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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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.

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.

Nuestros clientes

Resources

Maturity Assessments & Learning with Hablemos CX

CX Maturity Scanner

Start assessing your company's CX maturity by assigning a score based on its performance level. Scores range from 1 (minimum level) to 5 (maximum level).

Start

VoC Maturity Scanner

Evaluate the maturity of your Voice of the Customer (VoC) program by assigning a score based on your organization's performance level. Scores range from 1 (minimum level) to 5 (maximum level).

Start

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EX Maturity Scanner

Determine the maturity of your Employee Experience (EX) program by assigning a score based on your company's execution level. Scores range from 1 (minimum level) to 5 (maximum level).

Start

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

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Who We Are

Your CX & EX Partners

We guide you through the journey of your customers and employees to humanize, transform, and measure the experience your organization delivers, using specialized models and tools.

Lynnette Veguilla Torres, CCXP

CX Consultant Partner

One of only two professionals in Puerto Rico certified in Customer Experience by the CXPA, with over 25 years of experience in communication, marketing, and CX.

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Elizabeth Jiménez Colón

Business Development Partner

A professional with more than 25 years of experience in sales and business relationship development, now dedicated to enhancing customer experience across various industries.