{"id":567319,"date":"2026-09-28T13:08:56","date_gmt":"2026-09-28T13:08:56","guid":{"rendered":"https:\/\/www.capgemini.com\/mx-es\/?post_type=research-and-insight&#038;p=567319"},"modified":"2026-09-28T13:15:05","modified_gmt":"2026-09-28T13:15:05","slug":"mas-alla-de-la-cola","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/mas-alla-de-la-cola\/","title":{"rendered":"M\u00e1s all\u00e1 de la cola"},"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\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/06\/2026-05-26_Podcast_VI_Web-Banner_2880x1800_Opt-1_v01_TK-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:49% 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\">Business operations<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">M\u00e1s all\u00e1 de la cola<\/h1><\/div><h2 class=\"reasearchInsightTitle\">El podcast sobre la experiencia del cliente<\/h2><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=\"grid-container\"><div class=\"col-12 col-md-2\"><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\/research-library\/cloud-realities-podcast\/\" 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\/research-library\/cloud-realities-podcast\/&amp;text=Cloud%20realities%20podcast\" 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\/research-library\/cloud-realities-podcast\/&amp;text=Cloud%20realities%20podcast\" 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><div class=\"article-text article-quote-text\">\n<h3 id=\"h-todo-el-mundo-habla-de-la-ia-en-el-centro-de-contacto-pero-que-es-lo-que-realmente-funciona-y-por-que\" class=\"wp-block-heading\">Todo el mundo habla de la IA en el centro de contacto. Pero, \u00bfqu\u00e9 es lo que realmente funciona y por qu\u00e9?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Esta serie re\u00fane voces de todo el sector para compartir experiencias reales, lecciones aprendidas y perspectivas pr\u00e1cticas desde la primera l\u00ednea de las operaciones de atenci\u00f3n al cliente. Ya sea para mejorar la eficiencia, elevar la experiencia del cliente o lograr el equilibrio adecuado entre la automatizaci\u00f3n y el soporte humano, cada episodio explora los desaf\u00edos \u2014y las oportunidades\u2014 a los que se enfrentan las organizaciones hoy en d\u00eda.<\/p>\n\n\n\n<h4 id=\"h-mas-alla-de-la-cola-trailer\" class=\"wp-block-heading\">M\u00e1s all\u00e1 de la cola: tr\u00e1iler<\/h4>\n\n\n\n<p class=\"wp-block-paragraph\">Descubre las conversaciones que est\u00e1n dando forma al futuro de las operaciones de atenci\u00f3n al cliente a trav\u00e9s de historias reales, perspectivas pr\u00e1cticas y lecciones de l\u00edderes del sector.<\/p>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/2bcaf80d?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-mas-alla-de-la-cola-episodio-uno\" class=\"wp-block-heading\">M\u00e1s all\u00e1 de la cola &#8211; Episodio uno<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/cfe5c418?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-mas-alla-de-la-cola-episodio-dos\" class=\"wp-block-heading\">M\u00e1s all\u00e1 de la cola &#8211; Episodio dos<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/b1946f69?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-mas-alla-de-la-cola-episodio-tres\" class=\"wp-block-heading\">M\u00e1s all\u00e1 de la cola \u2013 Episodio tres<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"180\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/a141ca06?color=FFFFFF&#038;background=30343C\"><\/iframe>\n\n\n\n<h4 id=\"h-mas-alla-de-la-cola-todos-los-episodios\" class=\"wp-block-heading\">M\u00e1s all\u00e1 de la cola: todos los episodios<\/h4>\n\n\n\n<iframe loading=\"lazy\" width=\"100%\" height=\"390\" frameborder=\"no\" scrolling=\"no\" seamless=\"\" src=\"https:\/\/share.transistor.fm\/e\/beyond-the-queue\/playlist?color=FFFFFF&#038;background=30343C\"><\/iframe>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Esta serie re\u00fane voces de todo el sector para compartir experiencias reales, lecciones aprendidas y perspectivas pr\u00e1cticas desde la primera l\u00ednea de las operaciones de atenci\u00f3n al cliente.<\/p>\n","protected":false},"author":499,"featured_media":567320,"template":"","meta":{"cg_dt_proposed_to":[25],"cg_seo_hreflang_relations":"[{\"uuid\":\"8193dae4-e980-4bb6-b866-01e1a59e7aa1\",\"blogId\":\"28\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/mx-es\/\",\"postLink\":\"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/mas-alla-de-la-cola\/\",\"postId\":567319,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"},{\"uuid\":\"e7b4806e-b107-407b-a199-e57b16bca8dc\",\"blogId\":\"1\",\"domain\":\"www.capgemini.com\",\"sitePath\":\"\/\",\"postLink\":\"https:\/\/www.capgemini.com\/insights\/research-library\/beyond-the-queue\/\",\"postId\":1229814,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false,\"hreflang\":\"\",\"link\":\"\"}]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":true,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":239,"primary_term":"Business 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