Posts tagged with customer experience

Butterfly Funnel: Why B2B Growth Doesn't End with the Sale

Traditional funnels focus only on acquisition. The Butterfly Funnel extends the customer journey to retention, service, and expansion. Connect sales and success with AI.

Marlos Carmo

June 17, 2026

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18 min read

Strategy

Customer service automation without losing humanity: how to use AI to serve better, not just respond faster

Good customer service automation doesn't replace care — it removes rework, organizes demand, and frees humans for context, empathy, and exceptions. See how to combine conversational AI, tickets, integrations, and human support without turning the experience cold.

Marlos Carmo

June 10, 2026

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19 min read

Guides

The Hidden Cost of Slow Response: How Delays Destroy Sales and Operations

Response time in customer service is not a secondary metric — it is an indicator of commercial maturity. Understand the hidden cost of delays, how they affect sales, leads, and operations, and what changes with AI, tickets, and well-structured SLAs.

Marlos Carmo

June 9, 2026

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26 min read

Guides

The Complete Guide to Customer Experience (CX) in 2026: Strategies, Tools, and AI

Discover what Customer Experience (CX) is and why it is the main competitive differentiator for companies in 2026. Learn how to structure the customer journey, measure results, differentiate CX from CS, and use AI to scale personalized service.

Marlos Carmo

June 6, 2026

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19 min read

Guides

NPS vs CSAT: Differences, Full Comparison, and Which to Choose (2026 Guide)

Understand the difference between Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT). Learn when to use each metric to measure customer satisfaction and see how to combine them for a foolproof Customer Experience (CX) strategy.

Marlos Carmo

June 6, 2026

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7 min read

Guides

What is omnichannel customer service and why your company needs it now

Omnichannel service isn't being on multiple channels. It's treating every channel as a single conversation, with unified history, context, and identity. In 2026, this has stopped being a differentiator and become the foundation for any customer service operation that intends to scale without losing quality.

Marlos Carmo

May 28, 2026

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12 min read

Guides