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UNDERSTANDING MOMENTS
TO CREATE EXPERIENCES
FOCUSED ON CUSTOMER-CENTRIC PROCESSES,
DRIVING BUSINESSES TOWARDS SUSTAINABLE GROWTH.
PROCESS DIAGNOSIS
INMERSE YOURSELF IN A WORLD WHERE INNOVATION
AND STRATEGY MERGE TO DESIGN EXPERIENCES THAT TRANSCEND EXPECTATIONS.
UNIQUE CX METHODOLOGIES
WE ARE HERE TO TRANSFORM EVERY INTERACTION
INTO A MEANINGFUL CONNECTION.
RECOMMENDED
CX INSIGHTS
1 Why do an onboarding process before implementing a software?
2 DIMAC and Six Sigma tools to drive continuous improvement
3 Team Collaboration: Integrating CRM into Your Company
4 Data, Sales, and Technology: Empowering Commercial Teams
WHO WE ARE
At ICX, we're revolutionizing the way businesses engage with their clients by
specializing in the Transformation of the Customer Experience.
We firmly believe that the essence of business success lies in understanding and
enhancing every need and perspective of all clients, whether external or
internal.
We firmly believe that the essence of business success lies in understanding and
enhancing every need and perspective of all clients, whether external or
internal.
CUSTOMER-CENTRIC
CONSULTING SERVICES
It is crucial in any improvement project, vital for satisfying both external and
internal clients. This dual focus ensures successful outcomes, fostering a
culture of excellence and innovation. Customer Experience is essential not only
for external customers but also for internal stakeholders, ensuring services
that exceed expectations and engaged teams.
This comprehensive approach drives innovation and guarantees success, serving as
a pillar for growth and a sustainable competitive advantage.
YOUR BUSINESS, YOUR NEEDS: EXPLORE PERSONALIZED INSIGHTS
Answer two questions to find customized CX insight, select your industry and
your department.
1. What is your Industry? Question 1 of 2
Retail Telecommunications Financial Services Food & Beverage Manufacturing
Hospitality
Customer Experience Management Marketing Sales Service Operations Technology
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HOW TO SELL MORE THROUGH MY ECOMMERCE?
THROUGHOUT THIS BLOG, WE COLLECT THE MAIN TASKS THAT NEED TO BE EXECUTED OVER
AND OVER AGAIN EACH TIME WE MUST CREATE A NEW ECOMMERCE PROJECT OR ADVISE A
CLIENT WITH THEIR EXISTING PLATFORM...
WHAT IS A CRM AND WHAT IS IT FOR?
A CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEM HELPS COMPANIES COMPREHENSIVELY
MANAGE CUSTOMER RELATIONSHIPS AND CUSTOMER DATA, USUALLY GUIDED BY 3 MAJOR
BUSINESS PROCESSES...
ONLINE PERSONALIZATION AND ITS IMPACT ON SALES AUTOMATION
AS MORE COMPANIES MOVE TOWARDS E-COMMERCE AND DIGITAL PLATFORMS, PERSONALIZATION
HAS BECOME A KEY ASPECT OF THEIR SALES AUTOMATION EFFORTS.
ECOMMERCE: A GUIDE TO DOING BUSINESS ONLINE
THE NEED TO IMPLEMENT ECOMMERCE SOLUTIONS THAT ALLOW YOUR CUSTOMERS TO PLACE
ORDERS, INQUIRIES, SUPPORT, AND ONLINE PAYMENTS, IS BECOMING INCREASINGLY
APPARENT TO MANY COMPANIES...
6 STEPS THAT BRING YOUR BUSINESS CLOSER TO DIGITAL TRANSFORMATION
TODAY, DIGITAL TECHNOLOGIES HAVE EVOLVED TO INCLUDE MULTIPLE TRANSACTIONS AND
DIGITAL INTEGRATIONS TO THEIR PROCESSES. SOME OF THESE TECHNOLOGIES ARE...
DESIGNING WITH EMPATHY (DESIGN THINKING)
DO YOU WANT TO DESIGN A PRODUCT OR SERVICE THAT WORKS? IF YOU ARE THINKING OF
USING DESIGN THINKING, YOU SHOULD KNOW THAT A FUNDAMENTAL ELEMENT THAT YOU
CANNOT IGNORE IS THE EMPATHY STAGE...
