Colombian banks have access to millions of customer conversations: through their service lines, in their chats, and across their digital channels – including their Twitter and Instagram pages. Those interactions contain the real causes behind the complaints, repeating friction patterns, and the exact words customers use when something goes wrong.

The situation is dire. In late 2025, Colombia’s Financial Superintendency received 2.76 million complaints related to banking services and operations; two-thirds of customers had at least one complaint that warranted taking the time to lodge with their bank. And the single most common reason for complaints was unrecognized transactions, accounting for 39.8% of cases. 

Beyond pointing out a deficit in one bank or financial institution, the throughline remains: Colombia faces ongoing structural problems that plague customers across the country. 

With manual auditing, a company can review just 3% of its interactions – the remaining 97% are uncharted territory. That’s precisely where the intelligence that could meaningfully reduce those 2.76 million complaints lives. 

What’s clear is that nearly 40% of complaints boil down to the same problem: unrecognized transactions. What remains hazy, however, is what is behind the phenomenon – because of the unprocessed data and information. 

Is it concentrated on specific products, or are certain customer segments facing this more than others? These are considerations – critical to solving the root cause – that a 3% snapshot of the picture can never answer. 

Yet the raw data is there: customers interacting with chatbots or speaking to a representative on the phone almost always includes the core details to unravel the mystery: the issue, the time, the place – all this information against the backdrop of the account holder details that are on file. 

That untold information is the salve needed to treat the systemic issue that continues to fester. 

Evidently, leaning on manual approaches to managing customer care is not sufficient. The nationwide customer care headaches in Colombian banking will only get worse, at the cost of customer loyalty and brand reputation. 

Technology can therefore not be left out of the equation; AI models are now sophisticated enough to not only analyze millions of customer conversations but also reason and learn through that data to simulate human response and decision-making. 

Cognitive AI, for one, is able to contextualize information as well, even in complex situations. In fact, 75% of customer care leaders view AI as a force for strengthening human intelligence, not replacing it. 

And that innovation exists on local soil, built for the particular needs of Colombia’s banking ecosystem. 

One Colombian startup, Kognia, has built Alan CX Insights precisely for this. Kognia’s platform analyzes 100% of contact center interactions and turns that mass of conversations into identified root causes, detected patterns, and concrete improvement recommendations.

“Reducing complaints and getting to the crux of these issues is about so much more than simply closing tickets faster. It’s about empowering banks and customers alike, creating a system where people feel seen and heard, while building much-needed trust,” said Luis Guillermo Pardo, CEO of Kognia. 

“We designed Alan CX Insights to remove the pain points from the process and the guesswork that only compounds confusion. It’s about bringing transparency and the full story to light, on a constant basis, for each and every case.” 

With Alan CX Insights, every customer interaction is logged and audited – no more closed cases without resolution. The platform also extracts insights and feeds these back to create a constantly-improving and accurate system.

Already, the startup is seeing more than promising results: customer satisfaction has risen by 40% as the platform has driven first-contact resolution by 25%. Whereas manual processes take up to weeks to action complaints, Kognia’s AI can simultaneously process thousands of interactions. 

These numbers are pertinent to another dimension of Colombia’s systemic issues: accessibility to secure financial services. According to reports, 29.3% of complaints stemmed from low-value deposits. So, digital banking means lower-income account holders are no longer removed from the equation – in theory. 

But when friction occurs in their transactions, banks run the alarming risk of these account holders – who can’t resolve an issue with their basic savings in the current setup – walking away from the system altogether. 

Banks sit on a slew of siloed digital systems made up of millions of transaction records, customer and account records, service logs, and more. More often than not, these systems don’t speak to each other, making it difficult to build a coherent picture of any single customer’s journey, let alone identify patterns across millions.

Innovations like Kognia’s Alan CX Insights bridge those gaps, ensuring a logged complaint leads to an identified root cause and a prompt resolution so it doesn’t repeat. 

Now, amid the AI boom sweeping through Latin America, conversation intelligence and AI-driven CX analysis are strategic differentiators that grant banks and financial institutions an invaluable competitive advantage. 

