Customer Experience & Interaction

We design communications with a data-driven and UX-oriented approach, integrating specialized UX/UI skills with business process management skills in order to improve interaction performance and enable the achievement of expected objectives. We identify sensitive touchpoints, create personalized experiences that guide users toward actions of interest thanks to user-friendly and consistent content, and analyze user behavior in order to continuously optimize both communications and the process in which they are embedded. Our service includes CX Diagnostic & Data Analytics activities (heat maps, behavioral analysis, surveys) to identify any pain points and eliminate them with a results-oriented design.

We create personalized and innovative digital touchpoints, easily distributed across a variety of channels, designed to increase customer engagement.

• Dynamic and Interactive Landing Pages
  web contact experiences that improve the user experience because they facilitate understanding of content, facilitate data collection with fillable forms according to guided paths, autocomplete features, and conversational support tools, integrate calls-to-action for smooth interaction management, and dynamically adapt to customer preferences.

• Personalized and Interactive Videos
  Individual video content, customized with each customer’s data, with audio and video narration that can follow different paths based on user behavior and integrated calls-to-action to achieve greater timeliness of customer interactions.

We manage and orchestrate touchpoints and related user interactions across all communication channels, ensuring a seamless, consistent, and personalized experience throughout the entire customer journey. Each touchpoint is tailored to customer preferences, ensuring that the right message arrives at the right time, through the most effective channel. Thanks to an integrated and data-driven approach, communications maintain consistency in content and tone, regardless of the medium used—email, SMS, apps, web portals, WhatsApp. This allows organizations to improve engagement, increase message relevance, and optimize business results by reducing fragmentation and silos between channels.

We integrate digital payment methods into journeys and communications, making the collection process smoother, faster, and more intuitive. Every point of contact becomes an opportunity to simplify the user experience and increase conversion. Thanks to intelligent design of payment calls to action, it is possible to offer customers an experience that meets their expectations of immediacy and convenience. At the same time, organizations optimize collection times, reduce operating costs, and improve transaction traceability. Integration with enterprise systems and compatibility with leading digital payment tools ensure scalability, security, and rapid implementation, helping to make every interaction not only useful for the customer, but also strategic for the business.

We design and develop customized web and mobile applications to support digital interaction between companies and users, with a constant focus on usability, accessibility, and performance. Each solution is designed to integrate seamlessly into business processes, facilitating the delivery of intuitive, secure, and scalable digital services. The modular and integrated approach accelerates time-to-market, reduces development costs, and simplifies maintenance, while offering a high degree of customization. Whether it’s self-service portals for consulting personal data or sending requests, document management applications, digital onboarding solutions that guide the user step by step, dashboards for monitoring and analyzing data, or interaction tools for consent management and electronic signatures, our goal is to create applications that improve the user experience and generate real value for the business.

We support organizations in making their digital touchpoints accessible, ensuring compliance with WCAG guidelines and current regulations. Our approach starts with strategic consulting, which is essential for defining requirements, objectives, and technical solutions that ensure accessibility throughout the design and development process. We offer in-depth auditing services, risk analysis, and operational recommendations to improve the usability of digital content and services. We support corporate teams with targeted training to spread awareness and skills on the topic of digital inclusion, and we intervene in both the design and optimization phases through:

• Remediation of existing PDFs and production of natively accessible PDFs
• Integration of accessibility widgets for websites and applications
• Support for accessible UX/UI design, with a focus on layout, contrast, navigation, and compatibility with assistive technologies

The goal is to offer inclusive digital experiences, expand the audience, ensure regulatory compliance, and generate value through the loyalty of all users, without barriers.

We use artificial intelligence to automate the collection, analysis, and extraction of data from digital documents, significantly improving operational efficiency and the accuracy of the information acquired. The system is able to interpret structured and unstructured content, recognize patterns, classify information, and transform it into useful data for business processes.

This service drastically reduces manual errors, speeds up processing times, and ensures operational continuity thanks to integration with management and document systems, making it a fundamental lever for the digitization of document processes because it helps make every piece of data immediately available, reliable, and ready to be used strategically.

Hermes is the solution that enables utilities to evolve from simple energy providers into trusted partners for their customers. By integrating data, predictive analytics, and proactive communications, it makes the billing process more transparent, understandable, and predictable, giving customers greater awareness and control over their energy consumption.

Through proactive notifications, clear explanations of cost variations, intuitive data visualizations, and personalized communication journeys, customers are guided throughout the entire billing cycle, reducing surprises, misunderstandings, and support requests. This allows utilities to differentiate themselves in an increasingly competitive market, strengthen their reputation for reliability, improve customer loyalty, and build lasting relationships based on transparency and customer protection.