DIA, a renowned international food distribution company, set out to improve the understanding of the needs and preferences of its customers to provide an exceptional shopping experience. In partnership with Izo, they carried out an innovative technological project focused on the implementation of the data analysis software of their partner, Clarabridge (now Qualtrics XM Discover).

The main objective of the project was to promote the obtaining of insights from the voice of the customer in a comprehensive and holistic way. DIA sought to expand the possibilities of analysis beyond traditional channel management teams, involving all teams related to customer experience.

Implementing Clarabridge's software allowed DIA to collect and analyze data from multiple sources, including online interactions, social media, customer feedback, and more. This extensive data collection provided a complete view of the customer experience at all points of contact with the brand.

With the ability to analyze large volumes of data quickly and efficiently, DIA teams were able to identify trends, patterns, and areas for improvement more effectively than ever before. This allowed them to make informed and strategic decisions to improve the customer experience in all aspects of the business.

In addition, the implementation of the Clarabridge software not only benefited channel management teams, but also involved all teams related to customer experience, allowing for closer collaboration and a shared understanding of customer needs and expectations across the organization.

As a result of this innovative technological project, DIA was able to significantly improve its ability to understand and meet the needs of its customers. The successful implementation of Clarabridge's software allowed DIA to gain valuable insights that drove tangible improvements in customer experience and, ultimately, in business success.

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