Colombia’s banks are not short of data. But they do lack the time and manual resources to answer every customer’s complaints – and customers’ patience is waning. The tools now exist to turn those complaints into intelligence.

Featured image: Jhonny Estrada via Unsplash+

Disclosure: This article mentions clients of an Espacio portfolio company.

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Medellín, Colombia – Medellín Mayor Federico Gutiérrez prompted outrage last week after “censoring” a new book on M-19 guerrilla history at a public library.

Gutiérrez cancelled a talk of the book on April 21, saying that it glorifies terrorism and has no place in a public library.

The cancellation has drawn widespread criticism, with many observers citing the hypocrisy of the move one month after UNESCO designated Medellín as its 2027 World Book Capital.

Shortly before an event for the book at a public library on April 21, Gutiérrez announced on X: “This event will be cancelled. In Medellin, there will never be room for the glorification of terrorism. The M-19 was not a ‘romantic tale’: it was a terrorist armed group that left victims, pain, and death in Colombia.”

Attendants at the packed auditorium were visibly opposed to the measure, according to newspaper El País. Although staff removed microphones and speakers and the police surrounded the building, spectators remained in their seats.

“Our city respects the memory of the victims; no to propaganda for those that wielded weapons. This event has an obviously political character, and no public entity can host it,” the mayor continued. 

But the book’s author, sociology professor Jaime Rafael Nieto, insisted that the government should not be able to censor events like the one last week: “This is not a space for government officials, but for writers, artists and citizens,” he told Spanish newspaper El País via phone call. 

The April 19th Movement (M-19) guerrilla was founded in the early 1970s and became a violent urban actor, perpetrating kidnappings and killings in cities as well as symbolic crimes including the theft of libertador Simon Bolívar’s sword from its resting place and the Palace of Justice siege which left over 100 dead. 

Incumbent leftist Colombian President Gustavo Petro – who has routinely publicly clashed with rightist Gutiérrez – was an M-19 militant, operating under the nome de guerre “Aureliano”. 

He joined in the criticism of Gutiérrez’s move, writing on X: “The M-19 after making peace, was a legal movement with legal status. What you’re doing is censorship. Those who censor books end up burning them, and then they end up burning humans at stakes. Don’t censor; let minds and thoughts be free.”

Medellín’s history of books: a reformed city 

Colombia’s second-largest city has seen a 542% rise in bookstores over the past seven decades, and is home to over 110 bookstores and 25 libraries – many of which were transformed from former prisons and police facilities, as per UNESCO. 

“Medellín has become an international reference for urban and cultural transformation, where books and libraries play a crucial role in bringing positive social change. [Its] designation as World Book Capital 2027 is a powerful message on how culture can build peace and social cohesion,” noted Khaled El-Enany, UNESCO director-general. 

The city’s literary turn is thus inseparable from its broader reinvention. Having been named the world’s “murder capital” in 1991, when 16 people were murdered daily on average, it has spent decades recasting itself through culture and education. 

In 2004, then-mayor Sergio Fajardo – now a presidential candidate for the upcoming May 31, 2026 election – deployed a plan to combat structural violent patterns, investing in the city’s poorest neighborhoods. Libraries, metrocables and cultural centers were planted in the hillside of comunas, once the most dangerous neighborhoods in the Americas. 

Over a 15-year period, Medellin built 60 cultural facilities in areas with the highest poverty, historic violence and population densities, and by 2024, the city recorded 300 homicides per 100,000 people – the lowest since 1942. 

The result is a city that has made literary culture central to its identity. Every September, the Fiesta del Libro y la Cultura (Celebration of Books and Culture) – backed by $9 billion Colombian pesos ($2.5 million USD) from the mayor’s office – draws hundreds of national and international guests to its botanical gardens, parks and cultural centers. 

The city also hosts an annual edition of the Hay Festival, the prestigious Welsh literary gathering. 

Banned in the city of books 

Regardless of Mayor Gutiérrez’s disapproval, the event on April 21 continued, with organizers stressing they consulted with the attendees what they believed should be done. 

