{"id":572848,"date":"2025-05-16T07:12:28","date_gmt":"2025-05-16T14:12:28","guid":{"rendered":"https:\/\/www.genesys.com\/webinars\/year-in-review-what-went-wrong-in-cx"},"modified":"2025-07-07T03:50:29","modified_gmt":"2025-07-07T10:50:29","slug":"year-in-review-what-went-wrong-in-cx","status":"publish","type":"webinars","link":"https:\/\/www.genesys.com\/pt-br\/webinars\/year-in-review-what-went-wrong-in-cx","title":{"rendered":"Retrospectiva do Ano: O que deu errado em CX?"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;]<br \/>\nwebinar on-demand<br \/>\n[\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8221;]<\/p>\n<h1 class=\"h2\">Retrospectiva do Ano:<br \/>\nO que deu errado em CX?<\/h1>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]Descubra o que deu errado na experi\u00eancia do cliente (CX) em 2024 \u2014 e como ajustar sua estrat\u00e9gia para atender ao que os clientes realmente desejam em 2025.[\/vc_column_text]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  \" ><div class=\"card-body\"><h4>Assista \u00e0 sess\u00e3o agora e:<\/h4>\n<p>\u2022 Entenda como as expectativas dos consumidores est\u00e3o mudando.<br \/>\n\u2022 Descubra como IA e plataformas em nuvem podem transformar a experi\u00eancia do cliente.<br \/>\n\u2022 Conhe\u00e7a as melhores pr\u00e1ticas para oferecer experi\u00eancias personalizadas e sem fric\u00e7\u00f5es.<\/p>\n<\/div><\/div>[\/vc_column][vc_column width=&#8221;1\/2&#8243; 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placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701Ht000001CSkEIAW\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"Attended On-Demand\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/572848?thankyou=572848&page_type=webinars&page_attr=Video%3BBest%20Practice%3BCustomer\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/572848\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"ondemand-webinar\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"pt-br\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/pt-br\/wp-json\/wp\/v2\/webinars\/572848\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"572848\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nome\">\n        <label for=\"fe190\">Nome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Sobrenome\">\n        <label for=\"fe191\">Sobrenome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">Vice Presidente<\/option><option 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value=\"Unknown\">Desconhecida<\/option>\n        <\/select>\n        <label for=\"fe218\">Fun\u00e7\u00e3o<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefone\">\n        <label for=\"fe215\">Telefone<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Estado<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Cidade\">\n        <label for=\"fe226\">Cidade<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Cargo\">\n        <label for=\"fe220\">Cargo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Servi\u00e7os banc\u00e1rios<\/option><option value=\"Business Services\">Presta\u00e7\u00e3o de servi\u00e7os a empresas<\/option><option value=\"Capital Markets\">Mercado de Capitais<\/option><option value=\"Communications\">Ag\u00eancia de Comunica\u00e7\u00e3o<\/option><option value=\"Consumer Products\">Bens de Consumo<\/option><option value=\"Defense & Intelligence\">Defesa & Intelig\u00eancia<\/option><option value=\"Education & Non-Profit\">Educa\u00e7\u00e3o<\/option><option value=\"Energy & Utilities\">Energia & Utilities<\/option><option value=\"Entertainment\">Entretenimento<\/option><option value=\"Government\">Governo<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Bioci\u00eancia<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Provedores<\/option><option value=\"Retailers\">Varejo<\/option><option value=\"Technology\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Viagem & Hospedagem<\/option><option value=\"Retail Banking\">Banco de Varejo<\/option><option value=\"Other\">Outro<\/option>\n        <\/select>\n        <label for=\"fe221\">Ind\u00fastria<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Apenas pesquisando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de neg\u00f3cios<\/option><option value=\"Comparing solutions\">Comparando solu\u00e7\u00f5es<\/option><option value=\"Ready for a conversation\">Pronto para uma conversa<\/option>\n        <\/select>\n        <label for=\"fe222\">N\u00edvel de Interesse<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">Entre 1 e 20<\/option><option value=\"21-50\">De 21 a 50<\/option><option value=\"51-100\">De 51 a 100<\/option><option value=\"101-300\">De 101 a 300<\/option><option value=\"301-500\">De 301 a 500<\/option><option value=\"501-1000\">De 501 a 1.000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Sem contact center<\/option><option value=\"Don't Know\">N\u00e3o sei<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de posi\u00e7\u00f5es de agentes<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">Sim. Gostaria de receber informa\u00e7\u00e3o sobre a Genesys via e-mail ou telefone.