COORDENAÇÃO ACADÊMICA GERAL
COORDINATOR CS
COORDENAÇÃO CX
World Top 100 Customer Success Strategist | Co-founder of Kula | Consultant specializing in the transformation of human behavior through Process Management, Customer Success, Team Engagement, Agile Processes and Innovation. Mentor in several Startup Acceleration programs, such as Gerdau Challenge at FIEMG Lab and Anima Lab, Ex-Head of Customer Success at EVO W12, Creator of two work methodologies already recognized in the market, the “Science of Engagement” and “ What is your Art?”, MBA in Business Management from Faculdade Pitágoras and Master in Sports Management from University of Porto/Portugal. Today MBA Professor at PUC Minas in Performance and Performance Indicators (KPI's); Process and Quality Management; Consultative, corporate sales and Customer Success; Consumer Behavior, Loyalty Management and Customer Engagement. Speaker at several events around Brazil on Customer Success, Human Behavior, Strategic Communication, Innovation, Process and Quality Management and Performance and Performance Indicators.
He has held a variety of regional and global leadership roles at HP and is currently the Global Customer Success Leader in the DaaS (Device as a Service) segment, with responsibility for global strategy, deployment and consistency. Leandro's educational background includes an MBA in IT Service Management from FGV, the International Management Program from the University of California – Irvine and the Building Innovative Leaders Program from Stanford. Currently Leandro resides in Houston - Texas with his wife Leticia and their two children, Isabella and Gabriel aged 7 and 3 respectively.
Professional with a degree in International Relations from York University (Toronto, Canada), with a Master in Business Economics & Capital Markets from Fundação Getúlio Vargas. She is one of the only professionals in Brazil with the globally recognized CCXP (Certified Customer Experience Professional) certification from the CXPA (Customer Experience Professionals Association). She has 16+ years in Relationship and Experience (among fintechs, startups, multinationals, consultancies, banks and retail), the last 10 years focused on Customer Experience Culture and Strategy. Her purpose is to "transform people's lives through amazing experiences".
More than 17 years of experience in the Digital, Customer and Patient Experience area, including important certifications such as CCXP and CPXP. He currently works at MEDALLIA as Customer Success Manager LatAm Am
Head of customer experience at Loft, one of the Brazilian unicorns working in the real estate sector. With a strategic responsibility in the organization, he works to improve the customer experience with all other departments. Graduated in computer science, he was one of the first CS professionals in Brazil in 2013 with Resultados Digitais, where he participated in the entire construction of the Customer Success area of RD Station and won two awards in Silicon Valley. Passionate about customer experience and the startup ecosystem, he also led CX at Nubank for NuConta, NuConta PJ and Loan products, while at Gympass he served as Sr. Director of CX Latam.
In the last decade, Wellington has improved relationship journeys between companies and consumers with technology, data and process design in brands such as AMARO, Nextel, Mutante and Grupo Portugal Telecom. Currently studying the Professional Masters in Entrepreneurship at FEA-USP, he has a degree in Information Systems and an MBA from Anhembi Morumbi. With an approach focused on the active use of technology and success in relationships, Wellington develops practical learning paths at institutions such as SEDA, FIAP, UOL Editech and CS Academy.
Master in Communication and Market. Specialist Mentoring in Business Management, Entrepreneurship Innovation. Owner and organizer of the 60 or + portal, subscribes to the senior entrepreneur column. Organizer of more than 10 E-Books focused on communication, marketing, administration and human resources.
Doctor and Master from PUC-SP. Former National Consumer Secretary at the Ministry of Justice and Public Security. Former President of the National Council to Combat Piracy and the National Fund for Diffuse Rights.
Innovation and Digital Executive – working in Digital Transformation and Diversity strategies, combining a Culture of Innovation in the Development Environments for Digital Products and Services on platforms: Devices (cars, mobile, onmichannel), Social, Digital Marketing and Retail (experience/consumer journey & anthropology of consumption). Oriented to new technologies: Augmented and Virtual Reality, Blockchain, Geolocation, Wearable, Artificial Intelligence, Chatbots, Drones, 3D Printers and Machine Learning.
