Projects
25 Selected cases
UNIE
Visual Redesign to Boost LTR and Enhance the Visibility of a Private University
The challenge of UNIE’s visual redesign is to turn it into a true driver of growth: a digital environment that not only represents the university but also propels its ambition. We partner with UNIE as strategic partners in defining and implementing a digital ecosystem that is on par with the challenges of physical expansion the group is pursuing.
AI Acceleration & Adoption
CX & Strategy
Data & Intelligence
Experience Design
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
A personalized experience to encourage the use of an investment platform
We designed a personalized journey to guide each user toward investing and support their growth within the Bolsas y Mercados platform. Based on an analysis of data and user behavior, we identified three archetypes based on investment experience and risk tolerance. We validated features, services, and value propositions through testing and developed a go-to-market strategy with messaging, channels, and impact tailored to each profile.
CRM & Loyalty
CX & Strategy
Data & Intelligence
Experience Design
SANTANDER
Brand experience developed through a full-funnel strategy for the Smart account
We turned a promotional initiative to celebrate Smart’s one million customers into a campaign that integrated customer acquisition, loyalty, branding, and performance. We segmented and personalized communications based on the target audience’s affinities, developed results-driven creative, and contextualized the pieces within their respective ecosystems. We rounded out the activation with flow planning, traffic qualification, and a CRM journey tailored to each objective.
CRM & Loyalty
CX & Strategy
Experience Design
SANTANDER
Behavioral Design and Tailored Creativity for the Bank’s Insurance Products
We supported the launch of Banco Santander’s pet, health, and home insurance products with a strategy based on behavioral economics and behavioral design. We analyzed the motivations and emotional profiles of their potential customers, defined archetypes and messaging matrices, and developed creative concepts tailored to each stage of the funnel. We also designed the navigation, information architecture, and web-based qualification and self-segmentation mechanisms.
CX & Strategy
Experience Design
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
SANTANDER
Branded entertainment to connect the 1|2|3 Smart Account with millennials
We created “Cuánto. Beyond Money” to connect the 1|2|3 Smart Account with a generation that is largely unresponsive to traditional banking communications. The science fiction short film, directed by Kike Maíllo and starring Adriana Ugarte, reflected on the value of money and experiences. We designed its release, distribution, and amplification strategy, accompanied by an ecosystem of content to generate awareness and conversation.
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
ABASTIBLE
New Value Chain to Optimize Distribution
We redesigned Abastible’s value chain to optimize distribution to the end customer and increase its competitiveness. We defined a data governance model and solutions to capture and leverage last-mile data, and we explored new business models and complementary services to evolve the customer relationship beyond the sale of gas.
CX & Strategy
Data & Intelligence
Technology & Transformation
PURINA PRO PLAN
Building a New Model for Relationships with Veterinarians
We helped Purina PRO PLAN strengthen its relationship with veterinarians amid increasing competitive pressure. Through interviews with stakeholders and professionals, we analyzed the tensions, needs, and challenges they face throughout their journey. We mapped out opportunities, prioritized the territories with the greatest potential, and devised valuable solutions. The result was a relational framework that connects science, professional development, day-to-day support, and business growth.
CRM & Loyalty
CX & Strategy
Experience Design
CAIXABANK
Creating Segment Clusters with BI to Optimize Digital Lead Generation
We developed an advanced segmentation model to identify the profiles with the greatest potential for CaixaBank based on affinity, value, propensity to switch, and digital behavior. We began with a representative survey of the Spanish population and applied statistical clustering models to detect patterns without any prior hypotheses. We then interpreted, prioritized, and characterized the segments, translating them into specific communication frameworks to promote the value proposition of digital accounts in a more relevant and personalized way.
CRM & Loyalty
CX & Strategy
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
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
SCHÄR
A global loyalty program for a gluten-free community
We designed a loyalty model that rewards the relationship beyond the purchase, linking interaction, engagement, and customer insights with benefits and experiences. We implemented it on Salesforce Loyalty—including tiers, points, rewards, partners, and promotions—and integrated it with CRM, the website, and the app to enable an automated, omnichannel customer experience.
CRM & Loyalty
CX & Strategy
Technology & Transformation
IKEA
Value-Driven Automation for IKEA Family by Integrating Strategy, Data, and Technology
For more than nine years, we have driven the IKEA Family’s relationship and data strategy as a strategic lever for insight, engagement, and growth. We implemented Salesforce Marketing Cloud as an automation platform and integrated more than 12 layers of data. We combine advanced segmentation, personalization, analytics, and Test & Learn to make every interaction more relevant and increase the value of our relationships with B2C and B2B customers.
CRM & Loyalty
Data & Intelligence
Technology & Transformation
DKV
Definition of a platform’s value proposition that outlines the benefits for customers
After immersing ourselves in and gaining an understanding of the vision of various teams and departments (Customer Experience, Marketing, Sales), we collaboratively defined the company’s value proposition—a shared space designed to strengthen the brand’s connection with its customers.
CRM & Loyalty
CX & Strategy
Experience Design