Differentiate your company
from competitors by building
an emotional connection with
your customers through experiences.
From small companies to large organizations, our services can fit
your organization needs to transform your company strategy around experience management.
Differentiate your company
from competitors by building
an emotional connection with
your customers through experiences.
From small companies to large organizations, our services can fit
your organization needs to transform your company strategy around experience management.
Industry
Banking
Financial Services and Banking companies have been applying customer centric strategies over the last years. To be able to compete in this market and not be left behind, these institutions need to incorporate customer centric strategies and methodologies on the way they manage their business.
The banking industry has gone through a huge digital transformation but, stills suffers to build a sustainable differentiated advantage based on customer connection.
Industry
Insurance
Insurance companies face a very complex challenge when it comes to customer experience. On one hand, the majority of their customers pay for a service they don’t use, and value is only truly perceived when a claim occurs.
Also, they have to face regulation issues and, in most cases, there are not many opportunities to interact with customers, so moments of truth are even more important than in most industries.
Insurance companies can benefit from customer centric strategies to continuously identify new opportunities for innovation and generate emotional connections with their customers that will increase the total lifetime and the number of products used by each customer.
Industry
Telecom
Telecommunication companies are huge organizations with millions of customers in many cases. Along with this, communication services have become number one priority on many consumers, even beyond other basic services.
This generates a very low level of tolerance in a market where time to market is key and customers feel they are not always on the center of the decisions of these companies.
However, Telecom companies have invested probably more than any other vertical and have some of the most advanced management systems around customers. So the real challenge in this very competitive market is how you differentiate and build a sustainable competitive advantage without losing the size, flexibility and speed that the market requires.
Industry
Utilities
Utilities are basic services. This means that customers usually don’t perceive the value when they work and only suffer disappointment when there is any problem.
Though regulation is a very important issue in this market, all around the globe utilities companies are facing the appearance on new players and more competitiveness in the market.
Utilities companies need to consider Customer Service as one of the strategic areas of the company, as is the main differentiator they can use to create loyalty.
Industry
Retail / Consumer Goods
Retail and Consumer Goods business have been working mainly on two aspect of the experience: shopping experience and brand experience.
There are many innovations and knowledge when it comes to manage the consumer experience. However, there are also very big challenges on the retail business. These companies need to start building an individual knowledge of their customers and not only a global understanding of the anonymous buyer.
Customer Centric tools and methodologies can deliver a great value for retail and consumer goods companies. Mapping the complete Customer Journey, beyond the buying experience and innovating on new moments of truth or incorporating Voice of the Customer Program as a transformational and culture tool are some of the initiatives that are being taken by the most advance retailers on the world.
Industry
Travel / Transportation
The travel industry has been on of the first on using customer centric strategies and methodologies. The concept of Moment of Truth was in fact used for the first time by Jan Carlzon, CEO of Scandinavian Airlines in 1984.
Since then, Airlines and other travel and transportation industries have focused on trying to build a more customer focused approach to their business.
The travel and transportation industry is in constant change and needs to count on the most advanced tools and methodologies to keep evolving and overcome customer expectations.
Industry
Health / Pharma
Patient experience has become one of the key topics when it comes to experience. There are few verticals where the emotional management is so important as the health business.
However, the ecosystem to manage experience in this sector is not easy. Beyond the patient there are many other actors that take place on the experience. From doctors and medical staff, drugstores and pharmaceutical firms or even the patient’s relatives, the whole experience is affected by many stakeholders. Also, regulation is very complex and strict.
All type of companies within the health industry can benefit from using customer-centric strategies and methodologies to understand and design based on the patient experiences.
Industry
B2B Services
B2B companies that are incorporating a customer-centric approach to their business is growing every day. In a market where the number of customers is smaller and the value of each customer is much higher, B2B organizations need to understand the importance of understand and develop a customer experience strategy.
Customer Experience methodologies for the B2B business are the same. However, they need to be adapted to the complexity of their business. In B2B markets there is not one single user that influence the decision, so it’s important to map and manage the different experiences lived by the key stakeholders.
However, the financial impact of working on CX is even more tangible, as every interaction has a much more direct impact on the bottom-line results.
Industry
B2B Industry
B2B market is very diverse, so we differentiate between companies that provide services and the Industry Manufactures.
Industry companies are usually more focused on the product and operations as the main source of competitiveness. However, many relevant cases have demonstrated that focusing on the customer needs and applying CX strategies have generated another key driver for business impact.
Customer Experience methodologies for the B2B business are the same. However, they need to be adapted to the complexity of their business. In B2B markets there is not one single user that influence the decision, so it’s important to map and manage the different experiences lived by the key stakeholders.
