Estudo de caso: valorização da área de CX no BTG pactual

• Autor(a) principal: Campalle, Gustavo Curti Alves
• Data de Publicação: 2022
• Tipo de documento: Trabalho de conclusão de curso
• Idioma: por
• Título da fonte: Biblioteca Digital de Teses e Dissertações da PUC_SP
• Texto Completo: https://repositorio.pucsp.br/jspui/handle/handle/32380
• topic: CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO; Experiência; Cliente; Serviços; Experience; Customer; Services

The customer experience and the way we contact companies, whether in terms of the usability of their services and applications or even in terms of customer service, has become increasingly present and important in everyday life due to the growing demand. of consumers. Currently, companies must think of different ways of acting to guarantee their loyalty, only an interesting price and a standard quality are beyond normality, in this way, the work was carried out in order to understand within the BTG Pactual bank about the importance that Customer Experience area can have on the business and all the value it can generate, whether in processes, improvements, financial value and results contemplating other peer areas of the company. To validate this question, a questionnaire and interview with bank employees was used to guarantee different views on how this sector can influence the company, especially in terms of bringing more customers and guaranteeing inputs for the general improvement of the process and journey. of users. It was observed that the problematization was proven because the area's performance procedure brings continuous improvements to the bank and has been proving increasingly necessary to guarantee quality and customer loyalty