{"id":544225,"date":"2023-03-30T14:54:14","date_gmt":"2023-03-30T12:54:14","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=877860"},"modified":"2025-03-12T08:38:26","modified_gmt":"2025-03-12T07:38:26","slug":"reimagining-the-financial-services-omnichannel-customer-experience","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/es-es\/investigacion\/biblioteca-de-investigacion\/reimagining-the-financial-services-omnichannel-customer-experience\/","title":{"rendered":"Replantear la experiencia del cliente omnicanal de servicios financieros"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=2880&amp;quality=70 1x, 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https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 44%\" 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 first<\/span><\/div><\/div><div class=\"brandInfo\"><div class=\"brandLogo\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2020\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\"\/><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Replantear la experiencia del cliente omnicanal de servicios financieros<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/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\/?post_type=research-and-insight&amp;p=877860\" 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\/?post_type=research-and-insight&amp;p=877860&amp;text=Reimagining%20the%20financial%20services%20omnichannel%20customer%20experience\" 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\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=877860&amp;text=Reimagining%20the%20financial%20services%20omnichannel%20customer%20experience\" 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<h3 class=\"wp-block-heading\" id=\"h-aumentar-la-competitividad-y-ofrecer-una-experiencia-de-cliente-dinamica-a-traves-de-los-datos-contexto-e-inteligencia-en-todas-las-plataformas\">Aumentar la competitividad y ofrecer una experiencia de cliente din\u00e1mica a trav\u00e9s de los datos, contexto e inteligencia en todas las plataformas<\/h3>\n\n\n\n<p>El 73 % de los clientes cree que las empresas deben conocer sus expectativas, mientras que el 62\u00a0% espera que se anticipen de forma proactiva a sus necesidades.<sup>1<\/sup> Atender a los clientes de manera eficiente y sin fisuras en todos los canales es fundamental para brindar una experiencia satisfactoria al cliente. Esto ha llevado a las empresas de servicios financieros a realizar inversiones en inteligencia artificial (IA) y aprendizaje autom\u00e1tico (ML) para mejorar la experiencia omnicanal. A pesar de estos esfuerzos, todav\u00eda hay mucho margen de mejora.<\/p>\n<p><!-- \/wp:p\u00e1rrafo --><\/p>\n<p><!-- wp:p\u00e1rrafo --><\/p>\n<p>Las tecnolog\u00edas y las capas de inteligencia que no se comunican entre s\u00ed conducen a una experiencia del cliente desconectada. Las empresas pueden adoptar un enfoque diferente mediante la creaci\u00f3n de un centro de datos de experiencia del cliente que unifique la informaci\u00f3n sobre los clientes y luego aplique IA y ML para admitir una variedad de aplicaciones orientadas al cliente. Este centro central permite a las empresas anticipar las motivaciones de los contactos entrantes de los clientes en todos los canales y brindar de manera proactiva la ayuda que necesitan.<\/p>\n\n\n\n<p><!-- wp:p\u00e1rrafo --><\/p>\n<p>Descarga nuestro \u00faltimo punto de vista sobre la reinvenci\u00f3n de la experiencia del cliente omnicanal de servicios financieros para ver c\u00f3mo:<\/p>\n<p><!-- \/wp:p\u00e1rrafo --><\/p>\n<p><!-- wp: lista --><\/p>\n<ul>\n<li>Aumentar las recomendaciones de los clientes, las tasas de venta cruzada y la participaci\u00f3n de los dep\u00f3sitos<\/li>\n<li>Reducir los tiempos de manejo de llamadas hasta en un 50 %<\/li>\n<li>Ofrecer una transferencia fluida a otros canales o representantes de servicio al cliente<\/li>\n<li>Establecer un potente centro de datos de experiencia del cliente que centralice los datos, el contexto y la inteligencia del cliente en todos los canales<\/li>\n<\/ul>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<p>&nbsp;<sup>1<\/sup> <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-fifth-ed.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">State of the Connected Customer, 5th Edition, 2022. Salesforce.<\/a><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/es-es\/wp-content\/uploads\/sites\/16\/2024\/08\/Capgemini_reimagining_the_fs_omnichannel_customer_experience_final.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Descargar informe<\/a><\/div>\n<\/div>\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\"><h3 class=\"formHelpText\"><strong>Contacta con nosotros<\/strong><\/h3>\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_877865_1090764519\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"877865\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"e2c6884adf\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Gracias! 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platforms<\/p>\n","protected":false},"author":257,"featured_media":544244,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"601851f8-a2c0-4982-8819-e437becb2a66\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":46,"primary_term":"Customer 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