As one of Brazil’s fastest-growing financial institutions, DM has built its reputation on making financial services more accessible, simple, and customer-centric. But rapid growth and acquisitions created new challenges: How do you maintain a differentiated customer experience while scaling operations and serving a growing customer base?

Join us for a discussion with Mauricio Meneghetti, Chief Operating Officer at DM, as he shares how they leveraged the Genesys Cloud™ platform and AI-powered experience orchestration to unify operations, improve self-service, and empower employees with the tools and insights needed to deliver exceptional customer experiences at scale. Through this transformation, DM reduced average handling time by 20%, increased customer satisfaction by five percentage points, and achieved a 50% IVR retention rate within just three months.

You’ll learn:

• How DM built a scalable customer experience strategy to support rapid growth and acquisitions

• The role AI and automation play in improving both customer and employee experiences

• How intelligent self-service and IVR optimization increased IVR retention rates and reduced effort

• Best practices for balancing AI-powered automation with human engagement

  Lessons learned from modernizing customer service operations in a highly competitive financial services market

During this live forum you’ll be able to engage and ask questions. You are welcome to participate.