Insights de nuestros expertos

Durante años, las empresas han invertido grandes esfuerzos en escuchar. Han multiplicado los puntos de contacto, diseñado encuestas específicas para cada momento del Journey, integrado plataformas para recoger feedback en tiempo real y creado cuadros de mando que permiten seguir el pulso de la experiencia al detalle.

Izo, the leading customer experience firm in Ibero-America, is proud to reveal the winners of the prestigious BCX 2024 Seals. These annual awards recognize companies that have achieved excellence in customer experience in various sectors and countries in the region.

The internationalization of a company is a process in which an organization extends its operations and presence beyond its local market, expanding to foreign markets. It is a strategic response to globalization and the increasing interconnection of markets.

Explore key strategies for measuring and increasing your ROI using XM metrics in your company's customer and employee experience

Discover the essence of Customer Service and Customer Care, their impact on customer loyalty and how to adopt them to improve your business

An empathy map is a business tool that improves the understanding of your company at unique levels. Learn how to design it

Artificial intelligence (AI) is applied to Qualtrics EX in several ways to improve the employee experience throughout their Journey, and to provide organizations with valuable information for decision-making.

Discover how to optimize the phases of the Customer Journey to improve the experience of your customers and turn them into promoters of your brand

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In 2024, we have been recognized as Qualtrics Platinum Partners, the highest level of alliance within the Qualtrics Partners Network

Discover how leading companies such as Google and Sanitas promote work motivation and its positive effects on business results

The franchise model can be the perfect way to grow your business. At Izo we offer a solid and flexible platform for you to take your project to the next level, just as we have been developing it for the last 20 years

El Customer Journey es solo el inicio: actúa, transforma la experiencia y fideliza a tus clientes con decisiones estratégicas y metodologías ágiles.

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Optimize your company with work environment surveys. But don't stop there, because the ultimate goal is to improve your organizational culture

Effective communication is key to building customer loyalty: personalization, agile resolution and memorable experiences build lasting relationships.

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Classify your employees as promoters, passives or detractors, with the eNPS metric. Measure and improve staff loyalty today

Learn how to improve the employee experience with effective EX strategies. Learn to design tactics that benefit employees and customers

Learn about the employee journey and its advantages to create a positive work environment and increase your company's profitability. Get informed!

The flight of talent and the high turnover rates of qualified professionals continue to be major challenges to face. Implementing a crossboarding project in the company will allow employees to feel happier and more committed, thus improving their sense of belonging and, with it, their desire to contribute and “not stray”

Learn how to turn your work team into your best brand ambassadors, improving your Employee Experience in a short time

Learn about the employee experience and how it can transform your company by increasing employee satisfaction and loyalty. Find out here!

Learn what NPS is and how this metric can help you measure customer loyalty. Practical formulas and applications for your company

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Learn what Customer Lifetime Value (CLTV) is and its importance for customer loyalty. Discover how to calculate this key metric and effective strategies to improve CLTV, ensuring more loyal customers and an increase in your company's profits.

Learn how excellent customer service is key to business success. This article explores the metric of First Contact Resolution (FCR), how it is calculated and strategies to improve it, highlighting its impact on customer satisfaction and business retention.

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Discover how an effective Employee Value Proposition (EVP) goes beyond salary to attract, retain and motivate talent. Learn to design a comprehensive, competitive and authentic EVP that connects with the true culture of your company and the needs of your employees. Improve job satisfaction and commitment with strategies that strengthen your brand and reputation.

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Learn how investing in customer experience can increase satisfaction, reduce operating costs and improve financial results. Learn from case studies and strategies to optimize return on investment in customer service and employee experience. Improve customer loyalty and optimize resources with our practical recommendations.

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Manage the customer-centric Employee Experience to successfully transform your organization

Elevate your business with the Customer Experience Framework. Learn effective strategies to optimize your consumers' experience

Discover the Customer Journey: An essential map for business success that shows customer interaction with your company

The key to our internalization has always been to trust the knowledge that each local partner has in their market. That's why Izo's Business Partners are carefully selected following these specific criteria.

Learn the crucial role of the CX Analyst and the CX Manager in improving the customer-company relationship and its impact on your business

Discover how to integrate Customer Experience into your business strategy with the Izo CEM Assessment. Assess your company's degree of maturity and develop a clear and effective action plan to improve customer experience management in a cross-cutting and coherent way. Learn about the key stages, levels and steps of the CEM Assessment to transform your organization and achieve an optimal level of maturity in Customer Experience management.

