Customer Experience
Voice of Customer Program
We design comprehensive VoC (Voice of Customer) programs that allow you to collect, analyze, and activate your customers' opinions at key moments of their experience.
How we create value
We identify the strategic touchpoints, define the optimal channels for collecting feedback and establish a governance model that ensures the actionability of the insights.Our approach guarantees a
holistic, continuous, and cross-functional view of the customer experience, aligned with business objectives and ready to evolve with market needs. de la experiencia del cliente, alineada con los objetivos de negocio y preparada para evolucionar con las necesidades del mercado.
Expertise areas
Success cases
Viajes El Corte Inglés
Building a strong relationship with the consumer and listening to what they have to say is essential in the post-digital era. What has been their experience at each touchpoint? What are their preferences? Only with this information can the brand react in time to optimize and personalize the user experience. For Viajes El Corte Inglés, the challenge was to find a platform that would allow them to understand and predict customer behavior, and Medallia was the answer.
Holaluz
Holaluz is a green energy technology company that was founded in 2010 with the purpose of creating a planet powered by renewable energies. A purpose that the company activates by connecting people to green energy. After almost a decade leading the energy transition in Spain, the company needed to embark on a journey of self-discovery to better understand their customers and increase their loyalty in the early stages of the relationship. To achieve this, we accompanied them in the analysis of their Customer Journey, to define the ideal Customer Journey.Additionally, we turned all our discoveries into an actionable roadmap, providing real and well-founded decision criteria and accompanying Holaluz in the analysis and subsequent implementation of the actions.
Wallbox
Wallbox is one of the global leaders in smart electric vehicle charging and energy management. Aware of the importance of focusing on customer experience, they entrusted us with the migration of their voice of the customer program to improve the quality of their products and their commercial and customer service, relying on our expertise as Medallia Partners.
More services in Customer Experience
Strategic CX Consultancy
Our approach turns CX into a lever for growth and differentiation, positioning your brand as a leader in the evolution of customer experience, not just a follower of trends.
Continuous Monitoring and Feedback
We implement advanced systems for active listening and continuous real-time customer feedback, allowing us to identify emerging needs and make agile data-driven adjustments.
Qualitative and Quantitative Research
We combine qualitative and quantitative methodologies with a customer-centered innovation approach to obtain deep and actionable insights.
Buyer Persona and Customer Journey
We create detailed profiles and design the ideal customer journey, identifying friction points and opportunities at each interaction.
Conversion Rate Optimization (CRO)
We improve the conversion of your digital assets with continuous experimentation.
CX Training for Internal Teams
We offer practical and specialized training in customer experience, standing out as active consultants with up-to-date market experience.