A REVOLUÇÃO dos Serviços de TI nas CASAS BAHIA - (LEONARDO FERREIRA E LEONARDO BARBOSA) - TI CAST 34

Name: A REVOLUÇÃO dos Serviços de TI nas CASAS BAHIA - (LEONARDO FERREIRA E LEONARDO BARBOSA) - TI CAST 34
Uploaded: 2026-02-06T10:58:09.000Z
Duration: 3 h 40 min 21 s

Introduction to the Sixth Season of TCT

Welcome and Overview

The hosts welcome viewers to the sixth season of TCT, expressing gratitude for their audience's support.

Emphasis on the importance of viewer engagement in promoting the live stream on YouTube, highlighting its voluntary nature aimed at improving IT service management in Brazil.

Introduction of a significant case study related to successful practices in IT services, specifically focusing on recent innovations within Casas Bahia.

Discussion on Benfica Football Club

Personal Anecdote

Host Felipe shares a personal story about wearing a Benfica jersey due to a historic football match against Real Madrid that ended with an unexpected victory.

Details about the dramatic game where Benfica scored a crucial goal in the last minutes, showcasing emotional ties to his Portuguese heritage and family traditions.

Introducing Guests from Casas Bahia

Guest Introductions

The hosts introduce two guests named Leonardo Ferreira and Leonardo Queiroz, who are professionals from Casas Bahia.

Leonardo Ferreira expresses gratitude for being invited and shares his excitement about discussing their work in IT services at Casas Bahia.

Professional Background

Ferreira mentions his four-year tenure at Casas Bahia as a manager of IT services and highlights collaboration with Queiroz.

Both guests express appreciation for their audience's presence and anticipation for sharing insights into enhancing quality in IT services within retail.

Contextualizing Their Work

Event Participation

Discussion about their participation in HD Experience event where they presented their case study regarding advancements made at Casas Bahia.

Take Cash Season 6 Episode 1 Overview

Introduction and Event Context

The discussion begins with a reflection on the successful presentation by two individuals named Leonardo, highlighting their engaging storytelling.

The speaker notes that a good case study can lead to success when it is well understood and presented in an educational manner, prompting audience interaction.

There was an initial plan for the team from Casas Bahia to present at the end of the previous year, but scheduling conflicts due to busy holiday seasons delayed their appearance.

Team Introductions

Léo Queiroz expresses gratitude for being invited back after six years with the group, emphasizing his role in Service Desk and Innovation.

A toast is suggested to celebrate the new year (2026), fostering camaraderie among participants and viewers alike.

Audience Engagement

Léo sends greetings to his team at Casas Bahia, encouraging them to join in on the live event.

The hosts invite viewers who have just joined to engage in chat and explain rules regarding participation in a giveaway related to wine.

Product Promotion and Store Highlight

Discussion shifts towards a Spanish wine brought by one of the hosts, which they recommend based on its quality.

A humorous warning is given about not liking or participating if viewers haven't purchased their notebooks from Casas Bahia, adding levity to the conversation.

Store Location Details

One host invites attendees to visit their physical store located at Nações Unidas with various product offerings including electronics and furniture.

They describe their store's appealing features such as LED lighting and layout across two floors.

Community Interaction

Hosts acknowledge audience members joining the live stream, encouraging them to participate actively by greeting each other in chat.

A list of names from participants is shared, creating a sense of community among those watching.

Project Background Discussion

The conversation transitions into discussing past projects undertaken by Queiroz and Ferreira at Casas Bahia, hinting at transformative initiatives that have been ongoing for several years.

Introduction to the Transformation Journey

Initial Setup and Context

The discussion begins with inquiries about the origins of a project, including team formation and contract changes.

In 2018, there were approximately 40,000 interactions via CFC Desk, predominantly through phone calls.

Pre-pandemic trends indicated a growing interest in automation (RPA), leading to initial prototypes being tested for automating interactions.

Impact of the Pandemic

The pandemic accelerated digital transformation as users shifted from traditional phone support to digital channels.

Over 90% of employees worked remotely during the pandemic, prompting increased reliance on digital communication methods like WhatsApp for sales.

The company introduced "Me chama no Zap," allowing over 1,200 stores to communicate with customers via WhatsApp.

