Gest?o de relacionamento e experi?ncia com o cliente: um estudo de caso aplicado na Salveseg Corretora de Seguros Ltda Me

Relationship management and customer experience have become one of the main alliances of organizations facing the competitive market. More than just satisfying the customer, managing the experience of the same is essential to get your loyalty and ensure the survival of a company these days. Loyal customers become partners in the organization, so they become more likely to become totally loyal to it, buying their idea and brand in such a way that they replicate it by selling it to their friends and family through nominations. In this approach, the present work has the objective of developing a relationship management and customer experience management proposal in an insurance broker located in Chapec? / SC. For that, qualitative and exploratory methods, as well as quantitative and descriptive, were carried out through the technique of participant observation and questionnaires, in order to diagnose the marketing actions of relationship and experience of existing clients in the company. The result of the diagnosis demonstrated the company's real needs for relationship marketing. From this, action plans were developed with strategies aimed at managing the relationship and experience with the client in the organization, aiming to interfere in a positive way in this scenario and formalize the existing management practices in the company, through the implementation of software of CRM and the establishment of a sinister flow.A gest?o de relacionamento e da experi?ncia com o cliente tem se tornado uma das principais aliadas das organiza??es frente ao mercado competitivo. Mais do que apenas satisfazer o cliente, gerir a experi?ncia do mesmo ? essencial para obter a sua fideliza??o e garantir a sobreviv?ncia de uma empresa nos dias atuais. Clientes fidelizados tornam-se parceiros da organiza??o, e desse modo ficam mais suscet?veis a se tornarem totalmente leais a ela, comprando a sua ideia e marca de tal forma que a replicam, vendendo para os seus amigos e familiares, atrav?s de indica??es. Nesse enfoque, o presente trabalho tem o objetivo de desenvolver uma proposta de gerenciamento do relacionamento e da experi?ncia com o cliente, em uma corretora de seguros localizada em Chapec?/SC. Para tanto, utilizou-se m?todos qualitativos e explorat?rios, bem como quantitativos e descritivos, realizados por meio da t?cnica de observa??o participante e aplica??o de question?rios, com o intuito de diagnosticar as a??es de marketing de relacionamento e experi?ncia dos clientes existentes na empresa. O resultado do diagn?stico demonstrou as reais necessidades da empresa quanto ao marketing de relacionamento. A partir disso, foram desenvolvidos planos de a??o com estrat?gias direcionadas a gest?o do relacionamento e da experi?ncia com o cliente na organiza??o, visando interferir de modo positivo nesse cen?rio e formalizar as pr?ticas de gest?o j? existentes na empresa, por meio da implanta??o de um software de CRM e do estabelecimento de um fluxo de sinistro

Estado de jogo : uma proposta pedagógica a partir de práticas lúdicas

O presente trabalho tem como objetivo apresentar uma proposta pedagógica, composta por seis aulas com base em práticas lúdicas desenvolvidas e pesquisadas pelo autor. As aulas ministradas demonstraram que os participantes atingiram um estado de jogo. Este trabalho também aborda algumas das referências de estudos presentes na literatura que utilizam de conceitos parecidos e que já foram sistematizados, auxiliando no desenvolvimento da compreensão das práticas propostas. A proposta pedagógica foi desenvolvida durante o Estágio de Docência II do autor, que ministrou as aulas de Teatro no Colégio de Aplicação da UFRGS para alunos do Segundo Ano do Ensino Médio. A proposta desenvolvida é composta por quatro momentos que buscam estimular o prazer de jogar, instigando a disponibilidade e trazendo o aluno jogador para o momento presente, resultando em uma série de benefícios à realização de basicamente qualquer jogo que o indivíduo possa ser apresentado

How applicable are attribute-based approaches for human-centered ranking creation?

Item rankings are useful when a decision needs to be made, especially if there are multiple attributes to be considered. However, existing tools do not support both categorical and numerical attributes, require programming expertise for expressing preferences on attributes, do not offer instant feedback, lack flexibility in expressing various types of user preferences, or do not support all mandatory steps in the ranking-creation workflow. In this work, we present RankASco: a human-centered visual analytics approach that supports the interactive and visual creation of rankings. The iterative design process resulted in different visual interfaces that enable users to formalize their preferences based on a taxonomy of attribute scoring functions. RankASco enables broad user groups to (a) select attributes of interest, (b) express preferences on attributes through interactively tailored scoring functions, and (c) analyze and refine item ranking results. We validate RankASco in a user study with 24 participants in comparison to a general purpose tool. We report on commonalities and differences with respect to usefulness and usability and ultimately present three personas that characterize common user behavior in ranking-creation. On the human factors side, we have also identified a series of interesting behavioral variables that have an influence on the task performance and may shape the design of human-centered ranking solutions in the future

