{"id":32421,"date":"2018-03-27T19:53:00","date_gmt":"2018-03-27T19:53:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?p=32421"},"modified":"2025-03-28T10:07:52","modified_gmt":"2025-03-28T10:07:52","slug":"hacia-un-cliente-360-inteligente","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/expert-perspectives\/hacia-un-cliente-360-inteligente\/","title":{"rendered":"Hacia un Cliente 360 inteligente"},"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>Hacia un Cliente 360 inteligente<\/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\">2018-03-27<\/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=32421\" 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=32421&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=32421&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<h4 class=\"wp-block-heading\" id=\"h-como-pueden-los-fabricantes-alcanzar-el-potencial-de-la-revolucion-industrial\">\u00bfC\u00f3mo pueden los fabricantes alcanzar el potencial de la revoluci\u00f3n industrial?<\/h4>\n\n\n\n<p>El sector de industrias discretas est\u00e1 tomando los pasos correctos hacia c\u00f3mputo cognitivo y automatizaci\u00f3n de procesos robotizada (RPA) al usar el modelo \u201cF\u00e1brica Inteligente\u201d para alcanzar la excelencia operacional. De acuerdo al reporte&nbsp; <em>&nbsp;<a href=\"\/ar-es\/insights\/biblioteca-de-investigacion\/smart-factories-como-aprovechar-el-potencial-de-la-revolucion-industrial-digital\/\">\u201cF\u00e1bricas Inteligentes: c\u00f3mo aprovechar el potencial de la revoluci\u00f3n industrial digital\u201d<\/a><\/em>&nbsp; de Capgemini, se ha obtenido un beneficio promedio de 20%, 19% y 17% en la industria de manufactura, automotriz y aeroespacial y defensa respectivamente, al adoptar una iniciativa de f\u00e1brica inteligente.<\/p>\n\n\n\n<p>\u00bfPero, qu\u00e9 pasa con el cliente en la era de las f\u00e1bricas inteligentes?<\/p>\n\n\n\n<p>\u00bfC\u00f3mo pueden las f\u00e1bricas inteligentes atender las necesidades del cliente, y reunir toda la informaci\u00f3n \u2018inteligente\u2019 relevante para satisfacer al cliente y habilitarlo para tomar las decisiones correctas, desde cualquier canal?<\/p>\n\n\n\n<p>Llevar al cliente al canal correcto es el primer paso. Despu\u00e9s, el cliente debe poder visualizar su base instalada y revisar los detalles de su cuenta, as\u00ed como los detalles de cualquier acuerdo de servicio o contrato existente.<\/p>\n\n\n\n<p>Los servicios conectados m\u00e1s recientes brindan una visi\u00f3n transparente de los activos conectados bajo contexto (no s\u00f3lo una gr\u00e1fica recolectada de un servicio en la nube) y dejan al cliente encantado de ver&nbsp; la informaci\u00f3n relevante de una forma que muestra instant\u00e1neamente si todo funciona adecuadamente o no.<\/p>\n\n\n\n<p>La siguiente funci\u00f3n inteligente ser\u00eda entregar una experiencia \u00fanica y llevar las partes y&nbsp; servicios necesitados para los activos instalados, o para venta cruzada o venta aumentada \u2013&nbsp; no s\u00f3lo para partes o servicios, tambi\u00e9n para informaci\u00f3n. Con esto me refiero al contenido (por ejemplo un video o art\u00edculo) que dar\u00eda contexto a la informaci\u00f3n t\u00e9cnica, explique las rutinas de operaci\u00f3n y mantenimiento b\u00e1sico, o brinde registro e informaci\u00f3n para campa\u00f1as personalizadas de marketing.<\/p>\n\n\n\n<p>Al obtener percepciones de sus m\u00e1quinas conectadas, el cliente evitar\u00e1 fallas y largos tiempos de espera para contactar a un agente \u2013&nbsp; el chatbot ya deber\u00eda haber notado que hay un problema y sugerir soluciones para un resultado \u00f3ptimo.<\/p>\n\n\n\n<p>As\u00ed es como una visi\u00f3n Cliente 360\u00b0 Inteligente debe definirse dentro del mundo digital. As\u00ed es como yo, el comprador, puedo obtener satisfacci\u00f3n, esperar el mejor servicio al cliente y tener una visi\u00f3n total de mis \u00f3rdenes y actividades de servicio en una sola plataforma en l\u00ednea.<\/p>\n\n\n\n<p>Tambi\u00e9n es tiempo de pensar en el impacto potencial del comercio conversacional en la industria de manufactura discreta. El reporte&nbsp;<a href=\"\/ar-es\/insights\/biblioteca-de-investigacion\/comercio-conversacional-por-capgemini\/\">Comercio Conversacional de Capgemini<\/a>&nbsp;indica que: \u201cLas predicciones del MIT Auto ID Lab muestran un crecimiento anual de 653%, m\u00e1s del doble que el crecimiento de tel\u00e9fonos inteligentes.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/24\/2017\/12\/dotcom-banner_1540-x-600px_fastdigital_20171213-12-1.jpg?w=300\" alt=\"\" class=\"wp-image-12909\"\/><\/figure>\n\n\n\n<p>Las tecnolog\u00edas IA y chatbots entregan informaci\u00f3n hipercontextual al usuario, impulsando un mejor entendimiento y mejores predicciones sobre la base clientes con instalaci\u00f3n con m\u00e1quinas conectadas.