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Gostaria de ser contatado por um especialista do CX.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"OFF\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Assista agora\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Assista agora\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section sec_modern_width=&#8221;enable&#8221; content_placement=&#8221;middle&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column background_color=&#8221;bgc-lgray&#8221; width=&#8221;7\/12&#8243;][vc_row_inner css=&#8221;.vc_custom_1742491904802{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8221;][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: left;\">Pr\u00e9via<\/h4>\n<p>[\/vc_column_text][vc_column_text css=&#8221;&#8221;]As expectativas dos clientes est\u00e3o em constante evolu\u00e7\u00e3o \u2014 mas nem todas as empresas est\u00e3o acompanhando esse ritmo.<\/p>\n<p>Segundo o relat\u00f3rio O Cen\u00e1rio da Experi\u00eancia do Cliente, 72% dos consumidores valorizam se sentir compreendidos ao interagir com suas marcas favoritas. No entanto, apenas 16% dos l\u00edderes de CX afirmam oferecer um atendimento omnichannel \u2014 essencial para proporcionar experi\u00eancias personalizadas e sem esfor\u00e7o.<\/p>\n<p>Ser\u00e1 que a sua empresa est\u00e1 atendendo ao padr\u00e3o que gera lealdade?<\/p>\n<p>Participe do webinar com Shep Hyken e Harry Folloder enquanto eles exploram os principais gaps de CX identificados em 2024 e apresentam solu\u00e7\u00f5es com base no relat\u00f3rio O Cen\u00e1rio da Experi\u00eancia do Cliente.<\/p>\n<p>Voc\u00ea tamb\u00e9m vai aprender como alinhar sua estrat\u00e9gia ao que os clientes realmente esperam em 2025.<\/p>\n<p><strong>Are you meeting customer standards to drive loyalty?<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Join Shep Hyken and Harry Folloder as they uncover key CX gaps from 2024 and share solutions from \u201cThe State of Customer Experience\u201d report.\u202fPlus, you\u2019ll learn how to align your strategy with what customers truly want.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h4 style=\"text-align: center;\">Experts em CX participando<\/h4>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner css=&#8221;.vc_custom_1742491936595{margin-top: 5px !important;margin-right: 5px !important;margin-bottom: 5px !important;margin-left: 5px !important;}&#8221;][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;562680&#8243; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1742490157033{margin-bottom: 35px !important;}&#8221; si_max_width=&#8221;250&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"font-weight: 400; text-align: center;\"><strong>Shep Hyken<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"font-weight: 400; text-align: center;\">Author, Speaker and CX expert<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;562681&#8243; alignment=&#8221;center&#8221; css=&#8221;.vc_custom_1742490348067{margin-bottom: 35px !important;}&#8221; si_max_width=&#8221;250&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<p style=\"text-align: center;\"><strong>Harry Folloder<\/strong><\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">Chief Digital and Technology Officer, Alorica<\/p>\n<p>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/12&#8243;][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<a class=\"component card w-100 bgc-glass-dark vertical text-center thumbnail   \" href=\"https:\/\/www.genesys.com\/pt-br\/resources\/state-of-cx\" target=\"_blank\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"820\" height=\"464\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-mm-notext.png\" alt=\"state-of-cx-mm-notext\" ><\/div><div class=\"card-body\"><p>O webinar traz insights baseados em dados do relat\u00f3rio O Cen\u00e1rio da Experi\u00eancia do Cliente.<\/p>\n<p>Baixe o relat\u00f3rio e tenha acesso a informa\u00e7\u00f5es valiosas extra\u00eddas de uma pesquisa com mais de<strong> 5.000 consumidores<\/strong> e 1<strong>.000 l\u00edderes de CX<\/strong> em todo o mundo.