ENABLING CAPABILITY

Customer
Centricity

The new axis of high performance

Moving beyond silos to place customers at the
heart of your strategy

Today’s customers seem to think the world revolves around them—and they are right. The global economy has entered a new and complex phase, as the contours of the commercial landscape are reshaped by unprecedented levels of competition, eroding customer loyalty and the quickened pace of innovation.

This is good news for organizations that see the opportunity amid the change and align themselves quickly and effectively around a new focal point: delivering a customer-centric experience —profitably and consistently— . This means designing end-to-end solutions around the customer perspectives and intentions. The true customer centricity imperative relies on 3 key attributes: customer relevance, enterprise agility and excellence in execution.

Costa Rica has created a culture that allows us to focus on our collaborators, their development and the impact we want them to generate, but without losing sight of why, which is undoubtedly linked to the end customer.

100%
business continuity

No business disruption during COVID-19 for ensured operational sustainability.

100%
redundancy

Telecommunication infrastructure provides 100% redundancy.

30-55%
sector's activities

Customer Care processes are key, amounting between 30-55% of the sector's activities (KPMG Corporate Services Survey Costa Rica, 2020)

#1
operational priority

Process Quality was pointed out as companies #1 operational priority. (KPMG Corporate Services Survey Costa Rica, 2020)

1 out of 3
polled companies

Agreed that customer and monitoring action plans are critical success factors for organizations (KPMG Corporate Services Survey Costa Rica, 2020)

52%
of companies

Affirm to develop projects and operation models based on Agile methodologies (KPMG Corporate Services Costa Rica, 2020)

48%
of respondent organizations

Building a culture focused on customer experience was chosen by 48% of respondent organizations (KPMG Corporate Services Survey Costa Rica, 2020)

#1
soft skill

Customer service ranks as the #1 soft skill demanded by services companies in Costa Rica (Vital Statistics Survey, CINDE, 2019)

Customer Centricity conections

Customer centricity Pioneers

future Thinking

Committed to innovation to drive business success

Learning has been a cornerstone of our society since 1870 when education became free and mandatory. We will continue to invest where it matters the most: our people.

We embrace challenges, learn rapidly and welcome opportunities. A nation governed in peace with a solid long-standing democracy that stands behind health, education and the pursuit of self-development.

EXPLORE MORE +40 active talent developing programs with universities and technical institutions based on companies' needs

Shared experiences from our companies

Want to become our next success story?

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