{"id":570710,"date":"2025-05-06T04:00:32","date_gmt":"2025-05-06T11:00:32","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&#038;p=570710"},"modified":"2025-05-05T12:45:00","modified_gmt":"2025-05-05T19:45:00","slug":"relatorio-da-genesys-revela-que-consumidores-brasileiros-valorizam-experiencias-empaticas-e-abandonam-marcas-que-nao-atendem-suas-expectativas","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/pt-br\/company\/newsroom\/announcements\/relatorio-da-genesys-revela-que-consumidores-brasileiros-valorizam-experiencias-empaticas-e-abandonam-marcas-que-nao-atendem-suas-expectativas","title":{"rendered":"Relat\u00f3rio da Genesys revela que consumidores brasileiros valorizam experi\u00eancias emp\u00e1ticas e abandonam marcas que n\u00e3o atendem suas expectativas"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1572299908147{padding-bottom: 0px !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text css=&#8221;&#8221; el_class=&#8221;pre_h1&#8243;]05\/06\/2025[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1><span class=\"TextRun MacChromeBold SCXW195017182 BCX0\" lang=\"PT-BR\" xml:lang=\"PT-BR\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW195017182 BCX0\">Relat\u00f3rio da <\/span><span class=\"NormalTextRun SpellingErrorV2Themed SCXW195017182 BCX0\">Genesys<\/span><span class=\"NormalTextRun SCXW195017182 BCX0\"> revela que consumidores brasileiros valorizam experi\u00eancias emp\u00e1ticas e abandonam marcas que n\u00e3o atendem suas expectativas<\/span><\/span><span class=\"EOP SCXW195017182 BCX0\" data-ccp-props=\"{&quot;335551550&quot;:2,&quot;335551620&quot;:2}\">\u00a0<\/span><\/h1>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\">\n<h2><i><span data-contrast=\"auto\">O relat\u00f3rio \u201cO Cen\u00e1rio da Experi\u00eancia do Cliente na Am\u00e9rica Latina\u201d destaca as expectativas dos consumidores brasileiros e os desafios enfrentados pelas empresas na economia da experi\u00eancia.<\/span><\/i><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\">\n<h2><i><span data-contrast=\"auto\">70% dos consumidores brasileiros ouvidos apontam que se sentir ouvidos e compreendidos \u00e9 o aspecto mais importante no relacionamento com marcas.<\/span><\/i><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"14\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\">\n<h2><i><span data-contrast=\"auto\">L\u00edderes de CX no Brasil preveem investir cerca de 40% de seus or\u00e7amentos em tecnologias de intelig\u00eancia artificial nos pr\u00f3ximos 12 meses.<\/span><\/i><span data-ccp-props=\"{}\">\u00a0<\/span><\/h2>\n<\/li>\n<\/ul>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section css=&#8221;.vc_custom_1572297878492{padding-top: 0px !important;}&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<b><span data-contrast=\"auto\">S\u00e3o Paulo, 6 de maio de 2025 \u2014 <\/span><\/b><span data-contrast=\"auto\">\u00c0 medida que as expectativas dos consumidores seguem em alta na chamada economia da experi\u00eancia, cresce tamb\u00e9m a press\u00e3o sobre as empresas para acompanharem esse ritmo<\/span><b><span data-contrast=\"auto\">. <\/span><\/b><span data-contrast=\"auto\">Segundo uma nova pesquisa da <\/span><a href=\"https:\/\/www.genesys.com\/pt-br\"><span data-contrast=\"none\">Genesys<\/span><\/a><span data-contrast=\"auto\">\u00ae, 44% dos l\u00edderes de experi\u00eancia do cliente (CX) no Brasil apontam o desafio de acompanhar esse aumento nas expectativas como um dos principais obst\u00e1culos em suas opera\u00e7\u00f5es. Ao mesmo tempo, 70% dos consumidores brasileiros dizem valorizar fortemente quando marcas preferidas os escutam e compreendem seus objetivos.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Focados em entregar experi\u00eancias que superem essas expectativas, os l\u00edderes de CX no Brasil afirmam que pretendem investir cerca de 40% de seus or\u00e7amentos em tecnologias de CX impulsionadas por intelig\u00eancia artificial ao longo dos pr\u00f3ximos 12 meses.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Esses insights fazem parte do novo relat\u00f3rio <\/span><b><span data-contrast=\"auto\">\u201c<\/span><\/b><a href=\"http:\/\/genesys.com\/pt-br\/resources\/state-of-cx-latam\"><b><span data-contrast=\"none\">O Cen\u00e1rio da Experi\u00eancia do Cliente na Am\u00e9rica Latina<\/span><\/b><\/a><b><span data-contrast=\"auto\">\u201d<\/span><\/b><span data-contrast=\"auto\">, publicado hoje pela Genesys \u2014 l\u00edder global em orquestra\u00e7\u00e3o de experi\u00eancias com IA em nuvem. O estudo analisa a evolu\u00e7\u00e3o das expectativas dos consumidores e das prioridades dos l\u00edderes de CX no Brasil e na regi\u00e3o, e refor\u00e7a como experi\u00eancias de qualidade est\u00e3o diretamente ligadas \u00e0 fidelidade do cliente.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Um dado importante: 93% dos consumidores brasileiros concordam que \u201cuma empresa s\u00f3 \u00e9 t\u00e3o boa quanto seu atendimento\u201d. E mais: 34% deixaram de consumir produtos ou servi\u00e7os de uma marca no \u00faltimo ano ap\u00f3s uma experi\u00eancia ruim.