The Customer Experience Transformation Methodology (CXTM™) aims to instill a culture of improving customer experience to achieve results that capture the attention of leaders and stakeholders. Among its key objectives are cost reduction, expense optimization, performance improvement, and risk mitigation.

The methodology consists of two main components: Customer Experience Drivers and Customer Experience Enablers, connected by the Triple Change Model (D3 Change Model) to enhance change capabilities and foster a culture of continuous improvement in customer experience.

• The Customer Experience Drivers provide tools to understand the factors influencing the customer's mental image and comprehend the interaction of the three layers in the ecosystem of customer experience (customer-facing layer, backstage offices, and operational environment). These layers impact the formation of this mental image.
• The Customer Experience Enablers offer qualifications and accredited training programs for employees and partners in topics of cultural change for transitioning to customer experience, researching data for their understanding, identifying priorities, designing experiences, and measuring their quality and connection to the overall indicators of the enterprise.

We employ an integrated approach in the journey towards customer experience transformation in public and private institutions, as well as the third sector. We leverage our diverse experiences, tools, and methodologies, along with the expertise of our partners, in enhancing customer experience, digital experience, and user experience.