User Adaptation and Digital Support

Users began embracing digital support but faced challenges due to insufficient maturity in their systems.

Key products were identified for testing automation; successful implementations led to increased user satisfaction and productivity.

Post-Pandemic Developments

After the pandemic, it became clear that store operations had changed significantly; mobility solutions for sales teams were prioritized.

A shared IT model was established across various business segments including retail, distribution centers, and corporate functions.

Emphasis on User-Centric Strategy

The focus shifted towards enhancing user experience by integrating more automated solutions into daily operations.

Various tools such as Power Apps and Power Automation were explored alongside RPA to improve efficiency in service delivery.

The strategy emphasized placing users at the center of technological developments to ensure relevance and utility in their work environments.

Service Desk Transformation and Team Efficiency

Mindset Shift and Data Focus

The operation's initiation marked a significant change in the team's mindset, emphasizing data-driven decision-making.

Implementation of the Service Desk portal streamlined operations for analysts by reducing unnecessary steps in user navigation.

Portal Development and Impact

A specific portal was created for the support team to handle high volumes efficiently, cutting down approximately eight steps in ticket creation.

The portal allows for quick incident association with minimal input, significantly improving response times and operational efficiency.

Performance Metrics Improvement

The focus on optimizing processes led to improved team efficiency without increasing costs, addressing challenges like high TMA (Time to Answer).

Customer satisfaction rose from 40% to nearly 60% following the portal's implementation due to faster response times.

Collaboration Across Teams

Successful collaboration with other technology areas, particularly Cybersecurity, was crucial in enhancing service delivery while maintaining security protocols.

Continuous partnership with data teams has been essential for ongoing improvements and value delivery within operations.

Strategic Partnerships and Automation

Engaging external partners like Sonda helped align service contracts with operational strategies, creating a win-win scenario.

Automation reduced manual workload on staff, allowing them to focus on complex issues rather than basic ticket resolution.

Evolving Roles and Future Opportunities

Team members transitioned from reactive problem-solving roles to proactive consultants who identify new project opportunities based on customer interactions.

Ongoing enhancements in automated interactions have expanded capabilities year over year, showcasing the success of collaborative efforts.

Service Desk Automation Insights

Achievements in Automation

30% of the volume handled by the Service Desk is both opened and closed through automation, a significant achievement reached in just three years.

Currently, 65% of interactions are recorded automatically; some require manual assistance while others go directly to solution towers, enhancing Service Desk availability during peak times.

Continuous Improvement and Learning

The evolution of these metrics was driven by constant learning and benchmarking against other companies to adopt best practices effectively.

Cultural adaptation among users was crucial for connecting strategies and achieving productivity gains, emphasizing the importance of user engagement in automation efforts.

Quality and Efficiency Metrics

The transition from 40,000 interactions to a significantly reduced number demonstrates effective automation growth from 0% to 65%, with service satisfaction increasing from 40% to 92%.

Consistent monitoring of indicators has been vital; stability within the team helped maintain strategic focus despite personnel changes.

Strategy Implementation

A Pareto approach was used to prioritize products for transformation, tracking efficiency improvements weekly.

Recognizing operational maturity levels influenced development; initial high interaction volumes required basic control measures before advancing towards more sophisticated solutions.

Aligning Objectives with Strategy

Connecting strategy with group objectives allowed for focused efforts on reducing user friction while generating business value.

Regularly reviewing performance metrics ensures alignment with strategic goals, fostering an environment where automation reduces unnecessary user contact.

Cultural Shift Towards Automation

Internal culture shifted towards understanding how to minimize reliance on automated processes while still addressing user needs effectively.

Simplifying user experiences through automation led to noticeable improvements in their interactions with support services.

Importance of Clear Objectives

Establishing clear objectives is essential for successful technology integration; many projects fail due to unclear value propositions or misalignment with strategic goals.

Path to Effective Change Management

Importance of Resilience and Clear Objectives

The speaker emphasizes the need to avoid spending on technologies and process changes that do not yield effective results, highlighting resilience as a critical factor in management.

They discuss the importance of setting clear goals and consistently monitoring progress through feedback, which can be tedious for those lacking a natural inclination for such tasks.

