{"id":42839,"date":"2023-05-23T07:00:45","date_gmt":"2023-05-23T05:00:45","guid":{"rendered":"https:\/\/enreach.es\/?p=42839"},"modified":"2023-06-07T14:43:13","modified_gmt":"2023-06-07T12:43:13","slug":"de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients","status":"publish","type":"post","link":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/","title":{"rendered":"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients"},"content":{"rendered":"<p>Mirant cap enrere tres o quatre anys, pocs haurien pogut predir les noves i lucratives oportunitats que han sorgit recentment pels sotscontractistes de processos comercials, (BPO, per les seves sigles en angl\u00e8s).<\/p>\n<p>No obstant, amb el benefici de la retrospectiva, ara podem veure com <strong>la pand\u00e8mia de COVID-19 va assentar les bases a l\u2019accelerar el creixement de l\u2019experi\u00e8ncia del client (CX) i les \u00e0mplies transformacions digitals que s\u2019han produ\u00eft (i es produiran encara) per complir amb les expectatives dels clients d\u2019avui<\/strong>. Quines s\u00f3n exactament aquestes oportunitats, com arribem aqu\u00ed i quin \u00e9s el millor cam\u00ed a seguir?<\/p>\n<h3><strong>El catalitzador del canvi<\/strong><\/h3>\n<p>La pand\u00e8mia va crear una tempesta perfecta que va servir per catalitzar un canvi sense precedents. A mida que el comer\u00e7 es va tancar, els consumidors confinats a les seves llars encara necessitaven molts dels b\u00e9ns i serveis als quals estaven acostumats (potser fins i tot amb m\u00e9s urg\u00e8ncia que mai). Tanmateix, les empreses es van enfrontar sobtadament al nou repte de respondre amb una for\u00e7a laboral que tamb\u00e9 estava en gran mesura confinada a casa seva.<\/p>\n<p>Si b\u00e9 va ser dif\u00edcil, van sorgir nous consumidors, empleats i empreses. Per\u00f2 aviat va quedar clar que les coses mai tornarien a ser iguals. <strong>Als clients els hi van agradar les noves comoditats online que les empreses van implementar r\u00e0pidament a trav\u00e9s de <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/\"><strong>canals de comunicaci\u00f3 basats en l\u2019omnicanalitat<\/strong><\/a><strong> com <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/email\/\"><strong>email<\/strong><\/a><strong>, <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/whatsapp\/\"><strong>WhatsApp<\/strong><\/a><strong>, <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/webchat\/\"><strong>WebChat<\/strong><\/a><strong>, <\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/cloud-omnichannel\/sms\/\"><strong>SMS<\/strong><\/a><strong>, etc<\/strong>. Als empleats els hi agradava treballar des de casa. I les empreses van aprendre que podien prosperar implantant el treball remot. Aquesta \u00e9s la nova normalitat.<\/p>\n<h3><strong>Quines tend\u00e8ncies observem avui?<\/strong><\/h3>\n<h3><strong>1) Digitalitzaci\u00f3<\/strong><\/h3>\n<p>La digitalitzaci\u00f3 ha trobat expressi\u00f3 de dues formes. Primer, \u00e9s amb el canvi al n\u00favol (tamb\u00e9 conegut com a n\u00favol 1.0). <strong>L\u2019adopci\u00f3 del n\u00favol no nom\u00e9s s\u2019ha accelerat, sin\u00f3 que avui ja estem a la c\u00faspide d\u2019un moviment emergent de n\u00favol 3.0<\/strong>. <strong>aquests n\u00favols especialitzats fan que sigui m\u00e9s f\u00e0cil construir i integrar noves solucions comercials<\/strong>.<\/p>\n<p>En segon lloc, est\u00e0 el <strong>gran augment del primer consumidor digital<\/strong>. <strong>Aquesta \u00e9s una nova cohort d\u2019usuaris que est\u00e0 completament immersa, flu\u00efda i preferentment lleials a totes les coses digitals, totalment habilitades per dispositius intel\u00b7ligents omnipresents<\/strong>. Prefereixen navegar en l\u00ednia que visitar una botiga, xatejar en lloc de parlar per tel\u00e8fon o autoservei en lloc d\u2019esperar a que alg\u00fa els ajudi.<\/p>\n<p><strong>Aquest nou primer client digital \u00e9s<\/strong>, sens dubte, <strong>la for\u00e7a darrere de molts dels canvis de CX que les marques estan implementant<\/strong>.<\/p>\n<h3><strong>2) Transformaci\u00f3<\/strong><\/h3>\n<p>Les empreses ara estan posant un <strong>nou enfocament en la transformaci\u00f3 digital:<\/strong> <strong>la modernitzaci\u00f3 de les tecnologies i els processos de treball<\/strong>. El cam\u00ed cap aquesta transformaci\u00f3 va ser facilitat pel Cloud Computing i est\u00e0 impulsat per la necessitat competitiva d\u2019augmentar el rendiment, reduir els costos i crear una clara diferenciaci\u00f3 amb els clients.<\/p>\n<p><strong>La Intel\u00b7lig\u00e8ncia Artificial (IA), l\u2019automatitzaci\u00f3 i l\u2019an\u00e0lisi estan liderant moltes de les iniciatives de transformaci\u00f3<\/strong>. Amb una gran quantitat de dades, <strong>les an\u00e0lisis sofisticades ara poden senyalar on s\u2019han de realitzar millores, i l\u2019automatitzaci\u00f3 fa que sigui molt m\u00e9s f\u00e0cil millorar els processos de treball de manera m\u00e9s efica\u00e7<\/strong>. Com a resultat, les empreses poden tornar-se m\u00e9s productives i innovar m\u00e9s r\u00e0pidament, quelcom que es requereix per complaure als clients digitals m\u00e9s exigents.