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Creation and Managing Customer’s Experience

Travel & Hospitality Talks by ARHCESMO

Hotel Vila Galé Collection Palacio dos Arcos | September 25, 2019 | 6:00 pm

Participation is free, with registration required.

Managing customer experience in tourism has a key elementl to its success: the human factor. The success of an hotel depends to a large extent on the competence, the ability of its employees to interact with the customer.

How are organizations dealing with this challenge? How are other industries, such as healthcare, managing their clients' experience?

How can we expect our employees to deliver a good customer experience if they are not thenselves living it?

In our session we will present a reflection on the role the private healthcare sector is managing in its clients' experience and how Service Design can create better customer experiences by engaging employees.

An opportunity to ask our questions, our ideas on this topic and discuss with those who have extensive experience in the area.

Speakers: Susana Branco | Employee Experience Designer | Partner at BUSIGNERS
Nelson Santos de Brito | Client Experience Director at Luz Saúde

Nelson Santos de Brito

Nelson Brito


Nélson Santos de Brito, considered in 2000 by Diário Económico as one of the 25 best future leaders in Portugal, took over in October 2016 the leadership of Luz Saúde's Client Experience Directorate.

Luz Saúde is the largest private health group in Portugal with about 30 Hospitals and Medical Clinics, with revenues of over 600 million Euros.

From April 2014 to September 2016, he served as CEO of Laureate International Universities, the world's largest higher education group, for Portugal and Spain, and is responsible for managing the European University and the Universidad Europea, respectively.

In November 2010, he had already assumed the position of CEO for Portugal at Laureate International Universities, which, in April 2011, bought the first non-public higher education institution in Portugal, ISLA Campus Lisboa. In the last 3 years, he led ISLA's passage to the European University, being the first University of the last 20 years in Portugal.

Between 2004 and 2011, he was the Managing Director of the American Multinational Kraft Foods in Portugal, where he arrived in 1998 as Chief Financial Officer, after taking over the Finance Department at National companies.

Under his leadership, Kraft Foods has become one of the top 10 food companies in Portugal as a result of organic growth and two acquisitions. (United Biscuits Portugal; Lu Biscuits).

Between 2004 and 2011, he was also a member of the Board of Centromarca, where, in 2010, he worked in the cause of defense of the Original Brands versus the White Marks.

Nelson Santos de Brito holds a degree in Economics from ISMAG, and a Bachelor of Accounting and Administration from the Army Pupils Institute. He holds a postgraduate degree in Business Management and Corporate Finance from ISCTE. Has a Marketing Specialization from Catholic University and Brand Value from Northwestern University - Kellogg School of Management.

Nélson Santos de Brito joined the Army Pupils Institute in 1982, took on increasing responsibilities over the 11 years he was in the institution, taking over in 1992 the responsibility of Battalion Commander.


In his intervention Nélson Brito will speak of the importance of the management of all Customer contact points with a brand as well as the importance of a multi-channel strategy that is no discrepancy between the digital world and the physical world.

Susana Branco

Susana Branco


Has over 13 years of experience in user-centered innovation and Customer Experience Design. She has a special interest in the world of startups and in bridging the gap between business and the entrepreneurial / entrepreneurial mindset.

Graduated in Industrial Design and Master in Design Futures from the Goldsmiths University of London, in 2015 she studied Management at the Catholic University of Lisbon.

Worked as an industrial designer at Samsung Design Europe. Back in Lisbon, he worked at Beta-i where he helped several startups to turn their ideas into reality. She is currently co-founder of BUSIGNERS, a Service Design consultant focused on the design of Employee Experience. She is also a founder of Chapter of Portugal of Service Design Portugal.

Title of the intervention

Employee Experience


Most employees feel overwhelmed and unmotivated by the speed and amount of work required of them, unable to understand their role in an ever-changing organization.

Requiring organizations to treat them differently.

How are most organizations dealing with this challenge? Not innovating and looking for solutions in the usual places, or creating defragmented experiences. How can we require our employees to deliver a good customer experience if they are not living it themselves?

In our session we will present a reflection on the role of Service Design in creating better collaborator experiences.

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  • ARHCESMO Partners

    Parceiros Rede T

    Parceiros IEFP

    Parceiros HotelShop

    Parceiros BrowserBox

    Parceiros Turismo Portugal

    Parceiros GCAR Advogados

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  • ARHCESMO is Member of:

    Turismo Cascais

    Confederacao Turismo Portugues

    Turismo Lisboa

    Codigo Etica Turismo

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