Nu is an eight-time champion of the Reclame Aqui Awards, one of the most relevant customer excellence recognitions in Brazil. In the new episode of the Nu Videocast, Tulio Oliveira, General Manager of Brazil Operations and Customer Experience, talks about how Nu’s awarded CX impacts the business and the whole financial services industry.

Also in this issue: TIME lists Nu as one of the best brands in Brazil, Cristina Junqueira is among the 25 most influential women in 2024, Nu Colombia consolidates its operations under a single entity, and more.
 

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Customer Excellence

Nu was recognized for the eighth year in a row in the category Digital Banks and Cards – Mega Operations of the Reclame Aqui Award, one of the most important customer service rankings in Brazil. Additionally, it was the company with the most votes overall, winning the Special Award – Super Champion. Nu also took home the category of Card Operators and Administrators – Banks. 

Moreover, Nubank topped the Neobanks list of Companies that Respect Consumers the Most in Brazil, and Nu Colombia received a Portafolio Award for having the best customer service in the country.

Nu Videocast: Customer Excellence. Tulio Oliveira, General Manager of Brazil Operations and Customer Experience, participated in the latest episode of the Nu Videocast to talk about how Nu revolutionized customer service in Latin America and, after a decade, maintains the highest levels of satisfaction in the industry in the three countries where it operates. He also explained how CX directly affects the business and how Nu leverages AI to reach even higher levels of satisfaction.

Corporate information

More recognition. TIME listed Nu as the Best Brand in Brazil in both the Banks and Neobanking & Neobrokerage categories. The result was based on a survey with 13,500 consumers about brand awareness, social buzz, likability, usage, and loyalty. Co-founder Cristina Junqueira is among the 25 Most Influential Women in the world, according to the Financial Times. Elite Infomoney 2024 listed David Vélez and Guilherme Lago among the CEOs and CFOs of publicly traded Brazilian companies that grow most consistently, and David also received the Forbes 2024 Excellence Award in Colombia. Overall, Nu and its executives received more than 40 different recognitions this year.

Retrospective. 2024 was the year when Nu surpassed 100 million customers and registered once again quarters of record growth and profitability to successfully advance on all its priorities. Read a summary of the company’s advancements in its high-income strategy, secured lending launches, growth in the Mexican and Colombian markets, and its growth beyond financial services.

Nu Colombia consolidation. Nu Colombia got formal approval to consolidate its account and credit operations under a single legal entity, reinforcing its long-term vision and commitment to the country. 

Financial access. Research shows that the vast majority of transactions in Mexico are paid in cash, 50% of adults lack a formal savings account, and only 11% have access to a credit card. Given this scenario, Nu Mexico and other institutions launched a study that identifies structural barriers to financial inclusion and offers proposals for a more inclusive system.

Products and launches

Initiatives for High-Income. Nubank Ultravioleta expanded its offerings for the Global Account holders, including 40 new currency options, more countries covered by the free eSIM, and a guaranteed rescheduling service for airline tickets purchased through the app. Ultravioleta customers now also count on a dedicated space for well-being at Ibirapuera Park in São Paulo. Casa Ultravioleta offers snacks, drinks, showers, and workstations. Additionally, Nu is once again the sponsor of the Ibirapuera Park Christmas Tree, the tallest in the city. 

Nu Control. Nu Colombia launched the pilot of Nu Control, a credit card option that combines different interest rates and/or management fees for customers whose credit history cannot be assessed due to a lack of information. This is a way for the company to welcome more customers while controlling risk by using innovation in products that have not been seen before in the market. 

Pix on WhatsApp. Nu is currently rolling out instant payments powered by AI. Customers in Brazil will be able to initiate transfers via WhatsApp, through a secure flow using audio, text, or images.

Estadão highlights an analysis by USB BB showing that in Q3 Nubank achieved market shares of 14% in credit cards and 10% in personal credit in Brazil.

El Financiero highlighted David Vélez’ trajectory and his leadership in building Nu into one of the largest digital financial platforms in the world. 

In honor of World Female Entrepreneurship Day, Época Negócios mentioned Cristina Junqueira as one of the women transforming business in the technology sector.

Livia Chanes spoke to L'Officiel about the importance of being an executive in the technology sector and using her work to build identification and inspire other women.

The use of digital channels for financial operations in Mexico grew by 572% from 2016 to 2024, according to BBVA México. Nu was highlighted as a key driver in this digital banking transformation. Additionally, research by Ipsos shows that 7 out of every 10 Mexicans trust digital platforms to manage their money. 

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