Success in any change initiative relies heavily on having a clear objective and firm management to ensure actions are taken effectively.

Regular meetings with managers every 15 days or monthly are essential for discussing performance indicators, fostering a culture of accountability and action planning.

The focus is on understanding waste reduction concepts from Lean methodologies to optimize operations by identifying inefficiencies.

Strategic Planning and Performance Measurement

The team conducts annual strategic planning based on previous performance metrics, refining their approach into quarterly objectives for better visibility and adaptability.

This method allows them to quickly identify opportunities that can significantly impact key performance indicators like customer satisfaction or operational efficiency.

By applying Lean principles, they aim to minimize unnecessary demands while continuously improving their work processes over time.

Leveraging Existing Tools and Knowledge

The discussion highlights the importance of utilizing existing tools within the company, particularly artificial intelligence, which enhances productivity across all employees' tasks.

One team member is noted for pursuing external knowledge through multiple MBAs related to technology, allowing the company to save budget by leveraging internal expertise instead of hiring externally.

Collaboration and Continuous Improvement

A humorous exchange illustrates how collaboration between team members leads to significant improvements; one member shares insights about automation that can lead to substantial gains in efficiency.

Their dynamic working relationship fosters innovation as they explore new automation solutions together, leading to enhanced workflows.

Results Achieved Through Automation

The transition from manual interactions to automated processes has led to a dramatic reduction in operational costs (by approximately 45%-50%) while simultaneously increasing user satisfaction by around 55%.

They have implemented an Omni Channel support system that operates via WhatsApp among other platforms, enhancing customer service delivery.

Teams and User Experience Enhancements

Overview of Team Functionality

Teams operates through a portal and web widget, allowing users to connect at a single point. There are still some numeric interactions, but the goal is to enhance user experience significantly.

AI Integration for User Interaction

A new feature will allow users to record audio commands, enabling AI to interpret requests and provide solutions. Users can also engage in dialogue via text input.

Analytical Tools for Operational Insights

An agent is being developed to assist analysts by generating weekly financial health reports. This includes operational summaries that highlight performance indicators.

Data Utilization for Proactive Support

The integration of powerful market tools aims to streamline data analysis, allowing teams to focus on future market behaviors rather than just current metrics.

Preventative Measures in User Support

The objective is to shift from reactive support to proactive measures, making daily tasks easier for users and potentially preventing issues before they arise.

Community Engagement and Feedback

Audience Interaction During Discussion

The chat audience actively engages with questions and comments during the session, indicating strong community interest.

Acknowledgment of Contributions

Participants express gratitude towards peers like André Moro and others who contribute valuable insights during discussions about shared experiences in technology operations.

Ensuring Reliable AI Learning

Addressing Data Quality Concerns

A question arises regarding how to ensure AI learns from reliable data. It’s emphasized that starting with a focused scope helps mitigate issues related to data quality.

Importance of Defined Objectives for AI Use

Establishing clear objectives for AI applications is crucial. A specialized approach allows better training based on high-quality data while addressing potential gaps effectively.

Insights on AI Implementation and Data Management

Importance of Technology in AI Analysis

The choice of technology is crucial for effective data analysis. The speaker mentions using Databricks, which is tailored for this purpose.

Emphasizes the need for data-driven guidelines to extract meaningful results from AI applications.

Structuring AI Projects

Discusses the initial steps in setting up an AI project, starting with defining clear and measurable objectives.

Highlights the importance of specifying metrics that the AI should address and understanding why those metrics matter.

Data Curation Process

Stresses that a well-defined curation process is essential; vague goals can lead to frustration due to unmet expectations.

Describes how their AI optimizes work by identifying less critical business events and improving user experience through data insights.

Event Management for Effective AI

Points out that proper event management is vital for analyzing tools like chatbots; poor management leads to inaccurate connections made by the AI.

Maintaining Data Quality

Discusses ensuring that the AI learns from reliable and updated data, emphasizing continuous curation as a key benefit.

Shares that they have saved approximately 150 hours per month through effective use of their AI system.

Data Ingestion Techniques

Explains the significance of automated data ingestion methods, such as APIs, to keep information current without manual effort.

