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Carnival 2025: how Brazil's biggest festival transformed the use of apps in the entertainment, finance, food and other sectors

Carnival in Brazil doesn't just happen on the streets—it's also dominating the digital world. A new study by AppsFlyer, a global platform for app measurement and attribution, analyzed the app market in Brazil between February 22 and March 11, covering more than 170 apps in the Entertainment, Finance, Food & Beverage, Shopping, and Travel categories. The study examined 120 million installs and 280 million remarketing conversions, segmented into three phases: Pre-Carnival (February 22 to 28), During Carnival (February 28 to March 5), and Post-Carnival (March 5 to 11). The data reveal how user behavior was impacted before, during, and after the festivities.

Entertainment on the rise: the party wasn't just offline

With the increase in entertainment seeking during Carnival, entertainment apps stood out: installations grew by 8% during the festival compared to the previous period and 15% compared to post-Carnival. The investment in advertisements increased by 4% during Carnival compared to pre-Carnival and rose another 5% post-Carnival. In-app purchases surged: +20% compared to pre-Carnival and +23% compared to post-Carnival, highlighting the high consumption of digital content during this period. Streaming platforms and social media played an essential role, showing that digital Carnival is as vibrant as the physical one.

Fintechs in the red: Carnival distracts users from financial apps

As fun increased, engagement with financial apps decreased: installations dropped 14% during Carnival compared to the pre-Carnival period, indicating greater interest before the festivities, and the volume of installations during Carnival was 8% lower than in the post-Carnival period. The investment in pre-Carnival advertising was 16% higher than during the festivities, but still, advertising expenses during Carnival were 2% higher than in the post-Carnival period. Purchases within financial apps decreased by 19% compared to pre-Carnival and 21% compared to post-Carnival, reflecting a greater focus on immediate spending rather than financial management. The accentuated drop suggests that fintechs could better leverage Carnival by promoting incentives such as cashback and financial control campaigns.

Food & drink apps have taken off: delivery has taken over the festivities!

If Carnival is synonymous with celebration, hunger comes right after! The Food & Beverage sector was one of the biggest beneficiaries: the facilities grew by 26% during Carnival compared to pre-Carnival and 14% compared to post-Carnival. In-app purchases increased by 24% during Carnival compared to pre-Carnival and by 4% during Carnival compared to post-Carnival, indicating a continued demand for convenience and delivery.
Conclusion:The growth confirms that delivery and fast food apps were essential allies for partygoers, consolidating an increasingly strong digital habit.

Shopping down: e-commerce loses ground during Carnival

Online shopping was not a priority for Brazilians during the festivities: installations dropped 5% during Carnival compared to pre-Carnival and 10% compared to post-Carnival. Ad spending plummeted 29% during the event compared to the same post-Carnival period, suggesting a more financially cautious behavior after the party. In-app purchases dropped 9% during Carnival compared to pre-Carnival and 22% compared to post-Carnival, reinforcing that consumer focus was on other aspects. To maintain users' interest in festive events, e-commerce apps need to develop more robust seasonal strategies.

What does this mean for the app market?

Events like Carnival directly impact the digital behavior of Brazilians, creating strategic opportunities for brands and developers:

  • Entertainment and Food & Beverage Apps Should Intensify Campaigns During Carnivalto capture the growing demand.
  • Fintechs and e-commerce need to rethink engagement strategiesto retain users during periods of high distraction.
  • The travel industry can capitalize on users’ increased interest in experiencesto convert a more engaged audience.

“Carnival isn’t just a cultural phenomenon—it’s a digital disruptor. Our data shows that user behavior changes dramatically across industries, creating both challenges and opportunities for app marketers. Brands that anticipate these trends can turn seasonal spikes into long-term engagement,” said Renata Altemari, Country Manager for AppsFlyer in Brazil.

Understand the reasons to invest in the mobile retail market in 2025

Mobile retail has established itself as one of the most promising segments of digital commerce. With consumers becoming increasingly connected, the use of shopping apps has grown exponentially in recent years, becoming an essential channel for retailers looking to expand their presence and competitiveness.  

According to the Sensor Tower's State of Mobile 2025 report, the segment continues to evolve, driven by changes in consumer behavior, advances in artificial intelligence (AI), and the globalization of e-commerce. Considering the scenario, investing in this type of business is not just an option, but a necessity for companies seeking to innovate and grow.

Continued growth of mobile commerce 

In 2024, consumers spent around $150 billion on apps, a 12.5% increase compared to the previous year. Additionally, the average daily time per user increased to 3.5 hours, and the total hours spent on apps exceeded 4.2 trillion, a 5.8% increase. The data indicates that people not only spent more time on mobile devices but also increased their spending on digital platforms.  