<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-center\"><div class=\"small mt-0 btn btn-secondary \" href=\"#\" target=\"\" rel=\"\">Acesse o relat\u00f3rio<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8221;enable&#8221; par_bg=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; m_background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row content_placement=&#8221;middle&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;.vc_custom_1718633767899{margin-bottom: 10px !important;}&#8221;] webinar on-demand [\/vc_column_text][vc_column_text css=&#8221;.vc_custom_1744754956978{margin-bottom: 20px !important;}&#8221;] Retrospectiva do Ano: O que deu errado em CX? [\/vc_column_text][vc_column_text css=&#8221;&#8221;]Descubra o que deu errado na experi\u00eancia do cliente (CX) em 2024 \u2014 e como ajustar sua estrat\u00e9gia para atender ao que os clientes realmente desejam em 2025.[\/vc_column_text][\/vc_column][vc_column [&hellip;]<\/p>\n","protected":false},"author":1153,"featured_media":0,"template":"","tax_priority":[54],"tax_contenttheme":[14921,14856],"tax_bundle":[],"tax_contenttheme2":[16179,16142],"tax_capability_sitewide":[16208],"tax_products_programs":[17539],"tax_buying_job":[16623,16662],"tax_buyer_persona":[16877,16910],"tax_sector":[17043,16945,16985,17019,16958,17057],"tax_segment":[17097],"class_list":["post-572848","webinars","type-webinars","status-publish","hentry","webinar_type-best-practice","webinar_type-customer","tax_priority-54","tax_contenttheme-level-up-your-technology-pt-br","tax_contenttheme-melhore-a-experiencia-do-cliente","tax_contenttheme2-level-up-your-technology-pt-br","tax_contenttheme2-improve-customer-experience-pt-br","tax_capability_sitewide-ai-and-automation-pt-br","tax_products_programs-genesys-cloud-cx-pt-br","tax_buying_job-job-1-problem-identification-pt-br","tax_buying_job-job-2-solution-exploration-pt-br","tax_buyer_persona-business-pt-br","tax_buyer_persona-technical-pt-br","tax_sector-retail-pt-br","tax_sector-financial-pt-br","tax_sector-industrial-pt-br","tax_sector-public-pt-br","tax_sector-healthcare-pt-br","tax_sector-technology-pt-br","tax_segment-enterprise-pt-br","tax_content_type-video-pt-br","tax_set-video"],"acf":{"utm_pass":false,"asset_expiration":"","item_nav_hide":"no","disable_chat":false,"no_index":false,"no_follow":false,"media_type":"embed","media_position":"top","media_embed":"<iframe width=\"560\" height=\"315\" src=\"https:\/\/www.youtube.com\/embed\/7LHS1c-h3lc?si=vbxEA_3n7XlYpwLE\" title=\"YouTube video player\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>","disable_next_steps":false,"display_desc":false,"title_align":"left","is_on_demand":true,"get_started_config":"default","meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","gsc_tab":false,"enable_external_utm":false,"add_to_global_events":false,"enable_ab_test":false,"next_steps_type":"default","ns_subtitle":"","resource_next_steps":[{"ID":417008,"post_author":"15","post_date":"2023-05-08 03:22:04","post_date_gmt":"2023-05-08 10:22:04","post_content":"[vc_section sec_modern_width=\"enable\" background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"][vc_row background_color=\"bgc-glass\" content_placement=\"middle\" el_class=\"form-card\"][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h1>Relat\u00f3rio O Cen\u00e1rio da Customer Experience<\/h1>\r\n<p class=\"text-20\">Entrevistamos 5.232 consumidores e 1.181 l\u00edderes de CX em rela\u00e7\u00e3o ao estado da experi\u00eancia do cliente.<\/p>\r\n[\/vc_column_text][vc_single_image image=\"566549\" css=\"\"][\/vc_column][vc_column width=\"5\/12\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Baixe o relat\u00f3rio\" ar_status=\"Asset\" cta_header=\"\" cid_id=\"701Ht000001CSd9IAG\" form_additional_classes=\"no-bg-form\"][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">82%<\/p>\r\ndos consumidores dizem que uma empresa \u00e9 boa quando o seu servi\u00e7o de atendimento \u00e9 bom[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">30%<\/p>\r\ndos consumidores pararam de fazer neg\u00f3cios com uma empresa no ano passado devido a uma experi\u00eancia ruim[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">41%<\/p>\r\ndos consumidores recomendaram uma empresa depois de terem uma experi\u00eancia positiva de atendimento ao cliente[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"2\/3\" offset=\"vc_col-sm-offset-2\"][component_card background_color=\"bgc-lgray\" addclass=\"p-0 p-lg-3\"]\r\n<p class=\"text-32\">41% dos l\u00edderes de CX afirmam que