{"id":21641,"date":"2022-08-06T11:54:39","date_gmt":"2022-08-06T11:54:39","guid":{"rendered":"https:\/\/www.acefone.com\/blog\/?p=21641"},"modified":"2026-04-01T05:37:05","modified_gmt":"2026-04-01T05:37:05","slug":"a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao","status":"publish","type":"post","link":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/","title":{"rendered":"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao"},"content":{"rendered":"

Customer service and CRM (Customer Relationship Management) have become essential for businesses aiming to thrive in today\u2019s industry. Several contact centers still struggle to deliver standard customer experiences but seek a resolution to overcome this challenge.\u00a0<\/span>\u00a0<\/span><\/p>\n

Heverton Anunciacao, a global customer experience (CX) expert, shares his incredible journey on how CRMs help enhance customer services and ultimately create long-lasting customer relationships.\u00a0<\/span>\u00a0<\/span><\/p>\n

He also provides valuable insights into the evolving world of customer interactions, technology’s role, and empathy’s significance in customer service. In this interview with Acefone, Heverton sheds light on his experiences, challenges, and strategies for success.<\/span>\u00a0<\/span><\/p>\n

A Journey into Customer Service: From IT to CX Excellence<\/span><\/b>\u00a0<\/span><\/p>\n

Acefone: How would you describe your journey of becoming a customer service expert? Tell us all about it.<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

Heverton:<\/span><\/b> I began my career in information technology (IT) in 1983. However, by the end of 1999, I found myself disillusioned with IT\u2014it felt too static and detached from practical results. A friend suggested I explore CRM, and I jokingly asked, “Is that something you eat?” (laughs). That suggestion changed my life. Transitioning into the dynamic world of marketing, sales, and cloud contact center <\/a><\/span>brought daily challenges but offered tangible results and immense satisfaction.<\/span>\u00a0<\/span><\/p>\n

The Role of Self-Service in Contact Centers<\/span><\/b>\u00a0<\/span><\/p>\n

Acefone: What is your opinion on introducing self-service options in contact centers?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

Heverton:<\/span><\/b> Today, we serve various generations\u2014X, Y, Z, and beyond. While cutting-edge technology is crucial, companies must understand that not all customers are ready for fully digital interactions. Self-service is important but should never replace empathetic human support. Striking this balance is key to ensuring customer satisfaction.<\/span>\u00a0<\/span><\/p>\n

Crafting a Winning Customer Experience Recipe<\/span><\/b>\u00a0<\/span><\/p>\n

Acefone: According to you, what are the must-have ingredients in a successful CX recipe?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

Heverton:<\/span><\/b> Based on my experience, I recommend:<\/span>\u00a0<\/span><\/p>\n

    \n
  1. Data Utilization:<\/span><\/b> Customer data shouldn\u2019t be siloed within marketing and sales. It\u2019s a resource that all corporate areas should leverage wisely, supported by robust business intelligence.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
      \n
    1. Leadership Involvement:<\/span><\/b> Company leaders must regularly immerse themselves in frontline roles, such as contact centers or retail environments, to understand customer pain points.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
        \n
      1. Reengineering 2.0:<\/span><\/b> Companies should now destroy and rebuild processes to prioritize customer satisfaction instead of tweaking processes for better products. Today, everything is about service.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n

        Addressing Employee Mental Health Post-Pandemic<\/span><\/b>\u00a0<\/span><\/p>\n

        Acefone: With the rise of mental health concerns during the pandemic, how should organizations take care of their employees?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

        Heverton:<\/span><\/b> The pandemic highlighted the need for trust in remote work in Latin America and Brazil. Many employees flourished by spending more time with their families and avoiding traffic woes. Companies should encourage weekly periods of \u201cproductive idleness\u201d\u2014time for employees to think creatively and develop innovative solutions.<\/span>\u00a0<\/span><\/p>\n

        5G and Its Impact on Customer Engagement<\/span><\/b>\u00a0<\/span><\/p>\n

        Acefone: What\u2019s your take on 5G technology? How will it impact customer engagement?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

        Heverton:<\/span><\/b> In regions like Brazil and Latin America, 5G can revolutionize connectivity, especially in underserved areas, boosting e-commerce and digital interactions. With increased connectivity, however, comes higher customer demand. Companies must invest in enhancing customer service processes and culture to keep up with the surge in expectations.<\/span>\u00a0<\/span><\/p>\n