Another relevant factor is the global expansion of marketplaces focused on mobile devices. Companies like Temu and Shein demonstrate how it is possible to scale a business globally through a well-structured digital strategy. However, the success of these models requires an enhanced user experience and efficient integration between physical and digital channels.

Artificial intelligence as a competitive advantage 

The Sensor Tower report also indicates that generative AI applications reached $1.3 billion in global revenue, a significant growth compared to $455 million in 2023. The total number of AI app downloads skyrocketed, reaching 1.5 billion in 2024. In retail, AI enables advanced personalization, more accurate product recommendations, and interactive experiences that increase consumer engagement. Technology also improves operational efficiency by optimizing logistics and inventory management based on predictive data.

Brasil: mercado promissor  

Brazil stands out among the most promising emerging markets, attracting the interest of major international brands. Despite strong competition, there are still many opportunities for companies that understand the peculiarities of Brazilian consumers and can adapt their strategies to cater to both online shopping and brick-and-mortar retail. The integration between channels – physical, web, and mobile devices – is no longer a differentiator, but a strategic necessity. Companies that manage to combine these experiences and offer additional services through apps, such as personalized assistance, loyalty programs, and exclusive content, have the edge.

Digital retail focused on mobile devices represents a great opportunity for companies looking to innovate and expand in 2025. The increase in app usage time, the advancement of AI, and the expansion of global marketplaces are key factors driving the sector's evolution. In Brazil, the growing demand and digital transformation of commerce make the scenario even more favorable for investments. For retailers who have not yet established a presence in this environment, the time to act is now. Adapting to this reality is not just a trend, but an essential requirement to stay competitive.

How digital transformation and the data-driven economy are changing the interaction and personalization of consumer experiences

Customer experience has undergone a radical transformation in the past decade, and with the advancement of digital transformation, companies have been forced to rethink how they engage and personalize interactions with their audience. Today, the modern consumer expects quick and personalized responses, specifically tailored to their desires or consumption needs. But, despite the significant investment in the area, the results often fall short of expectations, with increasingly demanding and even dissatisfied customers with the experience offered, since there is a huge fragmentation of contact channels and communication formats, most of the time still poorly integrated from the user's perspective.

In a scenario where we are constantly bombarded with messages on WhatsApp, interactions on social media platforms like Instagram and TikTok, as well as emails, websites, and in-store service, the customer experience has become a complex and multifaceted challenge.According to a Statista report (2025), the estimated global value of the social commerce market in 2024 was $700 million, approximately 17% of the world's total e-commerce, driven mainly by the adoption of social networks such as Instagram, Facebook, TikTok, and Pinterest. In Brazil, specifically, the scenario is equally encouraging: a PwC survey indicates that about 78% of Brazilian consumers have already purchased a product or service after seeing it on social media.

The hybrid and fast-paced environment requires companies to be present and active across multiple channels (including social platforms), offering a seamless and continuous experience. Omnichannel — the ability to provide an integrated experience across multiple touchpoints — has become a minimum requirement to meet the demands of today's consumer. However, it only became feasible thanks to digital transformation and the integration of customer data usage. In the past, interactions were limited to physical stores and telephone support; today, apps, chats, and social media are essential in a consumer's journey with less and less time (and patience).

The exponential increase in contact channels presents a challenge: how to integrate these points so that the customer feels recognized and valued, regardless of the means through which they contact the brand. Companies need to invest in systems and platforms that promote a unified and cohesive experience, reducing the risk that the customer has to repeat information or perceives themselves as "just another" in the digital crowd.

For example: we are on the verge of TikTok Shop's arrival in Brazil, a new social commerce format that promises to bring a revolution to online shopping for users in segments such as fashion, style, health, and personal care. Recently, it was Temu that arrived in Brazil, significantly transforming the overall e-commerce landscape. How to integrate your brand, in the fast-paced rhythm of daily technological innovations, with the mentioned consumer needs, in favor of a frictionless experience?

Personalization through the use of data

In this journey, personalization is an essential pillar for the evolution of the customer experience. With the massive volume of data generated from each digital interaction, companies can better understand their customers' behavior, preferences, and needs. CRM (Customer Relationship Management) platforms and large-scale data analysis technologies, supported by increasingly powerful and accurate AI, enable companies to build a 360-degree view of the consumer, anticipating their needs and personalizing offers more precisely.

However, data collection and use raise ethical and privacy issues. It is essential for companies to respect data privacy and be transparent about how this data is used. Customer trust can be easily broken if they perceive that their information is used invasively or without clear consent.

