Plusoft reinforces customer experience-centric strategy in 2026

With more than three decades of experience in the Brazilian technology market, the Plusoft, customer journey management company, entered 2026 with positive expectations of growth and a clear strategy of consolidation in key segments. The company foresees expansion of its customer base, strengthening of the portfolio and expansion of national and international operations.

Plusoft's business focus for 2026 will be concentrated on verticals such as financial services, insurance and pension, health, pharmaceutical industry, retail, consumer goods and telecommunications.In parallel, the company intensifies its internationalization strategy, with investments in generating opportunities in markets in Latin America and Europe.

“A Plusoft arrives in 2026 with a very clear vision, which is to grow sustainably, deepening our presence in verticals where we can generate more value and taking our expertise in customer journey management to other” countries, says Solemar Andrade, CEO of Plusoft.

The executive points out that the company's focus will be on customer journey management, providing complete CX solutions, customer service, sales, digital marketing and performance agency, through cutting-edge technology, multichannel integration, advanced AI and automation. The main differential of the company is in Plusoft Omni CRM, a platform that centralizes all interactions between brands and consumers, offering a 360-degree view of the customer. The solution allows you to integrate channels, data and sales, marketing and service processes, supporting companies in building more efficient, personalized and consistent journeys.

For Andrade, the longevity of the company is directly linked to its expertise in omnichannel CRM solutions and the view that technology only makes sense when people-oriented.“Our successful recipe has always been to put the customer at the center and use technology as a means to deliver the best possible human experience.We are a technology company, but above all, we are a company of relations”.

This positioning is also reflected in Plusoft's vision of the future of customer service, increasingly marked by the presence of generative AI, hyperpersonalization and data automation. For the company, the path is in the balance between digital scale and human empathy. AI is seen as an element that expands capabilities, reduces operational efforts and frees time for more complex and sensitive interactions, without replacing the role of people.

“The future of care is not fully automated or fully human, it requires intelligent orchestration, such as knowing when to automate, when to engage people and how to maintain context throughout the” journey, explains the CEO.“Sse model relies on three pillars, which are data-based real-time hyperpersonalization, end-to-end resolutive automation and the concept of human-in-the-loop, in which AI acts as a copilot, with human supervision ensuring quality, ethics and empathy”, adds Andrade.

Understanding human behavior is another strategic axis of Plusoft to anticipate trends and lead the evolution of the customer experience. The company integrates advanced analysis of behavioral, historical and intent data to transform information into actionable intelligence, allowing recommendations aligned with the real needs and desires of consumers. Already in the field of governance, ethics and information security, especially in AI-based solutions, Plusoft adopts a rigorous approach. The information generated in interactions becomes strategic assets when protected by certifications such as ISO 27001 and integrated into official channels, such as the official WhatsApp API of Meta.

For the next few years, the company predicts that segments such as finance, telecommunications, healthcare, consumer goods and retail will continue to play a central role in its portfolio, following the growing demand for CX, CRM and data automation solutions, capable of dealing with increasingly complex journeys.

“We know that 2026 will be a challenging year for business in Brazil, with external factors that can impact productivity. Our commitment is to work for our customers to succeed, delivering efficiency, better customer experience and sales performance, even in a complex” scenario, concludes Andrade.