acompanhar o ritmo das crescentes expectativas dos clientes \u00e9 o maior desafio enfrentado por suas organiza\u00e7\u00f5es de CX<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=\"yes\" width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h2 class=\"h3\">Os consumidores querem ter seu problema resolvido rapidamente<\/h2>\r\nDescubra o que \u00e9 mais importante para os consumidores com base em mais de 5.000 respostas globais[\/vc_column_text][\/vc_column][vc_column width=\"7\/12\" offset=\"vc_col-sm-offset-1\"][component_card content_alignment=\"text-center\" media_size=\"thumbnail\" thumb_ratio=\"custom-wide\" cta_style=\"btn\" background_color=\"bgc-lgray\" media=\"560175\" cta=\"url:%23|title:Obtenha%20o%20relat%C3%B3rio|\"]\r\n<p class=\"text-40 mb-2\" style=\"text-align: center;\">Baixe o relat\u00f3rio para consultar o gr\u00e1fico completo e ver o que os consumidores valorizam<\/p>\r\n[\/component_card][\/vc_column][\/vc_row][\/vc_section][vc_section background_color=\"bgc-lgray\" flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\"][vc_row][vc_column width=\"1\/2\"][vc_column_text css=\"\"]\r\n<h3>Os l\u00edderes de CX n\u00e3o est\u00e3o oferecendo as experi\u00eancias omnichannel personalizadas que os consumidores desejam<\/h3>\r\n[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">97%<\/p>\r\ndos consumidores consideram importante poder transitar entre canais sem ter que ficar repetindo as informa\u00e7\u00f5es[\/vc_column_text][\/vc_column][vc_column width=\"1\/2\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">84%<\/p>\r\ndos l\u00edderes de CX n\u00e3o oferecem v\u00e1rios canais com tecnologias totalmente integradas e dados perfeitamente conectados[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=\"1\/3\"][vc_column_text css=\"\"]\r\n<h3>Os l\u00edderes de CX est\u00e3o investindo para o futuro<\/h3>\r\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">33%<\/p>\r\ndos or\u00e7amentos de CX dever\u00e3o ser destinados a tecnologias com IA nos pr\u00f3ximos 12 meses[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">57%<\/p>\r\ndas tecnologias de CX n\u00e3o est\u00e3o totalmente na nuvem[\/vc_column_text][\/vc_column][vc_column width=\"1\/3\"][vc_column_text ct_style=\"stat\" css=\"\"]\r\n<p class=\"h2\">33%<\/p>\r\ndos l\u00edderes de CX t\u00eam que lidar com departamentos isolados com solu\u00e7\u00f5es separadas de engagement com o cliente[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][component_cta_block cta_ratio=\"8\" background_color=\"bgc-glass\" cta=\"url:%23|title:Baixe%20agora|\" mobile_bg=\"560201\" css=\".vc_custom_1742363349359{background-image: url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-desktop.png?id=560200) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}\"]\r\n<h3>Voc\u00ea est\u00e1 pronto para preparar a sua estrat\u00e9gia de CX para o futuro?<\/h3>\r\nAcesse este relat\u00f3rio repleto de insights valiosos da nossa pesquisa com mais de 5.000 consumidores globais e 1.000 l\u00edderes de CX.[\/component_cta_block][\/vc_column][\/vc_row][\/vc_section]","post_title":"O Cen\u00e1rio da Customer Experience","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"state-of-cx","to_ping":"","pinged":"","post_modified":"2025-05-01 12:39:22","post_modified_gmt":"2025-05-01 19:39:22","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/o-estado-da-experiencia-do-cliente","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":424146,"post_author":"890","post_date":"2022-03-03 14:05:28","post_date_gmt":"2022-03-03 22:05:28","post_content":"","post_title":"Guia do Comprador de Contact Center","post_excerpt":"","post_status":"publish","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"contact-center-buyers-guide","to_ping":"","pinged":"","post_modified":"2025-11-24 20:28:57","post_modified_gmt":"2025-11-25 04:28:57","post_content_filtered":"","post_parent":0,"guid":"https:\/\/www.genesys.com\/resources\/guia-do-comprador-de-contact-center-2022","menu_order":0,"post_type":"resources","post_mime_type":"","comment_count":"0","filter":"raw"},{"ID":550756,"post_author":"890","post_date":"2024-12-10 09:40:23","post_date_gmt":"2024-12-10 17:40:23","post_content":"[vc_section][vc_row][vc_column width=\"7\/12\"][vc_column_text css=\"\"]\r\n<h1>Tend\u00eancias de CX para 2025 e al\u00e9m<\/h1>\r\n[\/vc_column_text][vc_column_text css=\"\"]\r\n<h2>Insights transformadores para o seu neg\u00f3cio<\/h2>\r\n[\/vc_column_text][vc_column_text css=\"\"]<span class=\"TextRun SCXW22033385 BCX0\" lang=\"EN-US\" xml:lang=\"EN-US\" data-contrast=\"auto\"><span class=\"NormalTextRun SCXW22033385 BCX0\">Junte-se a especialistas em CX para explorar as principais tend\u00eancias que est\u00e3o moldando as experi\u00eancias de clientes e colaboradores \u2014 e seu impacto nos neg\u00f3cios em 2025 e al\u00e9m.