Furthermore, personalization should be balanced so that the customer feels valued but not "watched." For example, the use of Artificial Intelligence (AI) to suggest products can be helpful, but it needs to be done subtly so that the customer does not feel invaded. Furthermore, the use of bots and automation in customer service has been a great ally in digital transformation, allowing companies to handle large volumes of interactions quickly and efficiently. However, automation brings a paradox: while it makes service more accessible, it can dehumanize the experience. And here too, AI can be a catalyst for incredible experiences or a destroyer of reputations and value.

While bots can solve simple problems, they often fail in more complex cases, causing customer frustration. The ideal is for companies to use automation to handle routine issues, freeing human support for cases that require more attention and empathy. This not only increases efficiency but also improves customer satisfaction, as they feel heard and valued.

NPS and the challenges of measuring customer satisfaction

To assess customer satisfaction, many companies use the NPS (Net Promoter Score), a metric that indicates the likelihood of the customer recommending the brand. Although it is a valuable indicator, the NPS should not be used in isolation from other factors. Meanwhile, he can provide valuable insights to reveal opportunities for improving the customer experience. Studies show that, despite investments, many customers still feel dissatisfied with the relationship experiences provided by companies, highlighting the growing demand for more personalized experiences and more attentive service. In this context, the NPS, in addition to being a quantitative tool, also provides qualitative data that indicate the need for adjustments. It not only measures satisfaction but also reveals critical points where the service fails to meet the expectations of modern consumers.

Therefore, digital transformation should not only automate and personalize the customer experience but also humanize it, with the support of management tools and indicators. In a world where automation is predominant, human service is even more valuable, as the customer seeks empathy and efficiency, especially in more complex issues and problems.

In this way, companies that manage to combine data, automation, and human service in a cohesive ecosystem, providing a more human and personalized experience, will have an advantage. The key to success is balancing technology and humanization, showing the customer that they are more than a sequence of data — they are an individual with unique needs and desires. The future of customer experience will depend on how companies manage to humanize their digital interactions, turning each contact into an opportunity to strengthen the relationship and create value for the customer. The true innovation will be in the ability to make the customer feel unique and valued in every interaction.

And this, not surprisingly, is one of the most "hot" topics being discussed at SXSW 2025. Because that is where the next frontier of business differentiation resides.

Cainvest launches innovative solution for protecting Bitcoin investments

Cainvest, a financial institution specialized in banking and liquidity services for the institutional cryptocurrency market, announces the launch of an innovative product for investors who wish to invest in Bitcoin securely. The new product protects 85% of the invested capital against devaluation, while also allowing capturing up to 40% of the asset's appreciation.

The news comes as a response to the current volatility of the crypto market, but it continues to attract investors. "We created this structure so investors can take advantage of Bitcoin's appreciation potential without exposing all their capital to the risk of fluctuations. We combine security and return within a robust and efficient model," explains Charles Aboulafia, CEO of Cainvest Group.

Available to private banking investors and traditional international banking platforms, the note can be purchased at any institution that allows the buying of stocks and bonds. Additionally, the product has an ISIN (International Securities Identification Number) code, ensuring greater transparency and ease of trading.

The return on investment occurs at maturity and is paid in US dollars (USD), based on a strategy that combines exposure to Bitcoin and structured derivatives. If the investor wishes to exit before the deadline, there is a possibility of selling in the secondary market, according to market conditions. The 85% capital protection was set to offer a strategic trade-off between security and growth potential. Cainvest also offers notes with 100% protection, but with a lower participation in Bitcoin's rise.

The launch occurs at a time of great activity in the crypto assets sector. In 2024, SEC approval of Bitcoin ETFs boosted institutional capital inflows, leading the asset to reach a record of $100,000 in December. However, the beginning of 2025 brought adjustments: a 14% correction reflected the Federal Reserve's more cautious stance and global economic challenges.

With a global presence and a focus on innovation, Cainvest continues to expand its portfolio of solutions to make the crypto market more accessible and secure for different types of investors. "Our commitment is to offer structured products that combine security and opportunities for appreciation, allowing more investors to participate in the crypto market with peace of mind," concludes Aboulafia.

64% of apps disappoint users, says Eitri survey

Apps are becoming increasingly integrated into people's daily lives, whether to shop, study, or make friends. However, widespread availability does not guarantee satisfaction. users. An internal Eitri survey, using data from user reviews and ratings of over 200,000 general apps, including e-commerce apps, revealed significant insights: 64% disappoint users, while only 18% achieve excellence in quality; shopping apps lead in excellence.

It is worth noting that, of the 205,230 apps analyzed, 131,799 did not have enough reviews for an accurate classification. The categories with the highest percentage of excellence are Books and References (33.72%), Climate (29.60%), and Shopping (29.43%). On the other hand, they face greater challenges regarding satisfaction ofusers: Racing Games (4.94%), Educational Games (4.75%) and Dating (2.16%).

