Customer Experience Strategist and Author
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Luana Palma is a Customer Experience Strategist and Author, ranked #1 in Marketing & Sales (Customer Experience Strategy) (Top 1%).
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Luana Palma is a seasoned executive specializing in Customer Experience (CX) with over 20 years of leadership in large organizations. She focuses on connecting customer experience to revenue, retention, and business sustainability. Luana is recognized for structuring CX strategies and governance, ensuring data-driven decisions and investment prioritization. She integrates culture, processes, and technology to promote a customer-centric approach. Luana is a co-author of the book 'CX & CS – Criando Experiências que Geram Valor,' an MBA professor, and a prominent figure in CX in Brazil. Her content primarily revolves around CX challenges, frameworks, and practical insights, shared through LinkedIn posts and articles.
CX is not a department; it’s a data-driven, culture-oriented management model.
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