The development and implementation of the Customer Experience Centre involved a previous project (from 2012 to 2014). Since January 2015, the Family Allowances Fund launched a new project that focuses on the client’s emotions and experience when interacting with service providers.

While emotions cannot be reproduced, products can. With this idea in mind, the Customer Experience Centre advises organizations on best practices regarding the provision of services. It evaluates services, obtains customers’ feedback, and finds transversal solutions for services, based on three strategic axes: resoluteness, simplicity and best cost-benefit.

Moreover, this customer’s relations scheme helps service providers to get to know their public, which serves as a basis for strategic decision making and business; decreasing on-site services and/or contact with members through the various communication channels; strengthening service culture by training employees; and involving the entire organization in the definition of customer experience.