Strengths and weaknesses of apps 

Customers highlight the shopping experience when everything works correctly (18%), convenience as an alternative to physical stores (11%), ease of use (10.3%), and product quality (9%) as positive aspects. This shows that they especially appreciate a journey that is easy, convenient, and offers good products.  

The main weaknesses identified were instability and unsatisfactory app performance (15%), followed by issues in the purchase process (13%), problems related to coupons and discounts (9%), and inconsistencies in shipping (6%). These technical and functional issues negatively impact, representing barriers to retentionusersin environments ofe-commerce

What do users value most? 

Applications that allow users to find products and complete purchases quickly and effortlessly are valued by users, who tend to separate the quality of the items from the experience with the app, indicating that the brand is appreciated regardless of the sales channel. When apps work as expected, logistical efficiency stands out as an important differentiator. Furthermore, economy and discount opportunities are relevant factors in the decision to buy a product.

The catalog's amplitude is also an appreciated aspect, as well as good support that contributes to customer loyalty. The digital channel is perceived as a relevant alternative to physical stores, and flexibility in order completion options is valued. Finally, the app is seen as an extension of the overall brand experience, reinforcing the importance of an efficient and well-structured platform.

“Our research revealed that the market for quality apps remains largely untapped, with a clear distinction between well-designed apps and those that are poorly designed. This distinction not only highlights the need for innovation and excellence in the industry, but also shows that well-reviewed apps tend to gain greater visibility in app stores, directly influencing users’ decisions,” said Guilherme Martins, co-founder of Eitri.

Regulation of Artificial Intelligence: challenges and solutions in the New Digital Era

With the rapid evolution of Artificial Intelligence, the regulation of AI usage has become a central and urgent issue in Brazil. The new technology brings immense potential to innovate and transform various sectors, but also raises critical questions about ethics, transparency, and governance. In the Brazilian context, where digital transformation is advancing at a rapid pace, finding the balance between innovation and appropriate regulation is essential to ensure sustainable and responsible AI development.

In an exclusive interview, Samir Karam, COO of Performa_IT, offers an in-depth analysis on the challenges and emerging solutions in AI regulation, highlighting the importance of balancing innovation and ethics in the technology sector.

The regulation of AI in Brazil is still in the structuring phase, which brings both challenges and opportunities.On the one hand, regulation creates clearer guidelines for responsible technology use, ensuring principles such as transparency and ethics. On the other hand, there is the risk of excessive bureaucracy, which can slow down innovation. The balance between regulation and the freedom to innovate is essential for Brazil to remain competitive in the global scenario,begins Samir Karam, COO of Performa_IT – companyfull service providerof technological solutions, a reference in digital transformation and artificial intelligence.

Shadow AIandDeepfakes: Risks and Solutions

One of the most troubling concepts discussed by Samir Karam is that of “shadow AI”, which refers to the use of artificial intelligence within an organization without proper control or supervision. This practice can lead to various problems, such as data leaks, biased decisions, and security risks.

For example, imagine a marketing team using an AI tool to analyze consumer behavior without approval from IT orcompliance. In addition to exposing the company to legal risks, the unregulated use of this technology can result in the inappropriate collection and analysis of sensitive data, violating users' privacy.

Another scenario is the development of AI algorithms for hiring decisions, which without adequate supervision can reproduce unconscious biases present in the training data, resulting in unfair and discriminatory decisions.

Just like in the case of deepfakes, where created videos or audios use artificial intelligence to manipulate a person's images, sounds, and movements, making it appear as if they are saying or doing something that, in reality, never happened. This technology can be used maliciously to spread misinformation, commit identity fraud, and damage individuals' reputations.

The solutions for theshadow AIanddeepfakes are moving towards creating robust AI governance policies, according to Samir Karam, COO of Performa_IT:

These policies include the implementation of frequent audits to ensure that AI practices are aligned with the organization's ethics and transparency guidelines. Furthermore,The use of tools that detect unauthorized activities and continuously monitor AI systems is essential to prevent abuses and ensure data security.

Samir emphasizes that without these measures, the uncontrolled use of AI can not only undermine consumer trust, but also expose organizations to severe legal and reputational repercussions.

Fake Newsand ethical challenges in AI

The dissemination offake newsAI-generated content is another growing concern."THECombating AI-generated fake news requires a combination of technology and education.Automated verification tools, identification of synthetic patterns in images and texts, as well as labeling of AI-generated content, are important steps. But alsowe need to invest in raising public awareness, teaching them to identify reliable sources and question dubious content”, says Samir.

