{"id":521961,"date":"2024-04-27T02:40:39","date_gmt":"2024-04-27T02:40:39","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?p=521961&#038;preview=true&#038;preview_id=521961"},"modified":"2025-04-03T17:48:02","modified_gmt":"2025-04-03T17:48:02","slug":"un-enfoque-estrategico-para-los-centros-de-contacto-bancarios","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/expert-perspectives\/un-enfoque-estrategico-para-los-centros-de-contacto-bancarios\/","title":{"rendered":"Un enfoque estrat\u00e9gico para los centros de contacto bancarios"},"content":{"rendered":"\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>Un enfoque estrat\u00e9gico para los centros de contacto bancarios<\/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\/wp-content\/uploads\/2024\/03\/Kevin-Hill.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Kevin Hill<\/h5><h5 class=\"blog-date\">13 March 2024<\/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\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/\" 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\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" 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\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" 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-redefinir-las-interacciones-con-los-clientes-mediante-la-personalizacion-avanzada\"><strong>Redefinir las interacciones con los clientes mediante la personalizaci\u00f3n avanzada<\/strong><\/h3>\n\n\n\n<p>En el panorama en constante evoluci\u00f3n de la atenci\u00f3n al cliente, los centros de contacto son algo m\u00e1s que meros centros operativos: son centros de experiencias que sobresalen en el servicio y crean momentos excepcionales. Como interfaz principal entre empresas y clientes, cada interacci\u00f3n dentro de un centro de este tipo tiene el poder de influir profundamente en la opini\u00f3n de un cliente.<\/p>\n\n\n\n<p>En respuesta a las crecientes expectativas de los clientes, las empresas est\u00e1n adoptando estrat\u00e9gicamente estrategias y tecnolog\u00edas avanzadas de personalizaci\u00f3n que abarcan el recorrido del cliente de principio a fin. Esto es especialmente importante para las instituciones financieras, donde los centros de contacto desempe\u00f1an un papel significativo para los clientes, que exigen interacciones no s\u00f3lo satisfactorias, sino profundamente personalizadas. Seg\u00fan el \u00faltimo Informe Mundial sobre Banca Minorista de Capgemini, el 45% del tiempo de los agentes de los centros de contacto se dedica a actividades operativas, lo que da lugar a una disminuci\u00f3n de las interacciones con los clientes y de su compromiso.<\/p>\n\n\n\n<p>En este blog, exploraremos los elementos esenciales de una interacci\u00f3n con el cliente y una personalizaci\u00f3n eficaces y mejoradas en los centros de contacto, centr\u00e1ndonos en el papel indispensable de los datos, la creaci\u00f3n de personas y la aplicaci\u00f3n de la ciencia del comportamiento.<\/p>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-1-convergencia-de-marketing-y-servicio-organizar-viajes-fluidos\">1. <strong><strong><strong>Convergencia de marketing y servicio: Organizar viajes fluidos<\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p>La personalizaci\u00f3n eficaz en los centros de contacto bancarios empieza por trazar el recorrido del cliente. Aqu\u00ed, la convergencia correcta de marketing y servicio es esencial. Pasar de las transacciones a corto plazo a las relaciones a largo plazo exige romper los silos organizativos, el principal culpable del fracaso de las transformaciones digitales. Esto ofrece una oportunidad para que el marketing profundice en las relaciones con los clientes y fomente la fidelidad. Este enfoque permite a las organizaciones crear experiencias y viajes cohesivos.<\/p>\n\n\n\n<p>La integraci\u00f3n del marketing y el servicio reconfigura las estructuras organizativas, fomentando la colaboraci\u00f3n e introduciendo nuevas funciones de liderazgo como la de Chief Customer Officer. Los cambios culturales y tecnol\u00f3gicos, junto con el compromiso de los directivos y la inversi\u00f3n en sistemas CRM y plataformas anal\u00edticas, son esenciales. Por ejemplo, una gran empresa europea de servicios financieros organiz\u00f3 con \u00e9xito sus equipos de marketing y centro de contacto en un departamento m\u00e1s amplio de experiencia del cliente, garantizando una experiencia del cliente integrada y un proceso racionalizado.