<\/p>\n<h3><strong>3) Utilitzaci\u00f3 de la for\u00e7a laboral<\/strong><\/h3>\n<p>L\u2019adquisici\u00f3 i utilitzaci\u00f3 dels empleats tamb\u00e9 est\u00e0 experimentant una transformaci\u00f3. <strong>A mida que la proporci\u00f3 d\u2019interaccions client-marca es torna cada cop m\u00e9s digital (asincr\u00f2nica) i d\u2019autoservei (automatitzada), la demanda i disponibilitat de m\u00e0 d\u2019obra qualificada tamb\u00e9 canvia<\/strong>. A m\u00e9s, <strong>el n\u00favol ha esborrat moltes fronteres geogr\u00e0fiques, el que fa possible obtenir talent de manera competitiva des de gaireb\u00e9 qualsevol part del m\u00f3n<\/strong>.<\/p>\n<h3><strong>Una nova era<\/strong><\/h3>\n<p>Llavors, qu\u00e8 vol dir aix\u00f2 per un BPO? Quant al volum d\u2019interacci\u00f3, <strong>moltes interaccions amb els clients estan: 1) dissenyades com a part integral d\u2019un viatge del client m\u00e9s gran i orquestrat amb m\u00e9s cura; 2) brindar m\u00e9s opcions d\u2019autoservei; i 3) per necessitat, requerint una integraci\u00f3 molt m\u00e9s estreta amb les dades i sistemes del client.<\/strong><\/p>\n<p>Els BPO m\u00e9s exitosos estan descobrint formes noves i rendibles d\u2019associar-se amb els clients assumint una major propietat d\u2019extrem a extrem para totes les interaccions que tenen lloc durant una fase del viatge del client o fins i tot durant tot el <em>customer journey<\/em>. Al fer-ho, s\u2019estan convertint en sotscontractistes estrat\u00e8gics de l\u2019experi\u00e8ncia del client.<\/p>\n<h3><strong>L\u2019auge de la subcontractaci\u00f3 de CX<\/strong><\/h3>\n<p>Qu\u00e8 defineix a un sotscontractista estrat\u00e8gic d\u2019experi\u00e8ncia del client? Per respondre a aquesta pregunta, primer hem de considerar com han canviat els requisits comercials dels clients potencials. No obstant, aix\u00f2 \u00e9s menys una discussi\u00f3 sobre qu\u00e8 o per qu\u00e8 i m\u00e9s sobre com. <strong>L\u2019objectiu m\u00e9s ampli, brindar una millor experi\u00e8ncia al client, no ha canviat<\/strong>. <strong>El que \u00e9s variable \u00e9s com les diferents organitzacions de clients prefereixen complir els seus objectius<\/strong>.<\/p>\n<h3><strong>1) Interaccions sotscontractades per viatges \u201cclau en m\u00e0\u201d<\/strong><\/h3>\n<p>Els clients volen la flexibilitat de sotscontractar parts o fins i tot potencialment tot el <em>customer journey<\/em>. <strong>Per oferir una soluci\u00f3 adequada, un BPO de CX ha de satisfer quatre requisits fonamentals:<\/strong><\/p>\n<ul style=\"list-style-type: disc;\">\n<li>Crear i donar suport a les interaccions per qualsevol part del viatge del client, no nom\u00e9s aquelles tradicionals de suport o servei.<\/li>\n<li>Dissenyar i administrar m\u00e9s que interaccions de veu heretades. <strong>Ara es requereixen interaccions omnicanal robustes i combinades d\u2019autoajuda i assist\u00e8ncia en viu<\/strong>.<\/li>\n<li>Combinar els empleats sotscontractats amb la demanda d\u2019interacci\u00f3 i els requisits d\u2019habilitats.<\/li>\n<li><strong>Facilitar una integraci\u00f3 m\u00e9s profunda amb els sistemes administratius del client (<\/strong><a href=\"https:\/\/enreach.es\/software-call-contact-center\/integraciones\/\"><strong>CRM<\/strong><\/a><strong>)<\/strong>.<\/li>\n<\/ul>\n<h3><strong>2) CX consultiu<\/strong><\/h3>\n<p>Alguns clients voldran crear i administrar els seus propis viatges i interaccions amb els usuaris. <strong>Per ells, els sotscontractistes de CX poden ajudar de dues maneres importants<\/strong>: en primer lloc, <strong>funcionant com un prove\u00efdor de serveis gestionats proporcionant la tecnologia CX subjacent<\/strong>; en segon lloc, gr\u00e0cies a la seva gran experi\u00e8ncia operativa, <strong>monetitzant aquesta experi\u00e8ncia a trav\u00e9s de diversos compromisos de consultoria per ajudar als clients a dissenyar i administrar els seus propis <em>customer journey<\/em> i maximitzar el rendiment operatiu, l\u2019efici\u00e8ncia i l\u2019estalvi de costos<\/strong>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mirant cap enrere tres o quatre anys, pocs haurien pogut predir les noves i lucratives oportunitats que han sorgit recentment pels sotscontractistes de processos comercials, (BPO, per les seves sigles en angl\u00e8s). No obstant, amb el benefici de la retrospectiva, ara podem veure com la pand\u00e8mia de COVID-19 va assentar les bases a l\u2019accelerar el&#8230;  <a class=\"excerpt-read-more\" href=\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\" title=\"Read De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients\">Read