Discover what customer experience is and how to manage it effectively, to improve the profitability of your business, regardless of your sector

Learn to connect customer experience (CX) with employee experience (EX) and discover how this synergy can improve customer satisfaction, talent retention and business productivity. It explores effective strategies for fostering an empathetic business culture, exemplary leadership, employee empowerment and motivation, driving a memorable experience for both customers and employees.

Find out how a process of Onboarding well-structured can improve the employee experience from day one. Learn key strategies for receiving and adapting to new contributors, both in face-to-face and virtual environments, ensuring their long-term integration and commitment. Improve your strategy of employee onboarding and transforms the arrival of new talent into a experience exceptional.

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Explore the relationship between brand reputation and promise to your customers. Learn key strategies for improving perception and loyalty.

Discover what customer experience is and how to manage it effectively, to improve the profitability of your business, regardless of your sector

In recent times we are witnessing events that, for better or worse, are considered “historic” and represent a paradigm shift in the way of thinking of a large number of people. The new mental model that the pandemic has brought to the table has now been confirmed by the fear of a third World War, a rise in gas and gas prices, and other problems that the news only brings to light.

Just as when it comes to informing ourselves, we no longer stick to traditional information channels, but instead turn to other alternative sources of our liking (blogs, wikis, social networks, etc.), customers are no longer willing to accept one or two customer service channels. The number of communication channels is skyrocketing and the interactions between the user and the organization must be adjusted to the way in which the user feels most comfortable, depending on the subject in question and at the given time.

We could say that the sense of humor, It is the least common of all the senses inside an office of a large corporation. The atmosphere of most of them always invites that typical serious and boring professionalism. The word “efficiency” has become the mantra of all companies today. However, Efficiency is not synonymous with effectiveness. The question is: why has it come to this?

Customer Acquisition Cost is one of the most important indicators a company can use to measure its effectiveness in acquiring new customers. The CAC refers to the cost that a company must pay to acquire a new customer.

Managing the engagement of the people who work in our organization is undoubtedly the main challenge we face as HR managers in order to attract and retain the best talent. Successfully overcoming this challenge will not only help us improve economic results, but it will also help to position our company as a truly attractive place to work, serving as a challenge for those candidates we want to incorporate (the best;).

Having a good brand value can mean the difference between a business lasting over time or simply falling into oblivion.

A methodology that changes the way we view and manage human talent in organizations and that we want to recommend so that you can generate a positive memory of your company, is the Employee Experience or also called Employee Experience or Employee Experience.

La cultura empresarial se ha vuelto la protagonista de muchas historias ganadoras en las organizaciones como ya los dice Peter Drucker: "la cultura se come a la estrategia". Estas palabras deben generar eco y recordación en todos los que trabajamos en recursos humanos.

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Cuando hablamos de equipos de trabajo a menudo sale la palabra “líder” como una figura esencial para llevar a lo más alto a todo el grupo. Pero, ¿qué es para nosotros un líder? Seguramente te habrán venido a la cabeza algunos nombres: Gandhi, Steve Jobs, Nelson Mandela, quizás algún político, quizás algún entrenador de fútbol o quizás alguien de tu familia. Sin embargo, el concepto de líder cuesta, en ocasiones, relacionarlo con el concepto de “jefe”.

In the competitive world of entertainment, Netflix has become a global technological giant that revolutionized the way we consume movies and series.

There are many types of blindness: some are physical, but many others have to do with the inability of human beings to see things that are in front of our eyes. The reason why this happens has to do with the behavior of our brain, which, as an organ, seeks to save energy and establishes immediate associations that, although they can be energy efficient, sometimes cause us quite a few problems.

Behavior analysis is the study of consumer learning and behavior, ranging from understanding consumer motivations to evaluating Customer Journey, including understanding why consumers may or may not buy the brand's products or services they want. This analysis can identify opportunities and problem areas, offering brands a wealth of highly relevant information.

There's a big difference between a returning customer and a loyal customer. The main one of them is that the frequent clientele is those who buy at a store or a brand many times, while loyalty occurs when people are willing to refuse a better product or a cheaper price to continue with the same brand.

