Understand more about Customer Experience

  • Customer Experience was always and always will be one of the most relevant (if not the most one) topic of success of any business.
    Customer Experience was always and always will be one of the most relevant (if not the most one) topic of success of any business.


Step by step to a successful implementation of a CX culture in your company


How to do CX? Workshop

All the knowledge that your company needs to understand and practice CX.


Am I ready?Maturity Model

A complete diagnosis of the maturity level of your company.


Where do I start? Business Assessment

Identification and prioritization of the necessities of your business using the L3 method.


Where to start? Trails and Journeys

Putting in practice the strategies of Customer Experience with the right tools.


  • Generation of Potential Clients
  • Automation of Marketing Campaign
  • Linkedin Integration
  • Automation of Social Media

Customer Service

  • OmniChannel
  • Client Self-attendance 
  • SLA´s and Contracts Management
  • Incident Management

Artificial Intelligence

  • Client segmentation models 
  • Basket of products recommendation 
  • Loss prevention 
  • Customized predictive models


  • Opportunities Management
  • Pipeline Management
  • Sales Activities Management
  • Goals Management

Field Service

  • Task Management of Service Orders
  • Resources Management 
  • Booking System
  • Service Agreements Management


  • Loss of clients analysis  (Churn)
  • Customer Satisfaction Index (NPS)
  • Cost of client aquisition (CAC)
  • Lifetime Value (LTV)

Technology parters


It is fundamental to the knowledge of the whole team to know about WHAT IS and HOW TO DO. Serving the client well is not only setting up an automation tool, it requires a behaviour change. The purpose is to present the challenges and the main critical factors to a successful project, as well as get inspiration from real projects learning what needs to be done to deliver value to the client.

The CX Concept

The CX Stages

How to implement it

How to keep it

Before investing in any Customer Experience initiative, we evaluate the maturity level of the critical success factors.

Thus, we can anticipate the main difficulties according to our experience in implementing projects, reducing the investment risk. 

Business Assessment

Business Assessment is an identification and prioritizing tool to initiatives based in the best market practices, using Design Thinking and Canvas. During this journey, we use the L3 methodology for mapping and prioritize the opportunities of innovation, according to the available resources, the time of implementation and the financial return (ROI). 

The final result is a Business Value Map, containing the measurable benefits of each tactical action, and the proposed solutions, related with the four value pillars 

Doing the Business Assessment with L3 was key to enable and approve the Project, because we could show in a clear and objective way to the Board´s Company the added value and financial return, which in the end is the most important factor.

Ewerton Mello Braga Garcia Júnior
Systems, Support, Processes and Quality Assurance Manager at Simpress

The partnership with L3 had made it possible for us to do an immersion involving the main business area of the company. When we compiled the process, we identified which of them could be optimized and which could be automated, making people free to focus on what really matters.

Ariovaldo Latanzio
Digital Transformation Manager at Sumicity

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