CIOM

What CIOM does

CIOM is a privately held customer experience consultancy and proprietary technology platform that serves multi-branch retail and service chains across Latin America and the Caribbean. The company offers four core measurement products — Mystery Shopping (Cliente Misterioso), Voice of the Customer (Voz del Cliente via QR-based surveys), Operational Audits (Auditorías Operativas), and Competitor Monitoring (Monitoreo de Competencia) — which clients can purchase individually or bundle inside the flagship Programa de Transformación del Servicio™. The flagship program combines the four KPIs in a sequenced methodology with branch-leader training, certification, and dedicated accompaniment, priced from US$150 per branch per month. Underlying the products is the owned Plataforma CIOM, a web and native mobile application with geolocation validation, multimedia evidence capture, and AI layers that audit field evaluators' work, classify open-ended customer comments, and normalize data across branches.

The business model is primarily enterprise subscription with per-branch recurring pricing on the bundled program and unit or subscription pricing on individual KPIs (Mystery Shopping from US$35/evaluation, VOC from US$15/branch/month, Audits from US$35/audit, Competitor Monitoring from US$35/assessment). A paid Diagnostic Assessment precedes full-program commitment. Sales are consultative and sales-led, initiated through WhatsApp or website forms and targeting C-suite and operations directors at chains with 10–200 locations. The company reports 74+ leading brands, 11 countries, 26 years of operating history, over 1 million evaluations conducted, and an average +30% service-quality improvement across completed programs with zero failures. The firm is founder-led by Director General Alejandro Guzmán de San Félix, operates from Panama with regional presence across LatAm and the Caribbean, employs approximately 52 people, and has no disclosed external funding.

Name

CIOM

Legal name

CIOM

Website

https://home.ciom.tech

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

51–100 employees

Short description

CIOM is a customer experience consultancy and proprietary technology platform serving multi-branch retail and service chains across Latin America and the Caribbean, offering AI-augmented Mystery Shopping, Voice of Customer, Operational Audits, and Competitor Monitoring bundled within a Service Transformation Program.

Ownership category

akta.pro rank

Product category

Customer Experience Consulting

NAICS

Custom Computer Programming Services (541511)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Management Services (8741)

akta.pro primary industry

Customer Service/Support CRM & Contact Center Platforms (BPAFAFAK)

akta.pro secondary industry

Customer Experience (CX) & Service Excellence (EDABACAB)

Keywords

• Customer experience consulting
• Mystery shopping services
• Voice of customer measurement
• Operational audit services
• Retail service transformation

Headquarters

HQ city

Panama City

HQ country

Panama

HQ region

Latin America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Service Transformation Program: Full-program engagement combining mystery shopping, voice of customer, operative audits, and competitor monitoring with dedicated strategic accompaniment. Priced per branch per month (from US$150). Includes immersive onboarding, leader training, certification, and culture installation. Revenue is recurring per branch over a multi-month program term.
2. Individual KPI Services: Standalone measurement tools sold independently: Mystery Shopping (US$35-US$70 per evaluation), Voice of Customer via QR (US$15-US$39 per branch/month), Operative Audits (US$35-US$90 per audit), Competitor Monitoring (US$35-US$70 per assessment). Customers can hire individual measurement services without the full transformation program.
3. Diagnostic Assessment: Premium diagnostic product delivered after the free initial conversation. Provides the real baseline score of service quality. Sold as a distinct paid deliverable before the full program commitment.

Pricing tiers

Go-to-market motion2 records

Distribution channels2 records

Marketing channels5 records

Core offering

CIOM provides customer experience measurement and transformation services to multi-branch retail and service chains across Latin America and the Caribbean. The offering combines a proprietary web and mobile platform (Plataforma CIOM) that powers four measurement KPIs — Mystery Shopping, Voice of Customer, Operational Audits, and Competitor Monitoring — with a professional services layer of trained field evaluators, branch-leader certification, and strategic accompaniment delivered through the flagship Programa de Transformación del Servicio™.

Product overview

CIOM is a customer experience consultancy and technology platform serving leading retail and service chains across Latin America and the Caribbean. The offering is a unified platform-plus-professional-services model: a proprietary web and mobile platform (Plataforma CIOM) that powers four core measurement KPIs — Cliente Misterioso (Mystery Shopping), Voz del Cliente (VOC), Auditorías Operativas, and Monitoreo de Competencia — which can be engaged individually or combined through the flagship Programa de Transformación del Servicio™. The platform provides real-time dashboards, geolocation validation, multimedia evidence capture, and AI-powered data analysis; the professional services layer adds trained field evaluators, auditors and data collectors, branch-leader training and certification, and strategic accompaniment. Results are delivered through a continuous improvement methodology spanning 26 years.

Differentiator

Problem solved

Functional benefit

Brands

• Programa de Transformación del Servicio™: The company's flagship program that combines four KPIs in a structured order, with dedicated support and strategy, to develop teams and chart the path to building a new service culture.

