António André Santos

WORK HISTORY

EDUCATION

SKILLS

ABOUT ANTÓNIO ANDRÉ SANTOS

I\'m not just in the business of contact centers. I\'m in the business of transforming how people and brands connect — through technology that listens, teams that perform, and strategy that delivers.With 25+ years of experience in CX and communications, I’ve walked every path:From the operations floor to the boardroom. From scripting voice flows to designing AI adoption models. From building teams to building trust.As Senior VP for LATAM Sales and Global CSM at GoContact (a Broadvoice company), I lead with purpose and clarity — uniting sales strategy, customer success, and operational consulting into a single vision:Empathetic, scalable and human-centered CX.My background in Industrial Engineering and Management helps me bring structure to chaos.But it\'s my belief in people-powered technology that drives everything I do.What I bring- Strategic consulting with measurable results- Customer Experience design, from smart scripts to AI adoption- Operational performance, NPS optimization & partner enablement- Leadership in multicultural, high-demand markets (LATAM, EMEA, US)- Executive presentations, keynote speaking, and high-impact negotiation- Teams that serve not only with KPIs, but with care and clarityI believe that technology should have a voice — and that voice should reflect the soul of the brand.We don’t implement tech for the sake of innovation. We train it to serve humans, to reduce friction, and to create real connection.Leadership, to me, is not about control — it\'s about clarity, intention, and the courage to challenge what\'s comfortable.Currently focused on- Scaling AI with empathy across LATAM markets- Empowering CSMs as strategic growth enablers- Building partner ecosystems with quality and accountability- Repositioning CX as a brand asset, not a cost center