Overview
Join Vanessa Takaoka, Director of Technology at Ânima Educação, as she shares how an omnichannel platform helped unify a fragmented student experience from north to south of Brazil.
Learn how Ânima Educação became one of the largest users of WhatsApp on NiCE's platform, configured CXone to handle major territorial differences across their brands, and drove a customer-experience-focused change across the entire organization.
In this session, you'll hear:
- Why fragmented channels and low resolution rates made an omnichannel platform necessary across 25 different brands
- How WhatsApp and video calls became core channels for reaching students from north to south of Brazil
- Why a flexible platform like CXone was essential to configure for such wide territorial differences
- How organization-wide change in favor of customer experience mattered more than the technology alone
- Why the real impact of this work goes beyond digital service, reaching families at graduation and beyond
Whether you're looking to unify a fragmented customer experience across many brands, or bring flexible, channel-rich technology to a wide and diverse territory, this testimonial offers a real-world look at what it means to reach students and their families at some of the most meaningful moments of their lives.