Customer Experience

Customer Experience Metrics.

Metrics are important mechanisms to measure an organization’s performance against its strategic goals and objectives. Most of these tools focus on measuring the product’s performance or business management efficiency and scarcely collect information on the customer’s perception of a brand, product, or service. To assist in decision-making, metrics must be measurable, achievable, cost-effective, reliable, and

User Experience

Usability testing.

Although a website, program, application, or other physical or digital product is subject to various quality assurance and control processes, its effectiveness and efficiency will be reflected accurately only when subjected to usability testing with a real user. This method is one of the most popular tools for evaluating user experience, aiming the evaluation approach

Design Thinking

Card Sorting: Content categorization.

Card Sorting is one of the most used techniques within the innovation strategies of organizations seeking to impact and create a greater connection with their target audience. This technique consists of observing how users group and associate cards, organizing the contents related to a product and/or service. Currently, there are two types of Card Sorting:

Customer Experience

Making a difference with Customer Experience.

Differentiating a brand, a product, or a service through customer experience has become one of the main challenges for organizations. Today’s consumer participates, suggests, interacts, demands, makes informed purchasing decisions, expects immediacy and full accessibility. It is an expert consumer who is increasingly involved with brands, thus influencing the business operation. Technology, product, or price

User Experience

User Experience in the Organization.

Technology development and easy access to information have led organizations to reconsider their business models, changing the traditional approach to a user-centered approach. Organizations seeking to adapt to this new market trend often confuse providing a good service with a user-centered business model. Transition to this strategy implies a change in organizational culture to offer

Design Thinking

Innovating with Design Thinking.

Current trends make way for new products and services, which need to be designed innovatively to be competitive. Design Thinking is an iterative process to generate ideas in a creative way, which focuses its effectiveness on understanding and solving problems and needs. For organizations, it is no longer enough to be innovative by using technology.

SERVICE MANAGEMENT

Service Level Agreement (SLA).

Service Level Agreement represents the organization’s commitment to ensure the quality of the various service requirements, such as availability, capacity, continuity, requirements fulfillment, management of service complaints, claims, and incidents. This document is drawn up before the service begins and is attached to the contract or included among its clauses. SLAs aim to define service

Quality Management

External suppliers according to ISO 9001.

The supply chain of the product or service provided to the customer comprises different types of external suppliers: suppliers providing products and/or services to be incorporated into those provided by the organization, suppliers providing products and/or services directly to the customer on behalf of the organization (outsourcing), and suppliers providing a process or part of

Blockchain

Blockchain: Improving the customer experience.

Organizations providing products and/or services use Blockchain technology to enhance the customer’s experience since its structure provides reliability and trust. Blockchain technology guarantees transparency of any transaction carried out, protection of personal data, and storage of data that the customer shares with the organization, thanks to its collective and unchanging nature. Likewise, its structure helps

SERVICE MANAGEMENT

Design, Development and Transition of a Service.

According to ISO 20000-1 guidelines, before delivering a service, it must go through the Design, Development, and Transition process to identify in detail its requirements, elaborate its prototype, and verify its functionality through tests. This process begins with the planning of new or modified services to identify input elements, such as human, technical, information, financial,

Quality Management

Non-conforming Outputs.

Non-conforming output is the result of a process that does not meet some requirements of the quality management system; this applies to a product and/or service depending on its characteristics. Thus, in an unfavorable situation, it is possible to find non-conforming products, non-conforming services, or both. For example, if during the delivery, a batch of

Blockchain

Blockchain in different sectors.

Blockchain technology is changing the way businesses are conducted. It has evolved from being only related to the financial sector to being used by organizations in different sectors to become more dynamic and efficient. Some of the industries that are taking advantage of this technology are: telecommunications, health, security, supply chain, energy, insurance, travel agencies,

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