Testing and Validation Processes

Recommends starting with simple tests (e.g., using CSV files), allowing for easy evaluation of responses before scaling up efforts.

Conclusion on Strategy Maintenance

Acknowledges feedback from participants about maintaining strategy with minimal team changes, indicating a focus on efficiency within operations.

Introduction to Entrepreneurship and Marketing

Fábio's Introduction

Fábio expresses gratitude for being part of the discussion and invites the audience to connect with him on Instagram.

He poses a question to the audience about their interest in entrepreneurship using their existing knowledge and experience.

Marketing and Sales Process

Fábio introduces a marketing and sales engineering process designed to assist professionals in transforming their rich experiences into digital assets.

He emphasizes understanding knowledge demand, product architecture design, and market introduction as key components of this process.

Operational Insights Post-Pandemic

Return from Break

The host announces the return from a break, reiterating how interested individuals can reach out to Fábio.

Audience Engagement

A question is raised by Leonardo Botino regarding AI usage among employees since the pandemic.

Changes in Employee Profile

Discussion highlights that only 1% of employees utilized AI pre-pandemic; post-pandemic changes include increased leadership encouragement for AI adoption.

Leadership Influence on Productivity

Leadership's Role

The new management introduced after the pandemic focused on customer-centric strategies aimed at enhancing client experiences.

Monthly Strategy Meetings

Regular meetings with group leadership are held to communicate strategy, review results, and encourage productivity through technology use.

Technology Adoption in Retail

Internal Incentives for Technology Use

There is significant internal motivation within the company to adopt new technologies that enhance productivity and customer value delivery.

Importance of Technology in Transactions

Emphasis is placed on technology being integral to retail transactions, highlighting its necessity for operational success.

Measuring Productivity Gains Through AI

Impact of AI on Team Performance

André Meliande questions whether mass AI usage has improved productivity; responses indicate substantial gains despite team size remaining constant.

Data Organization Challenges

The conversation shifts towards data organization related to AI usage, indicating ongoing efforts to improve efficiency through agile methodologies.

Understanding Dimensions and Metrics in Data Analysis

The Importance of Distinguishing Between Dimensions and Metrics

Companies face challenges in data analysis, particularly in understanding the distinction between dimensions and metrics.

A dimension is used to understand a subject, while a metric quantifies it. This differentiation is crucial for effective data interpretation.

For example, the volume of incidents represents a metric (quantifiable), whereas summaries serve as dimensions that provide context to the data.

Clear definitions of dimensions and metrics are essential to prevent confusion, especially when working with AI systems that analyze this data.

When discussing customer satisfaction surveys, it's important to clarify how ratings (metrics) relate to product categories (dimensions).

Steps for Effective Data Analysis

Start with one metric if there are difficulties; adjust based on AI responses until you develop an intuitive understanding of its behavior.

Prompt engineering is critical; how questions are framed can significantly affect the quality of AI-generated responses.

Providing a persona for the AI helps tailor prompts effectively. For instance, instructing it to act as a data specialist can yield better insights.

Utilize AI tools to refine your prompts by drafting initial queries and asking the AI for improvements or clarifications.

The Role of Prompt Engineering in AI Efficiency

The evolution of training courses reflects the growing importance of prompt engineering in utilizing AI effectively within organizations.

Training technical analysts on how to interact with AI systems is vital for solving user problems efficiently through well-crafted prompts.

A dedicated course module on prompt engineering has been developed due to its significance in enhancing productivity with deployed AI solutions.

Lessons Learned from Initial Implementations

Early experiences highlighted that clear instructions were necessary; poorly defined inputs led to unexpected outputs from the AI system.

Initial attempts at using AI involved setting expectations before deploying it, ensuring alignment between desired outcomes and input formats.

Measuring Productivity Through Best Practices

Establishing best practices allows organizations to measure whether they are effectively leveraging intelligence technology for improved productivity.

Improving Team Performance with Agile Tools

Utilizing Agile Tools for Measurement and Retrospective Analysis

The discussion emphasizes the importance of using agile tools to measure team effort and conduct retrospectives, comparing past performance metrics to current achievements.

A notable increase in deliverables is highlighted, showcasing that the same team has improved productivity from two deliveries three years ago to seven this year, aided by various tools including AI.