\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cOs brasileiros querem ser vistos, ouvidos e compreendidos pelas marcas \u2014 e n\u00e3o hesitam em buscar alternativas quando isso n\u00e3o acontece,\u201d afirma Amanda Andreone, country manager da Genesys Brasil. \u201cEste relat\u00f3rio traz insights valiosos para empresas que desejam se destacar em um mercado onde a empatia \u00e9 essencial. Organiza\u00e7\u00f5es que investem em tecnologias como IA para orquestrar jornadas e oferecer intera\u00e7\u00f5es emp\u00e1ticas estar\u00e3o mais preparadas para conquistar a lealdade dos clientes e gerar resultados reais.\u201d\u00a0<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Este relat\u00f3rio oferece insights valiosos para empresas que buscam se destacar na Am\u00e9rica Latina entre um p\u00fablico consumidor que valoriza fortemente a empatia. Organiza\u00e7\u00f5es que investem em tecnologias como a intelig\u00eancia artificial para orquestrar jornadas do cliente e proporcionar intera\u00e7\u00f5es emp\u00e1ticas estar\u00e3o melhor posicionadas para oferecer experi\u00eancias que geram lealdade e impulsionam resultados de neg\u00f3cios.\u201d<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"auto\">Principais descobertas entre os consumidores brasileiros:<\/span><\/b><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">CX impacta diretamente nos resultados: <\/span><\/b><span data-contrast=\"auto\">64% dos consumidores brasileiros trocariam de marca ap\u00f3s cinco ou menos experi\u00eancias negativas. Nos \u00faltimos 12 meses, 36% alertaram outras pessoas sobre uma empresa ap\u00f3s uma m\u00e1 experi\u00eancia, enquanto 45% recomendaram uma marca ap\u00f3s uma experi\u00eancia positiva.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Consumidores querem ser ouvidos e lembrados: <\/span><\/b><span data-contrast=\"auto\">al\u00e9m de serem ouvidos, os clientes tamb\u00e9m querem ser reconhecidos. 58% valorizam n\u00e3o ter que repetir informa\u00e7\u00f5es e 53% consideram essencial que a marca conhe\u00e7a seu hist\u00f3rico de atendimento.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Resolver na primeira tentativa \u00e9 prioridade: <\/span><\/b><span data-contrast=\"auto\">59% dos entrevistados valorizam experi\u00eancias em que seus problemas s\u00e3o resolvidos logo no primeiro contato.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Apps de mensagens s\u00e3o o canal favorito: <\/span><\/b><span data-contrast=\"auto\">62% dos brasileiros colocam os aplicativos de mensagem entre seus tr\u00eas canais preferidos para se comunicar com marcas \u2014 mais que o dobro da m\u00e9dia global (29%). Telefone e e-mail aparecem empatados em segundo lugar, com 39%.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"16\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"5\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Tempo de espera ainda \u00e9 um problema: <\/span><\/b><span data-contrast=\"auto\">embora 74% considerem aceit\u00e1vel esperar no m\u00e1ximo 5 minutos, mais de 90% enfrentaram tempos superiores no \u00faltimo ano. 35% chegaram a esperar 30 minutos ou mais para falar com um atendente.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><b><span data-contrast=\"auto\">Principais descobertas entre os l\u00edderes de CX:\u00a0<\/span><\/b><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">IA ser\u00e1 foco de investimento em 2025: <\/span><\/b><span data-contrast=\"auto\">os l\u00edderes brasileiros esperam um aumento m\u00e9dio de 22% no or\u00e7amento total de CX \u2014 e planejam destinar cerca de 40% desse valor a tecnologias baseadas em IA, com foco em experi\u00eancias mais orquestradas e emp\u00e1ticas.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Alta rotatividade nas equipes de atendimento: <\/span><\/b><span data-contrast=\"auto\">o Brasil apresenta \u00edndice de rotatividade de 37% em contact centers \u2014 acima da m\u00e9dia global (33%) e latino-americana (26%). Melhorar a experi\u00eancia do colaborador e investir em tecnologias de suporte, como IA e copilotos, pode ser um diferencial.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Silos e ferramentas desconectadas ainda travam a jornada do cliente: <\/span><\/b><span data-contrast=\"auto\">40% dos l\u00edderes apontam que departamentos isolados e solu\u00e7\u00f5es n\u00e3o integradas dificultam a entrega de experi\u00eancias flu\u00eddas.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"17\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Qualidade dos dados e integra\u00e7\u00e3o de sistemas s\u00e3o prioridades: <\/span><\/b><span data-contrast=\"auto\">60% planejam melhorar a estrutura e a qualidade dos dados; 52% pretendem implementar uma plataforma de CX que integre sistemas; e 40% pretendem migrar sua tecnologia de CX para a nuvem nos pr\u00f3ximos dois anos \u2014 refor\u00e7ando o avan\u00e7o da transforma\u00e7\u00e3o digital no setor.