From Intention to Action: How to Structure a Continuous CX Improvement Plan
“We need to improve customer service.”This phrase is repeated in many boardrooms across LATAM, but it rarely turns into a continuous, executable, and measurable strategy. Why? Because improving customer experience (CX) requires more than intention: it needs diagnosis, clear objectives, automation, monitoring, feedback, and above all, a methodological approach. This blog doesn’t just explain why […]
The Hidden Cost of Running Your Customer Service with Excel in 2025
Why Are We Still Managing Customer Service Like It’s 2005? An Excel sheet is still the “CRM” for many organizations. And while it may seem unbelievable, according to IMD (2021), 61% of companies still face fragmented digital processes. This doesn’t just limit growth — it also puts the customer experience at risk. Sound familiar? Each […]