“There were three options: cancelling the event, going someplace different, or reaffirming our condition of citizens which occupy the city’s public space,” they said. Meanwhile, Nieto confirmed that the launch had been scheduled a month prior, and that the decision to go ahead in spite of the mayor’s outrage was an “act of civil resistance.” 

“[The book is about] interpreting how the M-19 emerged and what its characteristics were. It isn’t about justifying its actions, because then the investigation would take on a partisan bias, and that’s not the case,” the M-19: From War to Politics author added. 

The M-19 has become a contentious subject in Colombian politics since the election of Petro in 2022 as the country’s first leftist president, although the group demobilized in 1990. 

Petro joined the urban guerrilla at 17 years old, but not as a combatant. As per Colombian news outlet La silla vacía, he was arrested by armed forces in 1985, and spent 18 months in prison, where he directed the jail library. 

One of Petro’s greatest feats as an M-19 militant, in fact, was promoting the peace process that saw the group’s turn to peace and legality from 1989 to 1990. Most recently, the head of state celebrated his birthday on the anniversary of the armed group’s founding.

Nieto believes that studying M-19 history is imperative to understanding Petro’s government, and his book’s thesis: the M-19 was the Colombian armed actor that best knew how to combine war with politics.

“Every act of war produced political effects. And that made it a political actor,” he told El País.

Featured image: Federico Gutiérrez via X.

The post Medellín mayor draws criticism over M-19 book launch ban  appeared first on The Bogotá Post.

Medellín, Colombia – Medellín Mayor Federico Gutiérrez prompted outrage last week after “censoring” a new book on M-19 guerrilla history at a public library.

Gutiérrez cancelled a talk of the book on April 21, saying that it glorifies terrorism and has no place in a public library.

The cancellation has drawn widespread criticism, with many observers citing the hypocrisy of the move one month after UNESCO designated Medellín as its 2027 World Book Capital.

Shortly before an event for the book at a public library on April 21, Gutiérrez announced on X: “This event will be cancelled. In Medellin, there will never be room for the glorification of terrorism. The M-19 was not a ‘romantic tale’: it was a terrorist armed group that left victims, pain, and death in Colombia.”

Attendants at the packed auditorium were visibly opposed to the measure, according to newspaper El País. Although staff removed microphones and speakers and the police surrounded the building, spectators remained in their seats.

“Our city respects the memory of the victims; no to propaganda for those that wielded weapons. This event has an obviously political character, and no public entity can host it,” the mayor continued. 

But the book’s author, sociology professor Jaime Rafael Nieto, insisted that the government should not be able to censor events like the one last week: “This is not a space for government officials, but for writers, artists and citizens,” he told Spanish newspaper El País via phone call. 

The April 19th Movement (M-19) guerrilla was founded in the early 1970s and became a violent urban actor, perpetrating kidnappings and killings in cities as well as symbolic crimes including the theft of libertador Simon Bolívar’s sword from its resting place and the Palace of Justice siege which left over 100 dead. 

Incumbent leftist Colombian President Gustavo Petro – who has routinely publicly clashed with rightist Gutiérrez – was an M-19 militant, operating under the nome de guerre “Aureliano”. 

He joined in the criticism of Gutiérrez’s move, writing on X: “The M-19 after making peace, was a legal movement with legal status. What you’re doing is censorship. Those who censor books end up burning them, and then they end up burning humans at stakes. Don’t censor; let minds and thoughts be free.”

Medellín’s history of books: a reformed city 

Colombia’s second-largest city has seen a 542% rise in bookstores over the past seven decades, and is home to over 110 bookstores and 25 libraries – many of which were transformed from former prisons and police facilities, as per UNESCO. 

“Medellín has become an international reference for urban and cultural transformation, where books and libraries play a crucial role in bringing positive social change. [Its] designation as World Book Capital 2027 is a powerful message on how culture can build peace and social cohesion,” noted Khaled El-Enany, UNESCO director-general. 

