Centro de Documentacion de Fundación MAPFRE - Building custumer experience for the future

MAP20230008294

Building custumer experience for the future. — Boston [etc.] : Boston Consulting Group, 2023

16 p.

The customer experience is evolving; Customer experience is a fundamental way to drive growth and core business outcomes; By improving the customer experience, companies can realize short term gains and unlock long-term opportunities; New data and tech are transforming customer journeys -- Consumer-experience winners conquer complexity by becoming an orchestration engine for all customer interaction; Customer-experience winners succeed by transforming their businesses around the customer -- Customer experience is primed to remain a priority investment across industries -- Building customer experience for the future is a process of continual upward growth -- Leaders are finding new ways to engage their customers; While stagnating companies are still struggling with omnichannel, future-built companies are already investing in new ways to engage; The best-positioned companies
are also automating CX through generative AI -- Leading companies put customers first, building comprehensive capabilities to support the customer journey; Companies can become customer-experience leaders by deploying the right capabilities at each step of their change journey. — Sumario: The following insights are part of BCG's Build for the future series, based on three years of research conducted on digital transformations at major organizations around the globe. Even before the pandemic turned most individuals into diehard online shoppers, the world of customer interactions was already in a state of flux. The speed of change has only accelerated. Fast-evolving consumer expectations have been met by new capabilities, technical or otherwise, designed to satisfy them. Winning companies have deployed these capabilities to great effect. But these innovators are few and far between. For most businesses, competing with this group will take dramatically rethinking the customer experienceand making the necessary investments to achieve this goal

1. Experiencia del cliente . 2. Satisfacción del cliente . 3. Empresas . 4. Beneficios empresariales . 5. Nuevas tecnologías . 6. Transformación digital . 7. Inteligencia artificial . 8. Captación de clientes . 9. Canales de distribución . 10. Gestión de datos . I. Boston Consulting Group . II. Título.