{"id":33122,"date":"2018-02-01T08:00:47","date_gmt":"2018-02-01T07:00:47","guid":{"rendered":"https:\/\/enreach.es\/blog\/5-tendencies-dexperiencia-client-afectaran-la-teva-empresa-2018\/"},"modified":"2022-06-23T13:50:30","modified_gmt":"2022-06-23T13:50:30","slug":"5-tendencies-dexperiencia-client-afectaran-la-teva-empresa-2018","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/5-tendencies-dexperiencia-client-afectaran-la-teva-empresa-2018\/","title":{"rendered":"5 tend\u00e8ncies d\u2019experi\u00e8ncia de client que afectaran la teva empresa el 2018"},"content":{"rendered":"<p>Moltes empreses s\u2019enfronten a una \u201cveritat inc\u00f2moda\u201d quan es tracta de la transformaci\u00f3 digital de l\u2019experi\u00e8ncia dels seus cliens. Si be la majoria de les organitzacions (89%) afirmen que \u00e9s fonamental per a la seva superviv\u00e8ncia, m\u00e9s de la meitat (51%) encara no ha fet res al respecte. Basant-se en les dades de l\u2019informe \u201c2017 Global Customer Experience Benchmarking Report\u201d, elaborat per Dimension Data, la consultora ha establert 5 tend\u00e8ncies d\u2019experi\u00e8ncia de client que afectaran les empreses el 2018.<\/p>\n<p>Aix\u00ed, durant aquest any, s\u2019espera veure un creixement massiu entre les empreses que estan executant de forma \u00f2ptima una estrat\u00e8gia clara d\u2019experi\u00e8ncia de client. Pel contrari, per aquelles organitzacions que executen malament el CX, la perspectiva \u00e9s menys positiva.<\/p>\n<h5><strong>5 tend\u00e8ncies d\u2019experi\u00e8ncia de client que afectaran les empreses el 2018<\/strong><\/h5>\n<p><strong>#1: L\u2019escletxa entre empreses l\u00edders i ressagueres s\u2019est\u00e0 ampliant<\/strong><\/p>\n<p><a href=\"https:\/\/www2.dimensiondata.com\/it-trends\/customer-experience-2018\">Dimension Data<\/a> preveu que la dist\u00e0ncia entre les organitzacions que lideren l\u2019experi\u00e8ncia del client i aquelles que no, s\u2019ampliar\u00e0 el 2018. Per tant, les empreses que tenen una estrat\u00e8gia clara i l\u2019executen amb \u00e8xit experimentaran un ampli creixement.<\/p>\n<ul>\n<li><strong>Els clients estan disposats a pagar 45 vegades m\u00e9s per una excel\u00b7lent experi\u00e8ncia del client<\/strong> enfront a una mala experi\u00e8ncia.<\/li>\n<li>Les empreses l\u00edders avaluen el viatge del client (\u2018customer journey\u2019) de principi a fi.<\/li>\n<\/ul>\n<p><strong>#2: Els innovadors disruptius han establert l\u2019est\u00e0ndard de l\u2019experi\u00e8ncia omnicanal<\/strong><\/p>\n<p>Una prioritat i, al mateix temps, una lluita per a les organitzacions \u00e9s oferir una experi\u00e8ncia flu\u00efda al client en tots els seus canals de contacte. El n\u00famero mig de canals d\u2019atenci\u00f3 al client \u00e9s de 9, per\u00f2 s\u2019espera que augmenti a 11 el 2018. Aconseguir que aquests canals interactu\u00efn entre ells \u00e9s el repte.<\/p>\n<ul>\n<li><strong>Les empreses amb les <\/strong><a href=\"https:\/\/www.masvoz.cat\/productes\/\"><strong>estrat\u00e8gies omnicanal<\/strong><\/a><strong> m\u00e9s fortes retenen al 89% dels seus clients<\/strong>.<\/li>\n<li>El 89% dels clients es senten frustrats quan necessiten repetir els seus problemes a m\u00faltiples agents.<\/li>\n<li>El 59% dels clients tenen menys probabilitats d\u2019interactuar amb una empresa degut a una mala experi\u00e8ncia m\u00f2bil.<\/li>\n<\/ul>\n<p><strong>#3: La Internet de les Coses (IoT) augmentar\u00e0 l\u2019experi\u00e8ncia proactiva del client<\/strong><\/p>\n<p>Les expectatives del client estan cont\u00ednuament en augment. Amb l\u2019auge previst de la tecnologia IoT, aquestes expectatives augmentaran m\u00e9s r\u00e0pid i apuntaran m\u00e9s amunt que mai el 2018. Per estar a l\u2019al\u00e7ada del repte, <strong>les organitzacions que vulguin ser l\u00edders en CX hauran de centrar-se en oferir una experi\u00e8ncia proactiva al client<\/strong>.<\/p>\n<ul>\n<li>El 2018, sis mil milions de \u2018coses\u2019 tindran la capacitat de sol\u00b7licitar ajuda.<\/li>\n<li>Per l\u2019any 2025, la IoT podria generar m\u00e9s d\u201911 bilions de d\u00f2lars a l\u2019any en valor econ\u00f2mic a trav\u00e9s de millores com la <strong>gesti\u00f3 intel\u00b7ligent de les relacions amb els clients<\/strong>.