Ensuring transparency and ethics in AI development is one of the pillars advocated by Samir. He emphasizes thatSome of the best practices include adopting explainable models (XAI – Explainable AI), independent audits, using diverse data to avoid biases, and creating AI ethics committees.

One of the main cybersecurity concerns associated with AI includes sophisticated attacks such asphishing- an attack technique in which criminals attempt to deceive individuals into revealing confidential information, such as passwords and banking data, by impersonating trusted entities in digital communications. These attacks can become even more sophisticated when combined with AI, creating personalized emails and messages that are difficult to distinguish from real ones. To mitigate these risks, Samir suggests thatéFundamentally invest in AI-based detection solutions, implement multi-factor authentication, and ensure that AI models are trained to detect and mitigate manipulation attempts.

Collaboration for Effective AI Policies

Collaboration between companies, governments, and academia is vital for the formulation of effective AI policies. Samir emphasizes thatAI impacts various sectors, so regulation needs to be built collaboratively.Companies bring the practical vision of technology use, governments establish security and privacy guidelines, while academia contributes with research and methodologies for safer and more ethical development.

The multifaceted nature of artificial intelligence means that its impacts and applications vary widely across different sectors, from healthcare to education, including finance and public safety. For this reason, the creation of effective policies requires an integrated approach that considers all these variables.

CompaniesThey are fundamental in this process, as it is they who implement and utilize AI on a large scale. They provideinsightsabout market needs, practical challenges, and the latest technological innovations. The contribution of the private sector helps ensure that AI policies are applicable and relevant in the real-world context.

GovernmentsIn turn, they are responsible for establishing guidelines that protect citizens and ensure ethics in the use of AI. They create regulations that address issues of safety, privacy, and human rights. Furthermore, governments can facilitate collaboration among different stakeholders and promote funding programs for AI research.

AcademiaIt is the third essential piece in this puzzle. Universities and Research Institutes provide a solid theoretical foundation and develop new methodologies to ensure that AI is developed safely and ethically. Academic research also plays a crucial role in identifying and mitigating biases in AI algorithms, ensuring that technologies are fair and equitable.

This tripartite collaboration allows AI policies to be robust and adaptable, addressing both the benefits and risks associated with the use of the technology. A practical example of this collaboration can be seen in public-private partnership programs, where technology companies work together with academic institutions and government agencies to develop AI solutions that adhere to safety and privacy standards.

Samir emphasizes that without this collaborative approach, there is a risk of creating regulations that are disconnected from practical reality or that inhibit innovation.“It is essential to find a balance between regulation and freedom to innovate so that we can maximize the benefits of AI while minimizing the risks,”concludes.

Myths of Artificial Intelligence

In the current scenario, where artificial intelligence (AI) is increasingly present in our daily lives, many myths and misunderstandings arise about its functioning and impact.

To clarify, demystify these points, and conclude the interview, Samir Karam answered several questions in a ping-pong format, addressing the most common myths and providinginsights valuable insights into the reality of AI.

  1. What are the most common myths about artificial intelligence that you encounter and how do you dispel them?

One of the biggest myths is that AI is infallible and completely impartial. In reality, it reflects the data it was trained on, and if there are biases in that data, the AI may reproduce them. Another common myth is that AI means complete automation, when in fact, many applications are just decision-making assistants.

  1. Can AI really replace all human jobs? What is the reality about this?

AI will not replace all jobs, but it will transform many of them. New functions will emerge, requiring professionals to develop new skills. The most likely scenario is a collaboration between humans and AI, where technology automates repetitive tasks and humans focus on what requires creativity and critical judgment.

  1. Is it true that AI can become conscious and take over humanity, as we see in science fiction movies?

Today, there is no scientific evidence that AI can become conscious. Current models are advanced statistical tools that process data to generate responses, but without any form of cognition or own intention.

  1. Are all artificial intelligences dangerous or can they be used for harmful purposes? What should we know about this?

Like any technology, AI can be used for good or for evil. The danger is not in AI itself, but in how it is used. Therefore, regulation and responsible use are so important.

  1. There is a perception that AI is infallible. What are the real limitations of artificial intelligence?

AI can make mistakes, especially when trained with limited or biased data. Furthermore, AI models can be easily fooled by adversarial attacks, where small manipulations in the data can lead to unexpected results.

  1. Is AI just a passing fad or is it a technology that is here to stay?

AI is here to stay. Your impact is comparable to that of electricity and the internet. However, its development is constantly evolving, and we will still see many changes in the coming years.

  1. Are AI systems truly capable of making completely unbiased decisions? How can biases affect algorithms?

No AI is completely impartial. If the data used to train it contains bias, the results will also be biased. The ideal is for companies to adopt bias mitigation practices and conduct regular audits.

