{"id":636446,"date":"2024-08-13T17:02:16","date_gmt":"2024-08-13T17:02:16","guid":{"rendered":"https:\/\/www.capgemini.com\/br-pt\/?post_type=research-and-insight&#038;p=636446"},"modified":"2025-03-26T06:33:11","modified_gmt":"2025-03-26T06:33:11","slug":"aumentando-a-experiencia-do-cliente-cx","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/br-pt\/insights\/biblioteca-de-pesquisas\/aumentando-a-experiencia-do-cliente-cx\/","title":{"rendered":"Aumentando a experi\u00eancia do cliente (CX) &#8211; da intera\u00e7\u00e3o ao envolvimento"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Aumentando a experi\u00eancia do cliente (CX) &#8211; da intera\u00e7\u00e3o ao envolvimento<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Como os bancos est\u00e3o hiperpersonalizando as intera\u00e7\u00f5es do contact center com copilotos de IA generativa<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/08\/2024-08-05_CCT-tech-GENESYS_PoV_final_011124.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abre em uma nova janela\"><span>Donwload do POV<\/span><span class=\"type\">4 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1010886\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abre em uma nova janela\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1010886\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"Abre em uma nova janela\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-com-a-adocao-acelerada-da-ia-generativa-os-bancos-tem-uma-oportunidade-unica-de-reimaginar-a-experiencia-do-cliente\">Com a ado\u00e7\u00e3o acelerada da IA generativa, os bancos t\u00eam uma oportunidade \u00fanica de reimaginar a experi\u00eancia do cliente.<\/h2>\n\n\n\n<p>Isso inclui a hiperpersonaliza\u00e7\u00e3o das intera\u00e7\u00f5es do contact center para permitir o envolvimento com os clientes de novas maneiras.<\/p>\n\n\n\n<p>Embora as intera\u00e7\u00f5es humanas altamente personalizadas continuem sendo essenciais para atrair, reter e monetizar os relacionamentos banc\u00e1rios, a maioria das centrais de atendimento banc\u00e1rio tem o desafio de atender \u00e0s expectativas atuais de personaliza\u00e7\u00e3o em constante evolu\u00e7\u00e3o, pois os conjuntos de dados dos clientes ficam presos em silos.<\/p>\n\n\n\n<p><strong>Fa\u00e7a o download do nosso ponto de vista em parceria com a Genesys e descubra:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Como os bancos est\u00e3o superando os obst\u00e1culos tradicionais do contact center para capacitar a equipe com um tipo espec\u00edfico de IA generativa, conhecido como copiloto, que pode apresentar rapidamente aos CSRs insights multifacetados sobre o cliente no contexto.<\/li>\n\n\n\n<li>Quais recursos essenciais os bancos devem procurar em uma plataforma baseada em nuvem abrangente, segura e compat\u00edvel para garantir que um copiloto colabore com os CSRs de forma eficiente e eficaz.<\/li>\n\n\n\n<li>As cinco etapas essenciais para a implementa\u00e7\u00e3o bem-sucedida de uma plataforma de copiloto de contact center que permita atingir as metas de transforma\u00e7\u00e3o.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/08\/2024-08-05_CCT-tech-GENESYS_PoV_final_011124.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Fa\u00e7a o download do nosso ponto de vista<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd is-style-default\"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">\u00daltimos insights<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/br-pt\/insights\/biblioteca-de-pesquisas\/revolucione-seus-servicos-financeiros-com-ia\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/06\/Azure-OpenAI-Banner1.jpg\" alt=\"Azure-OpenAI-Banner\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/biblioteca-de-pesquisas\/revolucione-seus-servicos-financeiros-com-ia\/\" aria-label=\"Revolucione seus servi\u00e7os financeiros com IA\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">ÎÚÑ»´«Ã½ Research Institute<\/div>\n                                <h3 class=\"card-title\">Revolucione seus servi\u00e7os financeiros com IA<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><div class=\"layout-two-card cards-reversed\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/br-pt\/insights\/biblioteca-de-pesquisas\/world-wealth-report\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/06\/WWR_Webpage_2880x1800.