Experiencia Cliente

Customer engagement is key in customer experience. Customers who are actively engaged tend to exhibit greater motivation and loyalty towards a brand, feel a stronger sense of social connection, and are more inclined to offer detailed feedback. An important tool to get customers engaged is gamification. Introducing elements of gamification such as points, badges, or

I’ve frequently observed that Customer Experience (CX) initiatives often originate in, or are delegated to, the marketing department. Given their extensive knowledge of customers, markets, and competition, it seems logical to entrust CX efforts to marketing professionals. However, the effectiveness of this approach can vary significantly. There are both advantages and disadvantages to having the

⛔The Pitfalls of Being NPS-Centric⛔ NPS is a good CX metric; however, some organizations become too obsessed with NPS, so much so, that the objective is the metric and not what it represents. Overemphasizing NPS can lead to several issues: it may result in an incomplete understanding of the customer’s overall experience and emotions, lead

Customer Experience Agility refers to an organization’s capability to swiftly and effectively respond to the continuously evolving needs of its customers. Today’s consumers have less patience for unmet needs, making it crucial for organizations to promptly recognize and adapt to changes in customer preferences. Achieving agility in customer experience demands collaborative teamwork, empowered teams and