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Heverton Anunciacao, CSM

Project Manager at University of Consumer

Curitiba, Brazil

Heverton Anunciação was born in Brasilia/Brazil. He is a researcher in behavior and Information Technology. Since 1985 in the technology field he is currently Project Manager in Customer Relationship Management (CRM). Subject-Matter Expert in Social CRM, and Certified Scrum Mater (CSM) in Scrum Agile.
He studied technology in several institutions in Brazil and abroad. Nowadays, he is specialized in the news of Marketing world, Customer Experience, Social Responsibility, and Business Administration.
The author is a Researcher at Relationship Marketing (CRM) and consumer experience, besides having experience in ERP and CRM implementation, administration and training in financial institution, companies in the retail, telecommunications, and contact center in Brazil and abroad.
Heverton Anunciação worked as Project Manager, PMO and consultant in IT and CRM projects in Brazil and Latin America companies, such as Federal Supreme Court – Brazil, UNAFISCO, Mary Kay of Brazil, Boticário, Atento, Telemig, Vantive, PeopleSoft, Clube Extra Loyalty Program, presidential campaign of Aécio Neves in 2014, UOL, Ericsson, Entel Chile, among others.
He is the author of books and articles on the subject in several magazines, including Exame Magazine. And he was one of the judges of ABT 2013 Award to elect the best portfolio customer service of Brazil

Available For: Advising, Consulting, Influencing, Speaking
Travels From: Curitiba, Brazil
Speaking Topics: CRM, Customer Service, Data Management

Heverton Anunciacao, CSM Points
Academic 0
Author 378
Influencer 260
Speaker 65
Entrepreneur 40
Total 743

Points based upon Thinkers360 patent-pending algorithm.

Thought Leader Profile

Portfolio Mix

Company Information

Company Type: Individual
Business Unit: Consulting
Minimum Project Size: Undisclosed
Average Hourly Rate: Undisclosed
Number of Employees: Undisclosed
Company Founded Date: Undisclosed

Areas of Expertise

Agile 30.04
Analytics 34.53
Cloud
CRM 80.02
Customer Experience 45.32
Digital Transformation 30.04
ERP
Innovation
Leadership
Management 30.05
Marketing 33.42
Predictive Analytics 30.91
Retail
Big Data 40.09
Customer Loyalty 38.76
Social 30.12
AI 30.01
Business Strategy
Sales 30.14

Industry Experience

Consumer Products
Financial Services & Banking
Hospitality
Media
Other
Professional Services
Retail
Telecommunications
Textiles Production

Publications

1 Analyst Advisory
Metaverse opens new opportunities to win over and retain customers
VAREJO
May 27, 2022
Metaverse opens new opportunities to win and retain customers
Technology can help create immersive experiences, capable of delighting the shopper. Is your store prepared for this new reality?

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Tags: CRM, Customer Experience, Customer Loyalty

4 Article/Blogs
How To Boost Your B2B Sales Like A Bull? – Backed By Industry Experts
UnboundB2B
September 09, 2021
t has been a while since B2B distribution was all about cold calling and direct mail, but things have changed significantly since the advent of the digital age.

Over a wide range of industries, companies are increasing their investments in B2B sales teams.

It is no longer just a few years ago when B2B sales involved just a few touchpoints. Today, a lot more stakeholders are engaged, and these factors are creating longer sales cycles, which poses new challenges to all parties who are involved.

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Tags: CRM, Marketing, Sales

Data Science for Virgins
linkedin
May 12, 2021

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Tags: AI, Analytics, Big Data

Técnicas de Gerenciamento de Projetos praticadas informalmente no Brasil
LinkedIn
March 31, 2021
Toda essa busca pela perfeição e sucesso nos projetos no Brasil é de muito valor. Técnicas ou metodologias como (Canvas, PMI, Agile, Scrum, etc..etc).. Entretanto, o Brasil tem um jeito peculiar e seja o que Deus quiser de gerenciar projeto.

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Tags: Customer Experience, CRM, Agile

03 casos de Experiências do Cliente com um toque de Inteligência emocionalmente Artificial
LinkedIn
January 27, 2021
Eu apresento 3 casos reais de experiências do cliente que teriam o resultado diferente se alguém, um processo, um software, um robô, um dispositivo, ou seja lá o que for tivesse pensado no futuro do cliente.

