Customer Experience team
Customer Experience / internal resource hub
A shared place for the people, knowledge and decisions behind an exceptional customer experience.
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Important announcement
A team milestone
Our Customer Experience team has officially renewed our Meta Certified Company status for the second year in a row.
A recognition of the care, expertise and consistency our team brings to every community conversation.
The field guide
Five places to find the context, connections and practical ideas that help CX do its best work.
How Customer Support, Success, Knowledge and Engineering connect to move CX forward.
Meet the areas
Bruno and the Zentesimal crew: prompts, playbooks and experiments worth sharing.
Explore AI
Our peer-to-peer training programme. Bring a question, leave with a new point of view.
Find a session
The dashboard, the context and the shared signals that help us make better decisions.
Read the guide
Celebrating the people and small initiatives that make a real difference for our customers.
See the storiesCX in action
Great customer experiences are built together: in honest workshops, practical experiments and the moments that bring us closer as a team.
We make room for new perspectives, useful questions and shared practice.
Connection and joy matter. They are part of the energy we bring to customers.
Every hand-off is a chance to bring clarity, confidence and momentum.
01 / team structure
Customer Experience is led by the Chief Customer Officer and organised around four complementary disciplines. Each area strengthens the next customer moment.
Team structure
The frontline: solving everyday questions with clarity, care and context.
Resolution & listening
Helping customers find value, build confidence and keep moving forward.
Adoption & outcomes
Turning what we learn into useful, findable and trustworthy guidance.
Enablement & clarity
Connecting product, data and technical insight to remove friction.
Systems & scale
Customer Experience
The Customer Experience team can be divided in three main areas: Customer Support, Customer Knowledge and Customer Success.
The major part of the team is located in Customer Support, which refers to the Customer Support Specialists that solve the incidences and questions that users come with through the live chat.
Customer Knowledge refers to all the support content that customers can find in the Help Center. This content is continuously being updated and extended.
Customer Success is the most recently added area, created to attend exclusively White Label cases.
Slack · In the #es5-cs-general-metricool Slack channel you will find how the team is structured, their workflow and the main channels anyone can visit when needed.
02 / AI in CX
AI in CX is a practical shared practice. Bruno and our Zentesimal teammates help us make space for better questions, clearer knowledge and more thoughtful service.
The AI working agreement
Use AI to make a real CX task clearer, faster or more consistent — not simply to add more automation.
Review every useful output with the context, empathy and judgment a customer deserves.
If a prompt or workflow works, add it to the library so the whole team can build on it.
A helpful model should make the work feel more human — not less.
03 / Experto a Experto
Experto a Experto is our peer-led training space: short, honest sessions where we swap the methods, stories and small breakthroughs that make a difference.
A current question, conversation or tricky decision is the best starting point.
One teammate shares a practical approach; the rest bring curiosity and useful challenge.
Capture the takeaway, owner and next experiment so the learning is available after the session.
Want to host a session? Bring a real topic and a useful takeaway. The format works best when it is practical, specific and open to discussion.
04 / CX Metrics
The CX dashboard is our shared starting point for better conversations. We use it to spot patterns, understand trade-offs and choose the next helpful action.
Customer satisfaction, sentiment and the quality of the experience we create.
Adoption, engagement and the signals that tell us whether customers are finding value.
Speed, quality, workload and the patterns that help us improve the work itself.
05 / Hall of Fame
The Hall of Fame celebrates thoughtful acts that help customers and teammates: a clearer answer, a generous hand-off, a useful resource or an experiment that made work better.
What belongs here
A case where care, clarity or creativity turned a difficult moment into a better experience.
A small process improvement, a generous collaboration or a lesson that made everyone’s work easier.