We are MADISONmk CX, Insights & Analytics
We help you understand your customers, accompanying you throughout the Customer Journey cycle, advising you on how to act to improve your customers’ experience and generate return (ROI).
We transform data into actionable knowledge and add value by relying on technology and digital tools.
CUSTOMER EXPERIENCE
Analysis, design and transformation of strategy, customer and employee experience, 360 degrees.
A methodology based on continuously nurturing the company with information about the customer and employee experience to transform their experience.
DEFINE
the strategic line and values of CX/BX in the company. Establish its deployment in all channels and contacts, as well as the identification of the leader to promote it and connect it with people through involvement and commitment.
UNDERSTAND
and understanding customers through the measurement of the voice of the customer, helping the company to manage the emotions of its customers, analysing the current Customer Experience according to its typology.
DESIGN
and/or redesign Customer Experiences based on customer perceptions based on interactions with the company and their expectations: what they think was going to happen.
Analyze the differences or the existing GAP between the current customer experience and the new experience.
TRANSFORM
the customer relationship experience by implementing specific measures to improve the Customer Experience with the company, making the customer the point of reference when implementing processes, products, services, culture.
We help you understand your customers
INSIGHTS
We research in depth the market in which our clients operate. The latest trends and best practices, as well as the elements that make up the experience and that allow us to relate emotionally with customers: BRAND, PRODUCT and INTERACTION
MARKET DIAGNOSIS
Identify the key characteristics of the market, at the level of customers and competition, for the company’s strategic decision-making.
CUSTOMER
Understand customers, their potential value for the company, for the identification of Insights and to be able to establish loyalty and marketing strategies.
PRODUCT
Analyze and understand in detail the company’s products, considering their characteristics, their operation and their behavior within the market.
ENTERPRISE
Understand and deepen the different areas in which the company intervenes, which allows the identification of proposals for improvement and strategic actions for the evolution of the business.
BRAND
Build and define the company’s brand that allows you to generate sensations and connect with the customer, with the aim of making your brand in their final purchase decision.
INTERACTION
Understand and understand customer interactions with the company to deliver a better CX and competitive advantage in the market.
We put consumer perception in your hands
ANALYTICS
We identify new opportunities for innovation and continuous improvement of CX associated with our services, which require greater exploitation of data assets through Analytics and Artificial Intelligence solutions.
Text Analytics
New and intensive wordings
Experiential perspective
Customer clustering and profiling
Customer journey
ROI
Smart predictions, propensity to buy, repeat purchase, forecast income, propensity to flee…
Conversation monitoring:
We identify opportunities to improve each CX
INTERNATIONAL FIELDWORK
From the Fieldwork World Services by MADISON area we specialize in the coordination and execution of multinational field projects.