  1. Do all AI applications involve surveillance and collection of personal data? What people should know about privacy and AI?

Not all AI involves surveillance, but data collection is a reality in many applications. The most important thing is that users know what data is being collected and have control over it. Transparency and compliance with laws such as the LGPD (General Data Protection Law) and the GDPR (General Data Protection Regulation of the European Union) are essential.

Sompo launches web series that presents solutions aimed at the Logistics & Transportation segment

Sompo, a subsidiary of the company responsible for the insurance and reinsurance operations of the Sompo Holdings Group outside Japan, has just launched the web series “Solutions for Every Move in Your Business, which addresses the company's solutions for the Transport & Logistics segment. Under the concept "experts in protecting your liabilitiesThe insurance company emphasizes in six chapters how it can contribute to risk management and insurance coverage characteristics of this segment. The first episode of the web series is already available on Sompo's YouTube channel and can be watched through the linkhttps://bit.ly/4bfIwsS.

Throughout the episodes, topics such as expertise in risk management consulting and the company's own Cargo Monitoring Center, strategies for using Surety Bonds for cash flow management, the importance of protecting physical structures and Machinery and Equipment, among other aspects, will be presented.

To support the initiative, Innocean, Sompo's advertising agency, developed a media plan to publicize the web series episodes on digital media and news websites in the Logistics & Transportation segment during the first half of 2025.

"We are excited to launch this web series that reflects our commitment to providing effective solutions for the Transport & Logistics sector. Our commitment is to protect operations and ensure business continuity with the expertise of those who have been leaders in the segment since 2017," says Celso Ricardo Mendes, Executive Director of Sompo. Unlike what is commonly seen in the market, which handles insurance branches separately, Sompo has a perspective in its communication and relationship with brokers and clients to present all solutions for each economic activity, so that we can be the partner company for managers in managing the risks inherent to their daily business, he adds.  

"The campaign was developed to disseminate the value proposition created especially for this segment. We want to emphasize to our clients and insurance broker partners that we are by their side in every move of their business, providing customized solutions that anticipate and mitigate risks and are essential for financial protection and operational sustainability," emphasizes Aline Telis, Marketing Manager at Sompo. "We want to further strengthen our relationship with our audience and emphasize that, more than an insurer, we are a true strategic partner for the sustainable growth of Transport & Logistics businesses," he concludes.

Expertise and Leadership

Sompo has been making significant investments to enhance the services that add value to insurance. Since 2017, the company has been a leader in the Transportation Insurance segment, through which it offers a specialized Transportation Risk Management service, which has a unique model recognized by the market. In 2023, it was the first insurer to surpass R$ 1 billion in issued premiums in this sector, further consolidating its leading position. At the beginning of 2024, R$ 5 million was invested in expanding the infrastructure of the company's own Monitoring Center, the first in the market under this management model, which doubled its capacity to serve clients in real-time cargo monitoring and now occupies an area of approximately 655.72 m². In 2024 alone, approximately R$132 billion in transported loads were monitored across more than 230,000 trips. A new Artificial Intelligence tool was also implemented to support the provision of historical data that assists specialists in making accurate risk underwriting decisions. The company has the Fast Track for Cargo Transportation Claims, which speeds up processes and allows for claims to be compensated in an average of 11 days. The Fast Sompo Service is also available, a service that enables the rapid provision of technological Risk Management tools, such as bait, immobilizers, and armored bodies, among others.

Market

According to the Profile of Logistics Operators survey conducted by the Brazilian Association of Logistics Operators (ABOL) on behalf of the Logistics and Supply Chain Institute (ILOS), the 1,300 companies operating in this sector handle around R$ 192 billion and generate approximately 2.3 million direct and indirect jobs. Logistics Operators (LOs) serve more than 20 different economic sectors in the country and are positioned at various links in the supply chain.

Compared to 2020, the sectors that saw the greatest increase in OL presence in 2024 were Beverages, Automotive and Auto Parts, Metalworking, and Clothing and Textiles. The study mapped approximately 30 activities within the logistical functions performed by OLs, including transportation across all modes, warehousing, inventory control, supply of production lines, among others.

Data from the Superintendence of Private Insurance (SUSEP) indicate that the Transport Insurance sector moved more than R$6.2 billion in Insurance Premiums in the period from January to December 2024, which represents a growth of 6% compared to the R$5.8 billion recorded in the same period of 2023.

It is worth noting that the Transport insurance branch is only related to policies that aim to compensate for any damages caused to the insured goods during their transportation on water, land and air journeys, on national and international routes (Shipper's insurance, owner of the cargo) or that cover losses for which the carrier is responsible, such as collision, rollover, ramming, fire or explosion of the transporting vehicle (Carrier's insurance).