more &raquo;<\/a><\/p>\n","protected":false},"author":7,"featured_media":42805,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","footnotes":""},"categories":[2144],"tags":[4673,4599,3196,3197,4729,3535,3204,3289,3202,4730,3537,4291,3573,3106,4728,3374,4727,3420,3155],"class_list":["post-42839","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-comunicacions-al-nuvol","tag-analisi","tag-analisis-ca","tag-automatitzacio","tag-autoservei","tag-bpo-ca","tag-cloud-computing-ca","tag-crm-ca","tag-customer-journey","tag-cx-ca","tag-cxo-ca","tag-eficiencia-ca","tag-estalvi-de-costos","tag-expectatives-dels-clients","tag-ia-ca","tag-nuvol-3-0","tag-omnicanalitat","tag-rendiment-operatiu","tag-transformacio-digital","tag-treball-remot"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.7 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients - Enreach ES<\/title>\n<meta name=\"description\" content=\"Els BPO ara estan posant un nou enfocament en la transformaci\u00f3 digital: la modernitzaci\u00f3 de les tecnologies i els processos de treball.\" \/>\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\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\" \/>\n<meta property=\"og:locale\" content=\"ca_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients - Enreach ES\" \/>\n<meta property=\"og:description\" content=\"Els BPO ara estan posant un nou enfocament en la transformaci\u00f3 digital: la modernitzaci\u00f3 de les tecnologies i els processos de treball.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\" \/>\n<meta property=\"og:site_name\" content=\"Enreach ES\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-23T05:00:45+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-06-07T12:43:13+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1920\" \/>\n\t<meta property=\"og:image:height\" content=\"1080\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Product User\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrit per\" \/>\n\t<meta name=\"twitter:data1\" content=\"Product User\" \/>\n\t<meta name=\"twitter:label2\" content=\"Temps estimat de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minuts\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\"},\"author\":{\"name\":\"Product User\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"headline\":\"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients\",\"datePublished\":\"2023-05-23T05:00:45+00:00\",\"dateModified\":\"2023-06-07T12:43:13+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\"},\"wordCount\":1100,\"image\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png\",\"keywords\":[\"an\u00e0lisi\",\"an\u00e1lisis\",\"automatitzaci\u00f3\",\"autoservei\",\"BPO\",\"Cloud Computing\",\"CRM\",\"customer journey\",\"CX\",\"CXO\",\"eficiencia\",\"estalvi de costos\",\"expectatives dels clients\",\"IA\",\"n\u00favol 3.0\",\"omnicanalitat\",\"rendiment operatiu\",\"transformaci\u00f3 digital\",\"treball remot\"],\"articleSection\":[\"Sistemes de telefonia empresarial\"],\"inLanguage\":\"ca\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\",\"url\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\",\"name\":\"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients - Enreach ES\",\"isPartOf\":{\"@id\":\"https:\/\/enreach.es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png\",\"datePublished\":\"2023-05-23T05:00:45+00:00\",\"dateModified\":\"2023-06-07T12:43:13+00:00\",\"author\":{\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\"},\"description\":\"Els BPO ara estan posant un nou enfocament en la transformaci\u00f3 digital: la modernitzaci\u00f3 de les tecnologies i els processos de treball.\",\"breadcrumb\":{\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#breadcrumb\"},\"inLanguage\":\"ca\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage\",\"url\":\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png\",\"contentUrl\":\"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png\",\"width\":1920,\"height\":1080},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Portada\",\"item\":\"https:\/\/enreach.es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/enreach.es\/#website\",\"url\":\"https:\/\/enreach.es\/\",\"name\":\"Enreach ES\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/enreach.es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"ca\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4\",\"name\":\"Product User\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"ca\",\"@id\":\"https:\/\/enreach.es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g\",\"caption\":\"Product User\"},\"url\":\"https:\/\/enreach.es\/ca\/blog\/author\/enreach-product-usr\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients - Enreach ES","description":"Els BPO ara estan posant un nou enfocament en la transformaci\u00f3 digital: la modernitzaci\u00f3 de les tecnologies i els processos de treball.