In this episode host David Cox talks to Roberto Rittes, the CEO of Nextel Brazil, about his remarkable customer-led transformation of the company. Roberto describes the challenges Nextel faced, such as financial distress, outdated technology, and high customer churn, and how they overcame them by focusing on customerexperience. The conversation highlights the importance of reducing friction in customer journeys, employee engagement, and using data-driven methods to improve customer satisfaction. Roberto shares the results of this transformation, including significant reductions in churn, cost savings, and improved EBITDA, while emphasizing the need for strong leadershipand a clear vision for customer-centric strategies.

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