IMPORTANCE OF CUSTOMER EXPERIENCE DESIGN (CX)
FOR A COMPANY TO STAND OUT AND BUILD A LASTING RELATIONSHIP WITH ITS CUSTOMERS,
IT MUST OFFER THE POSSIBILITY OF LIVING AN ENTIRE EXPERIENCE DURING THE
PURCHASING PROCESS...
BUSINESS MODEL: WHAT IS IT AND WHY IS IT IMPORTANT?
IMAGINE THAT YOU ARE GOING TO BUILD YOUR OWN HOUSE, THE ONE YOU HAVE DREAMED OF
AND FOR WHICH YOU HAVE BEEN SAVING FOR YEARS, YOU HAVE EVERYTHING IN YOUR MIND,
BUT STILL NOTHING IN...
WHY DEFINE THE MARKETING PROCESS FOR A CRM PLATFORM?
A CUSTOMER RELATIONSHIP MANAGEMENT OR CRM IS AN ESSENTIAL TOOL FOR COMPANIES
THAT WANT TO MAINTAIN AND ENHANCE THEIR RELATIONSHIPS WITH CUSTOMERS...
BUSINESS MODEL: WHAT IS IT AND WHY IS IT IMPORTANT?
IMAGINE THAT YOU ARE GOING TO BUILD YOUR OWN HOUSE, THE ONE YOU HAVE DREAMED OF
AND FOR WHICH YOU HAVE BEEN SAVING FOR YEARS, YOU HAVE EVERYTHING IN YOUR MIND,
BUT STILL NOTHING IN...
WELCOME ABOARD: CUSTOMER JOURNEY (CX)
CX INITIATIVES ARE OFTEN DESIGNED UNDER A "ONE-SIZE-FITS-ALL" APPROACH, RATHER
THAN FOCUSING ON THE PEOPLE AND MOMENTS THAT MATTER MOST IN THEIR CUSTOMER
JOURNEYS...
6 STEPS THAT BRING YOUR BUSINESS CLOSER TO DIGITAL TRANSFORMATION
ODAY, DIGITAL TECHNOLOGIES HAVE EVOLVED TO INCLUDE MULTIPLE TRANSACTIONS AND
DIGITAL INTEGRATIONS TO THEIR PROCESSES...
WHAT IS BIG DATA AND WHAT IS IT FOR?
IRONICALLY, WHEN WE TALK ABOUT BIG DATA WHAT MATTERS IS NOT HOW BIG THE DATA IS
BUT WHAT COMPANIES DO WITH THE DATA. IT CAN BE ANALYZED TO GATHER INFORMATION
THAT LEADS...
SIX DIMENSIONS TO UNDERSTAND CUSTOMER EXPERIENCE
THINKING ABOUT PRODUCT CUSTOMIZATION, IMPROVEMENTS IN CUSTOMER SERVICE
PROCESSES, OR INVESTING IN INFORMATION TECHNOLOGIES WITHOUT UNDERSTANDING THE
DIMENSIONS IN WHICH...
BUSINESS MODEL FUNDAMENTALS: WHAT DO YOU NEED TO KNOW?
IF YOU KEEP LOOKING, YOU WILL FIND THAT MOST PEOPLE AGREE ON THE FOLLOWING: AT
ITS CORE, IT IS A TOOL THAT HELPS YOU DESCRIBE HOW YOUR BUSINESS MAKES MONEY.
ALTHOUGH THIS IS A VERY SUPERFICIAL DEFINITION...
THE TRUTH BEHIND BUYER PERSONAS
IF YOU HAVE READ "THE LITTLE PRINCE" BY ANTOINE DE SAINT-EXUPÉRY, YOU WILL BE
ABLE TO ANSWER THE QUESTION: WHY DID THE LITTLE PRINCE LEAVE HIS PLANET? IF NOT,
YOU WOULD HAVE TO TURN TO THE INTERNET...
ONLINE PERSONALIZATION AND ITS IMPACT ON SALES AUTOMATION
ONLINE PERSONALIZATION HAS BECOME A POPULAR STRATEGY FOR COMPANIES SEEKING TO
ENHANCE THE CUSTOMER EXPERIENCE, INCREASE ENGAGEMENT, AND ULTIMATELY DRIVE
SALES...
PROCESS IMPROVEMENT USING AS IS & TO BE
IT IS FIRST ESSENTIAL TO IDENTIFY WHERE THE GAP IS TO IMPROVE A PROCESS. THAT
IS, YOU DEFINE THE CURRENT SITUATION, ANALYZE IT AND FIND THE OPPORTUNITIES FOR
IMPROVEMENT...
