Todo se reduce a la experiencia del cliente. Las marcas han sabido durante mucho tiempo que necesitan pensar en ella, pero en 2018 se empezará a ver el efecto de las compañías que la han puesto en práctica. Un enfoque coordinado en la experiencia y la lealtad del cliente puede ser una mejor ruta hacia la rentabilidad de largo plazo. Las empresas tienen la oportunidad de poner a los clientes sobre todo lo demás, y diferenciarse a través de mejores interacciones más personalizadas. Esto genera un mayor valor para ellos y puede establecerse una relación duradera que crecerá con el tiempo.
Inteligencia artificial, un aliado de negocios
La inteligencia artificial, la emocional y la convencional se fusionarán para mejorar las relaciones laborales y optimizar los resultados empresariales. Es un hecho, las interacciones personales cara a cara mejoran las relaciones tanto en la vida laboral como en la personal.
En 2018 se comenzará a ver a la inteligencia artificial jugar un papel más determinante cuando se establecen relaciones entre colegas, clientes y socios. El reconocimiento facial se integrará a las herramientas de colaboración remota para leer señales visuales. ¿Por qué es esto importante? Porque permitirá que el organizador de una reunión modifique el rumbo de la conversación si es necesario e informe sobre las acciones a seguir. Por ejemplo, un vendedor sabrá que probabilidades hay de que se cierre un acuerdo de negocios o informar a un publicista que la idea que están presentando a los clientes no está teniendo la repercusión que se esperaba.
Habrá más canales de interacción, no menos
En el mercado se escucha con insistencia sobre la inminente muerte del centro de atención telefónica (call center) o de la aparición de los canales que acabarán con el correo electrónico. Sin embargo, la eliminación de esos canales aún es muy lejana… por no decir que nunca sucederá. Los consumidores eligen los canales más o menos dependiendo de su propia conveniencia, pero el nivel de interacción está aumentando.
Adopción rápida de las tecnologías de automatización
Será en 2018, a medida que más casos de éxito salgan a la luz que los programas piloto demuestren el retorno de la inversión (ROI). La ruta al éxito estará marcada con mayor claridad y crecerá la confianza para invertir en tecnología. Asimismo, las compañías comenzarán a sentir la presión de que la ventaja que ganaron los primeros en implementar la inteligencia artificial comenzará a desaparecer y motivará una adopción más generalizada. Además, la tecnología también madurará.
Se reactivará el cambio de la automatización a casos de uso proactivos que ayudará a convertir las interacciones con el servicio en oportunidades de venta, y a ver integraciones más profundas del centro de contacto.
La tecnología de realidad aumentada y virtual podría superar las expectativas
La tecnología se volverá más generalizada y los casos de uso más interesantes, pero aún está por verse su impacto en la experiencia del cliente. Para que sean realmente valiosas, las implementaciones de realidad aumentada (RA)/realidad virtual (RV) necesitan ser vistas como otro canal totalmente funcional. Aunque sin duda la tecnología es genial, si no se integra perfectamente con la experiencia del cliente, se convertirá más en una moda pasajera que en una inversión que genere nuevo valor para los clientes y eleve los ingresos de la compañía.
El mercado medio desaparecerá
Se ha llegado a un punto en el que el mercado se está segmentando en dos tipos de negocios: el mercado masivo y el vivencial. El mercado masivo se afianzará entre empresas que siguen a la vanguardia y le dan a los clientes lo que quieren, cuando lo quieren, todo con envíos sin costo. La otra opción para las compañías es crear un negocio realmente personalizado y de alto contacto que establezca una conexión emocional con los clientes y ofrezca significativamente más valor que precios bajos y opciones infinitas. La tecnología está haciendo posible estos modelos de negocio y las compañías necesitan elegir con el que quieren quedarse.
El IoT salvará a las marcas de consumo
En un futuro en el que la mayoría de las compañías de consumo estará en línea, la oportunidad para que las marcas creen una conexión con sus clientes se vuelve más un desafío y dificulta ganarse la lealtad de los clientes. Adoptar el Internet de las Cosas (IoT) en el momento de interactuar con el cliente ayuda a las compañías a entablar relaciones con ellos y generar una interacción continua que les ayudará a entender mejor sus necesidades, diseñar una experiencia personalizada a partir de dichas interacciones, y finalmente ofrecer valor a ese cliente de la forma en que los competidores no pueden.
La contratación de talento se centrará en lo realmente importante
Se está experimentando un ascenso del individuo en el que la abundancia de candidatos calificados exige a quienes quieren distinguirse del resto desarrollar una marca personal sólida. Más empleados y buscadores de empleo se verán como su propio director general, identificándose menos con su compañía y más con su propia marca personal.
