Innovating in Contact Centers and Customer Experience: A Conversation with Vilnor Grube, CEO of ClienteSA and Co-Founder of ALOIC

In this interview, we speak with Vilnor Grube, CEO of ClienteSA and VP of ALOIC, about his experience and vision in the Contact Centers and Customer Experience (CX) industry. From launching influential portals to organizing leading events and awards, Grube shares insights into current and future challenges in the CX field and how ALOIC is shaping the future of customer interactions in the region.

To start, what does your organization do? What are the main actions or projects you undertake in the field of customer interaction and customer experience (CX)?

Our organization, ClienteSA, is a specialized media channel in customer interaction and customer experience (CX). Founded in 2001, our first initiative was Callcenter.inf.br in 1999. We focus on:

• Digital content through our portal (portal.clientesa.com.br) and YouTube channel (youtube.com/clientesaplay), offering over 2,500 videos and 820 live interviews on customer culture.
• Events and congresses, such as the ClienteSA Congress, a key annual event in the industry since 2009, and the Prêmio Latam Caravan, a new initiative for 2024.
• Awards, highlighting the ClienteSA Award, one of the most prestigious distinctions in the Brazilian market since its inception in 2003.

Tell us about the motivations for being one of the founding members of ALOIC. What drove you to start this alliance?

We were driven to be co-founders of ALOIC by the desire to strengthen the customer service culture in the region. Through ALOIC, we aim to facilitate professional exchange and networking, fundamental for the development of this industry.

At the time of founding ALOIC, how would you describe the reality of the Contact Centers and Customer Experience industry in your country and in Latin America in general? What were the challenges in those years?

In the early years of ALOIC, the Contact Centers and Customer Experience industry faced the challenge of consolidating the alliance and projects of its partners. Our focus was on strengthening cooperation and joint development in Latin America.

From the perspective of your experience and trajectory in the industry, what do you consider the most significant challenges that the Contact Centers and CX industry will face in the near future?

The main challenges I see for Contact Centers are the urgent need for modernization. Regarding CX, the growing popularity of customer experience is attracting many competitors. These competitors offer courses, create awards, and workshops, posing a challenge for our partners in ALOIC.

In your opinion, how can ALOIC help organizations and professionals address and overcome these future challenges in the Contact Centers and CX industry in Latin America?

ALOIC can help organizations and professionals overcome these future challenges in the Contact Centers and CX industry in Latin America by:

• Contributing to knowledge in the field of Contact Centers.
• Ensuring reliable and attractive products and services in CX through our congresses, workshops, live events, awards, and networking.