Nozomu Niwa

Examiner
DISC Type : cs

Director Customer Experience at BTG Pactual at BTG Pactual

Greater São Paulo Area, Brazil

Overview

Nozomu Niwa is the Director of Customer Experience at BTG Pactual, leveraging over two decades of experience in telecommunications and CX roles within major financial institutions like Itaú Unibanco. He recently completed a B2C Leadership Program at the prestigious Fundação Getulio Vargas (FGV), underscoring his commitment to continuous professional development.

He has expressed a nuanced view on generative AI, acknowledging its utility for internal processes like script creation and quality analysis, but remains cautious about using it in direct customer interactions due to potential inaccuracies and privacy concerns.

Personality Overview

Late Adopter

Unexpressive

Status Quo Seeker

They do not like taking risks at all and go for proven options in the end.  They are heavily focused on quality and prefer doing things the right way, even if it takes time. They are always well-planned and adopt a systematic approach.

Topics They Care About

AI in Customer Service
He is actively evaluating the role of generative AI in CX, using it for internal tasks while remaining cautious about client-facing applications due to risks of 'hallucination'.
Contact Center Tech
Maintains an interest in the latest customer engagement technologies, evidenced by his attention to industry events like Verint Engage 24.
CX in Financial Services
As the Director of CX at BTG Pactual, his primary focus is on managing and enhancing the customer journey within the competitive digital banking landscape.

Media Appearances

Nozomu has no verified media appearances

Work History

5-2020
Director Customer Experience at BTG Pactual at BTG Pactual
5-2020
Telecomunicações at Itaú Unibanco
Telecomunicações at Credicard/Orbitall (Grupo Citibank, Itaú e Unibanco)
10-1995 - 4-1999
Analista de sistema at GMK Eletronica
8-1994 - 9-1995
Supervisor Operacional at AME Eletronica (Datacard)

Education

Nozomu has no verified education history

More Information

Social Presence :

Prographics :

Exp : 10 Location : Greater São Paulo Area, Brazil Job Level : Mid-senior Designation : Director Customer Experience at BTG Pactual at BTG Pactual
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Insights For Selling To Nozomu

During A Call Or A Meeting

DO's

  • Be firm in your communication and stay in control
  • Ask them which other stakeholders would be important for this purchase decision
  • Expect them to be slow and cautious, encourage them to ask more questions

DONT's

  • Don't rely on relationship building even if they act pleasantly
  • Don't use phrases like 'do not worry', 'i promise' etc.
  • Don't push them too hard to make fast decisions, give them time

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Nozomu is

  • Proof of usage by others in the industry, case studies showing ROI are likely to work the best with them.
  • Will you ever get a clear answer from Nozomu

  • They don’t say no often, they push out the decisions or keep going around in circles.

Insights For Deal Planning

    How fast (or slow) will Nozomu move?

  • They are some of the slowest movers and take their time reaching decisions.
  • Can Nozomu take some risk or not?

  • They have very low acceptance of risk even if they do not say it directly.

You And Nozomu

Personality Compatibility


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