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MANAGEMENT
ADVISORY
CONSULTING
DIGITAL

UNDERSTANDING MOMENTS
TO CREATE EXPERIENCES


Focused on customer-centric processes,
driving businesses towards sustainable growth.

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PROCESS DIAGNOSIS


Inmerse yourself in a world where innovation
and strategy merge to design experiences that transcend expectations.

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UNIQUE CX METHODOLOGIES


We are here to transform every interaction
into a meaningful connection.

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  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.

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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.


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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
Personaliced insights

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...
How to sell more through my eCommerce?

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...
WHAT IS A CRM AND WHAT IS IT FOR?

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.
Writing in laptop

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...
eCommerce: A Guide to Doing Business Online

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...
6 Steps That Bring Your Business Closer to Digital Transformation

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...
Designing with empathy (Design Thinking)

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...
Importance of customer experience design (CX)

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...
Business model: What is it and why is it important?

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...
Why define the marketing process for a CRM platform?

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...
Business model: What is it and why is it important?

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...
Welcome aboard: Customer Journey (CX)

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...
6 Steps That Bring Your Business Closer to Digital Transformation

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...
WHAT IS BIG DATA AND WHAT IS IT FOR?

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...
Six dimensions to understand customer experience

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...
Business Model Fundamentals: What do you need to know?

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...
The truth behind Buyer Personas

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...
Online personalization and its impact on sales automation

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...
Process improvement using As Is & To Be

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...
SIPOC: How to improve processes in a few steps?

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...
WHY DEFINE THE MARKETING PROCESS FOR A CRM PLATFORM?

  • 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.
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Customer challenge

The customer's challenge can be silent or expressed, it could be due to an impact on sales, an increase in service complaints.

Diagnosis of Experience

• CX Maturity Model®
• CX Matrix®
• Process Maturity Model®
• Pricing and Cost Maturity Model ®
• Process Transformation Framework PTF®
• Benchmarking & Mistery Shopper

Customer Experience Design

• Strategy
• Digital Transformation
• Operating Model & Value Proposition
• Business Process
• Customer Process
• Process Mining
• Customer Journey
• Customer Segmentation, Personas & Empathy
• Revenue & Cost Management
• Change Management

Experience Automation

• Omnichannel Experience
• Customer Relation & Loyalty
• Process Automation (Low-Code, RPA, Process Analytics)
• Process & Systems Integration
• Marketing, Sales, Service, Commerce Automation
• Analytics

Execution of the Experience

• Methodologies
• Best Practices
• Industry Frameworks
• Change Management

Listening and Improving the Experience.

• CX Recovery (service, cybersecurity)
• UX Maintenance 
• SEO – Content and Technical  
• Experience Process Maps (CJM)
• CX Analytics and Intelligence
• Voice of Customer VoC

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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