Driving experience management as a key strategy for business differentiation

We specialize in supporting business transformation through solutions based on the effective and measurable management of customer and employee experience.

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Our Clients

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Nosotros

Consulting in Customer Experience (CX) and Employee Experience (EX)

Turning Challenges into Valuable Opportunities

We are committed to transforming your business into a customer-centric leader. We believe that the key to sustainable success lies in creating exceptional experiences for both customers and employees.Our mission is to help companies like yours navigate the complexities of Customer Experience (CX) and Employee Experience (EX), ensuring that every interaction adds value and fosters loyalty.

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Soluciones

Solutions

Strategy, Execution, and Value Delivery

We are the first and only consulting firm in Puerto Rico specializing in Customer Experience (CX) and Employee Experience (EX). With a blend of strategic vision and hands-on support, we empower organizations to develop a deep understanding of their customers and employees, enabling them to build meaningful and lasting relationships.

CUSTOMER-CENTRIC VISION

Support in restructuring vision and organizational culture to prioritize the customer.
Facilitation of workshops and training sessions to instill customer-centric values at all levels.

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CX STRATEGY DEVELOPMENT

Design of comprehensive customer experience strategies aligned with your business objectives.
Identification of key touchpoints and opportunities to enhance customer interactions.

EX OPTIMIZATION

Development of employee experience strategies to boost engagement, satisfaction, and productivity.
Implementation of programs that foster a positive and motivating workplace culture.

VOICE OF THE EMPLOYEE (VoE) PROGRAMS

Development of Voice of the Employee (VoE) programs to collect and act on employee feedback.
Enhancement of employee satisfaction and engagement through targeted initiatives.

VOICE OF THE CUSTOMER (VoC) PROGRAMS

Design and implementation of Voice of the Customer (VoC) programs to capture and analyze customer feedback.
Leveraging insights to drive improvements and innovations in products and services.

MEASUREMENT & ANALYSIS

Leveraging advanced analytics to measure and track the effectiveness of CX and EX initiatives.
Identifying insights and trends to continuously improve and adapt your strategies.

PROFITABILITY-FOCUSED METRICS

Establishing key performance indicators (KPIs) that link CX and EX initiatives to profitability.
Conducting in-depth ROI analyses to demonstrate the financial impact of experience improvements.

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JOURNEY MAPPING & DESIGN

Development of detailed customer and employee journey maps to visualize and enhance experiences.
Identification of critical touchpoints and areas for improvement to optimize every interaction.

TECHNOLOGY INTEGRATION

Consulting on the best technological solutions to support your CX and EX objectives.
Assistance in the implementation and integration of customer relationship management (CRM) systems, feedback tools, and more.

How We Work

Unique methodology to provide results

CX and EX Maturity Assessments.

A structured framework based on the pillars of the Customer Experience Professionals Association (CXPA).

Action plans and execution roadmap.

Specialized training and awareness programs.

Guidance and support during implementation.

Performance evaluation and results analysis.

Personalized
Service

We provide detailed proposals to ensure all aspects of your project are covered and expectations are aligned. We offer services in both English and Spanish.

Our Clients

“¡Ustedes son excelentes! La forma individual, personal, ajustada a la
realidad completa, incluyendo mis deficiencias y sobre todo la empatía con firmeza”.

Lcda. Neysa Sosa,

Propietaria Farmacia San Gabriel

Lo más valioso del proyecto fue: “comunicación con el equipo, siempre dispuestas a aportar herramientas. Ha sido una experiencia transformadora”.

Ivis Valles,

Presidenta de la Cooperativa de Ahorro y Crédito Moroveña

“Trabajar el Customer Journey Map con CXPR fue una experiencia enriquecedora y de gran valor para la agencia y nuestro cliente. Su equipo de trabajo siempre demuestra un alto nivel de profesionalismo y expertise sólido en la disciplina.

Dr. José Daniel González,

Business Strategy & Human Experience Director en
Arteaga & Arteaga

Resources

Maturity Assessments & Learning with Hablemos CX

Escáner de Madurez de CX

Comienza la evaluación de madurez de CX en tu empresa, asignando puntuación de acuerdo con el nivel de desempeño, en tu negocio. Las puntuaciones van desde 1 como mínimo hasta 5 como máximo nivel.

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Escáner de Madurez de VoC

Descubre cuál es el estado de madurez de tu programa de voz del cliente, asignando puntuación de acuerdo con el nivel de desempeño en tu organización. Las puntuaciones van desde 1 como mínimo hasta 5 como máximo nivel.

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Escáner de Madurez de EX

Conoce cuál es la madurez de tu programa de experiencia para empleados, otorgando puntuación de acuerdo con el nivel de ejecución en tu empresa. Las puntuaciones van desde 1 como mínimo hasta 5 como máximo nivel.

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Visit Hablemos CX to find articles, ebooks and workshops on key topics related to customer experience and employee experience.

hablemoscx.com

Official Partner de CX Latam Group

CX Puerto Rico joins CX Latam Group as its official partner and exclusive representative in Puerto Rico to strengthen the offering of solutions in consulting, training and measurement of customer and employee experience.

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