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-md-6 col-lg-4 flex-sm-order-reverse\">\n                            <a href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/biblioteca-de-pesquisas\/economia-circular-para-um-futuro-sustentavel\/\" aria-label=\"Economia circular para um futuro sustent\u00e1vel\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">ÎÚÑ»´«Ã½ Research Institute<\/div>\n                                <h3 class=\"card-title\">Economia circular para um futuro sustent\u00e1vel<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/biblioteca-de-pesquisas\/world-wealth-report\/\" aria-label=\"World Wealth Report 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">World Wealth Report 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><\/div>\n                    <\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Hist\u00f3ria do cliente<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\t<section class=\"wp-block-cg-blocks-wrapper-learning-slider section learning-slider\">\n\t\t<div class=\"container\">\n\t\t\t\t<div class=\"learning-header\">\n\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t<div class=\"slider slider-fader\">\n\t\t\t\t<div class=\"slider-list\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide active card-learning-slide right-card short-copy\">\n\t\t\t\t\t\t\t\t<div>\n\t\t\t\t\t\t\t\t\t<div class=\"slide-bg-wrapper\">\n\n                                        \n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n                                            \n                                            \n                                            \n                                            <img decoding=\"async\" loading=\"lazy\" class=\"slide-bg d-md-block\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/05\/UK-based-bank-case-study-_Capcom-Banner_2880x1800px.jpg\" alt=\"\" style=\"object-position: 59% 11%;object-fit: cover\" \/>\n                                        \n\n                  \t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper card-learning-slider\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-lg-10 col-xl-6 col-xxl-6 right-card\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-info short-copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"title-link\" href=\"\/news\/client-stories\/streamlining-customer-and-user-experiences-for-a-leading-financial-institution-improves-overall-satisfaction\/\" target=\"\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"title-text\" data-maxlength=\"88\">Simplifica\u00e7\u00e3o das experi\u00eancias do cliente e do usu\u00e1rio para uma institui\u00e7\u00e3o financeira<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p data-maxlength=\"200\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tDesenvolvimento de uma nova metodologia de an\u00e1lise de experi\u00eancia de servi\u00e7o que ajudou a revelar oportunidades para reduzir custos e melhorar o atendimento ao cliente.\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/p>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-info-footer\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"brand-logo-wrapper\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\">\t<a class=\"more2\" aria-label=\"Leia mais sobre Simplifica\u00e7\u00e3o das experi\u00eancias do cliente e do usu\u00e1rio para uma institui\u00e7\u00e3o financeira\" href=\"\/news\/client-stories\/streamlining-customer-and-user-experiences-for-a-leading-financial-institution-improves-overall-satisfaction\/\" target=\"\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tLeia mais\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t         \t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"slider-nav-wrapper container\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-lg-10 col-xl-6 col-xxl-6 right-card\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-nav-container\">\n                                                                                                            <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t<\/section>\n\n\t\n\n<section class=\"section section--expert-perspectives\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"expert-heading\">Perspectiva dos especialistas<\/h2><\/div><div class=\"expert-prospective-container\"><div class=\"row\"><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/quando-a-ia-deixa-de-ser-promessa-e-passa-a-ser-poder-por-que-so-os-preparados-vao-colher-o-exponencial\/\" aria-label=\"Quando a IA deixa de ser promessa e passa a ser poder: por que s\u00f3 os preparados v\u00e3o colher o exponencial\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/05\/Award-41.jpg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">expert perspective, experts<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/quando-a-ia-deixa-de-ser-promessa-e-passa-a-ser-poder-por-que-so-os-preparados-vao-colher-o-exponencial\/\" aria-label=\"Quando a IA deixa de ser promessa e passa a ser poder: por que s\u00f3 os preparados v\u00e3o colher o exponencial\"><h3 class=\"expert-subtitle\">Quando a IA deixa de ser promessa e passa a ser poder: por que s\u00f3 os preparados v\u00e3o colher o exponencial<\/h3><\/a><div class=\"box-bottom\">\n\t\t\t<img decoding=\"async\" class=\"box-logo box-logo-default \" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><div class=\"date-name-info\"><div class=\"author-text\">ÎÚÑ»´«Ã½<\/div><div class=\"date-text\">dez. 5, 2025<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/desbloqueando-resiliencia-e-valor-de-longo-prazo-por-meio-da-sustentabilidade-integrada\/\" aria-label=\"Desbloqueando resili\u00eancia e