The city’s literary turn is thus inseparable from its broader reinvention. Having been named the world’s “murder capital” in 1991, when 16 people were murdered daily on average, it has spent decades recasting itself through culture and education. 

In 2004, then-mayor Sergio Fajardo – now a presidential candidate for the upcoming May 31, 2026 election – deployed a plan to combat structural violent patterns, investing in the city’s poorest neighborhoods. Libraries, metrocables and cultural centers were planted in the hillside of comunas, once the most dangerous neighborhoods in the Americas. 

Over a 15-year period, Medellin built 60 cultural facilities in areas with the highest poverty, historic violence and population densities, and by 2024, the city recorded 300 homicides per 100,000 people – the lowest since 1942. 

The result is a city that has made literary culture central to its identity. Every September, the Fiesta del Libro y la Cultura (Celebration of Books and Culture) – backed by $9 billion Colombian pesos ($2.5 million USD) from the mayor’s office – draws hundreds of national and international guests to its botanical gardens, parks and cultural centers. 

The city also hosts an annual edition of the Hay Festival, the prestigious Welsh literary gathering. 

Banned in the city of books 

Regardless of Mayor Gutiérrez’s disapproval, the event on April 21 continued, with organizers stressing they consulted with the attendees what they believed should be done. 

“There were three options: cancelling the event, going someplace different, or reaffirming our condition of citizens which occupy the city’s public space,” they said. Meanwhile, Nieto confirmed that the launch had been scheduled a month prior, and that the decision to go ahead in spite of the mayor’s outrage was an “act of civil resistance.” 

“[The book is about] interpreting how the M-19 emerged and what its characteristics were. It isn’t about justifying its actions, because then the investigation would take on a partisan bias, and that’s not the case,” the M-19: From War to Politics author added. 

The M-19 has become a contentious subject in Colombian politics since the election of Petro in 2022 as the country’s first leftist president, although the group demobilized in 1990. 

Petro joined the urban guerrilla at 17 years old, but not as a combatant. As per Colombian news outlet La silla vacía, he was arrested by armed forces in 1985, and spent 18 months in prison, where he directed the jail library. 

One of Petro’s greatest feats as an M-19 militant, in fact, was promoting the peace process that saw the group’s turn to peace and legality from 1989 to 1990. Most recently, the head of state celebrated his birthday on the anniversary of the armed group’s founding.

Nieto believes that studying M-19 history is imperative to understanding Petro’s government, and his book’s thesis: the M-19 was the Colombian armed actor that best knew how to combine war with politics.

“Every act of war produced political effects. And that made it a political actor,” he told El País.

Featured image: Federico Gutiérrez via X.

The post Medellín mayor draws criticism over M-19 book launch ban  appeared first on The Bogotá Post.

Fracttal, a maintenance intelligence platform that built its name across Latin America before relocating its headquarters to Madrid, has acquired TCMAN — Spain’s leading computerised maintenance management software provider — in a deal that deepens its roots in the European market it has been courting for several years.

TCMAN is not a minor target; founded in 1997, it is the dominant player in Spain’s computerized maintenance management system (CMMS) sector, with a client list that includes Acciona, Eiffage, Sanitas, and Quirón, and more than 250 organisations using its GIM platform to manage critical infrastructure, industrial, and healthcare assets. 

For Fracttal, which manages over 20 million assets across 60 countries, the acquisition is less a technology play than a relationships play – three decades of trust with Spanish enterprise clients that would take years to replicate from scratch.

The deal follows Fracttal’s $35 million USD funding round announced in January 2026, and the company has moved quickly to deploy it. 

The strategic logic is clear: the global CMMS market is forecast to grow at 11.1% annually through 2030, reaching $2.41 billion, according to Grand View Research, driven by asset-intensive industries facing mounting pressure to reduce downtime and meet tightening safety regulations. 

McKinsey research has also found that AI-powered predictive maintenance can extend machine life by up to 40% and cut unplanned downtime by half – the value proposition Fracttal will now pitch to TCMAN’s existing base of enterprise clients.