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Tags: Social, CRM, Management

6 Books
Atendimento Ao Cliente: Profissionais Que Revolucionaram o Campo da Experiência do Cliente
Altabooks
October 01, 2021
Antigamente, as empresas ou iniciativas focavam “caçar” e buscar clientes, ou seja, o bom empreendedor era aquele visto como um excelente “caçador”. Agora, clientes de posse das redes sociais obrigaram e forçaram as empresas que praticavam monólogos ou que eram antipáticas a entender o real pós-venda e serem “fazendeiros” de clientes, ou seja, criarem um relacionamento cíclico e contínuo. Foi pensando nisso que o autor resolveu reunir a elite de profissionais dessas vertentes do setor, trazendo os gurus da área de venda, atendimento, legislação, prospecção, tecnologia, operação, recursos humanos, estratégia e cultura corporativa. Cada um desses profissionais apresenta a própria experiência de como envolver todos da empresa, e não apenas um departamento. Isso porque o cliente não é atendido por apenas uma pessoa, e, sim, por toda a empresa. As empresas que estão praticando as melhores estratégias de atendimento ao cliente e experiência de consumo conseguem retirar o cliente da área de marketing e fazem com que toda sua informação e dados sejam usados de forma ideal pelas demais áreas da empresa. A experiência e a jornada do cliente com a empresa se iniciam na criação do seu desejo, do seu esforço, ou não, de encontrar a empresa ou marca, e segue até o consumo do produto ou serviço, e, se houver, da realização de um atendimento de pós-venda. Somente após esse ciclo, o cliente retornará ou indicará a empresa.

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Tags: Customer Experience, CRM, Customer Loyalty

Data Science and Business Intelligence: Advice from important Data Scientists around the World
amazon
June 22, 2020
A professional, no matter what area he belongs to, I believe, should never think that his truth is definitive or that his way of doing or solving something is the best.
And, logically, I had to get it right and wrong to reach this simple conclusion.
Now, what does that have to do with the purpose of this book? This book that I have gathered important tips and advice from an elite of data science professionals from various sectors and reputable experience?
After I've worked on hundreds of consulting projects and implementation of best practices in Relationship Marketing (CRM), Business Intelligence (BI) and Customer Experience (CX), as well as countless Information Technology projects, one truth is absolute: We need data!

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Tags: Analytics, Big Data, Predictive Analytics

The Book of all 20 Methodologies to improve and profit from Customer Experience and Service - Why, when and how to use each one
amazon
March 04, 2020

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Tags: Customer Experience, CRM

30 Advices from 30 Greatest Professionals in CRM and Customer Service in the world, preface by Don Peppers.
Amazon
November 01, 2017

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Tags: Customer Experience, CRM

The Official Dictionary for Internet, Computer, ERP, CRM, UX, Analytics, Big Data, Customer Experience, Call Center, Digital Marketing and Telecommunication: The Vocabulary of One New Digital World
amazon
October 15, 2017

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Tags: Big Data, Customer Experience, Marketing

41 Advices from 41Greatest Professionals in CRM and Customer Service in Brazil
amazon
April 03, 2017

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Tags: Big Data, Customer Experience, CRM

2 Founders
Virtual CRM
Heverton
September 17, 2020
I developed my CRM solution as SAAS for small business

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Tags: Customer Experience, CRM, Customer Loyalty

Mirante 45 - the highest mountain chalet in Brazil
Heverton anunciacao
September 14, 2005
In 2005 I created this chalet to offer a private mountain for clients. And there I practice the best practices of customer service and CRM, and therefore we are a success and object of desire in social networks

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Tags: Big Data, CRM, Marketing

3 Influencer Awards
World's Top 30 Customer Service Professionals for 2022
Global Guru
February 08, 2022
Honored to be once again included in the list of the World’s Top 30 Customer Service Global Gurus for 2022. Congrats to all these wonderful customer service evangelists who keep the world of #customerservice rising to a new level!

https://globalgurus.org/customer-service-gurus-top-30/

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Tags: Customer Experience

Top 50 Customer Experience (CX) Influencers to Follow 2021
The Awards Magazine
June 04, 2021
In the year 2021, Customer Experience has risen to the top of the priority list for many businesses and enterprises. It is now widely recognized as a crucial brand differentiator and a significant factor in the success and revenue growth of your company. While many organizations are trying to provide customers with relevant and enjoyable experiences, a few Customer Experience Leaders have cracked the code and produced the best!

We feel it is critical for all of us who care about customers to keep up with the newest developments in customer experience and service. As a result, we’ve compiled a list of the top 50 CX influencers to keep an eye on.

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Tags: Customer Experience

World's Top 30 Customer Service Professionals for 2021
GLobal Gurus
March 23, 2021
Honored to be once again included in the list of the World’s Top 30 Customer Service Global Gurus for 2021. Congrats to all these wonderful customer service evangelists who keep the world of #customerservice rising to a new level!

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Tags: Customer Experience

5 Keynotes
Case Study: Digital Transformation and Data Governance lecture and course at GBS Dubai
GBS Dubai
July 06, 2023

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Tags: Customer Experience, CRM, Predictive Analytics

Panel with Heverton Anunciação at the South Summit 2023 in Porto Alegre
south summit brazil
July 04, 2023

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Tags: Customer Experience, CRM

IT'S ALL ABOUT CEX ! THE LESS EFFORT AND FRICTION, THE GREATER THE CUSTOMER LOYALTY
viasoft connect
June 21, 2022
Customer experience and CRM strategies do not always find the "blind spots" of data that only the customer sees. From my research, I will show how companies are losing customers either in the misuse of technology and processes.