valor de longo prazo por meio da sustentabilidade integrada\u00a0\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2025\/11\/Auto_Sustainability_PoV_dotcom_2880x1800px-1-11.jpg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">expert perspective, experts<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/desbloqueando-resiliencia-e-valor-de-longo-prazo-por-meio-da-sustentabilidade-integrada\/\" aria-label=\"Desbloqueando resili\u00eancia e valor de longo prazo por meio da sustentabilidade integrada\u00a0\"><h3 class=\"expert-subtitle\">Desbloqueando resili\u00eancia e valor de longo prazo por meio da sustentabilidade integrada\u00a0<\/h3><\/a><div class=\"box-bottom\">\n\t\t\t<img decoding=\"async\" class=\"box-logo  \" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><div class=\"date-name-info\"><div class=\"author-text\">ÎÚÑ»´«Ã½<\/div><div class=\"date-text\">nov. 12, 2025<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/o-papel-da-ia-na-transformacao-das-consultorias-e-por-que-o-fator-humano-nunca-foi-tao-importante\/\" aria-label=\"O papel da IA na transforma\u00e7\u00e3o das consultorias \u2013 e por que o fator humano nunca foi t\u00e3o importante\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/uploads\/sites\/12\/2024\/01\/CMO-playbook-Gen-AI_2880X18001.jpg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">Data and AI<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/insights\/perspectivas-dos-especialistas\/o-papel-da-ia-na-transformacao-das-consultorias-e-por-que-o-fator-humano-nunca-foi-tao-importante\/\" aria-label=\"O papel da IA na transforma\u00e7\u00e3o das consultorias \u2013 e por que o fator humano nunca foi t\u00e3o importante\"><h3 class=\"expert-subtitle\">O papel da IA na transforma\u00e7\u00e3o das consultorias \u2013 e por que o fator humano nunca foi t\u00e3o importante<\/h3><\/a><div class=\"box-bottom\">\n\t\t\t<img decoding=\"async\" class=\"box-logo  \" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/br-pt\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><div class=\"date-name-info\"><div class=\"author-text\">ÎÚÑ»´«Ã½<\/div><div class=\"date-text\">out. 27, 2025<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-learn-more learnMoreBlock updated-new-sample-amal\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"learnmore-heading\">Saiba mais<\/h2><\/div><div class=\"row\"><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/br-pt\/industrias\/banco-comercial-e-de-varejo\/\" target=\"\" aria-label=\"Banco comercial e de varejo\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Banco comercial e de varejo<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">As fronteiras tradicionais do setor est\u00e3o se diluindo \u00e0 medida que os bancos se tornam praticamente invis\u00edveis. Nos segmentos de varejo e de neg\u00f3cios, os bancos precisam enriquecer o valor do cliente e criar modelos de neg\u00f3cios \u00e1geis. Podemos acompanh\u00e1-lo para que se torne um banco verdadeiramente global.<\/p><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/solutions\/driving-customer-centricity-in-banking-and-capital-markets\/\" target=\"\" aria-label=\"O cliente em primeiro lugar, mercados banc\u00e1rios e de capitais\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">O cliente em primeiro lugar, mercados banc\u00e1rios e de capitais<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">Os clientes do setor banc\u00e1rio se manifestaram. Eles esperam servi\u00e7os acess\u00edveis e personalizados, adaptados \u00e0s suas necessidades e estilos de vida individuais. Pronto para liberar o poder da centraliza\u00e7\u00e3o no cliente?<\/p><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Com a ado\u00e7\u00e3o acelerada da IA generativa, os bancos t\u00eam uma oportunidade \u00fanica de reimaginar a experi\u00eancia do cliente.<\/p>\n","protected":false},"author":440,"featured_media":636447,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"c019796d-b6d0-4f57-ae1e-3235e6fd773f\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"69f322a8-6225-444e-9f8a-1f527ac122fa\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"Customer first","featured_focal_points":""},"tags":[156,116,120],"research-and-insight-type":[102],"theme":[208],"brand":[80],"service":[28],"industry":[50],"partners":[],"content-group":[],"class_list":["post-636446","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","tag-bancos","tag-genai","tag-generative-ai","research-and-insight-type-point-of-view","theme-customer-first","brand-capgemini","service-customer-experience","industry-banking-capital-markets"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Aumentando a experi\u00eancia do cliente (CX)<\/title>\n<meta name=\"description\" content=\"Com a ado\u00e7\u00e3o acelerada da IA generativa, os bancos t\u00eam uma oportunidade \u00fanica de reimaginar a experi\u00eancia do cliente.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, 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