{"id":1771,"date":"2021-01-18T10:25:39","date_gmt":"2021-01-18T09:25:39","guid":{"rendered":"https:\/\/mstholdingblog.com\/?p=1771"},"modified":"2023-06-06T16:56:26","modified_gmt":"2023-06-06T14:56:26","slug":"omnicanalidad-estamos-lejos-todavia","status":"publish","type":"post","link":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/","title":{"rendered":"Omnicanalidad: \u00bfEstamos lejos todav\u00eda?"},"content":{"rendered":"<h2>El confinamiento de la pandemia en gran parte del mundo ha acelerado en seis a\u00f1os la digitalizaci\u00f3n<\/h2>\n<p>El pasado viernes 15 de enero se public\u00f3 la 3\u00aa edici\u00f3n del Libro de Tendencias <a href=\"http:\/\/www.aeerc.com\/\" target=\"_blank\" rel=\"noopener\">AEERC<\/a> (Asosiaci\u00f3n Espa\u00f1ola de Expertos en la <span class=\"gris_c\">Relaci\u00f3n con Clientes). A continuaci\u00f3n os dejamos el art\u00edculo de la Business Unit Director,\u00a0<a href=\"https:\/\/www.linkedin.com\/in\/ACoAAALCJDMB8V5IB0WOy4wC8hy6DcMQ0eUFaCM\" data-attribute-index=\"2\" data-entity-hovercard-id=\"urn:li:fs_miniProfile:ACoAAALCJDMB8V5IB0WOy4wC8hy6DcMQ0eUFaCM\" data-entity-type=\"MINI_PROFILE\">Jessica Barcel\u00f3<\/a>.<\/span><\/p>\n<p>Seg\u00fan International Data Corporation (IDC), proveedor global de inteligencia de mercado, <strong>el 40% del PIB europeo estar\u00e1 digitalizado en 2021<\/strong>, ya que el confinamiento de la pandemia en gran parte del mundo ha acelerado en seis a\u00f1os la digitalizaci\u00f3n.<\/p>\n<p>El crecimiento del comercio electr\u00f3nico, el uso masivo de la tecnolog\u00eda m\u00f3vil, la expansi\u00f3n de las redes sociales, la demanda por la transparencia, los consumidores m\u00e1s inteligentes e informados y los continuos cambios de paradigma que vivimos, <strong>llevan a las empresas a enfrentarse a la b\u00fasqueda y aplicaci\u00f3n de un m\u00e9todo efectivo de comunicaci\u00f3n y engagement con sus clientes.<\/strong><\/p>\n<p>Hoy en d\u00eda muchas empresas siguen invirtiendo \u00fanicamente en una experiencia multicanal. Casi todas tienen web, gestionan redes sociales y un blog, y usan cada una de estas plataformas de manera independiente, para atraer clientes e interactuar con ellos. Sin embargo, en la mayor\u00eda de los casos, el cliente no percibe una experiencia integrada, ya que no recibe el mismo mensaje en cada uno de estos canales, lo que provoca su descontento e, incluso, su p\u00e9rdida.<\/p>\n<h3>\u00abSaber discernir entre intentar satisfacer a todos los clientes en cada posible punto de contacto, frente a dise\u00f1ar una experiencia omnicanal excepcional para la mayor\u00eda de los clientes&#8230;\u201d<\/h3>\n<p>Por el contrario, en un modelo de estrategia omnicanal, d\u00f3nde se analiza el comportamiento que el cliente tiene de cada plataforma y dispositivo que usa para interactuar con la empresa (<strong>Customer Journey<\/strong>), se dispone de la informaci\u00f3n necesaria para ofrecer una experiencia integrada y con fricci\u00f3n 0.<br \/>\nLas empresas que aplican esta estrategia tienen un objetivo \u00fanico, centrado en el cliente. <strong>Dise\u00f1an sus mensajes para difundirlos de manera uniforme, a trav\u00e9s de los diferentes canales y dispositivos de que disponen, reduciendo costes y mejorando la experiencia de cliente.<\/strong><\/p>\n<p>Pero cuidado, es importante saber discernir entre intentar satisfacer a todos los clientes en cada posible punto de contacto, frente a dise\u00f1ar una experiencia omnicanal excepcional para la mayor\u00eda de los clientes y sobre los canales m\u00e1s importantes para estos.<\/p>\n<p>Un esfuerzo omnicanal dirigido a los mejores modelos de interacci\u00f3n, seg\u00fan Mckinsey (2020), <strong>aumenta dr\u00e1sticamente el grado en que los clientes pueden utilizar las opciones de autoservicio.