{"id":33204,"date":"2020-05-18T07:51:00","date_gmt":"2020-05-18T07:51:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ar-es\/?post_type=research-and-insight&#038;p=33204"},"modified":"2025-04-01T14:31:25","modified_gmt":"2025-04-01T14:31:25","slug":"la-era-de-la-experiencia-del-cliente-sin-contacto-fisico","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ar-es\/insights\/biblioteca-de-investigacion\/la-era-de-la-experiencia-del-cliente-sin-contacto-fisico\/","title":{"rendered":"La era de la experiencia del cliente sin contacto f\u00edsico"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2020\/05\/Capgemini_COVID-19-and-the-age-of-the-contactless-customer-experience-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer experience<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">La era de la experiencia del cliente sin contacto f\u00edsico<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Ganar la confianza de los consumidores en un mundo sin contacto<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/ar-es\/wp-content\/uploads\/sites\/28\/2023\/01\/La-era-de-la-experiencia-del-cliente-sin-contacto.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Descargar el informe<\/span><span class=\"type\">4 MB  pdf<\/span><\/a><\/div><\/div><\/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\/?post_type=research-and-insight&amp;p=33204\" 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\/?post_type=research-and-insight&amp;p=33204&amp;text=La%20era%20de%20la%20experiencia%20del%20cliente%20sin%20contacto%20f%C3%ADsico\" 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\/?post_type=research-and-insight&amp;p=33204&amp;text=La%20era%20de%20la%20experiencia%20del%20cliente%20sin%20contacto%20f%C3%ADsico\" 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<h2 class=\"wp-block-heading\" id=\"h-un-futuro-sin-contacto-ya-no-es-una-posibilidad-remota\"><strong>Un futuro sin contacto ya no es una posibilidad remota.<\/strong><\/h2>\n\n\n\n<p>Esta pandemia ha tenido un efecto indeleble en el comportamiento del consumidor, en particular cambiando las prioridades hacia la salud y la seguridad. Es por eso que el Capgemini Research Institute est\u00e1 lanzando una serie de notas de investigaci\u00f3n con orientaci\u00f3n pragm\u00e1tica sobre c\u00f3mo las organizaciones pueden tomar medidas sobre las cosas que importan a ra\u00edz de COVID-19.<\/p>\n\n\n\n<p><strong>La era de la experiencia del cliente sin contacto: ganar la confianza de los consumidores en un mundo sin contacto<\/strong>, observamos c\u00f3mo nuestro deseo de minimizar el contacto f\u00edsico est\u00e1 impulsando la demanda de interacci\u00f3n sin contacto.<\/p>\n\n\n\n<p>Hablamos con m\u00e1s de 4,800 consumidores y m\u00e1s de 950 ejecutivos de 12 principales econom\u00edas para comprender c\u00f3mo las organizaciones pueden redise\u00f1ar la experiencia del cliente para satisfacer esta nueva exigencia si la demanda de interacciones sin contacto durara m\u00e1s que esta pandemia y c\u00f3mo las organizaciones deben abordar las preocupaciones de los consumidores sobre los datos, seguridad y privacidad.<\/p>\n\n\n\n<p>Las personas est\u00e1n revaluando la forma en que interact\u00faan con las organizaciones, exigiendo un nuevo tipo de experiencia remota para el cliente. De hecho, el 62% de los consumidores esperan aumentar el uso de tecnolog\u00edas sin contacto una vez que esta crisis desaparezca. Por lo tanto, las organizaciones deber\u00edan centrarse en tecnolog\u00edas emergentes como las interfaces vocales, el reconocimiento facial y las aplicaciones basadas en dispositivos m\u00f3viles, al tiempo que abordan las preocupaciones cr\u00edticas sobre la privacidad y la seguridad de los datos con pol\u00edticas justas y transparentes.<\/p>\n\n\n\n<p>Mientras navegamos juntos por esta crisis sin precedentes, esperamos que estas notas de investigaci\u00f3n arrojen algo de luz sobre la experiencia del cliente sin contacto. Escr\u00edbenos para m\u00e1s informaci\u00f3n:<\/p>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><\/div><div class=\"  col-md-12\"><div class=\"autoCloudForm\">\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_34318_3645892357\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_9256_3440_1637625357\" name=\"_mf_9256_3440\" placeholder=\"Nombre\" required \/><label for=\"_mf_9256_3440_1637625357\" class=\"form-label\">Nombre <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\" 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class=\"form-check-label consent-text\">\n\t\t\t\tAl enviar este formulario, entiendo que mi informaci\u00f3n ser\u00e1 procesada por Capgemini como se indica arriba, y como se describe en los <a href=\"https:\/\/www.capgemini.com\/terms-of-use\/\">t\u00e9rminos de uso<\/a>.  &nbsp;\t\t\t<\/label>\n\n\t\t<\/div>\n\t\t<\/div>\t\t\t<div class=\"mf_field mf_field--recaptcha\">\n\t\t\t\t<div class=\"g-recaptcha\" data-sitekey=\"6Lc3OpIUAAAAADY4ErEHF0HF6Tr7vuknduDU-fbl\"><\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"mf_field mf_field--submit\" >\n\t\t\t\t<div class=\"slide-button-background button-background\">\n\t\t\t\t\t<label for=\"slider-submit-_mf_9256_6840\" class=\"slide-text\">\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/label>\n\t\t\t\t\t<input\n\t\t\t\t\t\tid=\"slider-submit-_mf_9256_6840\"\n\t\t\t\t\t\ttype=\"range\"\n\t\t\t\t\t\tclass=\"mf_field__input 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