SIPOC: HOW TO IMPROVE PROCESSES IN A FEW STEPS?
IF YOUR GOAL IS TO IMPROVE A PROCESS, THE FIRST THING YOU MUST DO IS UNDERSTAND
IT. TO DO THIS, YOU NEED TO GET THE INFORMATION, DEFINE THE STEP BY STEP...
WHY DEFINE THE MARKETING PROCESS FOR A CRM PLATFORM?
A CUSTOMER RELATIONSHIP MANAGEMENT OR CRM IS AN ESSENTIAL TOOL FOR COMPANIES
THAT WANT TO MAINTAIN AND ENHANCE THEIR RELATIONSHIPS WITH CUSTOMERS...
* WHAT WE DO
CUSTOMER
RETENTION
We provide solutions that foster long-term relationships, ensuring that your
customers stay with you.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
* WHAT WE DO
CUSTOMER
LOYALTY
Beyond retention, we strive to build unwavering loyalty among your customers.
We turn satisfied customers into brand ambassadors, advocating for your
business.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
* WHAT WE DO
CUSTOMER
SERVICE
We help you to deliver oustanding service that exceeds customer expectations,
enhancing satisfaction and building trust.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
* WHAT WE DO
CUSTOMER
REFERENCING
We harness the power of positive customer experiences to generate referrals,
turning your customer base into a growth engine for your business.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
* WHAT WE DO
CUSTOMER
OPTIMIZATIONS AND EFFICIENCY
Our expertise extends to streamlining your processes fr maximun efficiency
and effectiveness, ensuring your bussiness operates at its peak.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
* WHAT WE DO
CUSTOMER
ATTRACTION
Our personalized strategies attract and captivate potential customers with a
compelling value proposition, fostering lasting relationships.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
* WHAT WE DO
CUSTOMER
CONVERSION
Our emphasis is on turning interest into action. Engagements with potential
customers result in meaningful conversions, propelling your business forward.
Our focus is on enhancing businesses through transformative customer
experience processes. We specialize in refining seven critical dimensions
crucial to organizational success.
HOW WE DO IT
We specialize in unique methodologies that streamline the diagnosis, design,
implementation, and measurement of Customer Experience Transformation. Our goal
is to aid organizations in pinpointing weaknesses in the customer journey,
introducing innovative solutions, and crafting measurable strategies.
1. CUSTOMER CHALLENGE
The challenge can be silent or expressed, it can occur due to an impact on sales
and an increase in service complaints.
2. DIAGNOSIS OF EXPERIENCE
CXMM Mature Model Experience. Experience Objectives OKR - KPI. Analysis of the
Value Proposition.
3. CUSTOMER EXPERIENCE DESIGN
Strategy Design / Process Design / People Design / Digital Design / Operations
Design
4. EXPERIENCE AUTOMATION
New Process Automation (To-Be). Business Rules Automation. Indicator Automation.
5. EXECUTION OF THE EXPERIENCE
Methodologies to attract, convert, retain, build loyalty, serve, refer.
6. LISTENING AND IMPROVING THE EXPERIENCE.
Experience Process Maps (CJM) Analytics and Intelligence of Experience Customer
Listening
OKRs and what are the challenges of implementing them in remote teams?
In the fast-paced world of data analytics, having tools that simplify the
understanding and presentation of information is essential.
See more
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Team Collaboration: Integrating CRM into Your Company
In today's business landscape, where adaptability and operational efficiency are
crucial, effective team collaboration stands as the cornerstone of success.
See more
Why a CRM is essential for the commercial development of your company
You have surely heard the term CRM at some point. Today this tool is used by
many companies. It is a philosophy of relationship management with customers
See more
OKRs and what are the challenges of implementing them in remote teams?
In the fast-paced world of data analytics, having tools that simplify the
understanding and presentation of information is essential.
See more
SUBSCRIBE HERE
Team Collaboration: Integrating CRM into Your Company
In today's business landscape, where adaptability and operational efficiency are
crucial, effective team collaboration stands as the cornerstone of success.
See more
Why a CRM is essential for the commercial development of your company
You have surely heard the term CRM at some point. Today this tool is used by
many companies. It is a philosophy of relationship management with customers
See more
START HERE
Thanks to be on this section, we already give you a personalized success
experience
WE ARE READY TO GUIDE AND ACCOMPANY YOU TO REACH YOUR COMPANY SUCCESS
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