<\/strong><br \/>\nEn otras aplicaciones, las estrategias omnicanal reducen el tiempo de conversaci\u00f3n de los agentes, alert\u00e1ndolos al inicio de la llamada de las intenciones del cliente tras analizar las interacciones previas a trav\u00e9s de otros canales, presentando as\u00ed una experiencia \u00fanica y personalizada.<\/p>\n<h3>\u201c&#8230;las estrategias omnicanal a\u00fan son un gran reto para la mayor\u00eda de las empresas&#8230;\u201d<\/h3>\n<p>Pese a los avances tecnol\u00f3gicos, es cierto que las estrategias omnicanal a\u00fan son un gran reto para la mayor\u00eda de las empresas, que tampoco encuentran en la RGPD una aliada en el uso de datos de consumidores.<\/p>\n<p>El propio ADN de las empresas que conforman el Holding de MST trabaja bajo un modelo omnicanal, integrando soluciones que van desde la Consultor\u00eda de CX <a href=\"https:\/\/www.consultingc3.com\/index.html\" target=\"_blank\" rel=\"noopener\"><strong>(a trav\u00e9s de Consulting C3)<\/strong><\/a>, servicios de BPO y soluciones de innovaci\u00f3n y transformaci\u00f3n Digital.<\/p>\n<p>La apuesta por la calidad de servicio que hizo MST desde el principio, con la creaci\u00f3n de <strong><a href=\"https:\/\/www.ealicia.com\/ES\/eAlicia.html\" target=\"_blank\" rel=\"noopener\">eAlicia.com<\/a>,<\/strong> la plataforma SaaS m\u00e1s completa para la gesti\u00f3n global e integral de la experiencia cliente, en un modelo 360, es una de las referencias claras de su foco por la experiencia cliente.<\/p>\n<p style=\"text-align: right;\"><strong>J\u00e9ssica Barcelo &#8211; Business Unit Director MST Holding<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>El confinamiento de la pandemia en gran parte del mundo ha acelerado en seis a\u00f1os la digitalizaci\u00f3n El pasado viernes 15 de enero se public\u00f3 la 3\u00aa edici\u00f3n del Libro de Tendencias AEERC (Asosiaci\u00f3n Espa\u00f1ola de Expertos en la Relaci\u00f3n con Clientes). A continuaci\u00f3n os dejamos el art\u00edculo de la Business Unit Director,\u00a0Jessica Barcel\u00f3. Seg\u00fan [&hellip;]<\/p>\n","protected":false},"author":7,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[3],"tags":[6],"class_list":["post-1771","post","type-post","status-publish","format-standard","hentry","category-noticias","tag-aeerc"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\r\n<title>Omnicanalidad: \u00bfEstamos lejos todav\u00eda? - MST Holding Blog<\/title>\r\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\r\n<link rel=\"canonical\" href=\"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/\" \/>\r\n<meta property=\"og:locale\" content=\"es_ES\" \/>\r\n<meta property=\"og:type\" content=\"article\" \/>\r\n<meta property=\"og:title\" content=\"Omnicanalidad: \u00bfEstamos lejos todav\u00eda? - MST Holding Blog\" \/>\r\n<meta property=\"og:description\" content=\"El confinamiento de la pandemia en gran parte del mundo ha acelerado en seis a\u00f1os la digitalizaci\u00f3n El pasado viernes 15 de enero se public\u00f3 la 3\u00aa edici\u00f3n del Libro de Tendencias AEERC (Asosiaci\u00f3n Espa\u00f1ola de Expertos en la Relaci\u00f3n con Clientes). A continuaci\u00f3n os dejamos el art\u00edculo de la Business Unit Director,\u00a0Jessica Barcel\u00f3. Seg\u00fan [&hellip;]\" \/>\r\n<meta property=\"og:url\" content=\"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/\" \/>\r\n<meta property=\"og:site_name\" content=\"MST Holding Blog\" \/>\r\n<meta property=\"article:published_time\" content=\"2021-01-18T09:25:39+00:00\" \/>\r\n<meta property=\"article:modified_time\" content=\"2023-06-06T14:56:26+00:00\" \/>\r\n<meta name=\"author\" content=\"Raquel\" \/>\r\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\r\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Raquel\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutos\" \/>\r\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/\"},\"author\":{\"name\":\"Raquel\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#\\\/schema\\\/person\\\/9487f58c917c4ddf28cf4a0db8443af4\"},\"headline\":\"Omnicanalidad: \u00bfEstamos lejos todav\u00eda?