Edenred, digital platform for services and payment methods, celebrated the third edition of CX Week, week in which the company proposes to collaborating individuals a series of actions aimed at customer experience. In total, there were more than 2 thousand hours dedicated to the event, that included the participation of the Benefits and Engagement teams (Ticket), Mobility (Edenred Ticket Log, Edenred Repom and Taggy) and Payment Solutions and New Markets, with the participation of the brand Punto. The 2024 CX Week had 30% more participants compared to last year, being an important opportunity for our collaborating people to better understand the needs of the clients. The involvement of all areas is essential to promote a customer-centered culture, comment Gilles Coccoli, president of Edenred Brazil
A CX Week 2024, what happened in October, reinforced Edenred's value of Enriching Connections for good and forever. For Good. We are convinced that the satisfaction of our employees with Edenred positively impacts the experience they provide to customers in every daily interaction. This generates not only good results in the present, but also builds a future where excellence becomes the norm. In this context, customer loyalty is earned not only through the services we provide, but by the personalized experience we provide, пояснює виконавчий
On Ticket, conversation wheels promoted an immersion for their collaborating people, in order to connect them to client companies and users, who were able to share their experiences with the brand's solutions. "This was the most praised activity and with the highest participation from the teams", for providing connection and the opportunity to hear directly from customers their perspective on solutions and experiences with the brand, comment Coccoli. Another action was the "CX Phone", a landline phone, placed at the office entrance, that played a few times a day. When being attended to, he invited the person to answer a quiz about CX, revealed a prize or connected a call directly from the customer service center, to understand how the channel works
The business line also featured a lecture by Marcone Siqueira, CEO and co-founder of The Bakery, reference in corporate strategy and innovation,about how artificial intelligence can be used in favor of managing new work models, and Suzie Clavery, Chief Human Resources Officer for Latin America at Total Pass, that addressed the importance of having an engaged employee, actions that can be implemented in the company with this goal and how having a happy internal team reflects on the positive experience of the external customer
The Mobility business line used the slogan "Connections that Inspire" and bet, throughout the week, in a round table to reinforce with the team the importance of customer experience and the impact that having people at the center of the business has on the company's results, in addition to the metrics to monitor CX and EX actions and the challenges of these relationships. Also carried out an activity that revisited with the collaborating people the entire business structure, of mapping the customer profile to success cases and conducted question and answer dynamics with the aim of instilling the concept of customer centricity in people
In partnership with The Bakery, the Mobility team also held lectures that addressed topics such as: the customer experience landscape as a more tangible model, e as lições aprendidas com a implementação de CX em produtos/serviços. "Leadership works on the theme daily", strengthening the culture for the internal team in day-to-day activities, but it is very important for us to have this time especially dedicated to the subject, when everyone leans over the cases, promote debate, clear doubts, learn from the challenges. The company and the professionals only stand to gain from the initiative, the president of Edenred Brazil
In Payment Solutions and New Markets, the Punto team dedicated itself to incentive actions for the sales and customer service teams, rewarding the collaborative people who had the best NPS service score during the month of October, aiming to reinforce the importance of excellent service. Furthermore, the brand called the other teams to become part of the commercial for a day, through calls with clients to assess and understand perceptions of what could be improved. In one of the actions, people who work at a logistics partner of Punto also had the opportunity to directly contact the brand's customers to gather their perceptions about receiving the machines and their first interactions with the terminals