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Tags: Customer Experience, CRM, Customer Loyalty

TECNOLOGIA E OPERAÇÕES DE AUTO ATENDIMENTO: VANTAGENS E REFLEXÕES
APAS SHOW
May 19, 2022
Consumers want convenience. Offering products is no longer enough, and service is what predominates. So when a customer opens a tap or turns on a light switch, he wants to be served on time AND with quality. What is the operating model in this context? Come and learn how self-service technologies and operations are impacting the retail business.

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Tags: CRM, Customer Experience, Customer Loyalty

Viaconnect community event
Viasoft
December 07, 2020
I will talk about CRM and CX with data

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Tags: Big Data, Customer Experience, CRM

2 Media Interviews
CXBuzz Interview With Heverton Anunciacao CEO At Universidade do Cliente
CX BUxx
March 15, 2021
my interview for site

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Tags: Customer Experience, CRM, Customer Loyalty

Weekly Magazine Person of the Week
Instagram / Heverton Anunciação
October 13, 2020
Every week Heverton interviews an important CRM, CX and customer service professional from around the world

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Tags: CRM, Customer Experience, Customer Loyalty

1 Miscellaneous
Bridging the Gap Between eCommerce and Real-World Experiences
Business 2 community
May 24, 2021
my participation in this article

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Tags: Customer Experience, CRM, Business Strategy

1 Podcast
Person of the Week - Heverton Interview those who really make happen
Soundcloud
September 30, 2021
I started to do a weekly interview with initiatives, projects, or professionals from Brazil and abroad who are acting in the consumer x company relationship, or customer service for the electronic magazine I created called Person of the Week.

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Tags: Customer Experience, CRM, Customer Loyalty

3 Speaking Engagements
Digital Transformation Summit
Exito
September 22, 2021
IGITAL TRANSFORMATION SUMMIT QATAR 2021
With the potential of digital transformation being established globally and its adoption being accelerated in the face of the pandemic, more organizations are looking to "go digital".

Qatar has seen a major acceleration in the domain of digital transformation, owing to government initiatives like Qatar National Vision 2030. Keeping this in mind, after completing 5 successful editions, the Digital Transformation Summit comes to Qatar.

This summit will focus on discussions around most impactful emerging tech in digitalization, digital business strategy and common problems faced in most digitalization efforts and how to address them.

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Tags: CRM, Customer Experience, Digital Transformation

CX Strategies for the Touch-less Tomorrow
Exito
May 21, 2021
In developing markets, we've seen an exponential increase in the number of organizations emphasizing the importance of customer experience and customer journey. The Middle East region, in particular, is a hotspot for digital disruption, as competition and customer expectations rise.

Things that are going to create a new era for CX:
1. Shifting Customer Engagement from Reactive to Proactive
2. Breaking Down Data Silos to Create Integrated Cross-Channel CX
3. Use machine learning and artificial intelligence to your advantage.
4. Make CX improvement part of the company culture.

Join us on June 24th, 2021 for the third edition of our Global CX Summit Middle East to discuss the latest technology trends for CX with industry experts from around the world and engage with a qualified audience looking to explore or deploy CX solutions for their organization.

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Tags: Analytics, Customer Experience, CRM

COnsummer 2.0
TV Channel in Brazil
February 20, 2020
interview about crm

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Tags: CRM, Customer Experience, Customer Loyalty

2 Videos
What should we learn from the billionaire world of coffee customer experience?
heverton anunciacao
September 23, 2023
Hi... I hope all is well... and I ask you a question: Why is it that everyone who likes and works with coffee is doing so well in life and in their careers?
I've been researching this for the last 5 months and I've come up with the answers so that you can be inspired and implement the same teachings in your career or business.

Today I'm launching my first documentary researched in Brazil and abroad. The documentary is called What should we learn from the billionaire world of coffee customer experience?

Also, would you know what it's like to create and design services to add to a product? And from there, understand how companies like Starbucks or others make a cup of coffee go from $2 to $20?

Get your popcorn ready and watch my 2 hour 30 minute documentary, which is now available on YouTube. And if you like it? follow our channel and activate notifications, as well as recommend it to your friends.

To listen automatic translation from Portuguese to English, just active it at your Youtube.

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Tags: CRM, Customer Experience, Customer Loyalty

Interviews of my works for some tv channels
others
February 20, 2020

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Tags: Customer Experience, CRM

2 Webinars
curso de pos-gradução de Marketing e Ecommerce da faculdade Centro Universitário Cidade Verde, de Maringa
UNIFCV Maringa
September 02, 2020
Eu compartilho aqui a aula que ministrei como professor convidado no curso de pos-gradução de Marketing e Ecommerce da faculdade Centro Universitário Cidade Verde, de Maringa... Falei sobre como acabar com a "faixa de gaza" entre Marketing, Vendas, TI, CRM, Atendimento, e os clientes..

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Tags: CRM, Customer Experience, Customer Loyalty

How to leave the crises using data
Curitiba´s governamental
October 22, 2019

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Tags: Big Data, CRM, Customer Experience

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