The Marbella Conference and Exhibition Centre has hosted the first edition in Spain of E-commerce, CX & AI One to One Meetings, a benchmark event for professionals in e-commerce, customer experience and digital transformation.
At the event, Facsa was selected as the private utility company to represent the private water sector, contributing its expertise in customer relationship management within a context shaped by digital transformation and new regulatory frameworks. The company was represented by Raquel Ginés, Deputy Director of Customer Management and Continuous Improvement, who participated in the panel discussion 'The New Customer Service Law: New Regulations in a More Digital Economy'.
This forum also brought together other leading figures in the essential services sector, including Ignacio Mesa Vila, head of the Customer Service department at EMASESA, who participated as a representative of the public water services sector, and María Luisa Merino, manager of the Spanish Association of Customer Relations Experts (AEERC). During his presentation, Ginés offered a practical, sector-specific perspective on the challenges and opportunities presented by the Customer Service Law (SAC Law), recently passed by the Congress of Deputies, which establishes new standards for customer service in Spain.
The panel highlighted the importance of adapting organizations to an increasingly digital environment, where consumers demand faster, more accessible, and personalized responses. Participants addressed key aspects of the regulations, such as maximum response times, the availability of multilingual and accessible channels, and the need to integrate technological solutions without losing the human touch in customer service.
Facsa's participation in this high-level forum demonstrates its commitment to excellence in customer relationship management and its ability to contribute relevant perspectives to current debates on regulations and business digitalization.
