{"id":3769,"date":"2020-05-12T10:14:36","date_gmt":"2020-05-12T10:14:36","guid":{"rendered":"https:\/\/cxblog.com\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/"},"modified":"2022-02-21T17:35:38","modified_gmt":"2022-02-21T17:35:38","slug":"cx-humans-or-robots-feelings-nothing-more-than-feelings","status":"publish","type":"post","link":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/","title":{"rendered":"CX &#8211; Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d"},"content":{"rendered":"\n<p class=\"has-text-color\" style=\"color:#f6c738\">Este artigo, para al\u00e9m de uma reflex\u00e3o sobre o impacto da tecnologia no futuro das atividades de Customer Service e na Customer Experience, \u00e9 tamb\u00e9m uma homenagem a Florian Schneider, co-fundador dos Kraftwerk e considerado por muitos o Pai da M\u00fasica Eletr\u00f3nica, que faleceu no passado dia 06 de Maio. \u201cThe very best electropop, ever. RIP Florian\u201d Loyd Cole<\/p>\n\n\n\n<p>Faz precisamente no dia de hoje, 12 de maio, que em 1978, os Kraftwerk criaram uma das primeiras m\u00fasicas eletr\u00f3nicas da hist\u00f3ria &#8220;The Robots&#8221;, criando um novo estilo musical e abrindo as portas para o futuro com a introdu\u00e7\u00e3o da tecnologia no mundo da m\u00fasica.<\/p>\n\n\n\n<p>A m\u00fasica \u00e9 um \u00f3timo exemplo de como a amea\u00e7a da Automatiza\u00e7\u00e3o e AI pode n\u00e3o ter o impacto devastador no mundo do trabalho que muitos profeciam para a \u00e1rea do Customer Service e muitas outras relacionadas com a Customer Experience. Ali\u00e1s, ajuda-nos mesmo a perspetivar o futuro analisando a sua evolu\u00e7\u00e3o. Vejamos! Na m\u00fasica, h\u00e1 muito que existe tecnologia (talvez a \u00e1rea onde est\u00e1 mais avan\u00e7ada) capaz de a criar de forma sensitiva com base em estudos sobre o efeito que cada sonoridade tem nos Humanos. Por outro lado, a tecnologia existente \u00e9 capaz de produzir na mais perfeita afina\u00e7\u00e3o e qualidade de som todos os instrumentos.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>T\u00ednhamos ent\u00e3o todos os ingredientes necess\u00e1rios para, atrav\u00e9s de Intelig\u00eancia Artificial, se criar os maiores Hits da hist\u00f3ria da m\u00fasica, mas passados mais de 40 anos, o homem continua apenas a apreciar a m\u00fasica feita por humanos<\/p><\/blockquote>\n\n\n\n<p>A justifica\u00e7\u00e3o \u00e9 simples, O Sentimento! Os seres humanos s\u00e3o movidos por sentimento! Os Humanos e apenas os Humanos, possuem essa funcionalidade inimit\u00e1vel que lhes permite transmitir, receber e interpretar o Sentimento. Ali\u00e1s, t\u00eam mesmo uma necessidade absoluta de receber feedback sobre o sentimento sempre t\u00eam determinada a\u00e7\u00e3o, para perceber o seu impacto. Quando de alguma forma n\u00e3o o sentem, desinteressam-se! Um exemplo: ningu\u00e9m gosta de reclamar para uma m\u00e1quina! J\u00e1 pensaram que p\u00f4r os clientes a reclamar para uma m\u00e1quina, \u00e9 literalmente uma evolu\u00e7\u00e3o tecnol\u00f3gica da express\u00e3o &#8220;Fala para o boneco&#8221;?<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>A justifica\u00e7\u00e3o \u00e9 simples: O Sentimento. Os Seres Humanos s\u00e3o movidos por Sentimento!<\/p><\/blockquote>\n\n\n\n<p><strong>Voltando \u00e0 m\u00fasica! Neste momento, muitos de voc\u00eas est\u00e3o a pensar, &#8220;e a m\u00fasica eletr\u00f3nica?\u201d<\/strong><br>A m\u00fasica eletr\u00f3nica refor\u00e7a ainda mais esta ideia, as pessoas ouvem ou v\u00eam concertos ao vivo, pelo DJ e pelo sentimento que ele est\u00e1 a transmitir a cada passagem, ele pr\u00f3prio tende a adaptar a sua performance ao sentimento que recebe do p\u00fablico a cada momento. A magia est\u00e1 nesta interatividade. O chamado \u201cDJ PenDrive\u201d nunca vai ter sucesso! A mesa de mistura e a beat box s\u00e3o apenas uma evolu\u00e7\u00e3o tecnol\u00f3gica dos instrumentos musicais, o Artista continua l\u00e1.<\/p>\n\n\n\n<p><strong>No Customer Experience ser\u00e1 a mesma coisa, a tecnologia vai ter um efeito fant\u00e1stico (j\u00e1 est\u00e1 a acontecer), <\/strong>eliminando todas as tarefas b\u00e1sicas, desinteressantes e que n\u00e3o acrescentam valor, <strong>libertando tempo e disponibilidade para Artista, o Agente, potenciar a sua Arte: o Sentimento e a Rela\u00e7\u00e3o!