That pitch will involve upgrading GIM with Fracttal’s AI, IoT, and analytics capabilities. Whether TCMAN’s clients, who are accustomed to a local specialist with decades of sector knowledge, will embrace a more technology-forward roadmap is the central execution question.

“Integrating TCMAN’s expertise with our platform strengthens our ability to continue developing intelligent maintenance solutions and deliver greater value to organisations managing complex and distributed assets,” said Raúl Peris, COO of Fracttal.

For TCMAN’s founder, the sale marks a natural evolution: “For over 30 years, we have helped companies in multiple sectors better manage their assets,” said Eloy Ortega. 

“Joining Fracttal allows us to expand the reach of our technology and continue evolving our solutions in a context where maintenance is increasingly strategic.”

Fracttal’s trajectory is itself a notable story for this region. The company grew out of Latin America – establishing operations in Chile, Colombia, Brazil, and Mexico before moving its headquarters to Madrid as it pushed into Europe. It now sits in the unusual position of being a Latin American-origin company acquiring a European incumbent on European soil, rather than the other way around. 

For a region more accustomed to being the target of international acquisitions than the source of them, that inversion is worth noting.

“Maintenance is a key ally in building a more sustainable, safe and efficient world,” said Christian Struve, CEO and co-founder. 

“This union allows us to accelerate that transformation, combining decades of industry experience with advanced technology and artificial intelligence.”

Featured image: Courtesy of Fracttal

Disclosure: This article mentions clients of an Espacio portfolio company.

The post Latin America’s Fracttal buys one of Spain’s oldest maintenance firms appeared first on The Bogotá Post.

Bogotá-based Remoti launched a “Workforce-as-a-Service” model and new app on April 14, 2026, making the case that managing distributed teams in Latin America requires dedicated infrastructure – and that the company’s nearly ten years of regional operating experience is the foundation for building it. 

The Remoti App consolidates the company’s services into three modules: Global Opportunities for talent matching, Workforce Operation covering payroll, compliance and contracts, and Marketplace & Financial Products providing financial tools to workers directly. 

“The world changed, and companies need new ways to build and operate global teams. With Workforce-as-a-Service, we’re allowing firms to integrate talent in Latin America with the same flexibility with which they build their technology in the cloud,” said Pablo Miller, CEO and founder of the startup. 

“At the same time, we’re allowing a new more structured, trustworthy and talent-backed experience in the region.” 

The bundling is a move away from the traditional staffing model and toward something closer to a managed HR platform with deep regional focus. 

The launch comes at a reasonable moment for the thesis: Colombia’s IT outsourcing market is projected to reach an annual growth rate of 7.37% through 2030, while the World Economic Forum’s Future of Jobs report found big data analysts, AI, and machine learning specialists will be among the fastest-growing job categories in the region – with 51% of employers calling for more public investment in reskilling. 

The harder question is differentiation. While others have built global employer-of-record and HR infrastructure at scale, Remoti’s angle is regional depth and operational ownership – WaaS is framed as a managed service, not a software product, implying the company absorbs more risk in exchange for deeper client relationships. 

“This launch marks a structural change in how organizations think about the redistribution of its operations and access to talent. It is the result of nearly 10 years building, operating and making a model perfect with international companies.” added Juan Felipe Velasco, managing director and co-founder at Remoti

The worker-facing financial products layer also points to a two-sided model that most competitors haven’t prioritized in the region. 

Remoti’s event included a policy panel with Congressman Antonio Zabarain, who sponsored legislation to promote Colombia’s tech sector – relevant context given that 61% of Colombian firms cite outdated or inflexible regulatory frameworks as a barrier to business transformation, according to the WEF, making compliance navigation a genuine value-add rather than a commodity service. 

Whether the WaaS framing holds up under the operational realities of multi-country employment compliance will determine how credible the platform story becomes.

Featured Image Source: A Chosen Soul via Unsplash+

Disclosure: This article mentions clients of an Espacio portfolio company.

The post Remoti wants to be the operating system for global teams built in Colombia   appeared first on The Bogotá Post.