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Transform internal relationships
and external since the analysis of
interactions
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Transforming the Experience from the analysis of interactions
It is necessary to objectively evaluate the way in which the company delivers the experience at the touch points and to contrast this reality against our standards.
Interaction Intelligence is a solution that combines analytical, consultative and technological capabilities to bring information about what happens in contact with customers and to make decisions for the redesign and transformation of the relationship with the customer.
Optimize every interaction and take your service to the next level with Interaction Intelligence!
From initial capture to information distribution, our Interaction Intelligence solution offers a comprehensive approach to optimizing and transforming the customer experience at every stage of the process.
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It covers the analytics roadmap from a single solution: Interaction Intelligence.
We work on three phases of the evolution of the Customer Experience.
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Alignment Workshop
We immerse your team in Customer Experience concepts, objectives and methodologies. Through interactive dynamics, we build a solid foundation for the shared understanding and strategic alignment of the organization's key stakeholders, establishing the foundations for an exceptional experience.
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Customer Experience Assessment
With the internal analysis of Organizational Practices, we thoroughly evaluate your current approach to Customer Experience management. We identify strengths, areas for improvement and key opportunities, providing a clear and personalized vision to inform the strategic evolution of Experience Management.
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Archetypes
We identify archetypes through a customer research process. These profiles are built through a deep understanding of customer expectations, behaviors and motivations, allowing for strategic and authentic personalization of interactions to meet the diverse needs of each group.
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Customer Journey
Our methodology for developing the Customer Journey reveals the current and desired experience. We detect crucial moments of truth and pain in the customer-brand relationship, drawing a strategic map that optimizes every interaction along the customer journey.
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Voice of the Customer
We design and execute a strategic program that measures crucial moments of customer interaction in real time. With personalized questionnaires and advanced analytics, we gain immediate insights to drive agile decisions and continuous improvements, transforming the voice of the customer into meaningful actions.
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CX Vision
With the Determination of the Relationship Model, we define the future vision of the relationship with your customers. This crucial step sets the tone and values that will guide the design and delivery of memorable and authentic experiences. It also provides a practical and applicable roadmap for translating that vision into tangible, emotionally resonant experiences for your customers, thus boosting brand loyalty and preference.
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Emotional Design
Through Service Design Methodologies, we co-create key moments. We involve collaborators and clients in the creative process to ensure experiences that not only satisfy, but also surprise. Every touchpoint is refined and translated into exceptional experiences, setting high standards for customer satisfaction.
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Experience Guide
We compiled a master document that outlines in a clear and detailed way the essence of the relationship with your customers. This guide becomes an essential reference, providing specific guidelines that ensure consistency and excellence at every point of contact. It's a vital resource that guides your team toward consistently delivering exceptional experiences, aligned with your brand values and objectives.
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Awareness and CX Culture
We accompany the change of mindset through a Training Plan, and we increase competence in delivering the new Experience. We inspire your team to adopt a customer-centric mindset, empowering them to deliver experiences that leave their mark. We facilitate a smooth transition to an organizational culture rooted in excellence in customer experience.
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XM Governance
We establish the Leadership Model in Customer Experience Management in your organization, developing and deploying transformation plans. We ensure that experience management is an integral component of business strategy.
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Agile CX Transformation
Through a specialized team, we promote an Agile Customer Experience Transformation in your organization. We understand, design and implement adjustments and create new experiences. This dynamic approach ensures quick responses to changing customer expectations, guiding your organization toward continuous excellence.
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Experience Economics
We model Economic Impact based on experience. Through metrics and analysis, we demonstrate how an exceptional experience directly contributes to the financial health and sustainable growth of your organization.
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We design monitoring programs that analyze processes, services and protocols to evaluate the experience. We carry out remote and face-to-face monitoring, carrying out the necessary fieldwork for evaluation, training and constant evolution.
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We optimize each channel by designing and implementing customer relationship models. We address strategic, operational and technological needs. We provide effective and strategic answers to ensure an experience aligned with customer expectations.
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We redesign key interactions based on the Blueprint, defining internal operations to materialize the new customer experience. We create authentic and meaningful experiences that connect emotionally with customers, creating a lasting impression.
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We capture unstructured customer feedback across all channels, connecting it with Voice of Customer (VoC) and Monitoring information. We deploy these insights strategically across the organization to optimize the customer experience. The connection between feedback and structured data drives informed decisions and effective action.
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We analyze customer digital interactions on an ongoing basis, obtaining valuable insights that drive the design of improvements in the digital experience. We use these insights to proactively activate improvements that optimize the digital experience and ensure alignment with customer expectations.
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Our specialized team works on understanding, designing and implementing adjustments and new experiences in the digital relationship with customers. We guarantee an agile transformation, ensuring adaptability and continuous improvement in the customer experience.
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+1000 customers They trust us
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Successfully incorporating Interaction Intelligence into an organization requires considering several key factors.
Can we help you achieve this?
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Comprehensive Understanding
Having a deep understanding of internal processes and the customer experience is critical. The organization must be willing to analyze all relevant interactions to get a complete picture.
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Culture of Continuous Improvement
The organization must be open to receiving feedback, analyzing data and being committed to implementing significant changes based on the insights gained.
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Cross-cutting Collaboration
Collaboration between different areas of the organization is crucial. The implementation of Interaction Intelligence often affects multiple departments, so effective collaboration and a shared understanding of objectives are essential.
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Enabling Technology
Having advanced technology that facilitates the capture, analysis and visualization of data is essential. Investing in Interaction Intelligence tools allows for effective implementation and monitoring of results.
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Omnichannel Approach
The organization must recognize the importance of offering a consistent and fluid experience across all channels, from digital to face-to-face, to ensure a comprehensive view of the customer experience.
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Carlos Molina
VP Sales & Digital
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Izo has a team of people with high technical knowledge and a high capacity for relationships. It has deliverables that are of high quality and that are undoubtedly a contribution to the management of the Customer Experience.
That it is a service-oriented company that adapts to the needs of its customers quickly and efficiently.
I highlight the ability to adapt, professionalism, experience and above all closeness.
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