Earlier this month, we held another round of the Agent & Xpeer Xperience (AXX), one of the most important initiatives in our culture, which brings Nubankers closer to the reality of customers and Xpeers, as we call our service team.

AXX is traditionally experienced by people from various areas of the company, but in this edition, the immersion was dedicated exclusively to our leadership team, made up of professionals who are part of the executive board and define strategic priorities for the entire business. The proposal reinforces a central principle that high-impact decisions must be born from a deep understanding of those who use our products every day.

Even after surpassing 127 million customers, we remain firm in the understanding that building exceptional experiences requires genuine closeness to the people we serve and those who support them daily.

What is the AXX Immersion?

AXX is a program created to ensure that all Nubankers understand the customer journey end-to-end. The objective is simple and profound: to understand the reality experienced by those who use our products and by those who serve them, including needs, pains, expectations, and joys. This experience broadens empathy and generates concrete input for the constant evolution of products and services.

In this edition dedicated to leaders, the meeting rooms were transformed into spaces focused on real customer service. Instead of the usual strategic discussions, our leaders accompanied calls and chats side-by-side with Xpeers, listening to customer stories, solving doubts, and observing in real-time how decisions made on the board directly impact the experience of the person on the other side of the screen.

This filter-free immersion reinforces that it is not possible to create relevant solutions without deeply understanding the customer’s context.

Recently, we were externally recognized with the Reclame AQUI Award, winning the “Banks and Digital Banks – Mega-operations” category for the 9th consecutive time and being elected Superchampions for the third consecutive year. This public recognition validates the historical commitment to excellence in customer service and shows that the culture of active listening and closeness to the customer is indeed translated into trust, reputation, and concrete results.

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When listening is transformed into innovation

In the 2024-2025 cycle, AXX demonstrated once again how customer-centricity remains rooted in our culture, including at executive levels. More than 3,000 Nubankers participated in the immersions during the period, in more than 280 active listening and real-service sessions. In this specific edition, the leadership was the protagonist, reinforcing that strategic decisions are even more solid when based on direct customer contact.

The impact is tangible. In each cycle, the immersion generates at least a thousand insights that translate into product improvements, bug fixes, journey simplification, and new innovation opportunities. This proximity strengthens the practical empathy of the teams, accelerates decision-making, and reinforces that the most important chair in any discussion remains the customer’s.

Shaping the future

The program has been around for about 10 years and is part of Nubank’s culture. To scale learning and ensure consistency, it was structured into four complementary models:

  • Onboarding: cultural immersion for new Nubankers.
  • Insights: sessions conducted by teams for in-depth analysis and problem resolution.
  • BU Immersion: curation of specific opportunities by product area or segment.
  • Executives: leaders experiencing customer service in practice, the model to which this edition belongs.

This format ensures that no one, regardless of area or seniority, works distant from the reality of those who use our products.

We close this cycle by reaffirming one of the values that has always guided us: we want our customers to love us fanatically. This principle, which was born with Nubank, continues to be the basis of our decisions, the way we work, and the way we build our products. It is what brought us here and it is what will continue to drive us to advance, grow responsibly, and deliver experiences that make a real difference in people’s lives.

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