“You are the most important thing”. You've heard and read this phrase hundreds of times in conventional advertising, right? However, the reality is that the customer doesn't seem to be the most important thing today. If that were the case, we would have more enriching experiences with a high degree of personalization. As well as Spotify, Disney or Amazon have managed to personalize the experience with great success thanks to the Aarchetypes, in many other companies this seems to be a pending issue.

As Dr. Karl Albercht says, it is”The moment of truth is a situation in which the customer gets in touch with any aspect of the organization and gets an impression about the quality of the service.”. This is enough to broadly understand this concept, but we have to go much further.

An organization's success goes beyond traditional operational data. To truly understand people's experience and improve it, it's essential to combine different types of information data (O-Data and X-Data) to build a model that allows us to make better business decisions.

Although many companies define Management 3.0 as a management methodology, method or framework, the truth is that it is more of a current of thought, which sometimes transcends even the organization's own philosophy and culture.

If your company is dedicated to the sale of services, it is important that you know the Concept of business verticals. Why is it so important to apply it in your company? Because it directly affects your business results and proposing a good vertical strategy can mean big changes in your turnover.

If, like me, you have wondered what the “line” that is spoken of when creating strategies refers to. This article will give you an alternative to start orienting all your actions towards the real reason for being of your business: the customer.

There are numerous tools for working with and managing the customer experience, but if we have to say which one is the most important, personally, I think that the Customer Journey because of its ability to empathize and understand what customers experience, in addition, more and more, it is being used to manage and transform different interactions.

Changes in consumer buying behavior combined with increased competition and digital development have highlighted the need to adapt to the current reality of the market. In this way, the so-called Brand Experience.

Do you remember the last time you went to the concert of your favorite artist? The last time you ate at the best restaurant in town? The last great trip you took? Of those experiences and others that have been the ones you remember the most, what do you remember best? , the smallest details of those places? or how did you live those experiences and the anecdotes that became memorable stories? , and at that time were you alone or with someone else? You probably had a shared experience.

Corporate culture It's the company's way of being. The result of defined policies, standards and procedures. The intangibles of the company, the elements that define it, are managed, so it affects all aspects of the company, from the positioning of the brand in the market to the satisfaction of employees in the production lines.

We will never tire of stressing the importance of listening to customers to understand them and give them the best experience. Without a doubt, it is something basic that any company that aspires to be successful must have among its obsessions, listening to the customer.

With regard to the great discussion that has arisen over the decision to leave UBER from the country due to a legal resolution, I want to state what, from my point of view, is the real reason why this type of transport platform was created.

When we talk about customer experience, it is inevitable to talk about customer satisfaction, and it is undoubtedly one of the measures that we must take into account when piloting the experience in our companies. Hence the importance of knowing the concept of CSAT or Satisfaction Index.

The biggest asset a company has are its customers. All business strategies must revolve around them to meet their needs in the most efficient way possible. And that alone is no longer enough, we must try to surprise them with new and better experiences. That's where the importance of knowing all the points of interaction that our customers have with our brand comes in, or in other words, the Customer Journey.

We know that managing a Customer Relationship Center (CRC) is becoming more complex every day. Companies must satisfy customers who are increasingly informed, more demanding and with greater decision-making power, who use different channels to interact with the company.

Are you a sinner or a sinner. It's not a question, it's a statement. We all are or have been at a business level at some point in our lives. But don't worry if you feel identified with one, since for each and every one of them we have proposed a solution to prevent you from falling into temptation.

El SWOT analysis or also known as SWOT analysis, is a tool for analyzing the situation of a company, observing its internal characteristics (Weaknesses and Strengths) and its external situation (Threats and Opportunities). In essence, it serves to know the real situation in which a company finds itself, in order to make future strategic decisions. It has a certain relationship with the PESTEL Analysis, so it's also interstellar to know it.

The Analysis PESTEL It is one of the best-known tools together with the SWOT analysis, to carry out a macroeconomic and strategic analysis of a company's situation.

In today's digital age, ethical design has become a crucial branch of applied ethics. The term “design” is not simply limited to visual or aesthetic creation, but rather extends to the design of products, services and digital experiences as a whole. The primary objective of ethical design is to take into consideration the possible impact that these creations may have in the context in which they are used, both for direct users and for the people who interact with those users.