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/","og_locale":"ca_ES","og_type":"article","og_title":"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients - Enreach ES","og_description":"Els BPO ara estan posant un nou enfocament en la transformaci\u00f3 digital: la modernitzaci\u00f3 de les tecnologies i els processos de treball.","og_url":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/","og_site_name":"Enreach ES","article_published_time":"2023-05-23T05:00:45+00:00","article_modified_time":"2023-06-07T12:43:13+00:00","og_image":[{"width":1920,"height":1080,"url":"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png","type":"image\/png"}],"author":"Product User","twitter_card":"summary_large_image","twitter_misc":{"Escrit per":"Product User","Temps estimat de lectura":"5 minuts"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#article","isPartOf":{"@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/"},"author":{"name":"Product User","@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4"},"headline":"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients","datePublished":"2023-05-23T05:00:45+00:00","dateModified":"2023-06-07T12:43:13+00:00","mainEntityOfPage":{"@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/"},"wordCount":1100,"image":{"@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png","keywords":["an\u00e0lisi","an\u00e1lisis","automatitzaci\u00f3","autoservei","BPO","Cloud Computing","CRM","customer journey","CX","CXO","eficiencia","estalvi de costos","expectatives dels clients","IA","n\u00favol 3.0","omnicanalitat","rendiment operatiu","transformaci\u00f3 digital","treball remot"],"articleSection":["Sistemes de telefonia empresarial"],"inLanguage":"ca"},{"@type":"WebPage","@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/","url":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/","name":"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients - Enreach ES","isPartOf":{"@id":"https:\/\/enreach.es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage"},"image":{"@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage"},"thumbnailUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png","datePublished":"2023-05-23T05:00:45+00:00","dateModified":"2023-06-07T12:43:13+00:00","author":{"@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4"},"description":"Els BPO ara estan posant un nou enfocament en la transformaci\u00f3 digital: la modernitzaci\u00f3 de les tecnologies i els processos de treball.","breadcrumb":{"@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#breadcrumb"},"inLanguage":"ca","potentialAction":[{"@type":"ReadAction","target":["https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/"]}]},{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#primaryimage","url":"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png","contentUrl":"https:\/\/enreach.es\/wp-content\/uploads\/2023\/02\/post_37_linkedin-min.png","width":1920,"height":1080},{"@type":"BreadcrumbList","@id":"https:\/\/enreach.es\/ca\/blog\/de-bpo-a-cxo-cx-outsourcer-lauge-de-les-transformacions-digitals-per-satisfer-les-expectatives-dels-clients\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Portada","item":"https:\/\/enreach.es\/"},{"@type":"ListItem","position":2,"name":"De BPO a CXO (CX Outsourcer): L\u2019auge de les transformacions digitals per satisfer les expectatives dels clients"}]},{"@type":"WebSite","@id":"https:\/\/enreach.es\/#website","url":"https:\/\/enreach.es\/","name":"Enreach ES","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/enreach.es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"ca"},{"@type":"Person","@id":"https:\/\/enreach.es\/#\/schema\/person\/9abaa98deb451f01dbd96307250590b4","name":"Product User","image":{"@type":"ImageObject","inLanguage":"ca","@id":"https:\/\/enreach.es\/#\/schema\/person\/image\/","url":"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/f3e75291fc65052d7e32bd862c9164dc7994f9e6daf233be6575fe9493397656?s=96&d=mm&r=g","caption":"Product User"},"url":"https:\/\/enreach.es\/ca\/blog\/author\/enreach-product-usr\/"}]}},"_links":{"self":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/42839","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/comments?post=42839"}],"version-history":[{"count":1,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/42839\/revisions"}],"predecessor-version":[{"id":42843,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/posts\/42839\/revisions\/42843"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media\/42805"}],"wp:attachment":[{"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/media?parent=42839"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/categories?post=42839"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/enreach.es\/ca\/wp-json\/wp\/v2\/tags?post=42839"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}