\",\"datePublished\":\"2021-01-18T09:25:39+00:00\",\"dateModified\":\"2023-06-06T14:56:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/\"},\"wordCount\":655,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#organization\"},\"keywords\":[\"AEERC\"],\"articleSection\":[\"NOTICIAS\"],\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/\",\"url\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/\",\"name\":\"Omnicanalidad: \u00bfEstamos lejos todav\u00eda? - MST Holding Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#website\"},\"datePublished\":\"2021-01-18T09:25:39+00:00\",\"dateModified\":\"2023-06-06T14:56:26+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/omnicanalidad-estamos-lejos-todavia\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Omnicanalidad: \u00bfEstamos lejos todav\u00eda?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/\",\"name\":\"MST Holding Blog\",\"description\":\"Todo lo que debes saber a cerca de las novedades de MST Holding.\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"es\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#organization\",\"name\":\"MST Holding Blog\",\"url\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/07\\\/cropped-mstholding_logo-2.jpg\",\"contentUrl\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/07\\\/cropped-mstholding_logo-2.jpg\",\"width\":480,\"height\":213,\"caption\":\"MST Holding Blog\"},\"image\":{\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/#\\\/schema\\\/person\\\/9487f58c917c4ddf28cf4a0db8443af4\",\"name\":\"Raquel\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/2ad079b609afe14a66d2677dedd9c859cd0786efd48bf77f82fddc5f5e292459?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/2ad079b609afe14a66d2677dedd9c859cd0786efd48bf77f82fddc5f5e292459?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/2ad079b609afe14a66d2677dedd9c859cd0786efd48bf77f82fddc5f5e292459?s=96&d=mm&r=g\",\"caption\":\"Raquel\"},\"url\":\"https:\\\/\\\/www.mstholding.com\\\/blog\\\/author\\\/raquels\\\/\"}]}<\/script>\r\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Omnicanalidad: \u00bfEstamos lejos todav\u00eda? - MST Holding Blog","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:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/","og_locale":"es_ES","og_type":"article","og_title":"Omnicanalidad: \u00bfEstamos lejos todav\u00eda? - MST Holding Blog","og_description":"El confinamiento de la pandemia en gran parte del mundo ha acelerado en seis a\u00f1os la digitalizaci\u00f3n El pasado viernes 15 de enero se public\u00f3 la 3\u00aa edici\u00f3n del Libro de Tendencias AEERC (Asosiaci\u00f3n Espa\u00f1ola de Expertos en la Relaci\u00f3n con Clientes). A continuaci\u00f3n os dejamos el art\u00edculo de la Business Unit Director,\u00a0Jessica Barcel\u00f3. Seg\u00fan [&hellip;]","og_url":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/","og_site_name":"MST Holding Blog","article_published_time":"2021-01-18T09:25:39+00:00","article_modified_time":"2023-06-06T14:56:26+00:00","author":"Raquel","twitter_card":"summary_large_image","twitter_misc":{"Escrito por":"Raquel","Tiempo de lectura":"3 