The One With Brazilian CX Trust - Cami Ferreira E233

What's on your mind? Let CX Passport know... Trust may be Brazil’s CX superpower... but that’s just the start. Cami Ferreira brings more than culture insights. She brings a finance-first perspective that helps CX leaders finally speak the language of the boardroom. She shares how failures are fuel for better CX, why Brazil’s “Complain Here” platform changes accountability, and what it takes to transform a contact center into a profit center. Oh, and we still find time to talk coxinha, brigadeiro, and why salad remains a childhood trauma. What you’ll discover in this episode:Trust in Brazil as a competitive advantage that accelerates decisionsHow “Complain Here” created accountability and changed company reputationsWhy CX leaders need to stop sounding like toddlers and start speaking financeA 3-pillar framework for turning contact centers into growth enginesThe First Class Lounge: stars in Chile, cruises in Alaska, coxinha, brigadeiro... and no salads allowed CHAPTERS 00:00 Intro to Cami Ferreira 02:28 Brazilian culture, trust, and CX 05:26 Complaints in Brazil: Reclame Aqui 10:54 Finance as CX’s secret weapon 18:25 First Class Lounge 24:24 Learning from failures in CX 27:16 Turning contact centers into profit centers 29:28 Guest links & wrap-up Guest Links LinkedIn: https://www.linkedin.com/in/camilaferreiraglobal/ Long Live CX Book: https://amzn.to/4gEgOsv (affiliate link) Listen / Watch / Subscribe Listen: https://www.cxpassport.com Watch: https://www.youtube.com/@cxpassport Newsletter: https://cxpassport.kit.com/signup I"m Rick Denton and I believe the best meals are served outside and require a passport. Disclaimer: This podcast is for informational and entertainment purposes only. The views and opinions expressed are those of the hosts and guests and should not be taken as legal, financial, or professional advice. Always consult with a qualified attorney, financial advisor, or other professional regarding your specific situation.