{"id":127099,"date":"2022-12-16T16:00:04","date_gmt":"2022-12-16T21:00:04","guid":{"rendered":"https:\/\/news.sap.com\/latinamerica\/?p=127099"},"modified":"2023-11-08T17:29:16","modified_gmt":"2023-11-08T22:29:16","slug":"tendencias-que-impactaran-la-experiencia-del-cliente-bl0g","status":"publish","type":"post","link":"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/","title":{"rendered":"Tendencias que impactar\u00e1n la experiencia del cliente"},"content":{"rendered":"<p class=\"lead\"><em>El consumidor de hoy sabe lo que es posible con la combinaci\u00f3n de datos, conocimientos avanzados, tecnolog\u00eda moderna y canales de comunicaci\u00f3n ampliados. M\u00e1s que nunca, el servicio al cliente es tanto un diferenciador como un acelerador del crecimiento.<\/em> <em>\u00bfCu\u00e1les son las tendencias y c\u00f3mo preparan las marcas sus estrategias de CX para el futuro?<\/em><\/p>\n<p><!--more--><\/p>\n<p>&nbsp;<\/p>\n<p>El 95 % de las compras se realizar\u00e1n en l\u00ednea para 2040, seg\u00fan un informe de Nasdaq y si bien esto no es una sorpresa, ya que este cambio en los h\u00e1bitos de compra de los consumidores ya est\u00e1 en marcha desde hace tiempo, las empresas y marcas ahora est\u00e1n bajo m\u00e1s presi\u00f3n que nunca, para brindarles a los clientes experiencias digitales gratificantes, fluidas y memorables, lo cual se relaciona con lo que hoy los consumidores buscan de la mayor\u00eda de las empresas, la mejora de experiencias.<\/p>\n<p>&nbsp;<\/p>\n<p>Hoy en d\u00eda, una gran experiencia del cliente va m\u00e1s all\u00e1 de no cometer errores, por ejemplo:<\/p>\n<ul>\n<li>Facilidad de compromiso<\/li>\n<li>Capacidad de respuesta<\/li>\n<li>Empat\u00eda<\/li>\n<li>Transparencia<\/li>\n<\/ul>\n<p>No cumplir con cualquiera de estas \u00e1reas puede resultar en una disminuci\u00f3n de confianza y lealtad o la p\u00e9rdida de una relaci\u00f3n duradera.<\/p>\n<p>&nbsp;<\/p>\n<h2><strong>A continuaci\u00f3n, hablemos de algunas de las tendencias que llegar\u00e1n en 2023:<\/strong><\/h2>\n<p>&nbsp;<\/p>\n<h4><strong>Experiencias digitales entretenidas<\/strong><\/h4>\n<p>A trav\u00e9s de plataformas como el comercio social, vamos a pasar de la comodidad a experiencias entretenidas, compartidas y en vivo. Dado que el comercio social ya representa el 14% de las ventas totales de comercio electr\u00f3nico de China, se predice que seguir\u00e1 creciendo, especialmente entre los consumidores de la Generaci\u00f3n Z.<\/p>\n<p><strong>Lo inmersivo es la nueva normalidad<\/strong><\/p>\n<p>Las marcas comenzar\u00e1n a implementar tecnolog\u00edas que permitan a los clientes interactuar con los productos en l\u00ednea, por ejemplo, podr\u00e1n probar cosas a trav\u00e9s de avatares virtuales.<\/p>\n<p><strong>Las marcas abandonar\u00e1n la demograf\u00eda por el comportamiento<\/strong><\/p>\n<p>\u201cLa forma en que la mayor\u00eda de las marcas segmentan sus audiencias en l\u00ednea es obsoleta\u201d, dice Zoe Allen, CRO y l\u00edder de personalizaci\u00f3n en Decathlon. Ella cree que debemos ir m\u00e1s all\u00e1 de la demograf\u00eda para mejorar la experiencia del cliente para el usuario promedio.<\/p>\n<p>\u201cEl problema es que no existe el usuario promedio\u201d, dice Zoe. Entonces, cuando se trata de segmentar, las empresas deben mirar el comportamiento de la audiencia, no sus atributos. Necesitamos profundizar en los gustos, disgustos, influencias y experiencias de vida de nuestros clientes que son \u00fanicos para ellos. \u201cPorque nuestra demograf\u00eda no define qui\u00e9nes somos; nuestras acciones s\u00ed\u201d.<\/p>\n<p><strong>Las marcas se convertir\u00e1n (y deber\u00edan) convertirse en boutiques<\/strong><\/p>\n<p>Es hora de que resurjan los expertos en productos y las experiencias personales, donde los minoristas expertos en categor\u00edas, que conocen su categor\u00eda y cat\u00e1logo de adentro hacia afuera sean quienes brinden m\u00e1s experiencias humanas en l\u00ednea, lo que garantizar\u00e1 un servicio personalizado. No se trata a los clientes como tr\u00e1fico para convertir, se tratan como personas.<\/p>\n<p>&nbsp;<\/p>\n<p>Muchas empresas han decidido invertir en herramientas de experiencia del cliente y como resultado, prev\u00e9n un aumento en sus presupuestos y en el trabajo en s\u00ed, adem\u00e1s de darle a los clientes mejoras o nuevas herramientas que los acompa\u00f1en en todo el proceso o ciclo de compra y refuercen la lealtad o los hagan quedarse si son nuevos clientes.