VIVA, a leading telecommunications operator in Bolivia and part of the country's largest companies with more than 20 years of history, embarked on a Customer Experience Maturity Assessment (CEM) project in collaboration with Izo.

The main objective of the project was to evaluate and improve the maturity of the customer experience at VIVA, identifying areas of opportunity and establishing a clear path to excellence in customer experience.

In collaboration with Izo, VIVA carried out a comprehensive analysis of its current EMC status in all areas of the organization. The processes, systems, organizational culture and customer experience strategies were evaluated at each stage of the journey.

As a result of the project, VIVA was able to identify key areas for improvement and opportunities for growth in its customer experience approach. One of the most significant milestones was the creation of an exclusive Customer Experience department within the organization, which became the most relevant in the entire company.

This new department allowed VIVA to dedicate specific and strategic resources to continuously improve the customer experience at all touchpoints, from service acquisition to customer service and problem resolution.

Thanks to the CEM Maturity Assessment with Izo, VIVA was able not only to better understand the needs and expectations of its customers, but also to implement concrete actions to meet and exceed them. This not only improved customer perception of the brand, but also strengthened VIVA's competitive position in the telecommunications market in Bolivia.

‍