BCI Chile, a leading Financial Services Corporation in the country, set out to strengthen its relationship with customers and improve their experience with its products and services. To achieve this objective, BCI collaborated with Izo in the implementation of a Customer Voice Program, which made it possible to capture, interpret and manage customer expectations, preferences and experiences in all interactions with the bank.

The Voice of the Customer program designed by Izo for BCI Chile involved the implementation of tools and methodologies to collect direct feedback from customers. Surveys, interviews and analysis of comments were carried out on social networks and other communication channels, allowing a deep understanding of customer needs and desires.

With the information collected through the Voice of the Customer program, BCI Chile was able to identify key areas of improvement in its products, services and processes. Specific action plans were developed to address these areas, focusing on improving service quality, increasing operational efficiency and offering more personalized solutions adapted to individual customer needs.

As a result of the implementation of the Voice of the Customer program, BCI Chile achieved significant improvements in the customer experience. A closing rate of 82% was achieved in tickets due to customer requests, indicating a quick and effective response to customer needs and inquiries. In addition, 74% satisfaction was registered among the customers surveyed, reflecting a significant improvement in the overall perception of the service offered by the bank.

In short, the collaboration between BCI Chile and Izo in the implementation of the Voice of the Customer program made it possible to strengthen the relationship with customers, improve the customer experience and position BCI as a benchmark in the Chilean financial industry in terms of customer service and personalized attention.