CaixaBank, a leading financial group known for its excellence in customer service in Spain, partnered with Izo to revitalize its Voice of the Internal Customer (VoE) program. Recognizing the critical importance of listening to and understanding the needs and concerns of its own employees, CaixaBank committed to designing a new VoE model that would improve communication and promote excellence in service.

The collaboration between CaixaBank and Izo resulted in an innovative VoE model that revolutionized the way in which the organization collects and uses feedback from its employees. Two new indicators were implemented in customer experience metrics: Effort Score and CX Impact Score. These indicators provided a more complete and detailed view of the customer experience, allowing CaixaBank to identify areas of opportunity and take corrective action more effectively.

In addition, a new, more centralized communication circuit was designed, with the introduction of the figure of the service ambassador within the CaixaBank branch network. These service ambassadors played a crucial role in promoting a customer-centric culture and transmitting employee feedback to the organization's leaders.

The result was a significant improvement in internal communication and employee alignment with CaixaBank's customer service strategy. Thanks to the new VoE model, CaixaBank was able to proactively identify and address customer experience challenges, leading to greater customer satisfaction and loyalty.

In short, the collaboration between CaixaBank and Izo in the design of a new VoE program was a real success. By prioritizing the voice and concerns of its own employees, CaixaBank was able to strengthen its organizational culture, improve service quality and guarantee its position as a leader in the Spanish financial sector. This story highlights the transformative power of listening to employees and the importance of effective internal communication in customer service excellence.