BAC, the leading financial holding company in Central America, partnered with Izo to carry out a comprehensive transformation in the customer experience. Recognizing the critical importance of innovation in the customer experience to maintain its leadership position in the region, BAC committed to exploring new ways to improve interaction with its customers.

The project was divided into three key phases: exploration/diagnosis, action plan and maintenance. In the exploration/diagnosis phase, an exhaustive analysis of the customer experience was carried out in the three countries where BAC operates. This included collecting data on clients' needs, expectations, and pain points through various research methodologies.

Based on the diagnostic findings, BAC and Izo identified up to 16 transformation initiatives to improve the customer experience. These initiatives addressed key areas for improvement, such as simplifying processes, improving accessibility and personalizing services.

With a clear action plan in place, BAC implemented transformation initiatives in its operations in all three countries. This included training staff, updating systems and processes, and improving communication with customers.

The results were remarkable. BAC experienced a significant impact on customer satisfaction and loyalty, as well as operational improvements and positive economic results. The successful implementation of the transformation initiatives validated BAC Credomatic and Izo's comprehensive approach to customer experience innovation.

In short, the collaboration between BAC and Izo was a real success. By focusing on understanding customer needs and expectations and implementing specific solutions to improve their experience, BAC was able to strengthen its position as a leader in the Central American financial market and ensure its long-term success. This story highlights the transformative power of innovation in customer experience and strategic collaboration to drive growth and business excellence in the region.

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