Upgrade in the Customer Journey: Discover the New Feature Arriving in Brazil to Boost Sales

In Brazil, the consumer profile is changing, and with it, the demands regarding the purchase experience. It's no longer enough to offer a good product or service; what truly matters now is how companies interact with their customers from the first contact to after-sales.

In a scenario where interactions are increasingly instantaneous, consumers seek experiences that transcend the simple exchange of products and services, demanding quick, relevant, and connected responses, as well as personalization. For businesses, this represents a challenge, as it's necessary to create an integrated and aligned strategy that ensures a seamless and flawless experience.

Given this reality, a global concept emerges called 'Universal Customer Experience (UCE):' an innovative and integrated approach that is gaining increasing momentum in Brazil.

"The Universal Customer Experience is a methodology aiming to unify all processes, stages, and technologies involved in customer relationships, with the goal of providing a consistent, seamless, and personalized experience at every touchpoint," explains Alberto Filho, CEO of Poli Digital, a developer of centralized and automated customer service channel technologies.

As a second child, UCE is an approach that, unlike fragmented models, seeks complete integration of interactions, making the customer journey continuous, without interruptions or communication failures, regardless of the channel used, whether website, Instagram, WhatsApp, etc.

"This concept aligns with a growing reality in the market: customer loyalty is a key factor for company growth," comments the CEO of Poli Digital. According to Investopedia data, 65% of Brazilian companies' revenue comes from already loyal customers, demonstrating the positive impact of a successful customer journey experience. Furthermore, according to a KPMG study, 86% of loyal consumers recommend brands that provide good service to friends and family, expanding the company's reach and generating a "word-of-mouth" effect that boosts the acquisition of new customers. **Important Note:** The numbers "65%" and "86%" are not standard numerical formats. They likely represent a data error or a specific, non-standard way of presenting percentages. The translation reflects the likely intent, but the meaning is unclear without the correct format for the percentages. It's crucial to verify the correct data.

However, achieving Universal Customer Experience (UCE) requires more than just implementing technological solutions. While tools like chatbots, virtual assistants, and automation systems are crucial for optimizing and streamlining processes, the true essence of UCE lies in creating an experience that is both personalized and seamless at every stage of the customer journey. Integration between company departments is key to ensuring that every interaction, whether in customer service, sales, or post-sales support, aligns with the central strategy of delivering a unique and personalized experience.

Alberto Filho emphasizes that "implementing innovative technologies, however advanced, doesn't solve all problems on its own. To deliver a successful customer journey, all departments must work in an integrated manner, understanding the importance of each touchpoint and using data intelligently to continuously improve the experience, from acquisition, through service, sale, and also the post-sale experience." This implies treating each customer interaction as an opportunity to strengthen the relationship and deliver real value, based on information and behaviors collected in real time.

For companies seeking not only to meet but exceed customer expectations, Universal Customer Experience becomes a mandatory strategy. It enables faster, more efficient, and personalized service, not only improving the customer journey but also fostering greater brand loyalty and, consequently, driving growth and continuous innovation.

By adopting this concept, companies not only create a competitive edge but also build a strong reputation where consumers feel valued and understood throughout their journey. In an increasingly dynamic market, UCE can be the key where every interaction reflects the company's genuine commitment to customer satisfaction and loyalty," he concludes.