CAPABILITY
Customer Experience
In recent times, Customer Experience has become a recurring theme and a priority of many organizations. Understanding customer needs, minimizing friction and creating an excellent experience at all points of contact have become key success factors for companies looking to differentiate themselves. The big challenge is how to adapt to the Customer Era and find the best way to transform the organization by placing the customer at the center of the business strategy.
Visagio implements projects focused on Customer Experience through a model that combines the excellence of the customer experience with increased revenue and cost efficiency. Our approach ranges from designing the client’s journey, implementing research, analyzing data and the root cause machine of the offending motives, to structuring a governance to act on continuous improvement and supporting the dissemination of the internal culture of centrality on the customer within the organization.
Results achieved by our clients
Up to 40%
improvement in the satisfaction of client's journeys
50%
customer churn reduction through Customer Experience improvements
35%
average reduction in the human contact rate
10%-15%
reduction of the serving costs
Transform your organization through an efficient and sustainable Customer Experience model, effectively impacting your customer's satisfaction and reflecting on better financial results for your company
Survey and Indicators Structuring
Governance Model and Root Cause & Insights Machine
Excellence in Customer Service
Customer Analytics
Customer Success
Related Insights
Knowledge management in geographically dispersed teams
Many companies have been adopting flexible working models in their routine, for a number of reasons. Some of them, according to a study published by Technovation, are related to...
Don’t let them go! Using machine learning as the key to retain customers
Have you ever imagined losing your customers? Knowing you are about to lose them, can you tailor your approaches to retain them? A few years ago, this seemed like an impractical task...
Costs vs. Quality: The challenge of cutting expenses without impacting service quality for customers
Direct costs, which are associated with companies’ core business, are always under the spotlight. They are highly controlled and constantly reviewed, since they directy...