In a highly competitive landscape, adopting an omnichannel approach might lead to a market advantage in terms of acquiring and retaining customers, as well as a means to ensure business sustainability. Omnichannel organizations ...

Por su novedad, son muy pocos los estudios que mencionan al CEM como factor potencial para una mejor satisfacción del cliente y especialmente para el crecimiento del negocio. El objetivo de esta tesis es ofrecer una ...

Customer experience (CX) is an aggregate of consumer touch points that can be brand-owned (completely controlled by the firm), partner-owned (collectively controlled by the firm and one or more of its partners), customer-owned ...

Omnichannel as a strategy has long been associated with retailing, but service-based organizations have been increasingly embracing it with the help of digital technologies. Moving from a multichannel to an omnichannel ...

In the following document, the experiences acquired by the student in question, who chose to perform the professional practices in the company EMTELCO CX & BPO, which is a company focused on the contact center sector and ...