{"id":531701,"date":"2024-10-04T07:44:56","date_gmt":"2024-10-04T07:44:56","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?post_type=research-and-insight&#038;p=531701"},"modified":"2025-04-05T07:46:54","modified_gmt":"2025-04-05T07:46:54","slug":"reimaginar-la-experiencia-omnicanal-del-cliente-de-servicios-financieros","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/reimaginar-la-experiencia-omnicanal-del-cliente-de-servicios-financieros\/","title":{"rendered":"Reimaginar la experiencia omnicanal del cliente 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, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Webpage_Background.jpg?w=768&amp;quality=70 1x, 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><div class=\"box-title\"><h1 data-maxlength=\"34\">Reimaginar la experiencia omnicanal del cliente 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-sin-fisuras-mediante-datos-contexto-e-inteligencia-en-todas-las-plataformas\">Aumentar la competitividad y ofrecer una experiencia de cliente sin fisuras mediante datos, contexto e inteligencia en todas las plataformas.<\/h3>\n\n\n\n<figure class=\"wp-block-image alignright size-full is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/03\/Omnichannel_Customer_Experience-Document_Thumnail_v2.jpg\" alt=\"\" class=\"wp-image-877871\"\/><\/figure>\n\n\n\n<p>El 73 % de los clientes cree que las empresas deber\u00edan comprender intr\u00ednsecamente sus expectativas, mientras que el 62 % espera que se anticipen de forma proactiva a sus necesidades.1 Atender a los clientes de forma eficiente y fluida en todos los canales es fundamental para ofrecer una experiencia de cliente superior. Esto ha llevado a las empresas de servicios financieros a invertir en inteligencia artificial (IA) y aprendizaje autom\u00e1tico (AM) para mejorar la experiencia omnicanal. A pesar de estos esfuerzos, a\u00fan queda mucho por mejorar.<\/p>\n\n\n\n<p>Las tecnolog\u00edas dispares 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, a continuaci\u00f3n, aplique IA y ML para apoyar una serie de aplicaciones orientadas al cliente. Este n\u00facleo central permite a las empresas anticiparse a las motivaciones de los contactos entrantes de los clientes en todos los canales y ofrecerles de forma proactiva la ayuda que necesitan.<\/p>\n\n\n\n<p>Lea nuestro \u00faltimo punto de vista sobre la reimaginaci\u00f3n de la experiencia omnicanal del cliente de servicios financieros para ver c\u00f3mo pueden hacerlo las organizaciones:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Aumentar las recomendaciones de los clientes, incrementar las tasas de venta cruzada y aumentar la cuota de dep\u00f3sitos.<\/li>\n\n\n\n<li>Reduzca el tiempo de gesti\u00f3n de las llamadas hasta en un 50%.<\/li>\n\n\n\n<li>Ofrezca un traspaso directo a otros canales o representantes de atenci\u00f3n al cliente.<\/li>\n\n\n\n<li>Establezca un potente centro de datos de la experiencia del cliente que centralice los datos, el contexto y la inteligencia del cliente en todos los canales.<\/li>\n<\/ul>\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\">Estado del cliente conectado, 5th Edition, 2022. 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