The list of coverages to be considered in the OLs Insurance Plans also includes modalities such as Guarantee Insurance (aimed at providing legal guarantees or protection in contracts), Property Insurance (aimed at facilities), Machinery & Equipment (aimed at machinery such as forklifts, pallet trucks, conveyor belts, etc.), among others.

Bets, debt and fraud: the other side of the expansion of payroll loans

The federal government's proposal to create a platform for payroll loans aimed at workers with formal employment contracts (CLTs) – which could come to fruition this year – brings with it the promise of democratizing credit and also sheds light on a series of issues that could worsen the Brazilian population's debt and deepen structural problems related to the unbridled supply of low-cost credit – and the famous “bets”, or betting sites, represent one of the biggest challenges in this regard.

Added to this is the fact that the platform can further increase the number of scam cases using the payroll loan mechanism - although this information has not been recorded in the last two years, in 2022 Brazilian Procons registered a volume of 57,874 complaints of scams involving payroll loans - which was equivalent to more than six complaints per hour.

In this risky recipe, we also add the problem of Brazilian families' indebtedness. Although it has decreased by 0.9 percentage points in one year, according to data from the National Confederation of Commerce of Goods, Services, and Tourism (CNC) released at the end of January, workers' greater exposure to credit may create a debt spiral linked, precisely, to bets.

The problem with betting: far from over

"bets" are how sports betting sites became known, which also paved the way for a new type of betting site, online casinos – commonly called "Jogo do Tigrinho". The problem is that Law 13,756/2018, which authorized betting companies, also set a maximum deadline of four years for the Ministry of Finance to regulate the activity, which did not happen. The result is that these companies operate within a "regulatory limbo," without clear rules.

Without clear rules and with considerable advertising reach, especially on social media, betting games have become an epidemic. In 2024, Brazilian families wagered around R$ 240 billion on bets – leading more than 1.8 million people to default due to virtual betting. Lower-income families, according to CNC, were the most affected: in January of last year, they accounted for 26% – by December, this number reached 29%.

In a context where credit is widely easily accessible and risk analysis is not always thorough, many workers may be led to use payroll loans to gamble on online games. Obviously, this can lead to an even greater increase in debt, with workers resorting to new credit operations to pay off previous debts, creating a negative spiral of financial dependence. Recent research by SPC Brasil, in partnership with the National Confederation of Shop Managers (CNDL), indicates that the percentage of default among consumers who repeatedly resort to this type of loan has increased significantly, reinforcing the idea that easy access, without responsible financial management, can turn credit into a high-risk instrument.

Moreover, some research indicates that up to 60% of users of gambling platforms may use credit money, including payroll loans, for betting. And to make the situation even more dramatic, the overdue volume in payroll-deductible credit for private sector workers increased by 0.8 percentage points between 2023 and 2024, according to the Central Bank.

Fraud and payroll loans

Recent data from the Central Bank indicate that the volume of payroll loan operations has grown rapidly in recent years, reaching levels that require more rigorous monitoring by financial institutions and intermediary platforms.

The issue becomes more serious when one takes into account that, for the payroll loan platform to operate on a large scale, banks and financial institutions will be required to adopt increasingly robust anti-fraud measures.

The digitalization of financial services has shown, in recent years, a significant increase in cases of electronic fraud, often sophisticated and difficult to detect. Thus, the need to invest in technology and cybersecurity systems becomes imperative to mitigate risks that could compromise not only consumers' financial health but also the stability of the financial system as a whole.

Furthermore, centralizing operations on a single platform can create an environment conducive to internal fraud and data manipulation. Automation and system integration, when not accompanied by robust internal control, create opportunities for malicious agents to exploit vulnerabilities, offering a scenario where the damage can be twofold: on one hand, the worker finds themselves in debt that will compromise their income, and on the other hand, the financial institution may become a victim of fraud that increases operational costs.

In addition to technology, banks will also need to rely on credit formalization services, in which the granting and management of these loans are carried out in a transparent and secure manner. The formalization of payroll-deductible credit involves a thorough verification of the applicants' data, ensuring that loans are granted only to workers who meet specific eligibility criteria. This process includes the analysis of documents, such as proof of income and credit history, to ensure that beneficiaries have the capacity to meet the payments.

Ultimately, the path forward must be guided by transparency, responsibility and the search for a balance between technological innovation and the protection of consumer rights.

The payroll-deductible loan platform can, without a doubt, offer significant benefits, but these benefits cannot be achieved at the expense of workers' financial well-being. It is imperative that each operation be accompanied by a thorough analysis, that anti-fraud measures be constantly reviewed and updated, and that consumers have access to clear and accurate information about the risks and conditions of the credit contracted.