Customized Solutions
We focus on the specific needs and insights of every vertical to personalize the strategy in each transformation project.
Experience Strategy
We analyze brand, services and interactions with the customer to build a customer centric organization and transform the way we make decisions and manage the company.
Customer Experience
Understand the customer experience to redesign and transform moments of truth based on the insights coming from customer journeys, voice of the customer program and digital interactions.
Employee Experience
Work on your company culture and build employee engagement by applying the same tools and methodologies that are being successful with your customers.
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Success Stories
Here you can find some of the success stories about experience management on your vertical
We carried out a transformation project at Produbanco, a banking group in Ecuador, in which we identified the key levers to improve the experience. We implemented mechanisms that consistently ensured that all points of contact were linked to the client's needs and thus generated a great impact on the business.
Produbanco Ecuador: Project for the transformation of the experience
We revolutionized the customer experience of Coopeuch, Chile's cooperative bank with more than 800,000 customers, giving a greater boost to digital channels and also creating a reinforcement in the attributes that allowed us to respond to expectations. More than 450 surveys and 10 co-creation workshops made possible the promise of Experiencia Omnicanal.
COOPEUCH Chile: Assessment and transformation of the experience
We managed to capture the expectations, preferences and experiences of the client with the products and services of BCI, Corporación de Servicios Financieros de Chile. With this, we were able to interpret and manage them through the different distribution channels, giving an 82% closure to the tickets by customer requests and generating a 74% satisfaction.
BCI Chile: Voice of Customer Program
We redesigned the current product and service design process of Ibercaja, the eighth largest Spanish banking group. After several interviews and exploratory workshops, we presented a Toolkit for a new inclusive product and service design process, positioning the client at the centre of each stage of experiential design.
Ibercaja Spain: Redesign of CEM products and services
We designed and implemented a customer service model for the Coopeservidores cooperative, a financial service provider in Costa Rica, with the objective of increasing brand loyalty. We analyzed the invisible part of up to 7 critical contact points of the Customer Journey and carried out 10 transformation interactions.
Coopeservidores Costa Rica: Experience Transformation
We implemented an Emotional Accompaniment program at Cetelem, the leading financing company in Spain. We improved customer interactions and the Operational Excellence model through emotional management tools and skills. The program generated such an impact that it was deployed in Sales, Customer Service, Complaints and Emotional Recovery.
BNP Paribas Cetelem: Culture of Experience
We designed a new VoE model for CaixaBank, the leading financial group in customer service in Spain. We implemented 2 new indicators in the customer experience metrics: Effort Score and CX Impact Score, which allowed us to design a new, more centralized communication circuit, with the figure of the service ambassador within the branch network.
CaixaBank: Internal Customer Voice Program
We carried out an integral innovation project for BAC Credomatic, the main financial holding company in Central America, which consisted of 3 key phases: exploration/diagnosis, action plan and maintenance. A significant impact was generated on clients and the success was revalidated with notable results from the extraction of experience, operational and business indicators.
Experience Strategy
BAC Credomatic: Innovation from Experience
We built an integral project for BAC Credomatic, one of the main financial holdings in Central America, where after an exhaustive diagnosis we proposed up to 16 initiatives to transform the client's experience in 3 countries. With this, we achieved a global strategic roadmap and fruitful economic results.
Experience Strategy
Bac Credomatic: Customer Centric Strategy
We diagnosed the Voice of the Employee in the Commercial Network at BBVA, the second largest banking group in Spain. We involved a total of 107 employees in interviews and focus groups to carry out the Assessment and Employee Journey. We concluded the project with new lines of action and best practices.
Employee Experience
BBVA Spain: Employee Experience Assessment
We monitored the telephone channel at Bancoestado, the only social financial inclusion bank in Chile. We were able to identify improvements and ensure proper compliance with operations, policies and processes, manage the different suppliers. The result was a 12-point increase in the overall resolution rate in just one year.
Bancoestado Chile: Interaction Monitoring
We defined a global 360ª plan of the Assistance and Call Centre service for Seguros Bolivar, one of the main operators in Colombia. We identified needs in the use of Work Force and Quality Management tools, and managed to design and implement a new internal management model aligned with COPC quality standards.
Seguros Bolivar: Call Center Assistance Diagnosis
Based on the Customer Journey Map, we identified the differences between the current relationship model and designed a new ideal model for Liberty Seguros, to enhance interactions and ensure a positive impact on business results. This allowed Liberty Seguros to move from the last place in the BCX ranking in the Colombian insurance sector, to occupy the 1st position in little more than a year.