<\/p>\n\n\n\n<p>En 2017, el enfoque Comercio Transparente de Capgemini enfrent\u00f3 los retos del cambiante ambiente B2B y el inicio de un viaje habilitado por digital y omnicanal. Aprendimos que crear una experiencia \u00fanica es clave para que el comprador llegue al punto final. La pregunta es \u00bfc\u00f3mo podemos aprovechar esta experiencia y llevarla hacia la industria discreta?<\/p>\n\n\n\n<p><strong>Una talla no le queda a todos&nbsp;<\/strong><\/p>\n\n\n\n<p>No hay una soluci\u00f3n o respuesta f\u00e1cil. Los habilitadores de industrias discretas deben ayudar al cliente a trav\u00e9s del ciclo, no s\u00f3lo cuando tengan un problema. A esto lo llamo \u201cServicio Contextual al Cliente\u201d donde, durante la experiencia en l\u00ednea, la informaci\u00f3n de los activos del cliente se enriquece con IA y se entrega a trav\u00e9s de un chatbot como un ejemplo para brindar informaci\u00f3n relevante y alcanzar una soluci\u00f3n m\u00e1s r\u00e1pida.<\/p>\n\n\n\n<p>Ofrecer puntos de contacto clave, usando informaci\u00f3n en tiempo real obtenida de los activos en funcionamiento o de la fase de construcci\u00f3n de la orden es uno de los factores de \u00e9xito para entregar un servicio al cliente inteligente y llevar la experiencia del cliente al siguiente nivel.<\/p>\n\n\n\n<p>\u00bfQu\u00e9 se debe alcanzar para entregar un servicio al cliente \u00f3ptimo y alcanzar una representaci\u00f3n inteligente de cliente 360\u00b0?<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Conectar a la empresa con las personas que requieren la informaci\u00f3n correcta entre todos los canales de demanda y cumplimiento mientras buscan comprar u obtener datos desde cualquier dispositivo, en cualquier momento, con visibilidad en tiempo real de niveles de inventario, costos, informaci\u00f3n de env\u00edo, y datos de la base de instalaci\u00f3n.<\/li>\n\n\n\n<li>Entregar contenido relevante y conocimientos clave a trav\u00e9s de tecnolog\u00edas y medios digitales visuales&nbsp;(video, 2D\/3D\/VR)<\/li>\n\n\n\n<li>Visualizaci\u00f3n de la base de instalaci\u00f3n y&nbsp; activos en funcionamiento, ya que los clientes esperan una experiencia digital intuitiva, responsiva y f\u00e1cil de navegar.<\/li>\n\n\n\n<li>Apoyar el proceso de construcci\u00f3n de \u00f3rdenes e impulsar la venta cruzada y venta aumentada desde una tienda dedicada para vender partes, servicios y maquinaria en tiempo.<\/li>\n\n\n\n<li>Entregar actividades contextuales de un contrato de servicio planeado o las mejores acciones a seguir en caso de falla, ya que los clientes est\u00e1n hartos de la informaci\u00f3n imprecisa, en especial cuando se trata de un pedido de emergencia o al tratar de poner en funcionamiento la maquinaria.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/24\/2018\/02\/towards-asmartcust_blog-image-18.jpg?w=300\" alt=\"\" class=\"wp-image-14718\"\/><\/figure>\n\n\n\n<p><strong><a href=\"\/ar-es\/servicios\/fast-digital-4-discrete-industries-by-sap-and-capgemini\/\">Fast Digital 4 Discrete Industries<\/a> (FD4DI) de SAP y Capgemini<\/strong>&nbsp;ayuda a los fabricantes a crear productos, activos y operaciones inteligentes y conectados,&nbsp; que ofrecen el potencial para la reducci\u00f3n del tiempo de lanzamiento al mercado, ganancias de productividad, ahorro, y nuevas fuentes de ingreso.<\/p>\n\n\n\n<p>Esta iniciativa en conjunto ayuda a nuestros clientes a administrar su transformaci\u00f3n digital mientras buscan adoptar conceptos innovadores impulsados en Industry 4.0, el internet de las cosas industrial (iIoT), Cloud, Big Data, Automatizaci\u00f3n Inteligente, Inteligencia Artificial (IA), Aprendizaje Autom\u00e1tico y Digital Twins.<\/p>\n\n\n\n<p><strong>Llevando <a href=\"\/ar-es\/servicios\/digital-customer-360\/\">Cliente 360<\/a> a la vida<\/strong><\/p>\n\n\n\n<p>Para lograr \u00e9sto y llegar a un cliente 360 inteligente que satisfaga las expectativas B2C, sobreponerse a los conflictos de canales, trascender la transacci\u00f3n y brindar una fuente \u00fanica de informaci\u00f3n para el ecosistema, Capgemini y SAP han creado un esquema de trabajo que puedes aprovechar. Este esquema de trabajo incluye las piezas fundamentales para nuestro enfoque transparente y conectado que trabaja de forma arm\u00f3nica desde la interacci\u00f3n con el cliente, cadena de suministro extendida, abastecimiento, finanzas y recursos humanos, junto con percepciones obtenidas en tiempo real de las operaciones y de forma externa a trav\u00e9s de m\u00e1quinas e IoT, para atender y encantar a los clientes.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":336,"featured_media":32422,"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\":\"b1490394-fc32-448d-bf1b-9e47f2bde1da\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false}","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":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":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"brand":[],"service":[100],"industry":[112],"partners":[],"blog-topic":[47],"content-group":[],"class_list":["post-32421","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":"<!-- 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