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-ccp-props=\"{}\">\u00a0<\/span><span data-contrast=\"auto\">Saiba mais sobre o cen\u00e1rio da experi\u00eancia do cliente no Brasil e na Am\u00e9rica Latina acessando o relat\u00f3rio completo <\/span><a href=\"http:\/\/genesys.com\/pt-br\/resources\/state-of-cx-latam\"><span data-contrast=\"none\">aqui<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\n<p><span data-contrast=\"auto\">Para a vis\u00e3o global, acesse o relat\u00f3rio \u201cO Cen\u00e1rio da Customer Experience\u201d completo <\/span><a href=\"https:\/\/www.genesys.com\/resources\/state-of-cx\"><span data-contrast=\"none\">aqui<\/span><\/a><span data-contrast=\"auto\">.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-contrast=\"auto\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">Research methodology: Genesys collaborated with an independent research firm to survey 5,232 consumers and 1,181 CX decision makers in more than 16 countries, including 385 consumers and 63 CX leaders in Brazil, and 1,068 consumers and 177 customer experience decision makers in Latin America. The survey was conducted between September and October 2024.<\/span><\/span><\/span><span data-ccp-props=\"{&quot;134233117&quot;:true,&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><b><span data-contrast=\"none\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">About Genesys\u202f<\/span><\/span><\/span><\/b><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX for organizations of all sizes, enabling them to deliver empathetic, personalized experiences at scale. As the trusted platform born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate themselves with the right customer experience at the right time, while driving greater workforce engagement, efficiency and operational improvements. Visit\u202f <\/span><\/span><\/span><a href=\"http:\/\/www.genesys.com\/\"><span data-contrast=\"none\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">www.genesys.com<\/span><\/span><\/span><\/a><span data-contrast=\"none\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\"> .<\/span><\/span><\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><span data-contrast=\"none\"><span style=\"vertical-align: inherit;\"><span style=\"vertical-align: inherit;\">\u00a9 2025 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr, and AppFoundry are trademarks, service marks, and\/or registered trademarks of Genesys. All other company names and logos may be trademarks or registered trademarks of their respective companies.<\/span><\/span><\/span><span data-ccp-props=\"{&quot;134233118&quot;:true,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Janelle Dickerson<\/span><span data-ccp-props=\"{&quot;335559739&quot;:0}\"><br \/>\n<\/span><a href=\"mailto:Janelle.Dickerson@genesys.com\"><span data-contrast=\"none\">Janelle.Dickerson@genesys.com<\/span><\/a><span data-ccp-props=\"{&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"none\">Jeffrey Group<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335557856&quot;:16777215,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\"><br \/>\n<\/span><a href=\"mailto:genesys@jeffreygroup.com\"><span data-contrast=\"none\">genesys@jeffreygroup.com<\/span><\/a>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section full_width=&#8221;stretch_row&#8221; css=&#8221;.vc_custom_1572299908147{padding-bottom: 0px !important;}&#8221;][vc_row equal_height=&#8221;yes&#8221; content_placement=&#8221;middle&#8221;][vc_column][vc_column_text css=&#8221;&#8221; el_class=&#8221;pre_h1&#8243;]05\/06\/2025[\/vc_column_text][vc_column_text css=&#8221;&#8221;] Relat\u00f3rio da Genesys revela que consumidores brasileiros valorizam experi\u00eancias emp\u00e1ticas e abandonam marcas que n\u00e3o atendem suas expectativas\u00a0 O relat\u00f3rio \u201cO Cen\u00e1rio da Experi\u00eancia do Cliente na Am\u00e9rica Latina\u201d destaca as expectativas dos consumidores brasileiros e os desafios enfrentados pelas empresas na economia da experi\u00eancia.\u00a0 [&hellip;]<\/p>\n","protected":false},"author":942,"featured_media":0,"template":"","class_list":["post-570710","announcements","type-announcements","status-publish","hentry"],"acf":{"news_date":"05\/06\/2025","meta_title":"","meta_description":"","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false},"news_date":"2025-05-06","_links":{"self":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/announcements\/570710","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/users\/942"}],"version-history":[{"count":2,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/announcements\/570710\/revisions"}],"predecessor-version":[{"id":570753,"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/announcements\/570710\/revisions\/570753"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/media?parent=570710"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}