Hi Luiz, tell us about yourself and your background.
I’m Luiz, from Brazil. I am now living in Guadalajara, México and I’m 29 years old. I have a bachelor’s degree in System of Information ( kind of a mix between Business and Technology) since 2012. My career with IT started in 2009 with Oracle database, geoprocessing and now with CX Cloud at Oracle.
How did you first start working in the CX space?
My first contact with CX was when I volunteered in AIESEC, a nonprofit organization that wants to develop leadership in young people through exchange. Then, I was a sales representative and all our strategies were CX Oriented.
What are some of the common misunderstandings related to customer experience?
It is important to put the client in the first place but do not forget the company goals, values and vision.
Have you seen any interesting new trends in eCommerce this year?
We are seeing a lot of subscriptions increasing.We should pay attention to this new trend.
eCommerce boomed in 2020, and consumers started leaving more product reviews online. How can we make the most out of this momentum?
I am one of those people who started to buy more on the internet in 2020. I think that the companies must put more effort in Business intelligence. We need to know what we are selling, when, how and to who. We need to know the behaviour of our customers.
What are some CX companies/solutions you’re keeping your eyes on right now?
I work in Oracle so I will speak from my reality. Oracle is always improving the solutions. We have new releases from quarters and we have a lot of year in a lot of industries. Our team is extremely specialized in the products that we are working on.
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?
I think that people have lost the fear of buying things online. All the companies who didn’t open a store online, closed the doors because it was impossible to continue working on pandemy. So I think that we will continue to buy more online.
Do you believe focus groups are still relevant in the era of eCommerce? Why?
Yes, I do. The tendency is that more and more our sales must be more specific and that’s why it’s so important to use BI to improve our sales team, but, for example, can you think of something that you buyed just because some friend commented about it or you saw your favorite artist using it? Probably the answer was Yes. Maybe we are not working with the focus groups the way that we are working now, but I still think that they are important.
Last but not least, what is your favorite CX metric?
Re-seller. It’s when our customers become our sellers without anything in change.