Dr. Julianelli et al.: Customer service in the new normal (02/07/2020)

Dr. Leonardo Julianelli, Mr. Henrique Alvarenga & Ms. Adhara Ginaid 

Customer service in the new normal

In this article, the impact of Covid-19 on Customer Service is discussed, presenting failures on service delivery and ways to mitigate them, some accelerated omnichannel practices and the necessary discussion on how the Customer Centric vision will become even more important in the post-crisis for decision making in the Supply Chain.

Download the article here.

Originally published in Portuguese by Tecnologística Magazine on June 16th, 2020.


Dr. Leonardo Julianelli

Leonardo Julianelli has a PhD in Industrial Engineering focused on Innovation from COPPE/UFRJ and master’s degree (M.Sc.) in Management from COPPEAD/UFRJ, where he helped to structure the research team and education programs in Logistics. More than 20 years of experience in Supply Chain Management, with books and articles published in the field. Currently, Leonardo Julianelli is Executive Partner at ILOS – a consultancy specialized in Logistics and Supply Chain – and Assistant Professor at FACC/UFRJ.

Mr. Henrique Alvarenga

Graduated in Mechanical Engineering with master’s degree (M.Sc.) in Management by COPPEAD/UFRJ. Four years of experience as consultant at ILOS, contributing for large supply chain and logistics projects in different areas, such as demand planning, inventory management, network design and operation’s strategy.

Ms. Adhara Ginaid

Graduated in Environmental Engineering and Civil Engineering with master’s degree (M.Sc) in Environmental Engineering by UFRJ. Three years of experience as consultant at ILOS, contributing for projects related to key performance indicators for commercial, supply chain and industrial analysis.