Customer Experience | Insights | Analytics
CUSTOMER EXPERIENCE
We help you understand your customers
Analysis, design and transformation of the strategy and 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.
- Definition of CX, Value Proposition, Brand and Positioning.
- Cultural Transformation.
- Training in Customer Centric Culture.
- Governance Model.
UNDERSTAND and understand customers through the measurement of the voice of the customer, helping the company to manage the emotions of its customers, analyzing the current customer experience they live according to their typology.
- Customer Personas Identification.
- Map and analyze the Customer Journey.
- Definition of the CX measurement model.
- Implementation of Customer Voice Programs – Different technological solutions (Medallia, BI, …)
- Capture and integration of information in real time.
- Analytics – CX Reporting
- Customer Management
- Close the Loop
- Inner Loop / Customer Committee
- Economics CX
DESIGN and/or redesign customer experiences based on customers’ perceptions of interactions with the company and their expectations, which they believe 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 concrete measures to improve the customer experience with the company, making the customer the point of reference when implementing processes, products, services, culture.
- Design and Implementation CX Guide
- Ideation
- Identification of GAP (Customer Journey).
- Design tools: Design Thinking, Co-Creation with Customer and Employee, …
- Benchmarking
- Prioritization Selection
- Validation, validate with the organization and experts to see if they are viable.
- Prioritization
- Planning
- Action Plan
- Project Management
- Governance Model
- Scorecard
- Change management
- Ideation
- Revitalize CX culture
- Customer Centric Culture Training
- Continuous Improvement and Innovation.
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