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-2-el-papel-vital-de-los-datos-en-el-exito-de-la-personalizacion\">2. <strong>El papel vital de los datos en el \u00e9xito de la personalizaci\u00f3n<\/strong><\/h4>\n\n\n\n<p>Los datos, a menudo descritos como la nueva moneda, desempe\u00f1an un papel fundamental en el proceso de personalizaci\u00f3n. Los centros de contacto albergan un tesoro de informaci\u00f3n valiosa sobre los clientes que puede aprovecharse para comprenderlos a un nivel m\u00e1s profundo. Pensemos, por ejemplo, en un caso en el que el centro de contacto de un banco utiliza el historial de transacciones para adaptar el asesoramiento de inversi\u00f3n, alineando las recomendaciones con los objetivos y la tolerancia al riesgo de cada cliente. Este enfoque personalizado no s\u00f3lo fomenta la confianza, sino que tambi\u00e9n cultiva la fidelidad a largo plazo.<\/p>\n\n\n\n<p>Aprovechar el an\u00e1lisis de datos y la inteligencia artificial capacita a los agentes, garantizando interacciones personalizadas y estrategias adaptadas a diversos segmentos de clientes. Sobre la base de un servicio personalizado, las principales marcas est\u00e1n utilizando soluciones de inteligencia de conversaci\u00f3n para mejorar la experiencia digital de las llamadas. Seg\u00fan Forrester, el 82 % de los profesionales del marketing est\u00e1n de acuerdo en que los datos de las <a href=\"https:\/\/www.invoca.com\/blog\/call-tracking-conversation-intelligence-stats\">llamadas entrantes y las experiencias de llamadas revelan costosos<\/a> puntos ciegos en sus organizaciones.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-3-crear-personas-para-mejorar-la-personalizacion\"><strong><strong>3. Crear personas para mejorar la personalizaci\u00f3n<\/strong><\/strong><\/h4>\n\n\n\n<p>Las organizaciones con visi\u00f3n de futuro crean experiencias personalizadas a escala dise\u00f1ando y orquestando viajes omnicanal. Esto mejora la experiencia del cliente, reduce costes y genera oportunidades de venta. Segmentar a los clientes en personas en funci\u00f3n de sus comportamientos, preferencias, datos demogr\u00e1ficos, etapa del viaje, etc., permite realizar interacciones a medida, perfeccionando las experiencias a trav\u00e9s de la hiperpersonalizaci\u00f3n. En l\u00ednea con esta tendencia, el \u00faltimo Informe Mundial sobre Banca Minorista de Capgemini subraya la creciente preferencia por los chatbots y las opciones de autoservicio entre una cuarta parte significativa de los millennials y la generaci\u00f3n Z, lo que indica un panorama cambiante en el que estas tecnolog\u00edas se adoptan cada vez m\u00e1s como modos preferidos de interacci\u00f3n. Consideremos este escenario: Dos clientes llaman a un centro de contacto en busca de ayuda. Alex, un nativo digital, es desviado r\u00e1pidamente a las opciones de autoservicio adaptadas a sus necesidades. Mientras tanto, Emily, que prefiere hablar con un representante, permanece en la Respuesta de Voz Interactiva (IVR), un sistema telef\u00f3nico automatizado que dirige la llamada bas\u00e1ndose en la voz o en el teclado. Esto pone de relieve la importancia de reconocer y atender las diversas preferencias de los clientes, garantizando una experiencia fluida y personalizada que responda a las necesidades individuales.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-4-aplicar-la-ciencia-del-comportamiento-a-los-centros-de-contacto-para-optimizar-las-interacciones\"><strong><strong>4. <\/strong><\/strong>Aplicar la ciencia del comportamiento a los centros de contacto para optimizar las interacciones<\/h4>\n\n\n\n<p>La ciencia del comportamiento se define como el estudio del comportamiento humano, que implica la aplicaci\u00f3n de m\u00e9todos cient\u00edficos para comprender, predecir e influir en el comportamiento en diversos contextos, incluidos los centros de contacto. Aporta conocimientos que ayudan a anticiparse a los problemas y a dise\u00f1ar soluciones mediante la comprensi\u00f3n de los comportamientos humanos probables.<\/p>\n\n\n\n<p>La tecnolog\u00eda puede aprovecharse para observar el comportamiento de los clientes y orientar oportunamente a los agentes. Esta aplicaci\u00f3n de la ciencia del comportamiento pretende comprender las motivaciones subyacentes de los individuos y optimizar las interacciones de servicio en consecuencia. La integraci\u00f3n de los principios de la ciencia del comportamiento permite a las organizaciones mejorar la eficacia de las interacciones de servicio y garantizar una respuesta precisa a las necesidades de los clientes.<\/p>\n\n\n\n<p>Barclays ejemplifica este enfoque aplicando t\u00e9cnicas de ciencia del comportamiento en las operaciones de su centro de contacto. Aprovechando los conocimientos sobre el comportamiento, el banco segmenta a los clientes en funci\u00f3n de sus preferencias de comunicaci\u00f3n, personaliza las interacciones a trav\u00e9s de varios canales e identifica oportunidades para un acercamiento y una asistencia proactivos.