Shifting Management Approaches

The conversation points out a significant change in operational management, focusing on data-driven decision-making rather than micromanagement of tasks that do not add value.

It stresses the importance of empowering teams by reducing micromanagement, which has been pivotal in internalizing automation processes and enhancing collaboration across departments.

Automation and Value Generation

The team successfully automated over 1000 requests, representing 10% of their activities. This required focused effort over several weeks but was crucial for ensuring business continuity.

Emphasis is placed on making informed choices about automation initiatives that genuinely generate value for the organization while maintaining consistent operations regardless of external partnerships.

Client Relationship Management

There’s a reflection on past issues with outsourcing problems instead of services. Effective client management is essential as clients need guidance on business strategy despite having mature partners.

Improved relationships between clients and consultants are noted as critical for achieving objectives, especially when clients are concerned about future uncertainties.

Practical Examples of Technology Integration

An example involving Casas Bahia illustrates the necessity for performance indicators that ensure customer transactions are smooth and efficient, highlighting technology's role in business success.

The structure within operations is designed to prioritize customer needs effectively; if issues arise during transactions, there’s a direct support channel established to resolve them promptly.

Importance of Demand Management in Team Operations

Prioritization Challenges

The discussion begins with a comparison to an "old red phone," emphasizing the critical nature of demand management. It highlights that follow-up teams must prioritize effectively to manage over 1000 incoming demands.

If everything is prioritized, nothing gets done; thus, careful analysis is required to determine what should be addressed first and what can wait.

Operational Mindset and Metrics

Emphasizes the need for operational demand management and instilling a results-oriented mindset in partners. Results must be measurable rather than based on perception.

The team aims to enhance response speed through structured processes and artificial intelligence (AI), which will assist support agents in decision-making.

AI Integration in Support Processes

The goal is to create an AI agent that supports customer service representatives by guiding them on questions, tests, and escalation procedures.

A reference is made to a presentation at Home Depot regarding IT service management changes aimed at improving business impact rather than just focusing on volume.

Radical Changes in IT Service Management

Focus on Business Impact

Home Depot modified their problem management model under ITIL principles, prioritizing services that directly impacted sales without allowing repeat issues.

This led to daily operations focused on root cause analysis for any issue affecting revenue, establishing a zero-tolerance policy for recurring problems.

Change Management Insights

The discussion touches upon how many repeatable problems stemmed from unplanned infrastructure changes. Effective change management was crucial for resolving these issues without hindering business operations.

Utilizing AI for Predictive Actions

Addressing Repetitive Events

Leandro from Pague Menos asks about the use of AI in managing events and incidents. The response indicates that predictive actions are employed using AI to mitigate repetitive issues.

There’s mention of a rigid change control process within the group, including ceremonies and post-mortem analyses to learn from past incidents.

Data Accuracy as Key Factor

Emphasis is placed on having accurate data from the Configuration Management Database (CMDB). Properly understanding configuration items helps prevent unexpected situations or massive events.

Understanding Service Impact and Configuration Management

The Importance of Connecting Service Points

Discusses the need to connect service points in a flexible manner, avoiding rigid structures that require excessive manual work.

Emphasizes uniform tracking of incidents and products affected, allowing for better incident management through consistent data usage.

SISID and Product Catalog Integration

Introduces the concept of SISID, which aligns product catalogs with user perceptions, ensuring consistency across different layers of service.

Uses examples from retail (Casas Bahia) to illustrate how core services are identified and linked to configuration items.

Decision-Making Efficiency Through Configuration Mapping

Highlights the importance of having accurate SISIDs for decision-making during service disruptions by knowing which components are impacted.

Stresses that understanding the relationship between applications and services is crucial for effective incident response.

Enhancing ITSM Processes with AI Insights

Suggests that improving change processes relies more on ITSM standardization than solely on AI capabilities.

Advocates for well-mapped configuration items (CIs), enabling precise actions during system outages.

Governance and Monitoring in Change Management

Underlines the necessity of strong governance processes to ensure changes undergo proper approval before implementation.

Mentions the importance of monitoring tools during changes to assist teams in executing modifications effectively.

