Marcia Nunes

Critic
DISC Type : C

Head of Digital Channels & Conversational | Executive Leader in AI, CX, and Digital Strategy at Santander Brasil

São Paulo, São Paulo, Brazil

Overview

Marcia Nunes is the Head of Digital Channels and Conversational AI at Santander Brasil. She leads the strategy for chatbots, human chat, and intelligent search, focusing on merging AI with behavioral science to enhance customer experiences for millions of users. She holds an MBA from the University of California, Irvine.


During AWS re: Invent 2025, she noted that she believes "conversation is the new product" for leading companies.

Personality Overview

Objective Thinker

Information Seeker

Negotiator

Unless the value is proven by data, they are unlikely to value fancy features.  They enjoy working alone and do not rely on others very often. They prefer to do logical analysis and value evidence over emotions.

Topics They Care About

Conversational AI
Leads the strategy and performance of conversational channels at Santander, including chatbots and intelligent search, aiming to create more human and efficient digital relationships.
Generative AI
Focuses on the transformative potential of AI while also acknowledging and working to solve challenges like hallucinations and response inconsistencies to ensure real value.
CX Transformation
Her core mission is to transform simple interactions into meaningful customer experiences, using technology to build more personalized and empathetic digital journeys.

Media Appearances

Marcia has no verified media appearances

Work History

3-2024
Head of Digital Channels & Conversational | Executive Leader in AI, CX, and Digital Strategy at Santander Brasil
6-2022
Superintendente Canal Remoto at Santander Brasil
3-2023 - 3-2024
Head Canal Remoto at Santander Brasil
5-1998 - 11-2015
Gerente de Cobrança e SAC at Société Générale

Education

2007 - 2007
MBA from University of California, Irvine - The Paul Merage School of Business
2017 - 2018
Master of Business Administration - MBA from FIAP

More Information

Social Presence :

Prographics :

Exp : 21 Location : São Paulo, São Paulo, Brazil Job Level : Senior Designation : Head of Digital Channels & Conversational | Executive Leader in AI, CX, and Digital Strategy at Santander Brasil
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Insights For Selling To Marcia

During A Call Or A Meeting

DO's

  • Be ready for penetrating questions and critical examination of your pitch
  • Keep some extra margin while sharing pricing, they are likely to negotiate later
  • Be ready to answer many clarity-seeking questions and requests for information

DONT's

  • Don’t rush them till they have clearly gotten all the necessary information
  • Don’t try too hard to build a relationship with them
  • Don't give superficial answers, they are easily rattled by them

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Marcia is

  • Strong evidence of ROI, effective pricing, and proven data points matter the most to them.
  • Will you ever get a clear answer from Marcia

  • It is not very hard for them to say no if they are not convinced about the decision.

Insights For Deal Planning

    How fast (or slow) will Marcia move?

  • Their decision-making is neither very fast nor very slow, they are somewhere in between.
  • Can Marcia take some risk or not?

  • They can take risks if their analysis shows that it would be worth it.

You And Marcia

Personality Compatibility


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