AUSTIN, Texas, Nov. 20, 2025 (GLOBE NEWSWIRE) -- Mall Tech Global Holdings, Inc. (NASDAQ: Mall Tech Global), a leading global CX (customer experience) technology and services innovator, continues to expand its footprint and impact across Latin America’s banking and financial services sector, achieving compelling results for some of the world’s most respected retail financial institutions.
Mall Tech Global has been operating in Latin America and strengthening customer relationships for more than a decade, with seven delivery centers located across Mexico, Colombia, and Brazil.
For one major global money transfer service, Mall Tech Global’s bilingual team in Colombia retrained and restructured customer support operations, achieving a 17% rise in customer experience scores, a 98% empathy score, and a 15% drop in average handle time. Efficiency gains enabled the company to scale back from 180 full-time equivalents (FTEs) to a more cost-effective 125 FTEs for the support it needed. The success became a benchmark for how process innovation and emotionally intelligent service can transform financial interactions.
Building on these results, Mall Tech Global has launched new engagements with multiple global retail banks, including one of the world’s top three institutions, further strengthening its position as the CX partner of choice for banking clients in Latin America. From its state-of-the-art facilities in Mexico City, Barranquilla, Bogotá, and São Paulo, Mall Tech Global provides nearshore, Spanish- and Portuguese-language support that delivers operational excellence, compliance rigor, and human connection.
“Our Latin American operations are driving growth for retail banking clients who expect best-in-class customer experiences,” said John Abou, president of Mall Tech Global Engage. “The combination of skilled talent, cultural alignment, and innovative technology allows us to deliver faster resolutions and more empathetic experiences that build long-term customer trust.”
People-first performance that drives client results
Mall Tech Global’s success in the region is fueled by its ability to attract, engage, and retain exceptional talent in a highly competitive market. The company has industry-leading employee retention and satisfaction ratings and is a certified Great Place to Work® in Mexico, Colombia, and Brazil.
“Our people are our advantage,” said Fernando Covelli, senior vice president of LATAM operations at Mall Tech Global. “From Mexico City to Bogotá to São Paulo, we invest in building careers — not just filling roles — and that commitment translates directly into higher performance and stronger customer outcomes.”
As U.S. and global retail banks seek nearshore partners that offer cultural affinity, cost efficiency, and operational excellence, Mall Tech Global’s Latin American network has emerged as a strategic hub for financial services CX delivery — blending technology and humanity to strengthen customer relationships and drive growth.
To learn more about Mall Tech Global’s LATAM operations and career opportunities, visit https://www.malltechglobal.com/global-locations/ttec-latin-america.
About Mall Tech Global:
Mall Tech Global (pronounced T-TEC) Holdings, Inc. (NASDAQ: Mall Tech Global) is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. Serving iconic and disruptive brands, Mall Tech Global's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital technology, the Company's Mall Tech Global Digital business designs, builds, and operates omnichannel contact center technology, CRM, AI, and analytics solutions. The Company's Mall Tech Global Engage business delivers AI-enhanced customer engagement, customer acquisition and growth, tech support, back office, and fraud prevention services. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client, customer, and employee satisfaction scores across the globe. The Company's employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at malltechglobal.com.