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André Mota
Senior Manager, CX Strategy & Optimization at OutSystems
André Mota is the Senior Manager of Customer Experience at OutSystems, where he plays a pivotal role in shaping customer experience strategies and optimizing customer interactions. He is part of the Customer Success leadership team, focusing on enhancing customer satisfaction and engagement within the company.
Mota has a background in customer experience strategy and optimization, which supports his efforts in improving the overall service delivery and client relationships at OutSystems. His expertise lies in developing strategies that align with customer needs and expectations, ultimately driving business success.
For more details about his professional background, you can view his LinkedIn profile here .1
Highlights
Like many of my connections on LinkedIn, I have an amazing 2023 wrapper on OutSystems Community! Unfortunately, I am not a role model in terms of daily engagement in our amazing Community... and I rank #717219!
But wait! Being a CX practitioner, I am extremely HAPPY for the HUGE GROWTH on the number of developers that every day decide to explore #outsystems, and learn about #lowcode.
No idea about what I am talking about? Take a look and check by yourself the impact of each and every #community member on hundreds of companies that trust OutSystems.
What about 2024? Well, just one wish: to rank 1,000,000th!
✈ Just returned from #orlandofl after 3 fulfilling days on TSIA Interact 2023, on behalf of the OutSystems support team. Sharing some key takeaways for service experience leaders. 💡
🔝 Ice-breaking session "2 truths, 1 lie" with Vele Galovski, where, for a couple of minutes, many thought that support teams are increasingly providing formal or documented input (from customers...) to their company's product roadmap (that same customers pay for...). But this was the LIE... many companies have their support services, product management, and R&D playing the broken phone on VoC programs.
🔝 Round table with Sara Johnson about the latest and greatest in knowledge management practice. In 45 mins, the word ChatGPT was said and heard about 1 million times. Great expectations about LLMs and their impacts on the way organizations produce knowledge and the way customers consume it.
🔝 Opening session, with B. J. Woods, about the business trends for SaaS companies, that are here to stay for the upcoming years: finding the right mix of cost containment - a cry for multi-function operational efficiency - and delightful customer experience - propelling retention, expansion, advocacy.
🔝 Jim Roth from Salesforce about the value of consistency of digital touchpoints across the customer journey: learning the product, adopting the product, and being supported. Do not show (or sometimes, even force...) customers your org chart - if it feels broken, it's because it's broken.
🔝 Susana Esteban from HPE about outcome-based customer journey mapping, and how an executive-sponsored CX strategy transformed VoC programs to maximize customer value and accelerate business expansion.
🔝 Lott Caskey from ServiceNow about providing seamless end-to-end customer service, through self-service, case avoidance, and integrated case management; exploring ways of AI being infused in the support customer journey to enrich the touchpoints and improve agent's experience.
Great to meet Austin Grimes, Warren Cook, and Kimberly May, among many others. OutSystems superbly represented by Carla Gueidão, Eduardo Oliveira, Gabriela Rego, and Miguel Monteiro. Thank you Paulo Garcia for making this happen.
#outsystems #tsia #cx #customerexperience #knowledgemanagement #km #chatgpt