Ensuring AI Accuracy in Data Handling

Role of Feedback in AI Development

Discusses how feedback mechanisms are essential for refining AI responses, ensuring they meet user expectations accurately.

Describes using benchmarks to evaluate AI accuracy while acknowledging that 100% correctness is unrealistic due to inherent limitations.

Defining Response Criteria for AI Systems

Emphasizes setting clear criteria for what an AI should respond to avoid deviations from expected outcomes.

Notes that expecting scripted responses from AI can lead to misunderstandings about its capabilities; it should analyze rather than follow strict flows.

Budget Considerations in Competitive Industries

Briefly touches upon budgetary concerns relevant to industries like retail, indicating their significance amidst competitive pressures.

Investment Justification in Automation and AI

Understanding Budget Allocation for Technology Investments

The discussion begins with a question about justifying investments in automation and AI without clear return indicators, highlighting the challenge of budget allocation in competitive markets like retail.

Emphasis is placed on the necessity of demonstrating financial returns for technology investments, as past funding requests have primarily focused on quantifiable financial outcomes.

Some companies may prioritize qualitative returns over quantitative ones, especially when facing user dissatisfaction, indicating that not all investments are driven by immediate financial metrics.

Strategies for Financial Efficiency

The conversation shifts to how companies can project future growth while maintaining current costs, suggesting that efficiency can be achieved through strategic investment rather than immediate cost-cutting.

A focus on productivity increases is discussed; if a company anticipates growth, it should invest in ways that do not proportionally increase costs but instead leverage scale for better margins.

Contractual Efficiency and Human Resource Management

The need to improve contract efficiency is highlighted, particularly regarding service contracts. This involves converting human interactions into automated processes to reduce costs effectively.

Justifying the hiring of specialized technical staff against reducing main contract expenses illustrates the balancing act between investing in talent and managing overall costs.

Long-term Planning and Hardware Considerations

A deeper analysis into hardware as a service reveals the importance of forecasting equipment lifespan and degradation to ensure operational continuity over time.

Companies must assess their current hardware status critically; failing to upgrade or replace aging equipment could halt revenue-generating operations, emphasizing proactive management of technological assets.

Importance of Contextual Analysis

The discussion concludes with an emphasis on understanding both immediate needs and long-term implications when making technology investment decisions. Without this context, justifications may fail to resonate with stakeholders like CFOs.

Discussion on IT Investment and Growth Projections

Importance of Detailed Financial Studies

The necessity for in-depth studies when requesting financial resources is emphasized, as it ensures responsible management of company funds.

IT managers face challenges in securing budgets if projects do not succeed, highlighting the importance of thorough planning and justification for investments.

Aligning Investments with Company Strategy

Discussions revolve around ensuring that investment decisions align with the company's strategic goals, particularly those that drive revenue.

Anticipating growth requires understanding how infrastructure costs will increase alongside projected profits, necessitating careful financial forecasting.

Managing Costs While Supporting Growth

The conversation addresses how IT can support business growth without proportionally increasing costs or headcount through automation and efficient resource allocation.

Emphasis is placed on demonstrating how current investments can sustain future profit growth over a three-year horizon.

Short-term Investments vs. Long-term Gains

Acknowledgment that short-term investments may be necessary to facilitate long-term profitability, even if they initially seem costly.

Real-life examples illustrate the need for strategic choices under budget constraints, emphasizing the importance of data visibility in decision-making.

Utilizing Proof of Concept (POC)

The use of POCs is discussed as a method to test environments and user behavior before committing significant financial resources.

Testing different scenarios with minimal cost allows companies to gather insights that inform better investment decisions.

Scaling Operations and Technology Upgrades

Companies ready to scale may not always require new investments; existing capabilities might suffice depending on their operational maturity.

The discussion concludes by noting that investment needs are closely tied to a company's revenue potential and technological readiness.

Entrepreneurial Mindset and Financial Responsibility

The Importance of Ownership Mentality

The speaker emphasizes that while the common belief is to have an "owner's mindset," it is more crucial to manage the owner's money responsibly first.

They highlight that financial management is a significant responsibility, especially in budgeting.

Planning and Resource Allocation

Technology failures can lead to financial losses; thus, strong planning for resource allocation is essential.

