MAPFRE Spain, a leading insurance company in the Spanish market, embarked on a project to transform the customer experience with the collaboration of Izo. The objective was to design and develop Customer Experience Management (CEM) operational guides for their international operations.

The project focused on three key areas of redesign:

1. Customer Journey Guide: A detailed guide was developed that describes each stage of the customer's journey, from acquiring insurance to managing claims and renewing policies. This guide allowed MAPFRE employees to better understand customer needs and expectations at each point of contact.
2. Customer Experience Metrics Guide: A guide was created that defines key metrics for measuring customer experience, such as the Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction (CSAT). These metrics provided MAPFRE with a holistic view of customer satisfaction and loyalty across all channels and processes.
3. Customer Voice Program: A comprehensive voice of the customer program was implemented that included capture, analysis and action based on customer feedback. This allowed MAPFRE to gather valuable information about the perceptions and experiences of its customers, and to use it to drive continuous improvements in its products and services.

Thanks to the CEM operating guidelines developed in collaboration with Izo, MAPFRE Spain was able to standardize and optimize its customer experience processes in its international operations. Not only did this improve customer satisfaction and loyalty, but it also strengthened MAPFRE's position as a leader in the insurance market, demonstrating its commitment to offering exceptional experiences to its customers at all stages of their journey.