<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.facebook.com\/SAPlatinoamerica\" target=\"_blank\" rel=\"noopener\">Facebook<\/a>\u00a0\/\u00a0<a href=\"https:\/\/twitter.com\/SAPLatinAmerica\" target=\"_blank\" rel=\"noopener\">Twitter<\/a>\u00a0\/\u00a0<a href=\"https:\/\/www.linkedin.com\/company\/sap\" target=\"_blank\" rel=\"noopener\">LinkedIn<\/a>\u00a0\/\u00a0<a href=\"https:\/\/instagram.com\/SAPLatinamerica\/\" target=\"_blank\" rel=\"noopener\">Instagram<\/a><\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<p>\u00a9 2022 51风流SE. All rights reserved. 51风流and other 51风流products and services mentioned herein as well as their respective logos are trademarks or registered trademarks of 51风流SE in Germany and other countries. Please see <a href=\"http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark\" target=\"_blank\" rel=\"noopener\">http:\/\/www.sap.com\/corporate-en\/legal\/copyright\/index.epx#trademark<\/a> for additional trademark information and notices.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>El consumidor de hoy sabe lo que es posible con la combinaci\u00f3n de datos, conocimientos avanzados, tecnolog\u00eda moderna y canales de comunicaci\u00f3n ampliados. M\u00e1s que&#8230;<\/p>\n","protected":false},"author":522,"featured_media":127100,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"categories":[5599302],"tags":[56556,56559,34845,5600361,5550870,26382,269944],"series":[],"region":[26401],"sapn-display":[5600442,5600440,52078,52079,53499],"sapn-type":[6114],"class_list":["post-127099","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm-experiencia-del-cliente","tag-blog-2","tag-blog-de-innovacion-de-sap","tag-customer-experience","tag-cx","tag-tecnologia","tag-tendencias","tag-transformacion-digital","region-latinoamerica","sapn-display-articulo-destacado","sapn-display-articulo-principal","sapn-display-homepage-hero","sapn-display-top-stories","sapn-display-hero","sapn-type-articulo"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.9 (Yoast SEO v26.9) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Tendencias que impactar\u00e1n la experiencia del cliente - 51风流News Center Latinoam\u00e9rica<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/\" \/>\n<meta property=\"og:locale\" content=\"es_MX\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tendencias que impactar\u00e1n la experiencia del cliente\" \/>\n<meta property=\"og:description\" content=\"El consumidor de hoy sabe lo que es posible con la combinaci\u00f3n de datos, conocimientos avanzados, tecnolog\u00eda moderna y canales de comunicaci\u00f3n ampliados. M\u00e1s que nunca, el servicio al cliente es tanto un diferenciador como un acelerador del crecimiento. \u00bfCu\u00e1les son las tendencias y c\u00f3mo preparan las marcas sus estrategias de CX para el futuro?\" \/>\n<meta property=\"og:url\" content=\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/\" \/>\n<meta property=\"og:site_name\" content=\"51风流News Center Latinoam\u00e9rica\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/SAPlatinoamerica\" \/>\n<meta property=\"article:author\" content=\"https:\/\/www.facebook.com\/SAPlatinoamerica\" \/>\n<meta property=\"article:published_time\" content=\"2022-12-16T21:00:04+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-11-08T22:29:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/news.sap.com\/latinamerica\/files\/2022\/12\/16\/295467_GettyImages-1090694296_medium_jpg.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"2121\" \/>\n\t<meta property=\"og:image:height\" content=\"1414\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"51风流Blog de Innovaci\u00f3n\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"51风流Blog de Innovaci\u00f3n\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/\"},\"author\":{\"name\":\"51风流Blog de Innovaci\u00f3n\",\"@id\":\"https:\/\/news.sap.com\/latinamerica\/#\/schema\/person\/ce7d732e60a2133d7402c038db668294\"},\"headline\":\"Tendencias que impactar\u00e1n la experiencia del cliente\",\"datePublished\":\"2022-12-16T21:00:04+00:00\",\"dateModified\":\"2023-11-08T22:29:16+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/\"},\"wordCount\":644,\"publisher\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/#organization\"},\"image\":{\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/news.sap.com\/latinamerica\/files\/2022\/12\/16\/295467_GettyImages-1090694296_medium_jpg.jpg\",\"keywords\":[\"blog\",\"Blog de Innovaci\u00f3n de SAP\",\"customer experience\",\"CX\",\"tecnolog\u00eda\",\"tendencias\",\"transformaci\u00f3n digital\"],\"articleSection\":[\"CRM y experiencia del cliente\"],\"inLanguage\":\"es\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/\",\"url\":\"https:\/\/news.sap.com\/latinamerica\/2022\/12\/tendencias-que-impactaran-la-experiencia-del-cliente-bl0g\/\",\"name\":\"Tendencias que impactar\u00e1n la experiencia del cliente - 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