Customer Experience (CX)

Understand your customers' needs, expectations, and emotions to design interactions that foster satisfaction, loyalty, and stronger relationships. From collecting and analyzing feedback to developing strategies, ensure a consistent experience aligned with your business objectives. To achieve this, we assist our clients in implementing Qualtrics EFM software.

Components of a CX Program with Qualtrics
Flexibility
It allows organizations to adapt to their specific needs, offering customized and scalable solutions to efficiently manage customer experience.
Modularity
Offers customizable and scalable solutions tailored to the specific needs of the company, integrating only the required modules, to which components and tools can be added to experience and implementation projects.
Omnichannel
Facilitate customer interaction across multiple channels, unifying data and ensuring a consistent experience at every touchpoint.
Process Automation
Optimize operations by automating routine tasks, reducing time and human effort, and improving efficiency.
Integration with Multiple Data Sources
It allows for the combination and exchange of information across various platforms and systems, providing a complete and coherent view of the customer experience.
Real-Time Analytics and Management
Monitor and respond to customer experiences, reacting promptly to potential issues or opportunities.

Use Cases
Branch
Evaluate the customer experience in physical or virtual branches after a visit, identifying areas for improvement in customer service, waiting times, or facilities, to optimize in-person service.
Digital
Track customer's satisfaction in specific interactions on the website, such as purchases or bookings, to identify friction points and enhance the digital experience.
Relational
Analyze customers' overall perceptions of brand loyalty using metrics such as NPS (Net Promoter Score), providing valuable insights to strengthen customer fidelity and enhance the experience strategy.
Close the Loop
Effectively manage and resolve incidents reported by customers, ensuring timely follow-up and satisfactory resolution of each case.
Call Center
Analyze customer phone interactions, measuring key metrics such as first-contact resolution and satisfaction, to improve service quality and operational efficiency.
Onboarding and Churn
Measure satisfaction during onboarding or churn processes, to optimize the customer's initial and final experience, improving retention and reputation.
Alerts
Set up real-time push notifications for critical events, such as negative feedback, to enable immediate responses and prevent potential customer satisfaction issues.
Holistic Analysis
Combine experience data with internal business metrics to generate integrated reports that provide strategic insights, facilitating informed decision making and optimizing business results.