{"id":32310,"date":"2019-04-30T18:53:00","date_gmt":"2019-04-30T18:53:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?p=32310"},"modified":"2025-03-28T09:52:19","modified_gmt":"2025-03-28T09:52:19","slug":"que-es-realmente-una-experiencia-de-cliente-digital","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/expert-perspectives\/que-es-realmente-una-experiencia-de-cliente-digital\/","title":{"rendered":"\u00bfQu\u00e9 es realmente una experiencia de cliente digital?"},"content":{"rendered":"\n<p><\/p>\n\n\n\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>\u00bfQu\u00e9 es realmente una experiencia de cliente digital?<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/9\/2021\/08\/cg-logo-3.png?w=330?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Capgemini<\/h5><h5 class=\"blog-date\">2019-04-30<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ar-es\/?p=32310\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/ar-es\/?p=32310&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ar-es\/?p=32310&amp;text=\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<p>Entonces, \u00bfqu\u00e9 es realmente una experiencia de cliente digital? \u00bfY en qu\u00e9 se diferencia de la experiencia del mundo real de un cliente entrando a tu tienda, o llamando a tu centro de atenci\u00f3n telef\u00f3nica? A menudo, esto se describe como \u201ctener una experiencia de marca com\u00fan y consistente\u201d, lo cual est\u00e1 muy bien pero es realmente muy dif\u00edcil de definir.<\/p>\n\n\n\n<p>Para ayudar a que esto sea m\u00e1s tangible, perm\u00edteme describir un ejemplo de la vida real. Uno de tus clientes se sienta en su casa un jueves, navegando por tu sitio web buscando un vestido de fiesta para la noche del s\u00e1bado. Habiendo revisado otros comentarios de clientes y visto tu promesa de entrega \u201cal d\u00eda siguiente\u201d, ella compra el vestido en l\u00ednea.<\/p>\n\n\n\n<p>Al mediod\u00eda del viernes, el vestido no ha llegado, por lo que ella llama a tu centro de atenci\u00f3n telef\u00f3nica y, al poco tiempo, localiza el pedido (para lo cual necesitan muchos detalles de sus datos) y s\u00f3lo pueden confirmar que existe el pedido y que ha sido marcado como despachado. No pueden dar ninguna garant\u00eda de que llegar\u00e1 hoy.<\/p>\n\n\n\n<p>La pregunta es, \u00bfqu\u00e9 tan equipado est\u00e1 tu personal en la tienda para responder a esto? \u00bfTienen acceso al pedido de eCommerce? \u00bfPueden reemplazar el pedido de comercio electr\u00f3nico con esta compra f\u00edsica? En \u00faltima instancia, \u00bfest\u00e1n capacitados para deleitar al cliente, habilitados por tus sistemas? \u00bfOfreces una \u201cExperiencia de todos los canales\u201d que enlaza a la perfecci\u00f3n los mundos en l\u00ednea y f\u00edsicos?<\/p>\n\n\n\n<p>Despu\u00e9s de todo, tu cliente no ve la diferencia entre el vestido en l\u00ednea y el de la tienda, o la diferencia entre el gasto de su propio efectivo a trav\u00e9s de un canal u otro. No ven \u201ccanales\u201d, ven \u201cservicio\u201d.<\/p>\n\n\n\n<p>Este desaf\u00edo no se trata s\u00f3lo de los sistemas de TI, sino que abarca el modelo operativo completo de tu negocio. La forma en que reacciona tu personal depende de los procesos, de c\u00f3mo est\u00e1n capacitados, as\u00ed como de los mecanismos de recompensa establecidos para ellos.<\/p>\n\n\n\n<p>Si deseas obtener m\u00e1s informaci\u00f3n sobre nuestro enfoque de la experiencia digital del cliente y nuestra visi\u00f3n \u00fanica de la experiencia de todos los canales, con las soluciones Oracle CX, ponte en contacto con nosotros: connect.mx@capgemini.com<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":32311,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"e80007c9-9ef8-4b2d-8258-c5e03c5da4d4\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[],"service":[100],"industry":[112],"partners":[],"blog-topic":[47],"content-group":[],"class_list":["post-32310","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","service-customer-experience","industry-consumer-products","blog-topic-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>\u00bfQu\u00e9 es realmente una experiencia de cliente digital? | Capgemini<\/title>\n<meta name=\"description\" content=\"Las experiencias digitales est\u00e1n ganando terreno en la forma de comprar de los clientes, \u00bfest\u00e1s preparado para la transformaci\u00f3n digital? 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