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What Negotiation and CX have in Common ?

One of the definitions of Customer Experience is “Everything your Customers go through while interacting with your Brand, Products and Services. Are those interfaces that will give rise to emotions and feelings, that will fix memories on the Customers’ brains, …

How Hyper-Personalization Meets Customer Experience – by Efrat Vulfsons

By Efrat Vulfsons. Since the Covid-19 pandemic, brands need to look for better ways to improve customer experience. As this crisis forces most individuals to go through one of the most challenging periods in their lives, customers expect businesses to …

Bridging the Gap Between eCommerce and Real-World Experiences by Sergio Frias

A number of trends that were already out there were catalyzed by the Pandemic. The social distancing and the lockdowns forced a number of businesses, that were traditionally selling their products in brick-and-mortar stores, had to find solutions to keep …

How Hyper-Personalization Meets Customer Experience by Sergio Frias

It is easy to visualize the differences between the older consumers (small online footprint) and the younger consumers (much larger online footprint). The older consumers tend to be more focused on the details, prefer to solve an issue talking to …

Bridging the Gap Between eCommerce and Real-World Experiences

By Efrat Vulfsons. As eCommerce continues to prove itself as one of today’s most lucrative marketing channels, companies should ensure that they’re prepared to double down on their online channels. The pandemic has changed the way consumers shop, with a 146% …

CXBuzz Interview With Sergio Frias

Hi Sergio, Tell us about yourself and your background and how you got to the CX space: I am the son of a Portuguese immigrant, born and raised in Brazil. My father is a storyteller, although he never realized that. …

Artigo “Experiência do Cliente, a Nova Fronteira” por Sérgio Frias – pág. 22

4a Edição Revista Growth Strategy Completa   Acesse clicando no link a seguir ao lado: 4a Edição Revista Growth Strategy Completa.                                       …

Top 10 (Actually 20) Takeaways from Episode #5 of the Series of Webinars “Chat with the Xperts”​

Technology empowering agents to enable the delivery of Great Customer Experience is a recurrent, but still an amazing topic for discussion. This is exactly how I started the Article about the Top 10 takeaways from our Webinar #3, but this …

Top 10 (actually 30) Highlights – Chat with the Xperts #6 – Omar Ghanem

Leading an organization is not something trivial. Leading to deliver great business results and Great Customer Experiences is even more difficult, but Leading to Create a Culture and to Leave a Legacy is even more complex. Let’s learn a few …

LinkedIn #6 – Top 10 Takeaways – Webinar “More than Profit, CX Creates Great Relationships

No alt text provided for this image More than Profit, Customer Experience creates Great Relationships. This concept is very basic, but not everyone understands it to its full extent. On this Webinar with our guest Sergio Santos, who considers himself …

LinkedIn #5 – Top 10 Takeaways – Webinar “Technology Providing Humans with Super-Powers

Technology empowering agents to enable the delivery of Great Customer Experience is a recurrent, but still an amazing topic for discussion. Normally I would highlight in this article the Top 10 Key Takeaways, however this Webinar with Gabe Larsen was …

LinkedIn #4 – Empowerment in CX

In Customer Experience the power to get things done is fundamental for the employee to have a chance to deliver something aligned with the Customers’ expectations. There is nothing more frustrating than knowing what to do and not being able …

LinkedIn #3 – Top 10 Takeaways from Webinar “Happy Customers Bring Profits”

  Chat with the Xperts #2 “Happy Customers bring Profits” Gisele Paula On September 3rd. we had the second episode of the series of webinars “Chat with the Xperts”, starring Gisele Paula, a Brazilian expert that shared a lot about …

LinkedIn #2 – Contingency Plan in CX – Or simply put a Plan B together

#No alt text provided for this image Contingency Plan – Also known as Plan B, this concept is fundamental to guarantee a continuous delivery of Great Customer Experience. I already knew that for years, but last week I proved it …

LinkedIn #1 – Are you a Procrastinator ? What Kind ?

I am a moderate procrastinator! I do not like to tackle an activity immediately after I get it. If I am given time, I will use the time. When I need to prepare a speech, a presentation, a project charter, …

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