{"id":201995,"date":"2024-07-08T13:50:32","date_gmt":"2024-07-08T11:50:32","guid":{"rendered":"https:\/\/ipmark.com\/?p=201995"},"modified":"2024-07-08T13:50:32","modified_gmt":"2024-07-08T11:50:32","slug":"reto-personalizacion-en-experiencia-cliente","status":"publish","type":"post","link":"https:\/\/ipmark.com\/?p=201995","title":{"rendered":"El reto de la personalizaci\u00f3n en la experiencia de cliente (CX)"},"content":{"rendered":"<p><strong>Con ocho de cada diez consumidores que afirman que la personalizaci\u00f3n afecta su decisi\u00f3n de elegir una marca, todav\u00eda son menos del 30% las compa\u00f1\u00edas que han puesto en marcha estrategias de experiencia de cliente (CX) basadas en la personalizaci\u00f3n.\u00a0<\/strong><\/p>\n<p><span style=\"font-weight: 400;\">Seg\u00fan datos del Informe del estado de la personalizaci\u00f3n de la CX 2024 de Medallia, un 82% de consumidores afirma que la personalizaci\u00f3n afecta su decisi\u00f3n de elegir una marca. Sin embargo, <strong>solo el 24% de profesionales de CX califican sus esfuerzos de personalizaci\u00f3n como \u2018altamente personalizados\u2019,<\/strong> lo que sugiere que a\u00fan muchas compa\u00f1\u00edas se encuentran en las etapas iniciales de implementar o mejorar sus capacidades en este campo.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Parte responsable de esta falta de personalizaci\u00f3n se debe al desaf\u00edo que todav\u00eda resulta implementarla, siendo los principales obst\u00e1culos los <strong>presupuestos limitados<\/strong> &#8211; que obstaculizan la capacidad de las marcas para invertir en nuevas tecnolog\u00edas-, la<strong> complejidad tecnol\u00f3gica<\/strong> asociada con la integraci\u00f3n de estas soluciones, la <strong>formaci\u00f3n de los empleados<\/strong> en el uso de dichas capacidades,<strong> fuentes de datos aisladas o imprecisas<\/strong> e, incluso, <strong>dificultad para demostrar el ROI<\/strong> de estas iniciativas.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Mayor personalizaci\u00f3n, mayores ingresos<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">De acuerdo con el informe, la alta personalizaci\u00f3n ha emergido como piedra angular de las estrategias de CX de las marcas sobre todo a ra\u00edz de avances tecnol\u00f3gicos como la inteligencia artificial (IA) y el an\u00e1lisis predictivo, que permiten analizar los sentimientos y preferencias de los consumidores.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A este respecto, <strong>un 46% de profesionales indica que su compa\u00f1\u00eda piensa invertir en IA para 2024<\/strong> a trav\u00e9s de \u201cun plan claro sobre los usos y beneficios en el negocio\u201d, lo que supone un aumento de la inversi\u00f3n de un 8% hasta el 39%.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Seg\u00fan el informe de Medallia,\u00a0 <strong>las empresas que integran altos niveles de personalizaci\u00f3n en sus servicios observan un aumento en sus ingresos superior al 10%<\/strong>. Este crecimiento no s\u00f3lo proviene de una mayor satisfacci\u00f3n y retenci\u00f3n del\u00a0 cliente, sino tambi\u00e9n de la capacidad de atraer a nuevos clientes que valoran\u00a0 experiencias altamente personalizadas, aseguran.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Con ocho de cada 10 consumidores que se\u00f1alan elegir a una marca por su capacidad de personalizaci\u00f3n, solo un 24% de compa\u00f1\u00edas asegura que su estrategia es \u201caltamente personalizada\u201d. <\/p>\n","protected":false},"author":29,"featured_media":201997,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[44],"tags":[598,50],"class_list":["post-201995","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-experiencia-de-cliente","tag-tecnologia"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast 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