In a competitive environment where differentiation through customer experience quality has become a key strategic lever, it is essential to have a detailed and segmented understanding of customer journeys on a global scale. This project aims to conduct an in-depth analysis of customer experience across the operator’s subsidiaries, using advanced quantitative and qualitative methodologies such as transactional data analysis, omnichannel journey evaluation, and active customer feedback listening. The objective is to precisely identify satisfaction and loyalty drivers while detecting friction points specific to each market. This approach aims to strengthen synergy between local and central teams, optimize the use of digital tools, and establish a constructive dialogue based on relevant performance indicators.
The Need for an Optimal Customer Experience
As part of a continuous improvement approach, this project aims to deploy a consistent, innovative customer experience adapted to the cultural and regulatory specificities of each territory, in order to sustainably support global growth and customer loyalty.
Key Challenges for a Global and Consistent Vision
- Obtain a comprehensive overview of customer experience in each country without directly requiring their contribution.
- Leverage internal skills and expertise in customer experience.
- Identify new opportunities to strengthen customer relationships.
- Foster constructive dialogue between local and central teams.
- Optimize existing tools and systems for more efficient management
This project aims to establish a precise mapping of customer experience while fostering continuous improvement and team engagement.
Sofrecom Methodology: A Structured Approach for Sustainable Results
To effectively address these challenges, Sofrecom deployed a structured methodology focused on data collection, in-depth analysis, and implementation of concrete actions. This approach is based on several key steps to ensure relevance and long-term impact.
Key Steps for Effective Transformation
Initial analysis and diagnosis of the current situation : it is reflected by
- Collection of existing data and review of current tools to understand the specific context of each subsidiary.
- Workshops with local teams to gather feedback, expectations, and insights.
- Accurate mapping of customer experience to identify journeys, touchpoints, and improvement opportunities.
- Customized action plan
- A sector benchmark of best practices in customer experience enabled the formulation of concrete recommendations tailored to each local market to optimize customer experience.
Deployment plan and change management:
A deployment plan was developed to support the implementation of solutions, with regular checkpoints to adjust and optimize ongoing actions. In addition, best practice sharing and skill development were integrated through the creation of a framework, training sessions, and awareness initiatives to ensure sustainability.
This iterative process enabled an agile approach focused on customer value and team performance.
Identified Benefits: Sustainable Customer Experience Transformation
At the end of the project, the client gained a clear vision of customer experience across each subsidiary, facilitating decision-making. Key benefits include:
- Enhanced internal skills leading to better team synergy.
- Identification of innovation opportunities driving short- and long-term growth.
- Optimized tools and systems improving customer experience management.
- Strengthened dialogue between stakeholders encouraging collaboration.
- Upskilled teams ensuring sustainable improvement.
- Strategic monitoring to anticipate market trends.
- Improved consistency across markets.
- Increased customer satisfaction driving loyalty and sustainable growth.
Sofrecom’s Added Value
Sofrecom’s support provides several strategic and operational advantages essential for transforming customer experience and strengthening competitiveness.
Among the key benefits is a clear and precise vision of customer experience across each subsidiary, enabling informed decision-making, while quickly identifying innovation and improvement opportunities in the short and long term.
The implementation of appropriate tools and systems contributes to more efficient customer experience management, enhancing overall performance.
Furthermore, this project fosters stronger dialogue between all stakeholders, encouraging collaboration and the sharing of best practices across the group. Upskilling local teams ensures sustainable continuous improvement, while strategic monitoring helps anticipate market trends to remain competitive. By reducing gaps between markets, this approach promotes stronger global consistency. Finally, it creates significant added value by improving customer satisfaction, a key driver of loyalty and sustainable growth.
By placing customer experience at the heart of strategy, this project ensures proactive, innovative, and performance-driven management.
