Liberty Seguros, a major insurance company in Colombia, partnered with Izo to carry out a Customer Journey Map project with the objective of improving the customer experience and strengthening its position in the market.

The project began with an exhaustive analysis of the Customer Journey of Liberty Seguros customers. Key touchpoints were identified and interactions were evaluated throughout the entire process, from the acquisition of policies to the management of claims and renewals.

Thanks to the analysis of the Customer Journey Map, Liberty Seguros was able to identify the gaps and differences between its current relationship model and the desired ideal model. New strategies and actions were designed to enhance interactions and ensure a positive impact on business results.

One of the main areas of focus was improving the quality of customer service, agility in solving problems, and personalizing communications. Significant changes were implemented to internal processes and staff training to ensure an exceptional customer experience.

As a result of this project, Liberty Seguros achieved an impressive advance in its position in the market. They went from ranking last in the BCX ranking in the Colombian insurance sector to reaching first position in just over a year. This achievement not only reflects Liberty Seguros's dedication to improving the customer experience, but also the effectiveness of the strategic collaboration with Izo in implementing customer-centric solutions.