/ Client case

ICS Visa

Digital Service Strategy

Visa is a global leader in electronic payments, with a vision to connect the world through the most innovative, reliable and secure payment network - enabling individuals, businesses, and economies to thrive.

Their Challenge

However, Visa faced a significant challenge with their customer experience. Their disconnected CMS and internal procedures and departments resulted in different customer journeys, leading to dissatisfied customers and an increase in workload for service agents.

Our Approach

To address this challenge, Visa partnered with The Customer Experience (TCXA) as tactical partners in their digital transformation journey. TCXA's approach included persona development, customer journey mapping, and the reconfiguration recommendations of their CMS and websites. We adapted Visa's digital approach and defined relevant Key Performance Indicators (KPIs) to measure the success of the project.

The Outcome

The outcome of this partnership was a significant improvement in the overall customer experience. Customers were more satisfied and service agents had a more manageable workload. The project also led to increased efficiency and cost savings for Visa. Overall, the partnership between Visa and TCXA was a success, delivering tangible results and helping Visa to continue to thrive in the ever-evolving digital landscape.

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