        Optimizing Proactive Chat Triggers with CRM<\/span><\/b>\u00a0<\/span><\/p>\n

        Acefone: How can CRM systems optimize proactive chat triggers for a better customer experience?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

        Heverton:<\/span><\/b> CRM systems combine technology and processes to analyze customer data and behavior. For example:<\/span>\u00a0<\/span><\/p>\n

          \n
        1. Loyalty Campaigns:<\/span><\/b> Reward frequent customers with discounts or perks.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
            \n
          1. Retention Campaigns:<\/span><\/b> Proactively adapt offerings to provide better value to existing customers.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
              \n
            1. Upsell Campaigns:<\/span><\/b> Identify specific customer needs and tailor offers to meet them.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n

              The Importance of Happy Customers<\/span><\/b>\u00a0<\/span><\/p>\n

              Acefone: How vital are happy and satisfied customers for a business?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

              Heverton:<\/span><\/b> The goal is to make customers happy and ensure they feel heard. Mutual understanding fosters growth, much like a relationship. Companies should focus on active listening and meaningful dialogue to build mature, long-lasting relationships.<\/span>\u00a0<\/span><\/p>\n

              Secrets to Customer Retention and Acquisition<\/span><\/b>\u00a0<\/span><\/p>\n

              Acefone: Can you share some secrets to retaining and attracting customers?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

              Heverton:<\/span><\/b> Certainly:<\/span>\u00a0<\/span><\/p>\n

                \n
              1. Data Integration:<\/span><\/b> Merge transactional and behavioral data across platforms like CRM, BI, and ERP using ELT data connectors<\/a> to offer personalized experiences..<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
                  \n
                1. Strategic Gifting:<\/span><\/b> Delight loyal customers with gifts unrelated to your core product, showcasing thoughtfulness.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n
                    \n
                  1. Referral Programs:<\/span><\/b> Promote current customers to refer new ones and reward them for their recommendations.<\/span>\u00a0<\/span><\/li>\n<\/ol>\n

                    Customer Privacy and Its Role in Long-Term Relationships<\/span><\/b>\u00a0<\/span><\/p>\n

                    Acefone: Do you think customer privacy is vital for long-term relationships?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

                    Heverton:<\/span><\/b> Absolutely. Companies must avoid being \u201cgood hackers\u201d by overstepping customer boundaries. Poorly coordinated marketing campaigns can backfire, leading to customer dissatisfaction and even legal challenges. Always respect customer preferences and involve cross-functional teams to ensure ethical practices.<\/span>\u00a0<\/span><\/p>\n

                    The Hidden Depths of CRM<\/span><\/b>\u00a0<\/span><\/p>\n

                    Acefone: Lastly, which aspect of CRM do you enjoy the most?<\/span><\/i><\/b>\u00a0<\/span><\/p>\n

                    Heverton:<\/span><\/b> CRMs are like icebergs\u2014what you see is only a fraction of their depth. It\u2019s fascinating how CRMs can uncover opportunities and challenges, helping companies refine their strategies and boundaries.<\/span>\u00a0<\/span><\/p>\n

                    About Heverton Anunciacao<\/span><\/b>\u00a0<\/span><\/p>\n

                    Heverton Anunciacao is a globally celebrated CRM and CX thought leader, recognized as the #1 influencer by Thinkers360 and listed among Global Gurus for customer service in 2021. A prolific author, Heverton has penned multiple books on CRM, data science, and CX methodologies. To learn more, visit <\/span>Thinkers360<\/span><\/a>.<\/span>\u00a0<\/span><\/p>\n

                    Takeaway<\/span><\/b>\u00a0<\/span><\/p>\n

                    This interview provides a glimpse into Heverton\u2019s expertise and philosophy, offering actionable insights for businesses aiming to excel in customer service and CRM. His journey is a testament to the transformative power of empathy, innovation, and strategic thinking in customer interactions.<\/span>\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

