Deprisa Colombia, the leading issuer of leisure travel in South America, partnered with Izo to revitalize its focus on customer experience. Recognizing the critical importance of understanding and improving interaction with its customers, Deprisa Colombia committed to implementing a comprehensive approach that addressed all stages of the customer journey.

In collaboration with Deprisa Colombia, Izo implemented the Customer Journey Map, an essential tool for understanding the interactions and key points of contact between the company and its customers. This process made it possible to identify areas for improvement and opportunities to optimize the customer experience at every stage of the journey.

Based on the Customer Journey Map, Izo and Deprisa Colombia redesigned critical customer interactions, developing an approach focused on customer needs and expectations. This approach resulted in the creation of a new Voice of the Customer (VoC) model, which actively involved Deprisa Colombia's employees in the continuous improvement process.

The new VoC model allowed Deprisa Colombia to collect customer feedback and suggestions more effectively, leading to the identification of up to 32 initiatives and 152 activities over the course of a year. These initiatives addressed a variety of areas, from customer care to service quality and overall customer satisfaction.

As a result of the implementation of the Journey Map and the VoC Model, Deprisa Colombia experienced a significant improvement in customer experience and overall satisfaction. Customers noticed a more personalized and efficient service, leading to increased customer loyalty and retention.

In short, the collaboration between Deprisa Colombia and Izo was a real success in transforming the customer experience. By focusing on understanding customer needs and expectations and involving employees in the continuous improvement process, Deprisa Colombia was able to strengthen its position as a leader in the leisure travel industry in South America. This story highlights the strategic value of prioritizing customer experience in achieving business objectives and Deprisa Colombia's commitment to excellence in service.