Communication specialist, passionate about people. Generate product and process improvement initiatives based on the study and understanding of consumer behavior and the variables of the scenario in which it operates. He leads projects that directly or indirectly involve improving the user's relationship with the company, such as the implementation of the NPS, the reimplementation of the service software and the reformulation of the Help Center in Peixe Urbano, helping to increase satisfaction with the service and reduce the volume of tickets opened by users via form. Participated in Branding projects, such as the reversal of the Baidu brand image in Brazil.
DHO Consultant, Costumer Experience, Conflict Mediator, Change Management, Executive and Life Coach, Family Business Advisor, Systemic Constellations Facilitator (Family and Organizational). Through the process, developed with her own Methodology, after various training in the area and multiple tools made available in order to meet the peculiarities of each client, she seeks to help people consciously appropriate their strengths and work on their skills to make the Transformation that they want in their own lives and in the organizations where they work.
Founder of Wezen (user interaction and experience design studio), and with 25 years of design experience, he believes that products and services could be much better than they are. He created the UXNOW channel to explain about UX, User-Centered Design and Information Architecture. As a professor, he has taught in several disciplines related to design and UX (IBTAMetrocamp \ Véris, PeopleTec, Iladec, Faculdade Impacta Tecnologia, and MBA ESALQE-USP among others).
Strategist with 17 years of experience in advertising agencies, digital mkt and business & innovation consulting, currently CX strategy director (planning, BI and Insights) at W3haus. Speaker and Prof. Executive of NeuroBranding, Business Transformation and Brand Strategy in the new market context (data driven - human centric - business oriented). Specialist in behavioral sciences and researcher at the Neurosciences laboratory at UNIFESP. Experience in major brands, from industry to retail. Clients such as Bauducco, BV (financial), BRF Pet, Google.
Deconstructing and building different ways of thinking and transforming lives.” Innovation enthusiast, educator, entrepreneur and head of the holding Cia Makers - School of Innovation for People and Business. Specialist consultant in Design Thinking, Scrum, Storytelling and knowledgeable in other contemporary methodologies. In-company experience, with training, mentoring and projects for innovation in brands such as Heineken, T-Systems, Santander, Vigor, Allianz, among others, as well as lectures at conferences, conventions and innovation hubs as an author - researcher and speaker.
PhD in Social Sciences at the Institute of Philosophy and Human Sciences of the State University of Campinas (IFCH-UNICAMP, 2017); Master in Communication, Culture and Society at Goldsmiths College (University of London, 2002), Graduated in Social Sciences at the Faculty of Philosophy, Letters and Human Sciences, University of São Paulo (FFLCHUSP, 2000). She has over 20 years of teaching experience. Today she is a professor at ESPM and is a postdoctoral fellow at PUCSP. She organized the book Cultural Studies: a practical approach (Senac SP, 2011). She works in the field of consultancy in communication strategies in consumer cultures. She is the creator of the Sociology for Children podcast.
Ricardo has over 18 years of professional experience working as an entrepreneur, consultant and speaker for several large companies. In 2000, he founded NetCallCenter, one of the first companies specializing in electronic customer service, making Customer Service via the Internet feasible. Today he serves as Director of pre-sales and consulting at Avaya, helping several companies to find and implement the best solutions in Digital Customer Experience. In addition to his activity as director of Avaya, Ricardo presents the Customer Experience board in RecordNews' Inova360 program, and is a lecturer in public speaking and customer experience.
Psychologist, organizational researcher, senior consultant and founding partner of the 2human Human and Organizational Development Consultancy. She focused her studies and work on the themes of Human Capital, DHO and business, with a special focus on people strategies, talent management, performance management, leadership, succession, expertise in engagement and Culture Management, allied to HR Tech trends, Design and Experience of the employee. With 10 years of experience for the Aon group, she was Head of Aon Hewitt Consulting in Development topics and manager of the study “The Best in People Management – Valor Carreira”, Valor Econômico newspaper, in addition to being responsible for the global survey Top Companies for Leaders Aon Hewitt. She was also Head of HR Brazil in Talent Development at Aon, in addition to working for more than 7 years in the VP of Human Resources of the banking conglomerate Itaú-Unibanco.
