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Satisfied Customer, Conquered Market: the Leap of Competitiveness in User Experience

Cliente satisfeito, mercado conquistado: o salto de competitividade na experiência do usuário

At the heart of digital transformation and continuous innovation lies an unwavering truth: customer experience (CX) is the engine of competitive differentiation.


CMOs, CTOs, and CIOs of renowned medium and large organizations deeply understand this fact, supported by emblematic figures in design and user experience, such as Don Norman, one of the leading experts in human-computer interaction design: "Experience encompasses all aspects of the end-user interaction with the company, its services, and its products."


This philosophy is intertwined in the DNA of innovation methodology, reflecting a meticulous commitment to harmonizing user experience (UX), user interface (UI), and customer experience (CX), from persona studies to service structuring.


Design goes beyond aesthetics; it's about functionality and the feeling it conveys to the user, the ease it integrates into everyday life.


The Forbes article "100 Customer Experience Stats For 2023", signed by renowned CX expert Blake Morgan, highlights statistics on customer experience (CX) and emphasizes its growing importance in the 2023 business landscape.


Cinco insights sobre CX que você precisa conhecer

Five Insights About CX You Need to Know


Preference for Experience

Customer experience surpasses price and product as the primary brand differentiator. This data is corroborated by Morgan's statistics, showing that 61% of consumers are willing to pay more for a good experience.


Loyalty and Churn

Customer loyalty is crucial, considering that acquiring a new customer can cost up to five times more than retaining an existing one, as indicated by Invesp. The information that 60% of consumers switched brands due to a negative service experience highlights the volatility of their loyalty.


Digital Expectations

With global e-commerce reaching $4.2 trillion in sales, as reported by Statista, the article's data shows that technology is a priority, with 94% of customers rating video support as a positive experience and 78% stating that environmental practices influence their purchasing decisions.


Response Time

In a world where users expect speed, knowing that the average response time for a customer service request is 12 hours and 10 minutes, according to SuperOffice, can be a competitive advantage for companies that can offer faster response times.


Technology and Self-Service

With the rise of artificial intelligence, 75% of brands predict using AI-based selling by 2025. This aligns with the growth of consumer preferences for digital channels and self-service solutions, where 68% of consumers prefer self-service options for simple inquiries.


Discovery como fundamento

Discovery as Foundation


The user experience journey begins with Discovery, a deep dive into the world of the end user, identifying both explicit and latent needs. This is an important stage that encompasses qualitative and quantitative analyses to deliver empathetic and effective solutions.


An Interactive and Continuous Improvement Process 

The pursuit of excellence in CX is a path of constant evolution, driven by continuous feedback, with the goal of exceeding expectations. Each interaction is an opportunity for growth and innovation, with data collected through research methods and advanced analytical tools, translated into actionable insights.


The Power of Collaboration and Feedback

Valuing the knowledge and contribution of each individual is essential, with everyone seen as crucial co-creators whose ideas are indispensable for CX evolution.


Feedback cycles are taken seriously, with each perspective representing a fundamental pillar for continuous improvement.


Beyond "Figital": A Robust D2C Framework

AP Digital Services' adherence to this innovation premise is meticulously calibrated to harmonize the nuances of UX, UI, and CX — from persona studies to service architecture. We understand that design transcends aesthetics; it's about functionality, the sensation in user contact, the ease it provides in everyday life.


Our D2C framework reflects the team's commitment to adjusting and perfecting client processes, creating synergy between the physical and digital. It's a structure designed to strengthen the brand's presence consistently and strategically at each stage of the consumer journey.



Companies that trust AP


Empresas que confiam na AP



The essence of our Direct-to-Consumer (D2C) approach


  1. Distinct value proposition: We develop value propositions that resonate with your market and align with your strategic vision.

  2. Targeted and strategic growth: Through increasing customer base or market expansion, our data-driven methods ensure growth and visibility.

  3. Authenticity in customer centricity: We personalize customer journeys to create authentic connections that captivate and foster loyalty.

  4. Remarkable performance: Our commitment is to operational excellence, ensuring performance that exceeds expectations.

  5. Agile operational innovation: We combine cutting-edge technology and innovative practices to ensure agility and efficiency.

  6. Strategic partnerships: Our ecosystem of partnerships keeps you ahead, always equipped with the latest tools and technologies.


UX, UI e CX estratégicos

Strategic UX, UI, and CX


As we unravel the layers of the customer experience, it becomes evident that design, usability, and emotional connection are inseparable components of a successful service or product. The fusion of UX, UI, and CX is not just a methodological approach; it is a translation of values and visions into tangible interfaces and memorable interactions. The care with which these nuances are woven together determines the quality and depth of the experience provided.


At the confluence of technology, design, and strategy, the customer experience emerges not as a mere point of contact, but as the epicenter of a lasting relationship between the brand and its audience. Functionality becomes poetry in motion, aesthetics turn into dialogue, and each interaction is an opportunity to delight and solve.


Excellence in customer experience is an ongoing journey, something we are constantly redefining and refining. It is an unwavering commitment to progress, a promise of innovation that drives us to go beyond expectations, creating not just products and services, but legacies of satisfaction and loyalty.


With each new challenge, we reaffirm our purpose: to provide experiences that not only meet but anticipate and transcend the aspirations of our customers. This is where true competitive differentiation lies, and it is here that we, as visionaries and creators, leave our indelible mark on the world.




Luciana Miranda






Professional with over 20 years of experience in product development and innovation. Luciana has worked in major companies such as CI&T, Coca-Cola Company, and Accenture.


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