The audience engagement indicates active participation and interest in the discussion about effective resource management.

Audience Engagement and Feedback

Maria Goret praises the team's work, indicating positive feedback from industry professionals.

André Meliand comments on the ongoing struggle between productivity gains versus financial gains, highlighting a key challenge in business operations.

Strategic Insights and Operational Synergies

Effective Communication of Strategy

Igor Medeiros notes that strategic planning translates into tangible results such as cost reduction and improved processes.

The discussion includes leveraging synergies among partners to enhance operational efficiency, which leads to both financial benefits and quality improvements.

User Experience Considerations

Regiane Alves stresses that executing projects with respect for user feedback contributes significantly to user satisfaction and financial success.

Marcelo Barbosa mentions the importance of maintaining real-time information within systems like CMDB for effective decision-making.

Future Perspectives: Automation and Cultural Evolution

Looking Ahead to 2026

Participants are asked for their final thoughts on future plans regarding automation, culture, and people management as they look towards 2026.

Commitment to Positive Change

One speaker expresses gratitude towards the audience while emphasizing a commitment to continuous improvement focused on enhancing user experience through technology.

Personal Reflections on Service Quality

A personal anecdote highlights the importance of good service experiences, reflecting a broader commitment within the organization to meet customer needs effectively.

Experience Design and Automation in IT Services

Purpose of Creating a Five-Star Experience

The speaker emphasizes the importance of delivering a five-star experience, which drives their team's continuous innovation efforts. They acknowledge that there will come a time when automation possibilities are exhausted, necessitating human intervention for customer service.

Integration of AI in Service Management

A discussion on integrating AI into hardware to automate problem-solving without user intervention is highlighted. The CTO's quote, "The best ticket is the one that never existed," underscores the goal of preventing issues before they arise.

Data Utilization for Proactive Solutions

The team aims to leverage data insights to anticipate problems and implement corrective actions proactively, ensuring business continuity and operational efficiency. This approach reflects a commitment to enhancing user experience through informed decision-making.

Collaboration with Partners

Gratitude is expressed towards Sonda, an essential partner in IT services, along with internal teams like cyber security and data management that contribute significantly to their initiatives. This collaboration fosters innovation within the organization.

Future Goals for 2026

Looking ahead to 2026, the focus remains on maintaining consistency while expanding automated interactions intelligently. There’s an emphasis on connecting the service desk more effectively with command centers to enhance operational efficiency through synergy among teams.

Enhancing Incident Response Efficiency

The need for quick resolution of critical incidents is discussed, highlighting the role of support agents in ensuring timely responses and effective orchestration during incidents for optimal user experience. Continuous improvement in response times is identified as a key challenge moving forward.

Final Thoughts and Acknowledgments

Closing remarks include appreciation for collaborative efforts and recognition of engaging discussions throughout the session, emphasizing real-world case studies as valuable learning opportunities for future events. Participants are encouraged to look forward to interesting cases shared over the year ahead.

Community Engagement and Feedback

Audience engagement is acknowledged with thanks directed at participants who contributed questions or comments during the session; positive feedback highlights how effective management has made a significant impact alongside technological advancements like AI integration in operations.

Sorteio e Agradecimentos

Abertura do Sorteio

O apresentador agradece a todos os participantes que estiveram presentes até o momento, criando um clima de camaradagem e descontração.

Ele menciona que é hora de iniciar o sorteio, com uma pitada de humor sobre aqueles que não participaram.

Anúncio do Vencedor

O nome da vencedora, Rosilene Pereira, é anunciado. O apresentador aguarda sua confirmação no chat.

Após alguns momentos sem resposta, o apresentador decide prosseguir com outro sorteio, mencionando que Fábio foi o próximo vencedor.

Interação com os Vencedores

O apresentador interage com Fábio, confirmando sua presença online e brincando sobre a expectativa dele em ganhar.

Fábio é solicitado a enviar seu endereço para receber o prêmio (um vinho), reforçando a interação amigável entre os participantes.

Informações Adicionais

Um e-mail é fornecido para dúvidas gerais dos participantes sobre outros assuntos relacionados ao evento.

Encerramento

O apresentador expressa gratidão pela participação de todos e anuncia um próximo episódio programado para março.