ISCOM-like nanoparticles formulated with Quillaja brasiliensis Saponins are promising adjuvants for seasonal influenza vaccines

Vaccination is the most effective public health intervention to prevent influenza infections, which are responsible for an important burden of respiratory illnesses and deaths each year. Currently, licensed influenza vaccines are mostly split inactivated, although in order to achieve higher efficacy rates, some influenza vaccines contain adjuvants. Although split-inactivated vaccines induce mostly humoral responses, tailoring mucosal and cellular immune responses is crucial for preventing influenza infections. Quillaja brasiliensis saponin-based adjuvants, including ISCOM-like nanoparticles formulated with the QB-90 saponin fraction (IQB90), have been studied in preclinical models for more than a decade and have been demonstrated to induce strong humoral and cellular immune responses towards several viral antigens. Herein, we demonstrate that a split-inactivated IQB90 adjuvanted influenza vaccine triggered a protective immune response, stronger than that induced by a commercial unadjuvanted vaccine, when applied either by the subcutaneous or the intranasal route. Moreover, we reveal that this novel adjuvant confers up to a ten-fold dose-sparing effect, which could be crucial for pandemic preparedness. Last but not least, we assessed the role of caspase-1/11 in the generation of the immune response triggered by the IQB90 adjuvanted influenza vaccine in a mouse model and found that the cellular-mediated immune response triggered by the IQB90-Flu relies, at least in part, on a mechanism involving the casp-1/11 pathway but not the humoral response elicited by this formulation

Supporting Domain Characterization in Visualization Design Studies With the Critical Decision Method

While domain characterization has become an integral part of visualization design studies, methodological prescriptions are rare. An underrepresented aspect in existing approaches is domain expertise. Knowledge elicitation methods from cognitive science might help but have not yet received much attention for domain characterization. We propose the Critical Decision Method (CDM) to the visualization domain to provide descriptive steps that open up a knowledge-based perspective on domain characterization. The CDM uses retrospective interviews to reveal expert judgment involved in a challenging situation. We apply it to study three domain problems, reflect on our practical experience, and discuss its relevance to domain characterization in visualization research. We found the CDM's realism and subjective nature to be well suited for eliciting cognitive aspects of high-level task performance. Our insights might guide other researchers in conducting domain characterization with a focus on domain knowledge and cognition. With our work, we hope to contribute to the portfolio of meaningful methods used to inform visualization design and to stimulate discussions regarding prescriptive steps for domain characterization

PAVED: Pareto Front Visualization for Engineering Design

Design problems in engineering typically involve a large solution space and several potentially conflicting criteria. Selecting a compromise solution is often supported by optimization algorithms that compute hundreds of Pareto‐optimal solutions, thus informing a decision by the engineer. However, the complexity of evaluating and comparing alternatives increases with the number of criteria that need to be considered at the same time. We present a design study on Pareto front visualization to support engineers in applying their expertise and subjective preferences for selection of the most‐preferred solution. We provide a characterization of data and tasks from the parametric design of electric motors. The requirements identified were the basis for our development of PAVED, an interactive parallel coordinates visualization for exploration of multi‐criteria alternatives. We reflect on our user‐centered design process that included iterative refinement with real data in close collaboration with a domain expert as well as a summative evaluation in the field. The results suggest a high usability of our visualization as part of a real‐world engineering design workflow. Our lessons learned can serve as guidance to future visualization developers targeting multi‐criteria optimization problems in engineering design or alternative domains

Structural Allele-Specific Patterns Adopted by Epitopes in the MHC-I Cleft and Reconstruction of MHC:peptide Complexes to Cross-Reactivity Assessment

The immune system is engaged in a constant antigenic surveillance through the Major Histocompatibility Complex (MHC) class I antigen presentation pathway. This is an efficient mechanism for detection of intracellular infections, especially viral ones. In this work we describe conformational patterns shared by epitopes presented by a given MHC allele and use these features to develop a docking approach that simulates the peptide loading into the MHC cleft. Our strategy, to construct in silico MHC:peptide complexes, was successfully tested by reproducing four different crystal structures of MHC-I molecules available at the Protein Data Bank (PDB). An in silico study of cross-reactivity potential was also performed between the wild-type complex HLA-A2-NS31073 and nine MHC:peptide complexes presenting alanine exchange peptides. This indicates that structural similarities among the complexes can give us important clues about cross reactivity. The approach used in this work allows the selection of epitopes with potential to induce cross-reactive immune responses, providing useful tools for studies in autoimmunity and to the development of more comprehensive vaccines