A buyer persona or archetype It's a virtual projection about what our potential customer would be like to adapt our strategy to your needs. To create this virtual prototype of our client or potential client, it is necessary to know as much information as possible about that person: behavior, age, motivations, needs, hobbies, etc.

You've probably heard this terminology before minimum viable product or MVP by its acronym in English. But before we dive into the bowels of this concept, let's analyze where it comes from.

We are currently beginning to become aware of the importance of having measurement indicators that guide us during the employee's journey and in the employee's relational experience with the organization. Based on this, the eNPS or Employee Net Promoter Score.

They exist more than 30 different types of psychological biases What condition the behavior and decisions of the human being. Below we will explain with examples the most relevant of them all.

When we talk about the customer experience in a hotel, we do so in a context marked by a sector that is constantly growing and which is registering higher levels of competitiveness every day. A sector for which every day, as customers, we have greater expectations and that new technologies are redefining.

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A strong base of loyal customers is the best lifesaver for a company's long-term financial health. For that reason, we must know where we are. Do my customers recommend my product or service? The answer is in the indicator NPS (Net Promoter Score).

If you are looking to know what the trends are in terms of business culture, you are in the right place. Next, I'm going to give you a tour of some cases that I think are very interesting and in my opinion are one of the great examples of how to approach a culture that generates engagement with employees.

One of the key aspects of customer voice models is to be able to act with guarantees on Feedback received. To this end, we recommend adopting the Close-the-Loop, standard protocol that works in two planes:

The Focus Group is a qualitative study technique of the opinions or attitudes of a specially selected audience regarding different elements of a product or service. As an introductory note, it can be said that the main objective of this activity is to know first-hand and analyze the different elements that impact the experience that a segment of customers lives. It can also be applied to testing product prototypes, brands, slogans and even containers or packaging.

Managing the customer experience is becoming increasingly complex in such a competitive market. Working to align the emotions of your customers with your company's strategy involves a part of science and another part of art that you need to manage and work on an ongoing basis. In order to work on this, we will be sharing during this article about the science or methodology of how the touchpoints of Customer Journey they can help you do this.

A workshop is a specific and strategic co-creative workshop. In other words, it is a planned activity through which one or more facilitators they work together with the attendees on a particular topic.

Job Shadowing is an activity by which an individual in an organization has the opportunity to work alongside another collaborator from a different area in their daily tasks. The terminology of this technique comes from private detectives and means “shadow work”, so observational learning plays a major role here.

We live in a time of constant change and uncertainty, where it is difficult to predict what will happen tomorrow. To this we must add an increasingly complex landscape, where differentiating between companies is increasingly difficult.

The empathy map is a visual thinking tool used to understand customer needs. This tool provides us with greater clarity to work on the objectives or challenges of projects focused on having the customer at the center.

While various researches in the Anglo-Saxon market have been carrying out studies on customer experience in their markets for years, in Ibero-America we have so far lacked a reliable index to determine the ranking of experience that companies are generating in our consumers.

We are surrounded by Anglicisms and terms that are emerging, more and more quickly. Before we break down the differences, let's go into detail about the definition we could give to each of them.

We know that Millennials will be critical to our businesses in the next decade, but... How can we surprise them? What makes them significantly different from other generations?

The AHT (Average Handle Time or Average Handling Time) is a indicator that helps us understand the average time of interactions between the customer and a contact center.

It is common for this indicator to be known as TMO, the Spanish acronym of Average Operating Time. It should be noted that, although AHT is generally used for incoming or outgoing calls, the concept is also applied to video call, chat, WhatsApp, etc.

Los Quick Wins or “quick wins” are a professional tool for achieving results quickly and with generally low investment within a company. This phenomenon acquires its greatest relevance within corporate projects, where with relatively low resources, you get a very powerful return on investment.

As we mentioned in the previous post”Differences between Customer Experience and Customer Service”, we are surrounded by Anglicisms that emerge quickly, just as new disciplines emerge. It is true that, if we talk about the terms Customer Service and Customer Care, they sound similar, so let's start with the definition of each one.

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Before delving into the uses and potential of the Blueprint in an organization, let's start by explaining what this service consists of.

En el mundo de la psicología se estudian dos fenómenos que afectan sobre nuestra capacidad cognitiva para seleccionar y procesar información relevante, y que están íntimamente ligados con nuestra capacidad para retener la información que nos llega: Los efectos de Primacía y de Recencia.

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