Service experience with Cemex
As a company, listening to what their associates or employees talk about.
Every company is different, some of them try to get feedback from their vendors, while others remain silent. In this case, for Cemex is crucial each year to know how’s communication, process, engagement, negotiation, problem-solving, etc. of their vendors.
In this project, the main goal is to gather precise data to get a better experience.
Our challenge
Detect the level of satisfaction and perception of CEMEXs’ point of view in 3 weeks to gather data, analyze it, report blueprints and develop new solutions.
Difficulty: 34 interviews.
What we did
A protocol was created to carry out the interviews and coordinate what tools would be used and the process to carry out the mindset that was sought.
- We improved the interview guide from the previous one for CEMEX interviewees.
We prioritized questions based on the user:
- How they felt
- Who they were
- How NEORIS enabled them to facilitate their work
- How they see us, etc.
During each interview, we start to look at patterns of behavior and mindset of the users so we could have more accurate answers around their thoughts and real past situations.
Insight! With the iteration, we started to look at patterns of behavior and mindset of the users so we could have more accurate answers around their thoughts and real past situations
2. Start mapping all the information gathered day by day
- We worked on a customer journey mapping to identify pain points stage by stage.
- An affinity diagram helped us to group all this pain points and prioritze for insights.
- Framework was made to help us with the storytelling of the final presentation.
Solutions!
Failures were detected and informed with CEMEX area directors and project managers in NEORIS, summarizing everything in 5 tabs of a document and in turn delivering the necessary blueprints for more information.
New actions were needed:
Critical points began to take position in annual planning meetings with CEMEX and in all interactions NEORIS.
