Wednesday, November 23rd, 2011 - ITESA
Mexico City, Mexico  – Daniel Sieberg, Google Marketing, announces that he will keynote the Instituto Mexicano de Teleservicios (IMT) 3rd Global Contact Forum, which will focus on the theme of Digital, Mobile and Social Media for Contact Center and BPO industry professionals.

Mr. Daniel Sieberg, Google Marketing, author of the Book “The Digital Diet” confirms that he will be the opening keynote for the 3rd Global ContactForum (3rdGCF), annually held in Mexico City, March 12th-14th, 2012. The theme for 3rdGCF is Digital, Mobile and Social Media for the Contact Center and BPO industry.

Mr. Sieberg was asked about his topic for the 3rd Global ContactForum and he said this: “Today, great customer service extends well beyond desktops or laptops and into our smart phones, our tablets, and our social media. But for tomorrow, how do we manage all these devices, deliverables and demands without feeling overwhelmed, both personally and professionally? My goal is to share research, ideas and tips to maintain a well-balanced "digital diet" that empowers people to create lasting relationships-- both online and off.”

The 3rd Global ContactForum is the third installment of GCF, the most successful global event in Latin America for contact center professionals. Started in 2010, GCF serves as a knowledge hub for professionals in the customer service industry. Customer care executives, managers and supervisors gather here to discuss best practices, industry challenges, showcase new technologies, exchange ideas and share their knowledge.

The GCF event functions with the primary aim of promoting the growth, competitiveness and professionalization of the contact center industry globally. In 2011, more than 1,800 contact center professionals and thought leaders, from over 22 countries gathered. In 2012, the conference will focus on the Digital, Mobile and Social Media impact on the Contact Center. Companies represented at the 3rd Global ContactForum include major industry names like Google, Avaya, PCCW, Aspect, Altitude, Autonomy, British Telecom and Verizon.

"Given the state of the global economy, the rise of digital, mobile and social media, we believe needs to focus on the changing face of customer service, standards and satisfaction. Mexico City is one of the largest cities in the world and we’ve had great success holding these events here,” said Ma. Eugenia Garcia Aguirre, Chair for the event.

The 3rd Global ContactForum will take place at The Centro Banamex Convention Center in Mexico; a leading and award-winning convention facility conveniently located a short drive from Mexico City’s business centers and hotel districts. The website for the event outlines all of the details: Members of recognized Industry Associations benefit from with a special discount of 15%, by using code ITESA15. For more information about being the speaker, commercial sponsorship or exhibition.

Keith Fiveson,
CEO, ITESA, Co-Chair
69 Fifth Avenue, Suite 9J, New York, NY 10003,
email: [email protected]

Contact Profile


In March 2001, Keith Fiveson, CEO, founded IT Enabled Services Alliance, Inc. (iTesa - People Convergence), an advisory focused on enabling communication, connection and globalization of the contact centre and business process experience. Mr. Fiveson has held executive positions at CosmoCom, BT, AT&T and MCI telecommunications, where he ran the call center solutions team. He served in the US Army's Ballistic Missile Defense Communications Activity and holds a Top Secret Clearance. As the iTesa practice leader, he brings a deep domain knowledge and resume to client engagements. The global team of partners and associates has worked with clients on projects in five (5) continents; North America, Asia Pacific, Latin America and Europe.
Keith Fiveson
P: 212-463-0043


Customer Services, Business Consulting, IT, Event, Tradeshow



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