                    Customer service and CRM (Customer Relationship Management) have become essential for businesses aiming to thrive in today\u2019s industry. Several contact centers still struggle to deliver standard customer experiences but seek a resolution to overcome this challenge.\u00a0\u00a0 Heverton Anunciacao, a global customer experience (CX) expert, shares his incredible journey on how CRMs help enhance customer services […]<\/p>\n","protected":false},"author":36,"featured_media":21644,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[122],"tags":[197,196],"class_list":{"0":"post-21641","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-expert-opinion","8":"tag-cx-expert","9":"tag-heverton-annunciacao"},"yoast_head":"\nCustomer Service & CRM Excellence: Insights from Heverton Anunciacao<\/title>\n<meta name=\"description\" content=\"Discover Heverton Anunciacao's journey from IT to global CRM and CX thought leader. Explore his insights on empathy, innovation, and strategies for creating lasting customer relationships.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao\" \/>\n<meta property=\"og:description\" content=\"Discover Heverton Anunciacao's journey from IT to global CRM and CX thought leader. Explore his insights on empathy, innovation, and strategies for creating lasting customer relationships.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\" \/>\n<meta property=\"og:site_name\" content=\"Blog | Acefone\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/acefoneuk\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-08-06T11:54:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-01T05:37:05+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1290\" \/>\n\t<meta property=\"og:image:height\" content=\"726\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Acefone Editor\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@acefoneuk\" \/>\n<meta name=\"twitter:site\" content=\"@acefoneuk\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Acefone Editor\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":[\"Article\",\"BlogPosting\"],\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\"},\"author\":{\"name\":\"Acefone Editor\",\"@id\":\"https:\/\/www.acefone.com\/blog\/#\/schema\/person\/82c4c18ef37290734e1d5f87ce0b8c9c\"},\"headline\":\"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao\",\"datePublished\":\"2022-08-06T11:54:39+00:00\",\"dateModified\":\"2026-04-01T05:37:05+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\"},\"wordCount\":905,\"publisher\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png\",\"keywords\":[\"CX Expert\",\"Heverton Annunciacao\"],\"articleSection\":[\"Expert Opinion\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\",\"url\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\",\"name\":\"Customer Service & CRM Excellence: Insights from Heverton Anunciacao\",\"isPartOf\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png\",\"datePublished\":\"2022-08-06T11:54:39+00:00\",\"dateModified\":\"2026-04-01T05:37:05+00:00\",\"description\":\"Discover Heverton Anunciacao's journey from IT to global CRM and CX thought leader. Explore his insights on empathy, innovation, and strategies for creating lasting customer relationships.\",\"breadcrumb\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage\",\"url\":\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png\",\"contentUrl\":\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png\",\"width\":1290,\"height\":726,\"caption\":\"CX Expert Heverton Annunciacao\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.acefone.com\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.acefone.com\/blog\/#website\",\"url\":\"https:\/\/www.acefone.com\/blog\/\",\"name\":\"Acefone\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.acefone.com\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.acefone.com\/blog\/#organization\",\"name\":\"Acefone\",\"url\":\"https:\/\/www.acefone.com\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.acefone.com\/blog\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2024\/10\/logo.png\",\"contentUrl\":\"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2024\/10\/logo.png\",\"width\":137,\"height\":40,\"caption\":\"Acefone\"},\"image\":{\"@id\":\"https:\/\/www.acefone.com\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/acefoneuk\/\",\"https:\/\/x.com\/acefoneuk\",\"https:\/\/www.youtube.com\/c\/Acefone\",\"https:\/\/www.linkedin.com\/company\/acefoneuk\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.acefone.com\/blog\/#\/schema\/person\/82c4c18ef37290734e1d5f87ce0b8c9c\",\"name\":\"Acefone Editor\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.acefone.com\/blog\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/c2f094b2cc52e7f0f09f5b5cb2151896dd3291bab1083a0eff2d3b01a29a9f07?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/c2f094b2cc52e7f0f09f5b5cb2151896dd3291bab1083a0eff2d3b01a29a9f07?s=96&d=mm&r=g\",\"caption\":\"Acefone Editor\"},\"description\":\"Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.