{"id":33012,"date":"2017-07-25T06:30:04","date_gmt":"2017-07-25T06:30:04","guid":{"rendered":"https:\/\/enreach.es\/blog\/per-essencial-una-estrategia-customer-experience\/"},"modified":"2017-07-25T06:30:04","modified_gmt":"2017-07-25T06:30:04","slug":"per-essencial-una-estrategia-customer-experience","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/per-essencial-una-estrategia-customer-experience\/","title":{"rendered":"Per qu\u00e8 \u00e9s essencial una estrat\u00e8gia de Customer Experience?"},"content":{"rendered":"<p>L\u2019atenci\u00f3 al client o l\u2019experi\u00e8ncia del client ja ha demostrar ser un dels pilars fonamentals sobre el que es recolza l\u2019\u00e8xit de qualsevol negoci, sense importar la mida de l\u2019empresa, la seva localitzaci\u00f3 geogr\u00e0fica o el sector de l\u2019economia del qual forma part.<\/p>\n<p>\u00c9s per aix\u00f2 que <strong>els professionals de CX <\/strong>(Customer Xperience) <strong>treballen cont\u00ednuament en la cerca de f\u00f3rmules, estrat\u00e8gies i tecnologies que facilitin i impulsin la millora i optimitzaci\u00f3 de la satisfacci\u00f3 dels clients <\/strong>com a condici\u00f3 <em>sine qua non<\/em> per incrementar el seu grau de fidelitzaci\u00f3 i, en conseq\u00fc\u00e8ncia, per assegurar el bon funcionament del negoci.<\/p>\n<p>Entre les principals fonts que serveixen a aquest prop\u00f2sit, el \u201cGlobal Customer Experience Benchmarking Report\u201d que elabora cada any la firma Dimension Data constitueix una de les bases de coneixement imprescindibles.<\/p>\n<p>Freq\u00fcentment citat pels m\u00e9s importants analistes de la ind\u00fastria i per mitjans de comunicaci\u00f3 especialitzats, aquest informe anual sobre l\u2019experi\u00e8ncia de client a nivell global \u00e9s \u00e0mpliament reconegut com l\u2019informe m\u00e9s \u00fatil, complet i rigor\u00f3s dins de la seva categoria, proporcionant un \u00fanic punt de refer\u00e8ncia sobre els aspectes clau que afecten a la <strong><a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\">gesti\u00f3<\/a> de la interacci\u00f3 amb els clients en la ind\u00fastria actual de CX<\/strong>.<\/p>\n<p>L\u2019informe de resultats relatiu a l\u2019edici\u00f3 de 2017 ja ha estat publicat, i desvela conclusions procedents d\u2019una exhaustiva investigaci\u00f3 global en qu\u00e8 s\u2019ha consultat a 1.351 professionals pertanyents a 80 pa\u00efsos repartits per totes les regions econ\u00f2miques del m\u00f3n i vinculats a 14 sectors de l\u2019economia, entre ells, el sector p\u00fablic, la investigaci\u00f3, la banca i les assegurances, les comunicacions, la tecnologia o la venda al detall.<\/p>\n<p>Aix\u00ed, aquest informe es constitueix com una s\u00f2lida guia de consulta perqu\u00e8 organitzacions de qualsevol sector i mida puguin implementar millores en les seves relacions amb els clients de cara al futur.<\/p>\n<p>El \u201cGlobal Customer Experience Benchmarking Report\u201d destaca les <strong><a href=\"https:\/\/www.masvoz.cat\/blog\/10-tendencies-clau-per-millorar-latencio-al-client\/\">tend\u00e8ncies clau<\/a><\/strong> i d\u00f3na a con\u00e8ixer una s\u00e8rie de bones pr\u00e0ctiques, al temps que crida l\u2019atenci\u00f3 sobre algunes de les realitats m\u00e9s cr\u00edtiques i inc\u00f2modes que viu el sector de CX en el present, per exemple: per qu\u00e8 nom\u00e9s un 10% de les empreses inclou el CX a la seva estrat\u00e8gia d\u2019optimitzaci\u00f3 del negoci digital malgrat que <strong>el 81% d\u2019elles reconeix que es tracta d\u2019un factor diferenciadors clau per augmentar la competitivitat<\/strong>?<\/p>\n<p>Consulta ja el <strong><a href=\"http:\/\/alias.cloud-marketing.dimensiondata.com\/Web\/DimensionData\/%7B4c5f03b2-cd8f-4fac-94fb-539d80167de4%7D_2017_Global_Customer_Experience_Benchmarking_Report_Key_Findings_Report.pdf\">resum<\/a><\/strong> d\u2019aquest complet estudi i podr\u00e0s descobrir <strong>aspectes clau per a la millora present i futura de l\u2019atenci\u00f3 al client<\/strong>:<\/p>\n<ul>\n<li>Com la <strong>intel\u00b7lig\u00e8ncia artificial<\/strong> i la <strong><a href=\"https:\/\/www.masvoz.cat\/blog\/xatbots-la-propera-revolucio-en-l%C2%92atencio-al-client\/\">rob\u00f2tica<\/a> <\/strong>estan ajudant a <strong>optimitzar l\u2019experi\u00e8ncia del client<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>De quina manera es poden <strong>millorar els processos d\u2019<a href=\"https:\/\/www.masvoz.cat\/cloud-contact-center\/gestio-de-campanyes\">an\u00e0lisi dels agents<\/a> <\/strong>als contact centers.<\/li>\n<\/ul>\n<ul>\n<li>Quines s\u00f3n les t\u00e8cniques m\u00e9s innovadores d\u2019e-learning de les quals es poden beneficiar les <strong>noves empreses digitals<\/strong>.<\/li>\n<\/ul>\n<ul>\n<li>Per qu\u00e8 les <strong>estrat\u00e8gies digitals en CX<\/strong> amplien l\u2019\u00e8xit dels negocis.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>L\u2019atenci\u00f3 al client o l\u2019experi\u00e8ncia del client ja ha demostrar ser un dels pilars fonamentals sobre el que es recolza l\u2019\u00e8xit de qualsevol negoci, sense importar la mida de l\u2019empresa, la seva localitzaci\u00f3 geogr\u00e0fica o el sector de l\u2019economia del qual forma part. \u00c9s per aix\u00f2 que els professionals de CX (Customer Xperience) treballen cont\u00ednuament&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/per-essencial-una-estrategia-customer-experience\/\" title=\"Read Per qu\u00e8 \u00e9s essencial una estrat\u00e8gia de Customer Experience?\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33012","post","type-post","status-publish","format-standard","hentry","category-contact-center-intelligent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Per qu\u00e8 \u00e9s essencial una estrat\u00e8gia de Customer Experience? - Enreach ES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/enreach.es\/ca\/blog\/per-essencial-una-estrategia-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" 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