A new concept is revolutionizing the approach of companies in relation to customer experience in Brazil.Universal Customer Experience (UCE), or Universal Customer Experience, is gaining prominence as an emerging discipline in the country.
Already established as an academic discipline at marketing universities in the United States, UCE aims to organize the customer lifecycle comprehensively.The concept covers all the steps, processes and technologies necessary to ensure a lasting and consistent business relationship.
Alberto Filho, CEO of Poli Digital, a Goian company specialized in corporate communication, explains that UCE goes beyond the simple automation of messages in digital channels. “It is a responsibility assumed by the company to look at the customer journey horizontally, ranging from capture to after-sales,”, says Filho.
The expert highlights the importance of quality of service in customer loyalty and business growth.He cites research showing that 86% of consumers are willing to pay more for a better experience, and that 76% expect companies to understand their needs.
Son emphasizes that UCE practices are crucial to converting leads into effective customers and turning them into brand advocates.“Satisfied customers share their positive experiences, which is indispensable for the reputation and growth of the company,” explains.
One of the main challenges for the implementation of UCE in Brazil, according to Filho, is the understanding that technology alone does not guarantee a successful customer journey. “Cultural transformation within organizations is required.All sectors need to be aligned with the UCE philosophy,”, the CEO concludes.
This new approach promises to significantly transform the way Brazilian companies interact with their customers, putting the user experience at the center of their business strategies.