<\/strong><\/p>\n\n\n\n<p>Trocavam um concerto ao vivo de um DJ ou da vossa banda preferida, por um concerto ao vivo do Spotify, mesmo com aquele fant\u00e1stico algoritmo que s\u00f3 passa as m\u00fasicas que gosta? <strong>Pensem nisso quando acharem que um dia, tudo no Customer Service, ser\u00e1 feito por uma m\u00e1quina!<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Este artigo, para al\u00e9m de uma reflex\u00e3o sobre o impacto da tecnologia no futuro das atividades de Customer Service e na Customer Experience, \u00e9 tamb\u00e9m uma homenagem a Florian Schneider, co-fundador dos Kraftwerk e considerado por muitos o Pai da M\u00fasica Eletr\u00f3nica, que faleceu no passado dia 06 de Maio. \u201cThe very best electropop, ever. [&hellip;]<\/p>\n","protected":false},"author":9,"featured_media":3806,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[89,46],"tags":[174,169,199],"class_list":["post-3769","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-candido-ferreira-pt-pt","category-customer-experience-pt-pt","tag-atendimento","tag-contact-center-pt-pt","tag-cx","entry","has-media"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.4 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>CX - Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d | CXBlog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\" \/>\n<meta property=\"og:locale\" content=\"pt_PT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"CX - Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d\" \/>\n<meta property=\"og:description\" content=\"Este artigo, para al\u00e9m de uma reflex\u00e3o sobre o impacto da tecnologia no futuro das atividades de Customer Service e na Customer Experience, \u00e9 tamb\u00e9m uma homenagem a Florian Schneider, co-fundador dos Kraftwerk e considerado por muitos o Pai da M\u00fasica Eletr\u00f3nica, que faleceu no passado dia 06 de Maio. \u201cThe very best electropop, ever. [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\" \/>\n<meta property=\"og:site_name\" content=\"CXBlog\" \/>\n<meta property=\"article:published_time\" content=\"2020-05-12T10:14:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-21T17:35:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"535\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"C\u00e2ndido Ferreira\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"C\u00e2ndido Ferreira\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tempo estimado de leitura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\"},\"author\":{\"name\":\"C\u00e2ndido Ferreira\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#\/schema\/person\/cea546278c13c8c4f2148b7f37bf9543\"},\"headline\":\"CX &#8211; Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d\",\"datePublished\":\"2020-05-12T10:14:36+00:00\",\"dateModified\":\"2022-02-21T17:35:38+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\"},\"wordCount\":606,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#organization\"},\"image\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg\",\"keywords\":[\"Atendimento\",\"Contact Center\",\"CX\"],\"articleSection\":[\"C\u00e2ndido Ferreira\",\"Customer Experience\"],\"inLanguage\":\"pt-PT\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\",\"url\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\",\"name\":\"CX - Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d | CXBlog\",\"isPartOf\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg\",\"datePublished\":\"2020-05-12T10:14:36+00:00\",\"dateModified\":\"2022-02-21T17:35:38+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#breadcrumb\"},\"inLanguage\":\"pt-PT\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-PT\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage\",\"url\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg\",\"contentUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg\",\"width\":800,\"height\":535,\"caption\":\"Imagem Destaque\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/cxblog.com\/pt-pt\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"CX &#8211; Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#website\",\"url\":\"https:\/\/cxblog.com\/pt-pt\/\",\"name\":\"CXBlog\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/cxblog.com\/pt-pt\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"pt-PT\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#organization\",\"name\":\"CX