A new concept is revolutionizing companies' approach to customer experience in Brazil. The Universal Customer Experience (UCE), or Universal Customer Experience, is gaining prominence as an emerging discipline in the country
Already established as an academic discipline in marketing universities in the United States, the UCE visa organizes the customer lifecycle comprehensively. The concept covers all stages, processes and technologies necessary to ensure a lasting and consistent business relationship
Alberto Jr., CEO of Poli Digital, Goian company specialized in corporate communication, explain that UCE goes beyond simple automation of messages in digital channels. "It is a responsibility taken on by the company to look at the customer journey horizontally", covering everything from acquisition to post-sale,"affirms Filho
The specialist highlights the importance of service quality 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 for converting leads into actual customers and turning them into brand advocates. Satisfied customers share their positive experiences, what is essential for the reputation and growth of the company,"explains"
One of the main challenges for the implementation of UCE in Brazil, according to Filho, it is the understanding that technology alone does not guarantee a successful customer journey. A cultural transformation within organizations is necessary. All sectors need to be aligned with the UCE philosophy,"concluded the CEO"
This new approach promises to significantly transform the way Brazilian companies interact with their customers, putting the user experience at the center of your business strategies
