{"id":2571,"date":"2022-08-09T12:37:38","date_gmt":"2022-08-09T10:37:38","guid":{"rendered":"https:\/\/consultingc3blog.com\/?p=2571"},"modified":"2023-06-07T10:15:45","modified_gmt":"2023-06-07T10:15:45","slug":"total-experience-el-futuro-de-la-experiencia-de-cliente-engloba-la-cx-y-la-ex","status":"publish","type":"post","link":"https:\/\/www.consultingc3.com\/blog\/total-experience-el-futuro-de-la-experiencia-de-cliente-engloba-la-cx-y-la-ex\/","title":{"rendered":"<strong>Total experience: el futuro de la experiencia de cliente engloba la CX y la EX<\/strong>"},"content":{"rendered":"\n<p>Despu\u00e9s de muchos a\u00f1os con casi todo el sector enfocado&nbsp;<strong>en la multicanalidad, omnicanalidad, la experiencia de los clientes y KPIs de ventas basados en machacar las bases de datos haciendo llamadas y m\u00e1s llamadas<\/strong>, hab\u00eda unas voces por ah\u00ed, que aparte de cuestionar todo este caos, llamaban la atenci\u00f3n para que se cuidase un poco a los agentes, supervisores y administradores y darles un poco de cari\u00f1o en forma de herramientas que les ayudasen a hacer bien su trabajo y sentirse realizados con sus tareas diarias.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Nuevas herramientas para retener talento&nbsp;<\/strong><\/h2>\n\n\n\n<p>Pasaron los a\u00f1os, y con el cambio generacional que se est\u00e1 produciendo en casi todos los sectores, con un trabajador cada vez m\u00e1s preparado, m\u00e1s exigente y ambicioso, antes de aceptar una oferta de trabajo, uno de los puntos que negocia en las entrevistas (casi al mismo nivel que el sueldo, los beneficios sociales o los horarios) son las herramientas y tecnolog\u00edas que van a usar para acometer sus tareas. Seg\u00fan Forrester,<strong>&nbsp;una&nbsp;mejor experiencia&nbsp;de los empleados conduce a una menor rotaci\u00f3n de personal<\/strong>&nbsp;y a la reducci\u00f3n de los costes de contrataci\u00f3n.<\/p>\n\n\n\n<p>Una de las formas m\u00e1s inteligentes para retener talento es ofrecer nuevas herramientas que puedan ayudar en la evoluci\u00f3n y el plan de carrera de los empleados. Tambi\u00e9n desde RRHH de muchas empresas han encontrado un fil\u00f3n en este tema y lo est\u00e1n usando como reclamo para captar talento. Seg\u00fan varios estudios<strong>&nbsp;casi el 40% de los equipos creen que carecen de herramientas para desenvolverse bien.<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Ofrecer una experiencia total&nbsp;<\/strong><strong><\/strong><\/h2>\n\n\n\n<p>Aunque realmente lo viejo no est\u00e1 re\u00f1ido con lo nuevo (la CX no est\u00e1 re\u00f1ida con la UX), ya que el futuro de la experiencia pasar\u00e1 por la TX (Total Experience) combinando CX y EX, y aprovechando las sinergias de ambas. En el 2024 las organizaciones que ofrezcan una experiencia total superar\u00e1n a sus competidores en un 25% en las m\u00e9tricas de satisfacci\u00f3n tanto de CX como de EX, y en el 2026, la firma espera que<strong>&nbsp;el 60% de las grandes empresas empleen una estrategia de experiencia total para transformar sus modelos de negocio<\/strong>&nbsp;y lograr niveles de retenci\u00f3n de los clientes y empleados de clase mundial en los que ambos grupos est\u00e9n motivados para promover la marca corporativa.<\/p>\n\n\n\n<p><a href=\"http:\/\/www.consultingc3.com\">www.consultingc3.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Despu\u00e9s de muchos a\u00f1os con casi todo el sector enfocado&nbsp;en la multicanalidad, omnicanalidad, la experiencia de los clientes y KPIs de ventas basados en machacar las bases de datos haciendo llamadas y m\u00e1s llamadas, hab\u00eda unas voces por ah\u00ed, que aparte de cuestionar todo este caos, llamaban la atenci\u00f3n para que se cuidase un poco [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":2574,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":["post-2571","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-noticias"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - 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