En lo que se refiere a la contratación, las compañías verán más allá de los logros profesionales de un candidato y le darán preferencia a aquellos cuya marca personal encaje bien con la organización. Por ejemplo, cuando se comparan dos solicitantes con habilidades similares, una compañía que valora el pensamiento innovador se inclinará por contratar al individuo que demuestre tener personalidad durante la entrevista en lugar de aquel que jugó según las reglas pero que demostró poca creatividad o chispa.
Aunque todavía hay una probabilidad baja de guerras comerciales, vale la pena observar de cerca las decisiones en cuanto a la política, y las respuestas internacionales que generen, para estar atentos a las señales de escalada.
La atención al cliente es un traje a la medida. Existen compañías que pueden prescindir totalmente de las líneas telefónicas; existen otras que requieren interactuar por ese medio.
Dong Yuezhang wore a very formal half sleeved white shirt and suit pants, looking very old fashioned.Moreover, he was still very energetic. Brother, you go and take a nap.
It s too embarrassing for me to say no now. But it s too expensive.This year, we will vigorously develop primary care, with a large degree of tilt in terms of policies, funds, etc.
My cousin is also a village doctor at Dujiagou Clinic, and he received it from his father.Just as Du Heng was writing the prescription, Li Genmao s wife walked in with red eyes.
And Du Jiang is currently in a state of sweating and no urination, so using Ephedra soup will cause sweating.The special report was written very quickly and was almost completed.
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I m reviewing homework. Du Heng, Do you have time in the evening Wang Shuqiu, What do you want to do Du Heng, Yes.When Deputy Director Li of the Department of Traditional Chinese Medicine heard Xu Pinglin s decision, he stopped staying any longer and turned back to the Department of Traditional Chinese Medicine.
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The person who came was Pei Jihua. He stayed with his wife in the hospital all night, but he still made up his mind to come to Du Heng today.But Du Heng thought for a while and said, Brother Ma, leave your tricycle at our house.
Du Heng thought thoughtfully, Does your husband feel uncomfortable at times For example, dizziness or headache.Yu Haiting waved his hand, Go quickly and don t make any mistakes.
Looking up into the distance makes people feel like there is a giant beast in front of you, watching you quietly.Then you are very profitable, aren t you There is an old Chinese medicine doctor in our county who is very good at treating patients.
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Warriors above the level of refining the gods have a very strong premonition of crisis.The old banana leaf firmly held Ji Xuan s hand.There will be such a day.
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Futures gold and silver, living fours, and some basic treasures of her own materials.
He has reached this point, and he has paid too much for the resurrection, so he is determined not to give up.The other great Dharma figures did not sit idle, and continued to exert their power, trying to deprive Shenshu of his wisdom again.
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Even Meng Jingzhe felt that the Sky Spider s lair might not be in this holy mountain.The Dharma Sign of the Great Sun Reincarnation slowly drifts over.
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You don t have to confront yourself or the Department of Traditional Chinese Medicine, but you can still achieve a small competition and give him power.Let s not talk about whether the old man has that skill or not.
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Your village party secretary said that this child has been obsessed with playing mobile phones and games since he went to the city to study, and his grades are now at the bottom.And the most critical issue is that these projects are not so easy to study.
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It s really a bit off putting. Du Heng asked curiously, Can t you tell me You d better stop asking.He wanted to chat with the director of psychiatry again.
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Gong Daoyang took a deep breath and said, How about this, I ll replace your mother and wait inside with you.After another three minutes, Lawyer Zhou walked out of the office and said to Du Heng, Dean Du, I ve taken this case.
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We can t stop him from holding the position of deputy director.Who can bear it in the long run Who can carefully maintain a clean and warm environment for an unrelated person forever The director of the psychiatry department was speechless in response to Zhang Dewen s question.
The man suddenly realized, Helping his wife to pick up his son, he turned around and prepared to get out of the way.feel. As for a student who has no trust in Chinese medicine, can she learn Chinese medicine well Will she seriously study Chinese medicine Gu Ya lowered her head and didn t see Du Heng s expression, and continued talking, Later, I went to see our Chinese medicine teacher.
After saying that, Du Heng stopped caring about these people and began to concentrate on importing cases.
Todo se reduce a la experiencia del cliente. Las marcas han sabido durante mucho tiempo que necesitan pensar en ella, pero en 2018 se empezará a ver el efecto de las compañías que la han puesto en práctica. Un enfoque coordinado en la experiencia y la lealtad del cliente puede ser una mejor ruta hacia la rentabilidad de largo plazo. Las empresas tienen la oportunidad de poner a los clientes sobre todo lo demás, y diferenciarse a través de mejores interacciones más personalizadas. Esto genera un mayor valor para ellos y puede establecerse una relación duradera que crecerá con el tiempo.