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/#article","isPartOf":{"@id":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/"},"author":{"name":"Raquel","@id":"https:\/\/www.mstholding.com\/blog\/#\/schema\/person\/9487f58c917c4ddf28cf4a0db8443af4"},"headline":"Omnicanalidad: \u00bfEstamos lejos todav\u00eda?","datePublished":"2021-01-18T09:25:39+00:00","dateModified":"2023-06-06T14:56:26+00:00","mainEntityOfPage":{"@id":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/"},"wordCount":655,"commentCount":0,"publisher":{"@id":"https:\/\/www.mstholding.com\/blog\/#organization"},"keywords":["AEERC"],"articleSection":["NOTICIAS"],"inLanguage":"es","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/","url":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/","name":"Omnicanalidad: \u00bfEstamos lejos todav\u00eda? - MST Holding Blog","isPartOf":{"@id":"https:\/\/www.mstholding.com\/blog\/#website"},"datePublished":"2021-01-18T09:25:39+00:00","dateModified":"2023-06-06T14:56:26+00:00","breadcrumb":{"@id":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/#breadcrumb"},"inLanguage":"es","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.mstholding.com\/blog\/omnicanalidad-estamos-lejos-todavia\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.mstholding.com\/blog\/"},{"@type":"ListItem","position":2,"name":"Omnicanalidad: \u00bfEstamos lejos todav\u00eda?"}]},{"@type":"WebSite","@id":"https:\/\/www.mstholding.com\/blog\/#website","url":"https:\/\/www.mstholding.com\/blog\/","name":"MST Holding Blog","description":"Todo lo que debes saber a cerca de las novedades de MST Holding.","publisher":{"@id":"https:\/\/www.mstholding.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.mstholding.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"es"},{"@type":"Organization","@id":"https:\/\/www.mstholding.com\/blog\/#organization","name":"MST Holding Blog","url":"https:\/\/www.mstholding.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/www.mstholding.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/07\/cropped-mstholding_logo-2.jpg","contentUrl":"https:\/\/www.mstholding.com\/blog\/wp-content\/uploads\/2019\/07\/cropped-mstholding_logo-2.jpg","width":480,"height":213,"caption":"MST Holding Blog"},"image":{"@id":"https:\/\/www.mstholding.com\/blog\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/www.mstholding.com\/blog\/#\/schema\/person\/9487f58c917c4ddf28cf4a0db8443af4","name":"Raquel","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/secure.gravatar.com\/avatar\/2ad079b609afe14a66d2677dedd9c859cd0786efd48bf77f82fddc5f5e292459?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/2ad079b609afe14a66d2677dedd9c859cd0786efd48bf77f82fddc5f5e292459?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/2ad079b609afe14a66d2677dedd9c859cd0786efd48bf77f82fddc5f5e292459?s=96&d=mm&r=g","caption":"Raquel"},"url":"https:\/\/www.mstholding.com\/blog\/author\/raquels\/"}]}},"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"amp_enabled":true,"_links":{"self":[{"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/posts\/1771","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/users\/7"}],"replies":[{"embeddable":true,"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/comments?post=1771"}],"version-history":[{"count":1,"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/posts\/1771\/revisions"}],"predecessor-version":[{"id":3510,"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/posts\/1771\/revisions\/3510"}],"wp:attachment":[{"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/media?parent=1771"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/categories?post=1771"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.mstholding.com\/blog\/wp-json\/wp\/v2\/tags?post=1771"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}