Cxone Consulting

Cxone Consulting is an independent boutique specializing in the transformation of customer care models and the implementation of Cloud and Artificial Intelligence technologies. We assist companies and organizations in their transition to omnichannel, digital, and customer-centric models, combining strategy, technology, and change management. We help companies evolve their customer service to make it more efficient, more digital, and more human, and we act as a trusted partner between business, technology, and manufacturers. We have more than 25 years of experience in CX projects in Spain and Latin America. Our service lines are: 1. Advisory & CX Cloud Strategy We design the technological and operational roadmap to transform customer service. • CX maturity diagnosis and transformation roadmap. • Benchmarking of CCaaS solutions (Genesys Cloud, Five9, Zoom, Nice, Sprinklr, AWS, Talkdesk, etc.). • Definition of the care model, KPIs, and omnichannel architecture. • Business case and adoption 2. Cloud Implementation and Migration We provide technical and functional support to companies in their technological change projects. • PMO and management of migration projects to Cloud CX platforms. • Integration of conversational AI (Dialogflow, Azure, AWS Lex, etc.). • Journey orchestration, automation, and experience analytics. • Training and change management for customer service 3. CX Platform Optimization and Evolution We maximize the value and performance of the solutions we implement. • Functional and technical audits. • Evolution of functionalities (Speech & Text Analytics, Voicebots, automatic QA). • Advanced functional support and continuous improvement. • Incorporation of generative AI into customer service processes.