Edenred Brasil brands dedicate more than 2 thousand hours to internal training focused on customer experience

Edenred, digital platform for services and means of payment, celebrated the third edition of CX Week, week in which the company proposes to collaborating people a series of actions aimed at customer experience. Altogether, there were more than 2 thousand hours dedicated to the event, which counted on the participation of the Benefits and Engagement teams (Ticket), Mobility (Edenred Ticket Log, Edenred Repom and Taggy) and Payment Solutions and New Markets, with the participation of the Punto brand.“A CX Week of 2024 had 30% as the most important areas of participants, being the most important to understand the culture of the last year.

CX Week 2024, which took place in October, reinforced the value of Edenred to Enrich Connections for good and forever (Enrich Connections. For Good). “We are convinced that the satisfaction of our collaborating people with Edenred positively impacts the experience they provide to customers in every day-to-day interaction.This generates not only good results in the present, but also builds a future in which excellence becomes the norm. In this context, customer loyalty is earned not only through the services we provide, but by the personalized experience we provide”, explains the executive.

At Ticket, conversation circles promoted an immersion for their collaborating people, in order to connect them to client companies and users, who were able to report their experiences with the brand solutions.“This was the most praised activity and with greater participation of the teams, for providing connection and opportunity to hear directly from customers their perspective on solutions and experiences with the” brand, Coccoli comments. Another action was the “X Fone”, a landline, placed at the entrance of the office, which rang a few times a day. Upon being attended, he invited the person to answer a quiz about CX, revealed as a service works as a central.

The business line also featured a lecture by Marcone Siqueira, CEO and co-founder of The Bakery, a reference in corporate strategy and innovation, on how artificial intelligence can be used in favor of the management of new work models, and Suzie Clavery, Chief Human Resources Officer for Latin America at Total Pass, who addressed the importance of having an engaged employee, actions that can be implemented in the company with this goal and how to have a happy internal team reflects on the positive experience of the external customer.

The Mobility business line used the motto “Connections that Inspire” and bet, throughout the week, on a roundtable to reinforce with the team the importance of the customer experience and the impact that having people at the center of the business has on the company's results, in addition to metrics to monitor the actions of CX and EX and the challenges of these relationships. It also carried out an activity that revisited with the collaborating people the entire business structure, from mapping the profile of customers to success cases and carried out dynamics of questions and answers with the aim of rooting in people the concept of customer centrality.

In partnership with The Bakery, the Mobility team also promoted lectures that addressed topics such as: the scenario of the customer experience as a more tangible model, and the lessons learned from the implementation of CX in products/services. “Leadership works the theme daily, strengthening the culture for the internal team on a daily basis, but it is very important to have this time especially dedicated to the subject, when everyone focuses on cases, promotes debate, doubts, learns from the challenges. The company and professionals only have to gain from the” initiative, says the president of Edenred Brasil.

In Payment Solutions and New Markets, the Punto team dedicated itself to actions to encourage the commercial and service teams, rewarding the collaborating people who had the best service NPS score during the month of October, aiming to reinforce the importance of an excellent service. In addition, the brand called the other teams to become commercial for a day, through connections with customers to evaluate and understand the perceptions of what could be improved. In one of the actions, people who work in a logistics partner of Punto also had the opportunity to contact directly with brand customers to capture their perceptions about the receipt of machines and first contacts with terminals.