<\/li>\n<li>El 60% de les inversions en an\u00e0lisi digital s\u2019invertir\u00e0 en an\u00e0lisi del \u2018customer journey\u2019 el 2018.<\/li>\n<\/ul>\n<p><strong>#4: Les m\u00e0quines s\u00f3in socis, no nom\u00e9s eines, pels agents<\/strong><\/p>\n<p>Al cor de la transformaci\u00f3 digital est\u00e0 la <strong>reducci\u00f3 de costos en combinaci\u00f3 amb una major productivitat<\/strong>. El 2018, els empleats realitzaran m\u00e9s tasques de valor afegit oferint un servei assistit a <strong>canals digitals d\u2019experi\u00e8ncia de client d\u2019autoservei<\/strong>.<\/p>\n<ul>\n<li>El 2020, els clients administraran el 85% de la seva relaci\u00f3 amb una empresa sense interactuar amb un \u00e9sser hum\u00e0.<\/li>\n<li>Les inversions en intel\u00b7lig\u00e8ncia artificial (IA) es triplicaran a mesura que les empreses treballin per <strong>convertir les dades dels clients en experi\u00e8ncies personalitzades<\/strong>.<\/li>\n<li>El 2018, <strong>el 50% de les interaccions dels agents estaran influenciades per l\u2019an\u00e0lisi en temps real<\/strong>.<\/li>\n<\/ul>\n<p><strong>#5: La comunicaci\u00f3 m\u00f2bil basada en la ubicaci\u00f3 del client est\u00e0 impulsant un avantatge competitiu<\/strong><\/p>\n<p>El 2018 augmentar\u00e0 l\u2019\u00fas de la tecnologia Beacon, una variaci\u00f3 de Bluetooth que permet que un dispositiu m\u00f2bil indiqui les apps descarregades al traslladar-se a una \u00e0rea determinada. <strong>Aquesta tecnologia dirigir\u00e0 la missatgeria personalitzada a un client i millorar\u00e0 l\u2019experi\u00e8ncia de client, aix\u00ed com la comunicaci\u00f3 i la col\u00b7laboraci\u00f3 en el lloc de treball<\/strong>.<\/p>\n<ul>\n<li>El 90% dels consumidors consulten els seus smartphones mentre estan en botigues f\u00edsiques.<\/li>\n<li>Amb la tecnologia Beacon la xarxa es converteix en una eina que les organitzacions poden emprar per <strong>impulsar una major participaci\u00f3 del client i crear campanyes de m\u00e0rqueting m\u00e9s espec\u00edfiques<\/strong>.<\/li>\n<\/ul>\n<p>En conclusi\u00f3, segons la consultora Dimension Data, automatitzaci\u00f3, intel\u00b7lig\u00e8ncia artificial (IA), an\u00e0lisi i aprenentatge autom\u00e0tic s\u00f3n algunes de les majors inversions de canal que les empreses faran el 2018. Per\u00f2 \u00e9s important que les organitzacions s\u2019assegurin de comptar amb la infraestructura digital i l\u2019estrat\u00e8gia necess\u00e0ries per donar suport a una for\u00e7a de treball h\u00edbrida entre agents i xat bots.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Moltes empreses s\u2019enfronten a una \u201cveritat inc\u00f2moda\u201d quan es tracta de la transformaci\u00f3 digital de l\u2019experi\u00e8ncia dels seus cliens. Si be la majoria de les organitzacions (89%) afirmen que \u00e9s fonamental per a la seva superviv\u00e8ncia, m\u00e9s de la meitat (51%) encara no ha fet res al respecte. Basant-se en les dades de l\u2019informe \u201c2017&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/5-tendencies-dexperiencia-client-afectaran-la-teva-empresa-2018\/\" title=\"Read 5 tend\u00e8ncies d\u2019experi\u00e8ncia de client que afectaran la teva empresa el 2018\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":1,"featured_media":33123,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2145],"tags":[],"class_list":["post-33122","post","type-post","status-publish","format-standard","has-post-thumbnail","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>5 tend\u00e8ncies d\u2019experi\u00e8ncia de client que afectaran la teva empresa el 2018 - 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\/blog\/5-tendencias-experiencia-cliente-afectaran-empresa-2018\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 tend\u00e8ncies d\u2019experi\u00e8ncia de client que afectaran la teva empresa el 2018 - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Moltes empreses s\u2019enfronten a una \u201cveritat inc\u00f2moda\u201d quan es tracta de la transformaci\u00f3 digital de l\u2019experi\u00e8ncia dels seus cliens. 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