In the third episode of “Ô de casa!”, Felipe Abreu, CX director at QuintoAndar, emphasizes that the more than 20% increase in customer satisfaction over the past year is the result of a strategic shift, prioritizing the customer journey across all areas of the company. He explains how the company reduced friction by deeply analyzing critical processes and how empowering teams was fundamental to these results. Abreu also reveals that the goal is to evolve even further, with active listening and consistency in problem-solving.