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-5-personalizacion-para-el-desarrollo-de-los-agentes\"><strong><strong>5. <strong><strong>Personalizaci\u00f3n para el desarrollo de los agentes<\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p>En el panorama actual, la personalizaci\u00f3n va m\u00e1s all\u00e1 de la mejora de las experiencias de los clientes para abarcar el desarrollo y el apoyo de los agentes de los centros de contacto. Seg\u00fan el \u00faltimo Informe Mundial sobre Banca Minorista de Capgemini, un asombroso 62% de los agentes de centros de contacto de bancos de nivel 1 y un 40% de los agentes de bancos de nivel 2 expresan su preocupaci\u00f3n por las capacidades inadecuadas de chatbot que afectan a su productividad y eficiencia. Esto subraya la importancia cr\u00edtica de equipar a los agentes con herramientas y recursos s\u00f3lidos para satisfacer las expectativas cambiantes de los clientes.<\/p>\n\n\n\n<p>Con la llegada de la era del control de calidad (QA) y la adopci\u00f3n generalizada de soluciones basadas en IA en cada interacci\u00f3n, las organizaciones pueden ahora discernir qu\u00e9 funciona eficazmente y qu\u00e9 no para cada agente. Esta abundancia de datos sirve de base para crear planes de formaci\u00f3n personalizados adaptados a las necesidades espec\u00edficas de cada agente, garantizando as\u00ed una mejora continua y un rendimiento \u00f3ptimo en todos los \u00e1mbitos.<\/p>\n\n\n\n<p>La formaci\u00f3n a petici\u00f3n puede impartirse mediante modelos din\u00e1micos y adaptarse a los estilos y necesidades de aprendizaje. Adem\u00e1s, la automatizaci\u00f3n de las interacciones m\u00e1s sencillas permite a las organizaciones redirigir la atenci\u00f3n de los agentes hacia tareas m\u00e1s complejas, con el consiguiente ahorro de tiempo y mejora de la eficiencia general. Esto contribuye significativamente al desarrollo de los agentes. Gartner prev\u00e9 que el 10% de las interacciones de los agentes se automatizar\u00e1n en 2026, lo que supone un aumento con respecto al 1,6% de interacciones que se automatizan actualmente mediante IA.<\/p>\n\n\n\n<p>Optimizando los esfuerzos de formaci\u00f3n e invirtiendo en los agentes, las organizaciones pueden conseguir el m\u00e1ximo rendimiento de la inversi\u00f3n, creando una plantilla que ofrezca constantemente experiencias excepcionales a los clientes. En el panorama en r\u00e1pida evoluci\u00f3n de la atenci\u00f3n al cliente, la personalizaci\u00f3n en los centros de contacto ha dejado de ser un lujo para convertirse en una necesidad estrat\u00e9gica.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-even layout-even-all-purple-cards \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Investigaci\u00f3n y Conocimiento<\/h2><\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/mejorar-la-experiencia-del-cliente-de-la-interaccion-al-compromiso\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/2024-03-27_Genesys_PoV-Assets_web-banner-2880x1800px_FINAL_JJ.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/mejorar-la-experiencia-del-cliente-de-la-interaccion-al-compromiso\/\" aria-label=\"Mejorar la experiencia del cliente: de la interacci\u00f3n al compromiso\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Point of view<\/div>\n                                <h3 class=\"card-title\">Mejorar la experiencia del cliente: de la interacci\u00f3n al compromiso<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/informe-mundial-de-la-banca-minorista\/\" aria-label=\"Informe mundial sobre banca minorista 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Capgemini Research Institute<\/div>\n                                <h3 class=\"card-title\">Informe mundial sobre banca minorista 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <\/div>\n                    <\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Conozca a nuestro experto<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/mx-es\/wp-content\/uploads\/sites\/28\/2024\/04\/Kevin-Hill.jpg\" alt=\"Kevin Hill\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/kevhill9\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Kevin Hill<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Director &#8211; Customer Experience, strategy and Transformation at frog<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"abrir en una nueva ventana\" href=\"https:\/\/www.linkedin.com\/in\/kevhill9\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Kevin is an executive leader, focused on customer experience, strategy and transformation. He has also serve as the lead for multiple teams of varying sizes and complexities within the Capgemini organization (including Capgemini&#8217;s industry-leading frog customer capability). Kevin has a passion for building compelling customer experiences through bringing together people, process and technology to create exceptional moments. He has extensive experience working across multiple industries in the U.S. and abroad with some of the largest organizations in the world. His prior work includes driving strategy and innovation programs, helping optimize service operations and transforming customer experience. He\u2019s committed to driving impactful work, rooted in purpose, that has a measurable effect on both customers and employees.