Douglas Vieira

Customer Experience | Customer Operations | Digital Transformation | Analytics & AI

I began my career in operations. It was by closely monitoring NPS, FCR, CSAT, SLAs, and forecasting that I realized something fundamental: behind every metric lies a decision on how to treat people—and that decision is what separates a simply good operation from a truly excellent one.

I have spent over 15 years on this pursuit within the telecom and technology sectors, bringing together operations, technology, people management, and customer experience to deliver tangible business results—not just satisfaction on paper.

At Samsung, I led a team of over 300 people and lived this in practice every day: developing leaders, engaging teams, and fostering a culture where high performance and caring for people go hand in hand. Simultaneously, I closely monitored NPS, VOC, FCR, and SLA adherence, optimized forecasting and workforce management, and spearheaded global transformation programs that redesigned the customer journey from the ground up. I learned that operational excellence isn't just about hitting targets—it's about developing people capable of sustaining those targets daily, with autonomy and purpose.

Today, at Claro Brasil, this journey continues—connecting ecosystems like Salesforce and Qualtrics to turn data into better decisions, better decisions into retention, and retention into sustainable business outcomes.

Ultimately, the best experience isn't the flashiest one—it's the one built on solid processes, data, operational discipline, and well-led teams. This combination is what I am passionate about, and it is what I strive to build in every project:

🔹 Customer & Employee Experience

🔹 People Management & Team Development

🔹 Operations & Continuous Process Improvement

🔹 Voice of the Customer (VoC) & Analytics

🔹 CRM, Martech & AI-Driven Journeys

🔹 Executive Stakeholder Management

CX has never been just about metrics to me... it's about understanding that behind every number is a person—whether a customer or an employee—and that my job is to translate that into sustainable business results.