Nínive Loriani
Nínive Loriani (Nina) is the Cultural Training Supervisor at São Paulo's Municipal Department of Culture and Creative Economy. A communications specialist with a postgraduate degree in Project Management from FGV, she has over 10 years of experience managing training, entrepreneurship, innovation, and people development projects with social impact in peripheral areas. She led initiatives such as Meu Trampo, which has trained over 25,000 young people, and Facebook na Comunidade, which reached over 5,000 entrepreneurs. Currently, she coordinates public programs for artistic and cultural training and actions aimed at expanding access to culture and opportunities across different territories in São Paulo.
Do You Really Know What Your Customer Wants?
Many entrepreneurs fail not due to lack of a good product, but because they fall so in love with the solution that they ignore the real pain of those who use it. This session dives into the critical intersection between the founder's vision and the practice of Customer Success (CS), challenging the premise that "knowing the market" is the same as understanding customer success. We will debate how to structure active listening and feedback channels that transform assumptions into actionable data, teaching leaders to decipher not only what the customer asks for, but what they actually need to achieve results. Learn to implement a CS culture that goes beyond reactive support, using customer intelligence to guide the innovation roadmap, reduce churn, and ensure that each new feature is a direct response to a perceived value, and not just more noise in the system.