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-related-capabilities undefined card-related-capability\"><div class=\"cardelatedBgShape\"><\/div><div class=\"container\"><div class=\"contentTitle\"><h2 data-maxlength=\"34\" class=\"capabilities-heading\">M\u00e1s informaci\u00f3n<\/h2><\/div><div class=\"row\">\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/Capgemini_Industries_Capital-Markets-1.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/Capgemini_Industries_Capital-Markets-1.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/Capgemini_Industries_Capital-Markets-1.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Banca y mercados de capitales\" href=\"\/mx-es\/sectores\/banca-y-mercados-de-capital\/\" target=\"_blank\" rel=\"noopener noreferrer\"><h4>Banca y mercados de capitales<\/h4><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Banca comercial y minorista\" href=\"\/mx-es\/sectores\/banca-y-mercados-de-capital\/banca-comercial-y-retail\/\" target=\"_blank\" rel=\"noopener noreferrer\"><h4>Banca comercial y minorista<\/h4><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/10\/CustomerServiceContactCenter-Web-banner-2880x1800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Transformaci\u00f3n del Contact Center\" href=\"\/mx-es\/solutions\/transformacion-del-centro-de-contacto\/\" target=\"_blank\" rel=\"noopener noreferrer\"><h4>Transformaci\u00f3n del Contact Center<\/h4><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n\n\n\n\t\t<section\n\t\t\tclass=\"section section--lifeatcap-learning section--event-slider-careerInvent \">\n\n\t\t\t<div class=\"container\">\n\t\t\t\t<div class='career-invent-header'>\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t<div class=\"heading col-12 col-md-8\">\n\t\t\t\t\t\t\t\t<h2>Featured solution<\/h2>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t<div class=\"slider slider-fader 82478542-bfc7-4a0d-a7ee-ce9b52d51df9\">\n\t\t\t\t\t\t\t\t<div\n\t\t\t\t\tclass=\"slider-list \">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\tclass=\"slide active \">\n\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\tclass=\"slide-bg-wrapper wp-block-cg-blocks-career-invent is-style-sapphire3\">\n\t\t\t\t\t\t\t\t<div class=\"bgImagesection\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\n\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"col-md-6 col-sm-12 box-inner \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"bgColor\"><\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"explore-header\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"68\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"El cliente primero, banca y mercados de capitales\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tEl cliente primero, banca y mercados de capitales\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tclass=\"box-title \">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 data-maxlength=\"144\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Los clientes de banca han hablado. Esperan servicios accesibles, personalizados y adaptados a sus necesidades y estilos de vida.\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tstyle=\"white-space: pre-wrap;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tLos clientes de banca han hablado. Esperan servicios accesibles, personalizados y adaptados a sus necesidades y estilos de vida.\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div >\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"btnDiv\"> <a class=\"more2\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tdata-maxlength=\"24\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\taria-label=\"M\u00e1s informaci\u00f3n sobre El cliente primero, banca y mercados de capitales\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttitle=\"Opens in new window\" tabindex=\"0\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\thref=\"\/mx-es\/solutions\/el-cliente-primero-banca-y-mercados-de-capitales\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tM\u00e1s informaci\u00f3n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a> <\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\n\n\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-md-6 col-sm-12 text-right box-img-wrapper escaper escaper-right\">\n\t\t\t\t\t\t\t\t\t\t\t\t\n\n\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1200&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1200&amp;quality=90 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\" \/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source\n\t\t\t\t\t\t\t\t\t\t\t\t\t\tsrcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=600&amp;quality=90 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1200&amp;quality=90 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