EVOLVING EXCELLENCE: LEADERSHIP & TECHNOLOGY

THE CX GOALKEEPER - Business Transformation, Customer Experience, and Leadership

Discover the transformative power of customer experience with Heverton Anunciação, a leading expert in the field. Learn actionable strategies to bridge technology and customer service, essential for thriving in today's digital environment.

About the Guest:

Heverton Anunciação was voted among the world's top 10 influencers in CRM, Data Governance, and Customer Experience by Thinkers360 and Global Gurus.

Relevant Links:

www.linkedin.com/in/hevertonsa

www.instagram.com/hevertonsa

www.instagram.com/universidadedoconsumidor

www.heverton.com.br

www.universidadedoconsumidor.com.br

Episode Summary:

In this episode, Heverton Anunciação shares his extensive experience in customer experience transformation, emphasizing the importance of reducing customer and employee effort through efficient data management. Heverton discusses his journey from a traditional IT professional to a bridge-builder between technology and marketing, highlighting the need for empathy and collaboration. He provides compelling examples from his work with major companies, demonstrating how integrating data and processes can lead to successful digital transformations. Heverton also touches on the critical role of leadership in orchestrating these changes and the impact of generative AI on future customer interactions.

Heverton argues that successful customer experience transformation requires more than just implementing new technologies. It involves understanding and addressing the underlying data and process inefficiencies that hinder seamless customer interactions. He emphasizes the importance of honesty and transparency in identifying and solving these issues. By focusing on the customer's needs and leveraging data wisely, companies can create more personalized and effective customer experiences.

The Top 3 Key Learnings:

Integration of Data and Processes: Effective customer experience transformation relies on integrating data and processes across the organization to ensure seamless information flow and reduce effort.

Empathy and Collaboration: Successful leaders must act as orchestrators, bringing together diverse teams to address customer pain points and create holistic solutions.

Honesty and Transparency: Companies must be willing to confront and address internal inefficiencies openly to foster long-term customer satisfaction and loyalty.

Chapters:

00:00 Game Start

01:15 Guest Introduction

06:56 Evolution of Customer Experience

10:01 Key Components of Transformation

13:23 Practical Examples

20:40 Leadership in CX Projects

23:52 Impact of Technology

29:40 Future of CX

30:22 Contact Information

31:16 Golden Nugget

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