Hi Jesse, tell us about yourself and your background.
Well, in short, I’m 34 years old. Married, my son is one year old. I’m a postgraduate in Strategic Business Management. I’ve graduated in Lean Six Sigma methodology. I’m Live here in Brazil. About my background, I have 16 years of experience in customer service, working in credit collection and recovery, call center, sales, bank service, and industry.
How did you first start working in the CX space?
I started my CX career back in 2006 when I started as a call center customer service agent and fell in love with the CS and CX Space.
What are some of the common misunderstandings related to customer experience?
This question is very complex, and I believe it doesn’t have just one answer. Well, perhaps one of the most dangerous misunderstandings is to think that single research or a single interaction can translate a symptom of experience or bring definitive solutions. I believe that much more is needed for robust solutions, and this involves constant monitoring and assistance
Have you seen any interesting new trends in eCommerce this year?
Absolutely! I think algorithms and A.I’s have gained a lot of relevance when it comes to trends. They certainly facilitate the consumption experience and the effort for sales and other types of service, Including influencing new consumption patterns
eCommerce boomed in 2020, and consumers started leaving more product reviews online. How can we make the most out of this momentum?
I think this is simpler than it sounds. I think the secret is that every opinion matters for the business.
What are some CX companies/solutions you’re keeping your eyes on right now?
There are many but, here I leave something that I think is relevant. I’m working on exploring statistics to move the result from consistent data and combining this tool with bits of intelligence such as Speech Analytics, Text analytics.
So many things changed in 2020. While some things are going to return to “normal,” what are new trends and habits you think will stay with us in the long term?
IoT and business digitization. CAsh back gains strength and rewards programs.
Do you believe focus groups are still relevant in the era of eCommerce? Why?
Focus Groups, in my opinion, are an extension of best practices. And exchanging experiences and best practices is a reality that will hardly end as much in the digital way of transacting as in face-to-face.
Last but not least, what is your favorite CX metric?
Multiple or single regression and prediction with experience and performance KPI’s