Cementos Progreso has consolidated its commitment to excellence through a strategy focused on customer experience.
This approach has enabled the company to distinguish itself globally, standing out in the 2024 edition of the International Customer Experience Awards (ICXA).
The Customer Service pillar, included in Progreso’s Leadership Agenda, is the axis that guides its efforts.
Through its corporate program “Cuenta Conmigo” (Count on Me), the company trains and creates awareness in all its employees to guarantee exceptional service at every point of contact with the customer.
The customer experience management methodology enables Cementos Progreso to collect and analyze key information to execute innovative projects.
Cross-functional teams led by the corporate area work together to close the gap between customer expectations and what the company offers.
According to Luis Santizo, Customer Experience Corporate Manager, this process is cyclical: “We listen, measure and act according to market feedback. This has led us to design better processes, tools, and capabilities to offer a differentiating service.”
Cementos Progreso’s commitment and innovation were recognized in London during the ICXA 2024, where the company competed with international giants such as Lenovo and Saudi Electric Company. Progreso won Bronze in the Best B2B CX category for sustained results in the industrial segment.
Silver in Best User Experience for its digital tool “Cemproenlínea”, with an above 85% usage rate and also Silver in Best Customer Service for companies with more than 5,000 employees, highlighting the “Transformadores” project.
These awards reflect not only Cementos Progreso’s excellence, but also the positive impact of its approach on its customers.
Innovation that transcends borders
Cementos Progreso has transformed its relationship with customers through tools such as “Cemproenlínea,” launched in 2017.
This self-service platform not only facilitates transactions, but has also evolved to offer customized solutions.
In addition, the company has incorporated practices that continuously improve the customer experience, from implementing new processes to designing customized value propositions for key segments.
