Bruno Marcial

Leadership in CX Strategy & Technological Innovation (AI) I lead the implementation of Generative AI, Speech Analytics, and bot solutions to transform customer service operations, moving from reactive models to predictive and personalized experiences.

• * Deployment of Proprietary Products: Driving and launching key solutions like Smile.CX (a solution that combines AI efficiency with human excellence) to the market.

• * Technological Adoption and Upskilling: I lead internal training on GenAI and Tech Products, ensuring that technology is not only implemented but culturally adopted by operational teams.

• * Data-Driven Operational Optimization: Orchestrating data analysis models to monitor interactions in real-time, detecting inefficiencies and raising quality and satisfaction (CSAT) standards.

• * Deployment of Proprietary Products: Driving and launching solutions like the Avatar Customer Care AI (pioneers in automated immersive support) to the market.

• * Web3 & XR Business Development: Transforming emerging technologies (Metaverse, Extended Reality) into scalable business opportunities, designing real use cases focused on the end-user.

• * Technological Adoption and Upskilling: Leading internal training on GenAI and Tech tools.

I coordinate, direct, and teach in the Master's in Blockchain Management and Web3 focused on the business area.