Iberdrola, one of the world's leading energy companies, embarked on an ambitious project to transform the customer experience in collaboration with Izo, a firm specialized in this field. The goal was to align the entire organization in a customer-centric strategy and improve the experience at all touchpoints.

The first step in this project was to carry out an exhaustive diagnosis of the customer experience at Iberdrola. Key moments in the customer journey were identified, those touchpoints that had a greater impact on the customer's perception of the brand. This was done through the collection and analysis of data, as well as the development of blueprints that visually represented the flow of customer interactions with the company.

Once these key moments were identified, a co-creation process was carried out with Iberdrola customers and employees. Work sessions were organized in which ideas and suggestions were collected to improve the customer experience at each of these touchpoints. The active participation of customers and employees ensured that the proposed solutions were aligned with real customer needs and were operationally feasible.

Based on the conclusions obtained from the diagnosis and the co-creation sessions, up to 10 actions were defined to redesign the customer experience. These actions addressed aspects such as simplifying processes, improving communication with customers, personalizing services and optimizing customer service channels.

The implementation of these redesign actions allowed Iberdrola to significantly improve the customer experience at all points of contact. Customers perceived a more agile, efficient and personalized service, which translated into greater satisfaction and loyalty to the brand.

In short, the collaboration between Iberdrola and Izo resulted in a successful transformation of the customer experience in the company. Thanks to the precise diagnosis, the co-creation with customers and employees, and the implementation of concrete redesign actions, Iberdrola was able to consolidate its position as a customer-focused company and improve the perception of its brand in the market.