Blog\",\"url\":\"https:\/\/cxblog.com\/pt-pt\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-PT\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png\",\"contentUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png\",\"width\":201,\"height\":66,\"caption\":\"CX Blog\"},\"image\":{\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#\/schema\/person\/cea546278c13c8c4f2148b7f37bf9543\",\"name\":\"C\u00e2ndido Ferreira\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"pt-PT\",\"@id\":\"https:\/\/cxblog.com\/pt-pt\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/candido-ferreira-autor-cxblog-96x96.jpeg\",\"contentUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/candido-ferreira-autor-cxblog-96x96.jpeg\",\"caption\":\"C\u00e2ndido Ferreira\"},\"description\":\"Senior Manager | BPO &amp; Contact Center Unit @ ManpowerGroup - Senior Manager, Head of Contact Center &amp; BPO Business Unit, com 22 anos de experi\u00eancia na defini\u00e7\u00e3o, implementa\u00e7\u00e3o, gest\u00e3o e consultoria de Contact e Service Centers para os v\u00e1rios setores de atividades. C\u00e2ndido Ferreira conquistou o reconhecimento internacional em Londres no ano de 2017 e em Praga no ano de 2018, nas confer\u00eancias anuais da \u201cContact Center World\u201d, a maior associa\u00e7\u00e3o do mundo do setor, sendo considerado o INDIVIDUAL CONTACT CENTER INDUSTRY CHAMPION por dois anos consecutivos (reconhecimento que a ManpowerGroup Solutions tamb\u00e9m conquistou como empresa especializada neste setor). Em 2019, em Barcelona, C\u00e2ndido venceu o pr\u00e9mio de World's Best Contact Center Executive Leader. Principal orienta\u00e7\u00e3o: \u201cgarantir uma forte alavancagem ao desempenho dos neg\u00f3cios dos nossos clientes que permita alcan\u00e7ar a satisfa\u00e7\u00e3o das expectativas e necessidades todos os seus stakeholders (clientes, acionistas, colaboradores, etc.). Acreditamos que o \u00fanico caminho para o Sucesso, \u00e9 garantir a m\u00e1xima satisfa\u00e7\u00e3o de TODOS com quem estamos envolvidos. Porque o eu Sucesso, conduz-nos ao nosso Sucesso!\\\"\",\"url\":\"https:\/\/cxblog.com\/pt-pt\/author\/candidoferreira\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"CX - Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d | CXBlog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/","og_locale":"pt_PT","og_type":"article","og_title":"CX - Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d","og_description":"Este artigo, para al\u00e9m de uma reflex\u00e3o sobre o impacto da tecnologia no futuro das atividades de Customer Service e na Customer Experience, \u00e9 tamb\u00e9m uma homenagem a Florian Schneider, co-fundador dos Kraftwerk e considerado por muitos o Pai da M\u00fasica Eletr\u00f3nica, que faleceu no passado dia 06 de Maio. \u201cThe very best electropop, ever. [&hellip;]","og_url":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/","og_site_name":"CXBlog","article_published_time":"2020-05-12T10:14:36+00:00","article_modified_time":"2022-02-21T17:35:38+00:00","og_image":[{"width":800,"height":535,"url":"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg","type":"image\/jpeg"}],"author":"C\u00e2ndido Ferreira","twitter_card":"summary_large_image","twitter_misc":{"Escrito por":"C\u00e2ndido Ferreira","Tempo estimado de leitura":"3 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#article","isPartOf":{"@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/"},"author":{"name":"C\u00e2ndido Ferreira","@id":"https:\/\/cxblog.com\/pt-pt\/#\/schema\/person\/cea546278c13c8c4f2148b7f37bf9543"},"headline":"CX &#8211; Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d","datePublished":"2020-05-12T10:14:36+00:00","dateModified":"2022-02-21T17:35:38+00:00","mainEntityOfPage":{"@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/"},"wordCount":606,"commentCount":0,"publisher":{"@id":"https:\/\/cxblog.com\/pt-pt\/#organization"},"image":{"@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage"},"thumbnailUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg","keywords":["Atendimento","Contact Center","CX"],"articleSection":["C\u00e2ndido Ferreira","Customer Experience"],"inLanguage":"pt-PT","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/","url":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/","name":"CX - Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d | CXBlog","isPartOf":{"@id":"https:\/\/cxblog.com\/pt-pt\/#website"},"primaryImageOfPage":{"@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage"},"image":{"@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage"},"thumbnailUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg","datePublished":"2020-05-12T10:14:36+00:00","dateModified":"2022-02-21T17:35:38+00:00","breadcrumb":{"@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#breadcrumb"},"inLanguage":"pt-PT","potentialAction":[{"@type":"ReadAction","target":["https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/"]}]},{"@type":"ImageObject","inLanguage":"pt-PT","@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#primaryimage","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2020\/05\/CX-Humans-or-Robots-800x535-1.jpg","width":800,"height":535,"caption":"Imagem Destaque"},{"@type":"BreadcrumbList","@id":"https:\/\/cxblog.com\/pt-pt\/cx-humans-or-robots-feelings-nothing-more-than-feelings\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/cxblog.com\/pt-pt\/"},{"@type":"ListItem","position":2,"name":"CX &#8211; Humans or Robots? \u201cFeelings, Nothing more than Feelings\u201d"}]},{"@type":"WebSite","@id":"https:\/\/cxblog.com\/pt-pt\/#website","url":"https:\/\/cxblog.com\/pt-pt\/","name":"CXBlog","description":"","publisher":{"@id":"https:\/\/cxblog.com\/pt-pt\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/cxblog.com\/pt-pt\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"pt-PT"},{"@type":"Organization","@id":"https:\/\/cxblog.com\/pt-pt\/#organization","name":"CX Blog","url":"https:\/\/cxblog.com\/pt-pt\/","logo":{"@type":"ImageObject","inLanguage":"pt-PT","@id":"https:\/\/cxblog.com\/pt-pt\/#\/schema\/logo\/image\/","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png","width":201,"height":66,"caption":"CX Blog"},"image":{"@id":"https:\/\/cxblog.com\/pt-pt\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/cxblog.com\/pt-pt\/#\/schema\/person\/cea546278c13c8c4f2148b7f37bf9543","name":"C\u00e2ndido Ferreira","image":{"@type":"ImageObject","inLanguage":"pt-PT","@id":"https:\/\/cxblog.com\/pt-pt\/#\/schema\/person\/image\/","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/candido-ferreira-autor-cxblog-96x96.jpeg","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/candido-ferreira-autor-cxblog-96x96.jpeg","caption":"C\u00e2ndido Ferreira"},"description":"Senior Manager | BPO &amp; Contact Center Unit @ ManpowerGroup - Senior Manager, Head of Contact Center &amp; BPO Business Unit, com 22 anos de experi\u00eancia na defini\u00e7\u00e3o, implementa\u00e7\u00e3o, gest\u00e3o e consultoria de Contact e Service Centers para os v\u00e1rios setores de atividades. C\u00e2ndido Ferreira conquistou o reconhecimento internacional em Londres no ano de 2017 e em Praga no ano de 2018, nas confer\u00eancias anuais da \u201cContact Center World\u201d, a maior associa\u00e7\u00e3o do mundo do setor, sendo considerado o INDIVIDUAL CONTACT CENTER INDUSTRY CHAMPION por dois anos consecutivos (reconhecimento que a ManpowerGroup Solutions tamb\u00e9m conquistou como empresa especializada neste setor). Em 2019, em Barcelona, C\u00e2ndido venceu o pr\u00e9mio de World's Best Contact Center Executive Leader. Principal orienta\u00e7\u00e3o: \u201cgarantir uma forte alavancagem ao desempenho dos neg\u00f3cios dos nossos clientes que permita alcan\u00e7ar a satisfa\u00e7\u00e3o das expectativas e necessidades todos os seus stakeholders (clientes, acionistas, colaboradores, etc.). Acreditamos que o \u00fanico caminho para o Sucesso, \u00e9 garantir a m\u00e1xima satisfa\u00e7\u00e3o de TODOS com quem estamos envolvidos. Porque o eu Sucesso, conduz-nos ao nosso Sucesso!\"","url":"https:\/\/cxblog.com\/pt-pt\/author\/candidoferreira\/"}]}},"_links":{"self":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/posts\/3769","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/users\/9"}],"replies":[{"embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/comments?post=3769"}],"version-history":[{"count":0,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/posts\/3769\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/media\/3806"}],"wp:attachment":[{"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/media?parent=3769"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/categories?post=3769"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cxblog.com\/pt-pt\/wp-json\/wp\/v2\/tags?post=3769"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}