Liberty Seguros: Customer journey map
We carried out a project to design Customer Experience Management manuals and operational guides for the international operations of Mapfre, a leading insurance company in Spain. We established 3 main focuses of redesign: Customer Journey Guide, Customer Experience Metrics Guide and Voice of the Customer Program.
MAPFRE Spain: EMF Operational Guidelines
In Mapfre Peru we carried out the design of the experience of the digital sales channel, to build a competitive offer with differentiated value. We quantified the costs of attracting and keeping customers, and implemented diagnostic tools of the experience that added up to a total saving of more than 220,000 euros.
Experience Strategy
Mapfre Peru: CEM strategy design
In Mapfre, we designed and delivered an international online training program, in Latin America and Europe, on the concepts, tools and basic phases of Customer Experience Management. This helped to align the entire organization in the implementation of tools and the different phases of an experience transformation project.
Mapfre: Customer Experience Management Training
It has succeeded in transforming the cold postal communication of Colfondos, the Colombian insurance company specializing in pensions and severance payments. We transformed the insurance terminology into proactive personal communications by involving the internal team. We achieved a greater bond, as well as an increase in cross-selling and a decrease in call center contacts.
Colfondos: Redesign of Interactions
We design the experience of Colfondos, a Colombian insurance company specialized in pensions and severance pay, in the stages of savings and pension, and in all channels and points of contact. The result was greater satisfaction and recommendation, increasing the INS by 27 percentage points, the NPS by 32, and 89% interaction in WOW moments.
Colfondos: Innovation and Transformation of the Customer Experience
We carried out a diagnosis of the Voice of the Customer Programme of Seguros LagunAro, a leading regional company in the north of Spain, to identify aspects of improvement and proposed specific solutions in each of the dimensions of the company's framework.
Lagun Aro: VOC Program Assessment
We improved the customer experience in the insurance renewal process for Allianz, the insurance group with more than 4 million customers in Spain. We conducted ideation and co-creation sessions with employees, and implemented improvements with an action plan that increased the volume of interactions to facilitate the renewal process.
Allianz: Redesigning the Renewal Process Experience
We link the internal and external transformation needs of BCI Seguros, a Chilean insurance company, to improve the customer experience in a vehicle claim. We perform diagnostic techniques such as Blueprint, Shadowing, workshops and workshops with the internal team and achieve a customer experience discipline and a customer centric vision throughout the company.
BCI Chile: Vehicle Accident Blueprint
We worked closely with the HR team of Zurich, Spain's No. 1 insurance company in terms of solvency, applying CEM methodologies and tools that had a positive impact on the Employee Experience. To this end, we identified improvements in the Employee Journey, which managed to build a common model where the whole team participates and works in the same direction.
Employee Experience
Zurich: Employee Experience Management Workshop
We carried out quantitative and qualitative research for Caser Seguros, the insurance group with over 2.3 million customers, with the aim of identifying the motivations and needs of insurance users in digital channels. Thanks to interviews, surveys and focus groups, actions were designed to migrate the stagnant traditional channels to the digital channels.
Caser: Customer migration to digital channels
We mapped the basic, differentiating and excellence attributes in the business model and customer relationship of Nacional Vida, Bolivia's investment holding company, to design a new CEM methodology in 3 phases. We implemented a CANVAS that managed to unify 3 branches of the business into a single solution for the client and a governance proposal to give continuity to the transformation initiatives.
Nacional Seguros Bolivia: CEM Disign
Movistar is the leading company in the telecommunications sector in Spain. It has almost 300 million customers worldwide with presence in 14 countries. A chat and email solution was implemented which was also integrated with the mobile applications launched by Movistar, improving the quality of the service and the collection of customer information.
Movistar: Implementation of Chat and Email tools
GTD Manquehe belongs to the GTD Group. We did six workshops with more than 300 participants to make its collaborators aware of the importance of the Customer Experience. After the project, the development of an experience culture began in order to align this strategy with the entire organization.
Employee Experience
GTD Manquehue : Experience Culture
Entel is one of the largest telecoms companies in Chile with more than 8 million customers. A customer voice analysis with more than 100 recorded calls was conducted to understand consumers' most important moments of pain. As a result, more than 50 points of improvement were detected and action lines were implemented to improve the experience.
Entel Chile: Voice of Customer Analysis
Claro is the leading company in the telecommunications sector in Argentina. We carried out a Customer Journey with them and, thanks to the almost 1,500 surveys that were carried out with both customers and collaborators, resulted in a series of concrete actions that improved the satisfaction of the technical service customers.
