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Research papers

From customer satisfaction to customer experience

Customer Experience research approach at Banco do Brasil enabled greater respondents' engagement, gathered useful insights from multiple feedback channels in real-time, guiding decisions and boosting the Customer Centric culture in the organization.

Catalogue: Latin America 2020 - Insights Festival
Authors: Flavia Lage, Marco Antonio Gomes, Karen Russi
Companies: Brain Brand Strategy, Banco do Brasil
October 19, 2020
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Citation

Lage, Gomes and Russi (2020a, October 19). From customer satisfaction to customer experience. ANA - ESOMAR. Retrieved April 27, 2024, from


https://ana.esomar.org/documents/from-customer-satisfaction-to-customer-experience