In this way, we can turn easier access to credit into a tool for inclusion and development, rather than an instrument that inadvertently deepens indebtedness and economic instability. The construction of a safer and more sustainable financial environment necessarily involves dialogue among all stakeholders and the implementation of measures that are up to the challenges imposed by the digital age.

Caught up in the hype, 45% of companies have yet to explore AI’s full potential

Although artificial intelligence (AI) will continue to be one of the central topics in business discussions in 2025, almost half of companies (45%) do not have a specific strategy focused on the tool, as indicated by a recent survey published by ISC², an organization specialized in training for cybersecurity professionals.

“This means that, in practice, this gap prevents most companies from transforming AI into a competitive advantage. It creates a limited innovation cycle, which can be vulnerable to more advanced competitors,” comments Vera Thomaz, CMO (Chief Marketing Officer) yesYou are welcome., distributor of technological solutions for the B2B market.

Among the factors that lead to this scenario, we can highlight training and professional qualification, since AI requires specialized labor to be implemented and effectively utilized. Another barrier is the difficulty of integrating AI throughout the supply chain, mainly due to limited technological infrastructure.

“Without a solid and adaptable technological foundation, it becomes challenging to process large volumes of data and implement advanced solutions effectively. The lack of standardization and consistency in databases, combined with the dependence on old and inflexible systems, also makes the insertion of AI time-consuming, complex and expensive,” continues Vera.

Furthermore, there are still doubts and uncertainties regarding the regulation and ethics of this type of technology, with concerns focused on the risk of data leaks, causing hesitation among some Brazilian entrepreneurs. But, contrary to what is thought, digital security is another area enhanced through AI. Currently, there are multiple artificial intelligence models on the market that can facilitate real-time fraud detection and cyber threat identification, protecting both company and customer data.

This type of technology also has the potential to optimize complex processes, perform predictive analyses, identify risks, standardize and structure information dynamically, representing a strong competitive advantage, especially in terms of productivity.

“Companies that are investing in training, modernizing and integrating AI into their operations will be one step ahead of the competition, achieving greater agility, innovation and profitability in the market,” concludes the CMO.

'AI Agent' emerges as an evolution of artificial intelligence and can solve up to 80% of customer service problems

In the universe of artificial intelligence, a new wave is approaching rapidly. They are AI agents that perform increasingly complex tasks and make autonomous decisions. In customer service, this evolution is viewed favorably. By 2029, this technology will resolve 80% of common customer service issues without human intervention, according to a recent projection by consulting firm Gartner.

While traditional chatbots, for example, are mechanical and follow predefined scripts, the AI agent can act autonomously to make online purchases on its own based on human commands, for example.

For the customer service sector, this means a new way of engagement, facilitating attendants' service with productivity and automation of interactions, and reducing operational costs for companies. However, it will also change the communication made by consumers.

“This transition will impact the way customers communicate with the company, as they will also have access to the artificial intelligence agent. Consumers will be able to use it to clarify doubts, request exchanges and returns, and make complaints on their behalf. This scenario requires strategic adaptation on both sides, so that the relationship is not affected and problem-solving is practical,” comments Oswaldo Garcia, CEO ofNeoAssist, a leading platform in omnichannel service and owner of Núb.ia artificial intelligence.

Thus, Gartner's study also addresses that, based on this new behavior, it will be necessary to adapt service not only for human clients but also for "machine clients." This directly implies prioritizing automation, as the volume of interactions may change. This could be the beginning of a major shift in conversational AI, which is no longer just a customer support tool but is permeating other operational and relationship levels.

“The market is betting that AI agents will be the next evolution of technology, and the forecast is that in four years’ time we will already be able to see the results of its use. Until then, our mission is to prepare the ground to deliver the best experience to customers, whether or not they use AI during their purchasing journeys,” adds the CEO of NeoAssist.

Innovation and AI mark talks at Web Summit Rio

The next steps of AI have been highlighted at major events. From April 27 to 30, the Web Summit Rio will take place, and among the talks, there are no shortages of topics involving artificial intelligence. From finance and ESG to design, as well as the role of AI agents.

Keeping an eye on the latest in technology,customer experience and artificial intelligence, NeoAssist is one of the companies that will be present at the event. Visitors will be able to chat with the team and executives of the brand to network, discuss the importance of omnichannel vision in customer service, and learn about Núb.ia — proprietary AI that suggests, summarizes, and analyzes consumer sentiments in customer service.

Web Summit Rio

Data: April 27-30

Local: Riocentro Convention & Events Center – Rio de Janeiro (RJ)

Site: Link

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