Ernane Drumond

Critic
DISC Type : C

Head of CX at Inter

Belo Horizonte, Minas Gerais, Brazil

Overview

Ernane Drumond is the Head of Customer Experience at Inter, where he leads the strategy for client interaction and service platforms. With a background in project management and technology from PUC Minas and Ibmec, he has driven major digital transformation projects. Colleagues describe him as a dedicated, organized facilitator and a great negotiator.

He is a key speaker on the topic of leveraging artificial intelligence to enhance customer service while preserving the essential human connection in user interactions.

Personality Overview

Negotiator

ROI Driven

Precise

They are quite likely to negotiate on pricing or other key terms.  They choose to analyze logically and value facts to emotions. They don’t appreciate bells and whistles unless backed by data.

Topics They Care About

Human-Centric CX
Champions a strategy of "Human Experience in the AI era, " focusing on combining technology with a human touch to improve customer interactions.
Generative AI
Focuses on applying Generative AI to enhance customer service tools, like Inter's chatbot Babi, to create more efficient and personalized experiences.
Digital Transformation
Has a career history of leading technological evolution in digital accounts, CRM platforms, and mobile apps for financial institutions.

Media Appearances

Ernane has no verified media appearances

Work History

2-2023
Head of CX at Inter
1-2019 - 2-2023
Executive CX Manager at Inter
2-2017 - 1-2019
Executive Tech Manager at Inter
9-2012 - 8-2013
Coordenador de TI - Plataformas Digitais e CRM at Banco BMG
12-2008 - 9-2012
Analista Negócios Sr de TI e Gerente de Projetos at Banco BMG

Education

2006 - 2010
Bacharel from PUC Minas
2012 - 2012
Gerenciamento de Projetos from Ibmec

More Information

Social Presence :

Prographics :

Exp : 14 Location : Belo Horizonte, Minas Gerais, Brazil Job Level : Mid-senior Designation : Head of CX at Inter
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Insights For Selling To Ernane

During A Call Or A Meeting

DO's

  • Tell them what ROI they can expect
  • If you can, show them industry reports or analyst comments instead of sharing anecdotal stories
  • Keep some extra margin while sharing pricing, they are likely to negotiate later

DONT's

  • Avoid pushing them too much to involve other stakeholders unless it is critical
  • Avoid phrases like ‘trust me’, ‘others just love’ etc.
  • Don’t try to give too many examples of other users, they like to make their own decisions

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Ernane is

  • Proven ROI, pricing and objective proof points are the factors that sway their decision.
  • Will you ever get a clear answer from Ernane

  • They are comfortable saying no if they are convinced that it is the correct decision.

Insights For Deal Planning

    How fast (or slow) will Ernane move?

  • They are neither the fastest nor the slowest decision makers, they are somewhere in the middle.
  • Can Ernane take some risk or not?

  • They can bear some risk if their analysis backs the decision.

You And Ernane

Personality Compatibility


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