{"id":74,"date":"2018-08-31T12:10:14","date_gmt":"2018-08-31T15:10:14","guid":{"rendered":"https:\/\/www.bridgeconsulting.com.br\/academy\/?p=74"},"modified":"2026-05-05T09:14:13","modified_gmt":"2026-05-05T12:14:13","slug":"como-implantar-uma-estrategia-de-customer-experience","status":"publish","type":"post","link":"https:\/\/www.bridgeconsulting.com.br\/artigos\/como-implantar-uma-estrategia-de-customer-experience\/","title":{"rendered":"Como implantar uma estrat\u00e9gia de Customer Experience"},"content":{"rendered":"[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text]<strong>DO MAPEAMENTO DA JORNADA \u00c0S SOLU\u00c7\u00d5ES PR\u00c1TICAS.<\/strong><\/p>\n<p><strong>Como preparar a organiza\u00e7\u00e3o para atender as expectativas do cliente?<\/strong><\/p>\n<p><strong>Como a TI pode ajudar neste desafio?<\/strong><\/p>\n<p>Esta resposta vai muito al\u00e9m de processos e ferramentas. Envolve pessoas, integra\u00e7\u00e3o de departamentos e uma vis\u00e3o centrada no cliente.<\/p>\n<p>Para ajudar as organiza\u00e7\u00f5es a obterem sucesso na implanta\u00e7\u00e3o de pr\u00e1ticas de CX ou cria\u00e7\u00e3o de seus programas, a Bridge Consulting promove os 3Ms: Mapear, Medir e Mudar!<\/p>\n<p>Confira, neste e-book, alguns passos pr\u00e1ticos que ir\u00e3o ajudar a sua organiza\u00e7\u00e3o a obter sucesso nas estrat\u00e9gias de CX e fazer do cliente o seu maior aliado![\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_column_text]<strong>Autor:<\/strong><\/p>\n<p><strong><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-17718 size-full alignleft\" src=\"https:\/\/www.bridgeconsulting.com.br\/artigos\/wp-content\/uploads\/2014\/10\/leonardo-martins2.png\" alt=\"Leonardo Martins\" width=\"130\" height=\"135\" \/>Leonardo Martins<\/strong>\u00a0\u00e9 Engenheiro de Computa\u00e7\u00e3o e Inform\u00e1tica pela UFRJ, com MBA em Gerenciamento de Projetos pelo IBMEC. \u00c9 s\u00f3cio da Bridge Consulting, respons\u00e1vel pela gest\u00e3o t\u00e9cnica e comercial de grandes projetos na \u00e1rea de Governan\u00e7a de TI e Gest\u00e3o de Processos de Neg\u00f3cio da empresa. Possui vasta experi\u00eancia com os principais frameworks de TI: ITIL\u00ae V3 2011 e Cobit\u00ae 4.1 e 5 e diversos artigos publicados.[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243; width=&#8221;1\/1&#8243; tablet_width_inherit=&#8221;default&#8221; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; animation_type=&#8221;default&#8221; bg_image_animation=&#8221;none&#8221; border_type=&#8221;simple&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221;][vc_raw_js]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[\/vc_raw_js][\/vc_column][\/vc_row]\n","protected":false},"excerpt":{"rendered":"<p>[vc_row type=&#8221;in_container&#8221; full_screen_row_position=&#8221;middle&#8221; column_margin=&#8221;default&#8221; column_direction=&#8221;default&#8221; column_direction_tablet=&#8221;default&#8221; column_direction_phone=&#8221;default&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; row_border_radius=&#8221;none&#8221; row_border_radius_applies=&#8221;bg&#8221; overflow=&#8221;visible&#8221; overlay_strength=&#8221;0.3&#8243; gradient_direction=&#8221;left_to_right&#8221; shape_divider_position=&#8221;bottom&#8221; bg_image_animation=&#8221;none&#8221;][vc_column column_padding=&#8221;no-extra-padding&#8221; column_padding_tablet=&#8221;inherit&#8221; column_padding_phone=&#8221;inherit&#8221; column_padding_position=&#8221;all&#8221; column_element_spacing=&#8221;default&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; column_border_radius=&#8221;none&#8221; column_link_target=&#8221;_self&#8221; column_position=&#8221;default&#8221; gradient_direction=&#8221;left_to_right&#8221; overlay_strength=&#8221;0.3&#8243;&#8230;<\/p>\n","protected":false},"author":6,"featured_media":216,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-74","post","type-post","status-publish","format-standard","has-post-thumbnail","category-ebooks"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.3 (Yoast SEO v27.3) - 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