Claro: Repairs Customer Journey
This telecom company in Bogotá is one of the largest companies in the sector in Colombia. It was founded in 1884 and has about 2 million customers. Thanks to the information obtained by the Customer Journey, it was possible to implement a model in the call center with more than 600 people, which increased the NPS and reduced the CES of the company.
ETB: Experience Transformation in the Telephone Channel
DIRECTV is among the 10 most important companies in the telecommunications sector in Colombia with nearly 1,000 employees. An analysis of the call center was carried out to see the quality they offer their clients and 28 recommendations for action were implemented from the almost 50 findings found in the different channels.
Experience Strategy
DIRECTV Colombia: Multichannel Strategy Design
Orange is the second largest mobile phone operator in Spain, with more than 30 years in the market. Thanks to this project, they managed to increase the motivation capacity of its employees using innovation tools based on Customer and Employee Experience.
Orange: Customer Experience Innovation Workshop
Viva Nuevatel is a telecommunications operator that is among the largest companies in Bolivia with more than 20 years of history. As a result of the project with Izo, it created an exclusive department of Customer Experience, being this the most relevant of the whole company.
VIVA: Maturity CEM Assessment
We helped Endesa to measure the quality of its online channels, both in terms of the quality issued by the Customer Service department and the quality perceived. In this way, we achieved a notable improvement in customer satisfaction with an average conversion rate of 22%.
Endesa: Online Channel Quality Measurement
We generated a great progress in the quality of the Customer Service for Repsol, world leader with more than 10 million customers, through the approach of improvements in management, attention, business and processes with IVR. Likewise, we managed to automate processes and reconfigure times and texts in voiceovers, increasing quality.
Repsol: Design of the evaluation programme
We implemented a Quality Plan model for EDP, a leading international energy group in sustainability. We identified the critical processes that affect customer satisfaction and adapt the procedures of the SAC to the optimal levels of quality required by the COPC, achieving a quality system based on experience.
EDP Energy: Voice of Customer Monitoring
Customized training project on Customer Experience for the agents of the Call Centre of Iberdrola, an international energy leader. The needs, emotions and moods of customers were analyzed in each process with the company, to learn how to avoid moments of pain and generate WOW moments.
Experience Strategy
Iberdrola: Customer Schools
We aligned the entire Iberdrola organization in the same customer centric strategy, carrying out up to 10 actions of Customer Experience Redesign. We base our actions on the current Diagnostic and Blueprint of key moments, and apply co-creation techniques with customers and employees.
Iberdrola: Customer Experience Transformation
Eroski is one of the main supermarkets in the Spanish market, with more than 7 million customers. A project was carried out in three phases for the diagnosis and redesign of the different consumer touchpoints and thus implement 7 major actions for the promoter customers.
Eroski: Customer Experience Diagnosis
Codere is one of the best known betting brands in Spain, with international presence in 7 countries and 30 years of history. A complete Customer Journey was elaborated, which allowed to obtain more information of the behavior of the users in the different rooms by means of ethnographic and qualitative research.
Codere: Customer Experience Diagnosis
Primavera Group is a leading brand in the Panamanian market within the wholesale textile sector. Thanks to the development of the Customer Journey of its clients, it was possible to map all the experience that the consumers lived and the identification of 6 archetypes of clients. This allowed the construction of a calendar of actions based on the findings.
Grupo Primavera: Customer Experience Assesment
Homecenter Colombia, with more than 8,000 employees, is one of the main leaders in the retail sector in South America. Thanks to the implementation of the Customer Journey Map tool in its more than 40 stores, they were able to significantly increase their transactional NPS.
Homecenter: Customer Experience Transformation
The measurement and monitoring of customer experience indicators have enabled Alsa to implement concrete actions to improve the customer experience. This provided a 5% of increase in customer perception of the brand over a period of 6 months.
Alsa: Customer Experience Management System
We carried out the analysis of the strategy and treatment of the Customer Service channels of Metro, the main public transport network in the Community of Madrid. The study even identified the differences in the expenses of interaction through digital and face-to-face channels, as well as the customers' preferences of use.
Experience Strategy
Metro Madrid: Multi-channel Strategy Diagnosis
We mapped the Customer Journey Map Deprisa's customers, South America's leading leisure travel issuer. We redesigned critical customer interactions and defined a new Voice of Customer model involving employees, generating up to 32 initiatives and 152 activities within one year.
