An innovative concept is transforming the way companies approach customer experience in Brazil. The Universal Customer Experience (UCE), or Universal Customer Experience, has been gaining prominence in the country, following a trend already established in markets like the United States, where the subject is already addressed as a discipline in various marketing universities
The UCE visa organizes the customer lifecycle comprehensively, covering all stages, processes, practices and technologies necessary to ensure a healthy business relationship, sustainable and long-term. The goal is to provide a continuous and consistent experience for the customer
Alberto Jr., CEO of Poli Digital, Goian company specialized in corporate communication, explain that UCE goes beyond simple automation and centralization of messages received through digital channels. "The UCE concept is a kind of responsibility taken by the company to look at the customer journey horizontally", without treating each moment of this relationship in isolation. This includes all stages: capturing, service, sale, "value delivery and post-sale", affirms
The specialist emphasizes the importance of service quality in user loyalty and business growth. He cites research showing that 86% of consumers are willing to pay more for a better customer experience, according to PwC, and that 76% of customers expect companies to understand their needs and expectations, according to a study by Salesforce
"UCE practices play a crucial role in converting leads into actual customers". Satisfied customers become brand advocates, sharing your positive experiences, what is essential for the reputation and growth of the company, emphasizes Alberto Filho
Among the challenges for the implementation of UCE in Brazil, the CEO of Poli Digital emphasizes the need for a cultural transformation within organizations. The simple acquisition of new marketing and sales technologies does not guarantee a successful customer journey. All sectors, from customer service to product development, "must be aligned with the philosophy of the UCE", concludes
The adoption of the concept of Universal Customer Experience promises to revolutionize the way Brazilian companies interact with their customers, focusing not only on technology, but also the organizational culture and the commitment to the quality of service at all stages of the customer journey