<\/span><\/span>[\/vc_column_text][cutoff co_thick=\"2px\"][vc_row_inner][vc_column_inner][webinarschedule][\/vc_column_inner][\/vc_row_inner][webinarschedulesingle][vc_row_inner][vc_column_inner][vc_column_text css=\"\"]<span data-contrast=\"auto\">Este webinar \u00e9 importante para l\u00edderes de contact center, gerentes de atendimento ao cliente, executivos de neg\u00f3cios e qualquer pessoa apaixonada por personalizar experi\u00eancias dos clientes. Se voc\u00ea est\u00e1 pronto para liderar o caminho em 2025 com insights inovadores, este evento \u00e9 para voc\u00ea.<\/span>\r\n<span data-ccp-props=\"{&quot;335559739&quot;:160}\">\u00a0<\/span>\r\n\r\n<b><span data-contrast=\"auto\">Sobre o webinar<\/span><\/b>\r\n\r\n<span data-contrast=\"auto\">\u00c0 medida que os profissionais de experi\u00eancia do cliente (CX) adaptam rapidamente suas estrat\u00e9gias para incluir IA e transforma\u00e7\u00e3o digital, estar \u00e0 frente nunca foi t\u00e3o importante. Participe de uma vis\u00e3o exclusiva sobre as principais tend\u00eancias de CX e EX para 2025. Nosso painel de especialistas ir\u00e1 explorar avan\u00e7os revolucion\u00e1rios em personaliza\u00e7\u00e3o impulsionada por IA, pr\u00e1ticas \u00e9ticas de IA, evolu\u00e7\u00e3o da for\u00e7a de trabalho e muito mais \u2014 preparando voc\u00ea para elevar suas estrat\u00e9gias de experi\u00eancia do cliente e do colaborador ao pr\u00f3ximo n\u00edvel.\r\n<\/span><span data-ccp-props=\"{&quot;335559739&quot;:160}\">\r\n<\/span>\r\n\r\n<b><span data-contrast=\"auto\">Assista agora para saber mais sobre:<\/span><\/b>\r\n<ul>\r\n \t<li><span data-contrast=\"auto\">Aproveitar a IA para criar experi\u00eancias de cliente hiperpersonalizadas e \u00e9ticas<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Melhorar jornadas de clientes com engajamento estrat\u00e9gico em tempo real e entre canais<\/span><\/li>\r\n \t<li><span data-contrast=\"auto\">Impulsionar resultados de neg\u00f3cios mensur\u00e1veis com estrat\u00e9gias de CX e gest\u00e3o de engajamento da for\u00e7a de trabalho de pr\u00f3xima gera\u00e7\u00e3o<\/span><\/li>\r\n<\/ul>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=\"1\/3\" offset=\"vc_col-sm-offset-1\"][mktoform cta_button=\"Assista agora!\" cms_hold=\"RG\" cid_id=\"7014X000003AgOcQAK\"][\/vc_column][\/vc_row][\/vc_section][vc_section flair=\"%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D\" css=\".vc_custom_1733151066545{padding-top: 0px !important;}\"][vc_row el_class=\"mx-0\"][vc_column background_color=\"bgc-lgray\" el_class=\"p-md-3 px-1\"][vc_row_inner el_class=\"mx-0\"][vc_column_inner][vc_column_text css=\"\"]\r\n<h3 style=\"text-align: center;\">Conhe\u00e7a os palestrantes<\/h3>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549632\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><b>Megan Burns\r\n<\/b>Founder and Principal\r\nExperience Enterprises<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549633\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Robin Gareiss\r\n<\/strong>CEO &amp; Principal Analyst\r\nMetrigy<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/3\"][vc_single_image image=\"549634\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Sami Beydoun\r\n<\/strong>Team Leader, Student Services Hub\r\nWestern Sydney University<\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"549670\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>William Dummett<\/strong>\r\nChief Privacy Officer\r\nGenesys<\/p>\r\n[\/vc_column_text][\/vc_column_inner][vc_column_inner width=\"1\/2\"][vc_single_image image=\"550117\" alignment=\"center\" css=\"\" img_size=\"full\"][vc_column_text css=\"\"]\r\n<p style=\"text-align: center;\"><strong>Prajwal Ramachandra\r\n<\/strong><span data-contrast=\"auto\">Managing Director, Global Contact Center Practice Lead<\/span><span data-ccp-props=\"{}\">\r\n<\/span><span data-contrast=\"auto\">Accenture<\/span><\/p>\r\n[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][\/vc_section]","post_title":"Tendencias de CX para 2025 e al\u00e9m","post_excerpt":"","post_status":"draft","comment_status":"closed","ping_status":"closed","post_password":"","post_name":"cx-trends-in-2025-and-beyond","to_ping":"","pinged":"","post_modified":"2025-12-03 11:48:16","post_modified_gmt":"2025-12-03 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