to contributing to a more equitable technological future by promoting a diverse and inclusive environment. We believe that a diverse team not only better reflects the society we serve but also fosters innovation and improves decision-making. Moreover, we cultivate a culture of teamwork, mutual respect, and shared purpose, where collaboration and talent come together to tackle market challenges and advance toward a tech future that benefits everyone equally.

What message would you like to share with the industry about the future of customer service in 2025?

Our message to the industry is clear: the future of customer service lies in the combination of advanced technology and a strong human component. The key to thriving will be adopting a balanced approach that integrates automation—helping to reduce costs and streamline processes—with humanization, which ensures warm, empathetic service. Companies must leverage AI not only to enhance efficiency but also to enrich the customer experience. Additionally, fostering a customer-centric culture, where every team member acts as a brand ambassador, will be essential. Organizations that manage to balance technological efficiency with authentic, personalized care will be best positioned to lead the future of customer service.