With rapid changes in the global landscape, companies seeking internationalization face increasing pressure to improve their customer experience (CX). However, many still face challenges in meeting global customer expectations.

To better understand what needs to change and how to carry out these changes, we analyze the main demands and difficulties faced by companies in international expansion processes.

Our study identified the key drivers of an exceptional experience and the steps needed to achieve it. The time has come to act boldly.

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Why the Internationalization Customer Experience Fails — and How to Improve It

As competition in the global market intensifies and growth strategies become more complex, offering a positive customer experience is now fundamental to the success of expanding companies. Changes in the needs of global customers have further unbalanced this equation, generating an increasing demand for the reinvention of sales channels and support tools.

While many organizations have already made significant progress, the customer journey toward internationalization continues to be filled with friction points that need to be addressed. In other words, the global customer experience is a field ready for reinvention.

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Navigating Complexity

Expanding globally involves unique and inherently complex challenges. The international customer journey is generally longer and more detailed than that of a local customer. This includes ongoing interactions with multiple touchpoints, services, and regulatory processes.

In addition, the need to meet specific market demands, such as cultural adaptations, language barriers, and local regulations, adds extra layers of complexity.

Our study identified more than 1,200 pain points throughout the internationalization process, reinforcing the need for companies to reevaluate and transform their approach to create a customer experience that is a strategic differential. Among the findings, six key factors that drive an exceptional customer experience emerged.

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The Six Drivers of an Exceptional Customer Experience

1. trustworthiness: Consistency and the ability to fulfill what was promised. Trustworthy companies earn the trust of their customers by delivering exactly what they promise.
2. Quality: Products and services that meet the highest standards. In internationalization, this includes not only the product, but also the adaptation to cultural and regional expectations.
3. expediency: The ease with which customers can interact with the company, navigate processes, and use services offered.
4. Transparency: Openness and honesty regarding pricing, scope of services, and risks involved, building trust and credibility.
5. Responsiveness: The speed and effectiveness with which the company answers customer questions and solves problems.
6. Proactivity: The ability to identify customer needs and offer solutions before they are even requested.

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Where to Improve to Create a Differential

The most common pain points in the internationalization process relate to reliability and convenience. Customers often report frustrations when navigating complex regulatory processes or when dealing with the adaptation of products and services to local realities.

In addition, quality, especially with regard to the execution of services and after-sales support, is often a critical point. Companies that demonstrate excellence in these aspects are more likely to gain the trust and loyalty of customers.

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Time to Act Boldly

Companies that want to lead in the global market need to transform their customer experience from a persistent challenge to a strategic advantage. This requires a deep understanding of each customer's unique demands and targeted planning to eliminate friction points.

Fundamental steps include:

1. Prioritize investments in critical areas, ensuring that the fundamentals are well structured.
2. Integrate technology with service processes to provide a more fluid and efficient experience.
3. Train teams and provide tools that allow effective and empathetic interactions with customers

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Internationalization in the Future: Technology and Empathy

The future belongs to companies that combine advanced technology with human empathy, creating personalized experiences that exceed customer expectations. Not only do these organizations gain a sustainable competitive advantage, but they also set new standards for the industry.

The path to an extraordinary customer experience is clear. What is needed now is to act boldly.

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How AdvizeOne Can Help

Na AdvizeOne, we understand that customer experience is essential for successful internationalization. Our services include:

• Data-Based Market Analysis: Identification of target markets and personalized strategies.
• Global Process Management: Simplification of regulatory and logistics operations to create a more convenient experience.
• Global Team Training: Training to provide excellent service in different cultures.
• Technology Integration: Use of digital tools to increase transparency and efficiency at each stage.
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Schedule a free consultation and discover how we can transform your customer experience into a strategic differential in your global journey.