One of the main challenges of the companies nowadays, towards Customer Experience, is being able to measure and analyze this experience. Traditional measurement models and quality tools are not adapted for this purpose, and therefore they require new ways of performing the listening process, in order to generate the information the company is searching for.
Companies are increasingly interested in a kind of monitoring which is more focused on the customer experience and not with its processes. They need this information, obtained with this tool, to be aligned with their surveys and satisfaction indicators.
Experience Monitoring is an innovative methodology only developed by IZO, as a leading expert in Customer Experience and monitoring in Spain and Latin America.
In the experience monitoring we design the standard of assessment from a specific analysis of the voice of the customer, which allows us to map the emotions and key moments of truth in the interaction with a customer.
The interactions’ selection process and listening and evaluating of them is specifically designed to focus on higher-value interactions and their impact on Customer Experience, generating specific insights to innovate and transform it. You cannot achieve this by listening to traditional methods.
Additionally, we complement the interactions’ analysis with customer interviews to verify mapped emotions.