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[BUSINESS] · Brazil · 3 sources

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Isabella Calegari highlights CX as a strategic driver of revenue

Customer Experience CX Customer Retention Subscription Business LTV

In her new book, “CX de ponta a ponta: como transformar a experiência do cliente em retorno financeiro e crescimento sustentável,” published by A7Z, Isabella Calegari argues that customer experience (CX) should be treated as a strategic business discipline rather than a support function.

Calegari highlights a case study of a subscription-based business where customer retention more than tripled. The company transitioned from sending a single post-due date notification through one channel to using segmented communications across multiple prioritized channels. This shift increased communication coverage from 30% to 99% of the customer base.

The intervention, which involved crossing customer behavior data with team performance, identified that forgetfulness was the primary driver of delinquency. By integrating CX logic into the collections process, the department evolved from a cost center into a driver of revenue and lifetime value (LTV).

Entities

A7Z · Isabella Calegari

Claims

What the coverage asserts, and how many sources carry each claim.

Sources

Empresas medem satisfação, mas não sabem quanto ela vale - DINO [noticias.dino.com.br]
Empresas medem satisfação, mas não sabem quanto ela vale - Portal Comunique-se [portal.comunique-se.com.br]
Empresas medem satisfação, mas não sabem quanto ela vale [valor.globo.com]