\",\"sameAs\":[\"https:\/\/www.acefone.com\/blog\/author\/acefone-editor\/\"],\"url\":\"https:\/\/www.acefone.com\/blog\/author\/acefone-editor\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Customer Service & CRM Excellence: Insights from Heverton Anunciacao","description":"Discover Heverton Anunciacao's journey from IT to global CRM and CX thought leader. Explore his insights on empathy, innovation, and strategies for creating lasting customer relationships.","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:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/","og_locale":"en_US","og_type":"article","og_title":"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao","og_description":"Discover Heverton Anunciacao's journey from IT to global CRM and CX thought leader. Explore his insights on empathy, innovation, and strategies for creating lasting customer relationships.","og_url":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/","og_site_name":"Blog | Acefone","article_publisher":"https:\/\/www.facebook.com\/acefoneuk\/","article_published_time":"2022-08-06T11:54:39+00:00","article_modified_time":"2026-04-01T05:37:05+00:00","og_image":[{"width":1290,"height":726,"url":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png","type":"image\/png"}],"author":"Acefone Editor","twitter_card":"summary_large_image","twitter_creator":"@acefoneuk","twitter_site":"@acefoneuk","twitter_misc":{"Written by":"Acefone Editor","Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":["Article","BlogPosting"],"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#article","isPartOf":{"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/"},"author":{"name":"Acefone Editor","@id":"https:\/\/www.acefone.com\/blog\/#\/schema\/person\/82c4c18ef37290734e1d5f87ce0b8c9c"},"headline":"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao","datePublished":"2022-08-06T11:54:39+00:00","dateModified":"2026-04-01T05:37:05+00:00","mainEntityOfPage":{"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/"},"wordCount":905,"publisher":{"@id":"https:\/\/www.acefone.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage"},"thumbnailUrl":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png","keywords":["CX Expert","Heverton Annunciacao"],"articleSection":["Expert Opinion"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/","url":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/","name":"Customer Service & CRM Excellence: Insights from Heverton Anunciacao","isPartOf":{"@id":"https:\/\/www.acefone.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage"},"image":{"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage"},"thumbnailUrl":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png","datePublished":"2022-08-06T11:54:39+00:00","dateModified":"2026-04-01T05:37:05+00:00","description":"Discover Heverton Anunciacao's journey from IT to global CRM and CX thought leader. Explore his insights on empathy, innovation, and strategies for creating lasting customer relationships.","breadcrumb":{"@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#primaryimage","url":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png","contentUrl":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2025\/01\/Heverton-Annunciacao-1.png","width":1290,"height":726,"caption":"CX Expert Heverton Annunciacao"},{"@type":"BreadcrumbList","@id":"https:\/\/www.acefone.com\/blog\/a-journey-through-customer-service-and-crm-excellence-with-heverton-annunciacao\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.acefone.com\/blog\/"},{"@type":"ListItem","position":2,"name":"A Journey Through Customer Service and CRM Excellence with Heverton Annunciacao"}]},{"@type":"WebSite","@id":"https:\/\/www.acefone.com\/blog\/#website","url":"https:\/\/www.acefone.com\/blog\/","name":"Acefone","description":"","publisher":{"@id":"https:\/\/www.acefone.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.acefone.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.acefone.com\/blog\/#organization","name":"Acefone","url":"https:\/\/www.acefone.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.acefone.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2024\/10\/logo.png","contentUrl":"https:\/\/www.acefone.com\/blog\/wp-content\/uploads\/2024\/10\/logo.png","width":137,"height":40,"caption":"Acefone"},"image":{"@id":"https:\/\/www.acefone.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/acefoneuk\/","https:\/\/x.com\/acefoneuk","https:\/\/www.youtube.com\/c\/Acefone","https:\/\/www.linkedin.com\/company\/acefoneuk\/"]},{"@type":"Person","@id":"https:\/\/www.acefone.com\/blog\/#\/schema\/person\/82c4c18ef37290734e1d5f87ce0b8c9c","name":"Acefone Editor","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.acefone.com\/blog\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/c2f094b2cc52e7f0f09f5b5cb2151896dd3291bab1083a0eff2d3b01a29a9f07?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/c2f094b2cc52e7f0f09f5b5cb2151896dd3291bab1083a0eff2d3b01a29a9f07?s=96&d=mm&r=g","caption":"Acefone Editor"},"description":"Acefone provides a broad range of cloud communication services to businesses of all sizes, which includes Hosted Phone Systems, Free Phone Numbers, and Cloud Contact Center Solutions. Being the UK's leading provider of VoIP service provider, we always strive to provide excellent customer service and high-quality custom solutions to our customers.","sameAs":["https:\/\/www.acefone.com\/blog\/author\/acefone-editor\/"],"url":"https:\/\/www.acefone.com\/blog\/author\/acefone-editor\/"}]}},"_links":{"self":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/21641","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/users\/36"}],"replies":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/comments?post=21641"}],"version-history":[{"count":7,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/21641\/revisions"}],"predecessor-version":[{"id":26177,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/posts\/21641\/revisions\/26177"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/media\/21644"}],"wp:attachment":[{"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/media?parent=21641"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/categories?post=21641"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.acefone.com\/blog\/wp-json\/wp\/v2\/tags?post=21641"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}