Products and services

• Cliente Misterioso (Mystery Shopping) Omnichannel mystery shopping service that measures the real customer experience at each branch (in-store, phone, web, and app) using trained evaluators with report, photo, and hidden-camera video evidence plus geolocation validation, delivered via a proprietary real-time dashboard. Targeted at multi-branch retail and service chain operators.
• Voz del Cliente (VOC) Voice of the Customer program capturing real-time satisfaction data (CSAT, NPS) and open-ended feedback at each branch via QR-code surveys, analyzed with AI for topic, branch, and severity, and delivered through a real-time dashboard with branch comparisons and instant alerts for dissatisfied customers. Targeted at multi-branch chains.
• Auditorías Operativas (Operational Audits) Operational audit service verifying that each branch complies with defined standards (processes, protocols, inventory, image, safety, and hygiene), conducted by trained auditors without prior notice, with photographic evidence and AI-validated quality control, delivered via real-time compliance rankings. Targeted at operations-heavy multi-branch chains.
• Monitoreo de Competencia (Competitor Monitoring) Competitive intelligence service capturing competitor prices, promotions, displays, assortment, and sales conditions at each branch through in-field data collectors with photographic evidence and AI-normalized data, delivered via a real-time comparison dashboard. Targeted at price-competitive retail chains.
• Programa de Transformación del Servicio™ Flagship service transformation program integrating all four KPIs (Mystery Shopping, VOC, Operational Audits, Competitor Monitoring) in a sequenced methodology with dedicated accompaniment, branch-leader development and certification, and a structured path toward a lasting service culture. Priced from US$150 per branch per month. Targeted at multi-branch retail and service chains.
• Plataforma CIOM (Web and App) Proprietary web and mobile platform serving as the technological backbone for all CIOM services, providing real-time dashboards, geolocation validation, multimedia evidence capture, AI-powered data analysis and normalization, and alert systems used across all four KPI products. Targeted at CIOM's enterprise chain clients.

Quantifiable outcome

• +44% service improvement — Super 99 (Panama, 54 branches)
• +5 more outcomes

Named customers9 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration1 record

AI capability9 records

Feature6 records

Partnerships

Three partnerships are on record, tiered supporting infrastructure.

• Pipedrivesupporting infrastructureTechnology or IntegrationPipedrive is used as CIOM's CRM system where customer inquiries are registered to enable follow-up and relationship management. CIOM's contact form data is managed through Pipedrive.
• Google (Analytics and Ads)supporting infrastructureTechnology or IntegrationGoogle Analytics and Google Ads are used to measure website usage and campaign performance. Cookies (own and third-party) track pages viewed, session duration, visit origin, device type, and approximate IP address.
• Amazon Web Services (AWS)supporting infrastructureTechnology or IntegrationAWS provides the cloud infrastructure hosting the CIOM website and processing form submissions. All data in transit is encrypted.

Scale indicators7 records

Recent moves6 records

Expansion highlights6 records

Broad incumbents

• Medallia: Enterprise customer experience platform covering VOC, omnichannel surveys, and AI text analytics. Comparable in VOC analytics and AI comment classification; broader in scope and enterprise-heavy versus CIOM's mid-market chain focus in Latin America.
• Qualtrics (SAP): SAP-owned enterprise experience management platform with full VOC, NPS/CSAT, and CX analytics capabilities. Comparable as a direct competitor in voice-of-customer and structured CX measurement, though operating as broad SaaS versus CIOM's service-led LatAm offering.
• InMoment: Enterprise customer experience platform combining VOC, surveys, social listening, and AI-powered text and sentiment analytics. Comparable in VOC analytics and CX transformation methodology; broader portfolio and global scale versus CIOM's regional depth.

Direct peers

• Intouch Insight: Customer experience measurement company offering mystery shopping, customer surveys, mobile audits, and competitive intelligence for multi-location brands. Comparable business model and KPI mix to CIOM with proprietary technology overlays.
• Bare International: Global mystery shopping and customer experience measurement firm serving multi-unit retail, restaurant, and hospitality chains with omnichannel (in-store, phone, web) evaluations and field-audited reporting. Highly comparable to CIOM's Cliente Misterioso and competitive intelligence product lines.
• Market Force Information: Global mystery shopping, customer experience, and competitive intelligence provider serving multi-branch retail and restaurant brands. Direct comparable on the field-evaluation and competitor-monitoring KPIs that CIOM sells.

Emerging players

• Service Quality Institute (PCI): Long-standing customer service training and certification organization serving multi-branch chains globally. Comparable on the leader-training and certification layer of CIOM's Programa de Transformación del Servicio.
• CustomerGauge: B2B-focused customer experience measurement platform with NPS/Net Promoter analytics and account-level benchmarking. Comparable on the Voice of Customer and AI-driven comment analytics layers of CIOM's stack, smaller and more software-led.
• Service Strategies Corporation: Provider of service excellence training, certification, and CX consulting for multi-site operations. Comparable on the cultural-transformation and certification pillar of CIOM's program; smaller and U.S.-centric.

Others

• Shore (Contact Center Software): Cloud-based CRM and customer engagement platform targeting small and mid-market businesses in Europe and Latin America. Adjacent in providing customer-service technology at the multi-branch SMB/mid-market tier where CIOM also operates.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@ciomconsultora
• LinkedInlinkedin.com/company/ciomapp

Revenue estimate

Valuation estimate

Number of profiles

Profiles1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about CIOM