Projects
AI Acceleration & Adoption 
43 Selected cases
SANTANDER
Redesign of the Probate Services
We redesigned Banco Santander’s estate planning service to simplify a complex process and incorporate a people-centered approach. We analyzed the emotional context of grief and transformed the probate process into a service that guides the beneficiary. We reimagined the end-to-end customer journey, expanded our support beyond banking transactions, and designed touchpoints and communications aimed at maintaining the beneficiary’s relationship with the bank.
CRM & Loyalty
CX & Strategy
Experience Design
SANTANDER
An experience designed to make the bank’s app the preferred channel
We designed a personalized experience to drive adoption of the Santander app based on each customer’s level of digital maturity. We analyzed profiles and barriers, defined a progression matrix, and identified the most relevant features for each phase. Based on these needs, we built the content architecture and an omnichannel experience across CRM, the website, and account managers, aimed at increasing digital autonomy.
CRM & Loyalty
CX & Strategy
Experience Design
SANTANDER
Communication Strategy to Attract, Convert, and Retain Customers
We designed a communication strategy to facilitate customer acquisition and migration to an account with a complex subscription model. We tailored messages and engagement tactics to each stage of the funnel and specific scenarios, coordinating paid and owned channels with site navigation and landing pages. We rounded out the model with specific assets for each phase and a personalized onboarding strategy aimed at strengthening customer loyalty.
CRM & Loyalty
CX & Strategy
Experience Design
SANTANDER
A New Omnichannel Relationship Model for the Bank
We redesigned Banco Santander’s customer relationship model to better leverage each customer’s knowledge and context. We defined an omnichannel strategy that integrates contact planning, new visual and verbal branding, a modular “mobile-first” system, and automated, personalized processes powered by data and machine learning. We incorporated measurement and feedback systems to continuously optimize communications.
CRM & Loyalty
CX & Strategy
Data & Intelligence
Experience Design
Technology & Transformation
SANTANDER
Redesigning the Communication Experience for Card Payments
Together with Santander Global Cards, we redefined the communication experience associated with card payments. We integrated features, channels, and messages under a common model to simplify communications and make them clearer and more relevant, especially at critical moments in the customer journey. The new approach strengthened trust, improved the perception of value, and established a consistent and scalable foundation for its implementation in global markets.
CRM & Loyalty
CX & Strategy
Experience Design
TOUS
Redesign of the loyalty program’s relational model
We transformed the loyalty program to adapt it to a new omnichannel reality. We redefined it to address the new behaviors and needs of omnichannel consumers, establishing a new value proposition and a new operational and rewards model, based on an analysis of its impact on the business.
CRM & Loyalty
Data & Intelligence
BARCELÓ
Designing an omnichannel experience for high-value Unique customers
We redesigned My Barceló Unique’s customer engagement strategy to transform isolated communications into a connected, personalized, and omnichannel experience. We developed a customer blueprint, identified key moments, and designed use cases by customer journey, channel, message, objective, and KPI, combining short- and long-term informational, emotional, and commercial activations.
CRM & Loyalty
CX & Strategy
BARCELÓ
Personalizing the customer journey to recover abandoned reservations
We work with the client to evolve their Tealium and Marketing Automation ecosystem to connect online behavior with offline data and identify the point at which each reservation is abandoned. We redesigned the customer engagement strategy with a full-funnel approach, restored conversion rates, and optimized personalization to scale the model to different markets.
CRM & Loyalty
Data & Intelligence
Technology & Transformation
BARCELÓ
A New Relationship Model for High-Value Guests
We are evolving Barceló’s relationship with its most valuable guests through a relational model that combines customer insights, segmentation, personalization, and benefits. We design journeys and communications that are relevant at every stage, coordinating channels and hotel operations to drive repeat business, engagement, and long-term incremental value.
CRM & Loyalty
Data & Intelligence
SIGNIFY
Development of a Customer-Centric Value Proposition for Professional Lighting Installers
We designed a global loyalty program to strengthen preference for Signify among electrical installers and drive preference and recommendations beyond price. We began with a survey across seven markets, built clusters, and conducted User Hacks with installers and key customer profiles. We defined the value proposition, the loyalty mechanics, the app’s role, and the communications model based on the group’s real needs, frustrations, and emotions.
CRM & Loyalty
CX & Strategy
Experience Design
NOVARTIS
Strategic Segmentation of Neurologists
We adapted the global segmentation of neurologists to the Spanish context to prepare for the launch of Kesimpta. We combined data, AI, Python, and advisory boards to identify clusters, motivations, barriers, business potential, digital behavior, and engagement preferences. We transformed these insights into relationship maps and activation guidelines that defined messages, channels, formats, and interactions before, during, and after the consultation.
CRM & Loyalty
CX & Strategy
Data & Intelligence
CAIXABANK
Xperience CaixaBank: Integrating the Program’s Value into the Customer Relationship
We integrated Xperience CaixaBank into the customer relationship strategy starting with onboarding, linking its benefits and experiences to different stages of the customer lifecycle to reinforce the value proposition and foster customer loyalty beyond financial communications. In addition, we designed a modular model in Adobe Campaign to flexibly incorporate it into 115 customer journeys, adapting the content to each context and making it easier to update and reuse.
CRM & Loyalty
CX & Strategy
Technology & Transformation
PORT AVENTURA
Lead Generation and a Single View of the Customer with CloudPages
We standardized PortAventura’s communications and optimized its CRM operations in Salesforce Marketing Cloud. We modularized campaigns, automated processes, and structured workflows and CloudPages to capture and qualify data. In addition, we designed a unified customer view on AWS, integrated with Service Cloud and SFMC, to leverage the information in a consistent manner.
CRM & Loyalty
Data & Intelligence
Experience Design
Technology & Transformation
VIVAGYM
CRM Activation to Convert, Retain, and Re-engage Members
We manage the end-to-end CRM operation for Spain and Portugal at Agillic, from planning, segmentation, and campaign activation to measurement and continuous optimization through A/B testing. In addition, we conduct a comprehensive audit of CRM, data, and martech to identify opportunities and define a roadmap for growth.
CRM & Loyalty
Data & Intelligence
Technology & Transformation
PARQUES REUNIDOS
Centralized, multi-brand CRM model for growth at scale
We designed a centralized, multi-brand CRM model for Parques Reunidos that established a common foundation for 68 parks across three regions with varying levels of maturity. We evolved campaign management into a 360-degree engagement model, with a comprehensive communication and orchestration strategy based on the customer journey. We rounded out the project with optimized templates and unified dashboards to improve personalization, efficiency, and insights.
CRM & Loyalty
CX & Strategy
Data & Intelligence
Experience Design
Technology & Transformation
HIJOS DE RIVERA
CRM Strategy and a Single View of the Customer
We transformed MEGA Estrella Galicia’s ad-hoc communication into a structured, relationship-based CRM strategy. We consolidated data sources to build a unified view of the customer, defined the target audience, designed customer journeys, and automated the email system. We rounded out the model with lead qualification, special campaigns, a Test & Learn methodology, and measurement using dashboards and evaluations.
CRM & Loyalty
Data & Intelligence
Technology & Transformation