Deprisa Colombia: Implementation of Journey Map and VoC Model
We helped LATAM to identify the different archetypes and purchasing behaviors of customers who prefer to buy air tickets through the indirect channels of the Chilean airline. Analyzing the main factors of purchase, satisfaction and effort, to implement proposals for improvement in the direct channel.
LATAM: Indirect Selling Customer
We drove a study on the B2B customer perception of Turbus, a Chilean intercity passenger transport company, by developing a Customer Experience project. We were able to identify relevant gaps and improvement triggers to generate concrete actions with a direct impact on the transformation of their experience.
Turbus: Customer Journey B2B
We analyzed the role of the three types of Pfizer medical laboratory partners to identify keys in order to improving prescription model relationships. We found key challenges in the improvement of the Experience such as the creation of new triggers of emotional bonding and greater engagement with medical directors and managers.
Pfizer: Customer Experience Hospitals Diagnosis
We designed the complete Global EMF transformation methodology for Farmacorp, the largest pharmaceutical group in Bolivia. The research had a scope of more than 710 clients and 450 collaborators. We defined the experience based on the six key interactions with the greatest impact on the transformation in a tangible way.
Farmacorp: Experience Transformation
We thoroughly analyzed the Customer Service model of Redsalud, the private health network with the largest coverage in Chile. Thanks to the analysis, we established different contact flows that were desirable for the customer, through Blueprints and fact sheets that were the basis for the redesign of the new Call Centre model.
Redsalud: Contact Center Model Diagnosis
We redesigned the key phone interactions of Emi, a health insurance company, in collaboration with its strategic team. We drove a new model of phone and chat experience with 20 doctors/paramedics. The result was a 4.1% of increasement in NPS, a 7.2% in INS and a 4.3% of decrease in CES.
Emi Colombia: Experience Center Design
We carried out a 4-day Design Sprint with Quirónsalud and Helios, the largest Spanish-German healthcare group in Europe, where we redesigned the experience during maternity leave and 30 key learning workshops for the implementation of improvements, innovation systems and good practices.
Helios: The Maternity Care Journey
Softland is the leader in business software solutions in Latin America, for which we carried out a 3D Experience, in which we managed to involve more than 25 customers and collaborators, in order to identify the potential impact of the experience on the company's business results.
Experience Strategy
Softland Chile: Experience 3D
Sage, provider of software solutions for companies worldwide, achieved an 11% of growth in the annual customer renewal rate thanks to the Innovation and Experience Transformation project, in which we built a profitable and efficient relationship model that was the main focus of the business strategy.
SAGE Spain: Innovation and Experience Transformation
By studying the customer experience of Sodexo's luncheon vouchers, we were able to understand the real needs of both customers and staff. This has been reflected in the financial results thanks to an almost 20% of increase in purchase intention by developers.
Sodexo: Customer Experience Diagnosis
We helped Daba, Nespresso's exclusive distributor in Spain, in the diagnosis of the experience of its more than 100 boutiques as B2B clients, in order to identify critical actions in future decision making, as well as to evaluate the impact of experience management on business results.
Daba Spain: Diagnosis and Customer Experience Management
In Esenttia, leader in the Colombian petrochemical sector, we carried out a diagnosis and redesigned the value proposal. We were able to identify the differences between the client's needs and align them with the brand promise. We implemented a plan to integrate employees, customers and suppliers into a new business culture.
Experience Strategy
Esenttia Colombia: Value Proposition Monitoring
We helped ENAP Chile, in the fuel refining and sales business line, to raise awareness, inspire and align the whole organization to the Culture of Experience. We carried out an organizational training program on Customer Experience tools and methodologies with more than 190 employees of the company.
ENAP Chile: Culture of Experience
In Argos Panama, the first cement company in the country, with more than 70 years of experience, we made a diagnosis of the state of maturity in the Customer Experience, we redesigned the critical interactions in the industrial relations with customers, through a 3D Experience and a 5-phase implementation roadmap.
Argos Panamá: CEM maturity assessment
Hinojosa Packaging Xàtiva is the Spanish reference factory of containers and packaging with more mature trajectory in previous Customer Experience projects. Thanks to Emotional Interaction Design we were able to generate improvements in the Blueprint to transform the experience and align it with the business strategy.
Experience Strategy
Hinojosa Packaging Xàtiva: Emotional Interaction Design
We implemented the Culture of Experience in Cuprum AFP, a Chilean company with more than 35 years of experience in the large copper mining sector. We diagnosed the behaviors and expectations for up to 5 client archetypes, to identify what actions to take with each one and thus achieve a true transformation of the experience.
Cuprum AFP Chile: Experience Culture
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