{"id":32838,"date":"2026-03-03T19:20:12","date_gmt":"2026-03-04T01:20:12","guid":{"rendered":"https:\/\/reseller.lat\/?p=32838"},"modified":"2026-03-03T19:23:20","modified_gmt":"2026-03-04T01:23:20","slug":"experiencia-del-cliente-en-latinoamerica","status":"publish","type":"post","link":"https:\/\/reseller.lat\/?p=32838","title":{"rendered":"Experiencia del cliente en Latinoam\u00e9rica debe ser m\u00e1s eficiente"},"content":{"rendered":"\n

Actualmente, la experiencia del cliente en Latinoam\u00e9rica es un factor de alta competitividad para la industria de comercio en general. <\/strong>Ya que anteriormente, con solo brindar un servicio \u201cr\u00e1pido\u201d era suficiente, para cumplir con la expectativa del mercado pero eso va cambiando.<\/p>\n\n\n\n

Superar las expectativas de los consumidores, es un aspecto clave en el segmento comercial pero con la automatizaci\u00f3n y el autoservicio el panorama se transform\u00f3. <\/strong>Otra tendencia que est\u00e1 cambiando a la industria de experiencia al cliente (CX), es la inteligencia artificial.<\/p>\n\n\n\n

Ahora, la velocidad es un requisito b\u00e1sico para la atenci\u00f3n y el servicio, por esto la resoluci\u00f3n instant\u00e1nea, precisa y sin fricciones es un requerimiento. Este fue un tema que se abord\u00f3 en la agenda del foro global de negocio <\/strong>del sector del comercio, \u201cNRF 2026: Retail\u2019s Big Show\u201d.<\/p>\n\n\n\n

Dentro de las actividades del evento, se dej\u00f3 en claro que tanto la tecnolog\u00eda como la propia inteligencia artificial (IA) est\u00e1n acelerando estos procesos. <\/strong>Adem\u00e1s, surgi\u00f3 una advertencia sobre la falta de control, as\u00ed la experiencia del cliente<\/a> en Latinoam\u00e9rica es cr\u00edtica.<\/p>\n\n\n\n

Si alguno de estos aspectos llega a fallar, las organizaciones corren el riesgo de comprometer el nivel de confianza que tienen en el mercado. Para el 87 % de los l\u00edderes de CX en la regi\u00f3n, una respuesta r\u00e1pida es la l\u00ednea base, <\/strong>as\u00ed cualquier cosa m\u00e1s lenta se percibe como un error.<\/p>\n\n\n\n

Del lado del consumidor, la expectativa es clara en la regi\u00f3n, ya que el 84 % afirm\u00f3 que una mayor rapidez y la correcta resoluci\u00f3n de un problema son claves. <\/strong>Para definir su preferencia por alguna empresa o marca, eso en un entorno donde la espera ya no es una opci\u00f3n viable.<\/p>\n\n\n\n

Actualmente la experiencia del cliente en Latinoam\u00e9rica resulta clave<\/strong><\/h2>\n\n\n\n

Otros datos muestran que el 89 % de los l\u00edderes de CX en la regi\u00f3n, afirman que los clientes pueden abandonar una marca si su problema no se resuelve r\u00e1pido. <\/strong>Sin importar el canal de comunicaci\u00f3n, es por ello que la experiencia del cliente en Latinoam\u00e9rica resulta estrat\u00e9gica.<\/p>\n\n\n\n

Tanto en M\u00e9xico como en Chile, dicha percepci\u00f3n alcanza el 92 %, mientras que en Colombia se eleva al 95 %, confirmando una realidad ineludible. <\/strong>La cual consiste en que los clientes, ya no est\u00e1n dispuestos a esperar en procesos de servicio, soporte y atenci\u00f3n a nivel comercial.<\/p>\n\n\n\n

Sin embargo, dicha urgencia se refleja en la operaci\u00f3n diaria ya que los consumidores ahora valoran las resoluciones r\u00e1pidas 1.8 veces m\u00e1s. <\/strong>Esto, por encima de la posibilidad de hablar con un agente humano, es decir antes que una interacci\u00f3n el consumidor busca soluciones.<\/p>\n\n\n\n

Otra cifra clave, sobre la experiencia del cliente en Latinoam\u00e9rica revela que el 91 % de los l\u00edderes de CX en la regi\u00f3n afirman que la IA acelera estos procesos. <\/strong>Sin embargo, uno de los diferenciadores reales es la resoluci\u00f3n, esto desde el primer contacto de los consumidores.<\/p>\n\n\n\n

Por esto, el desaf\u00edo para las organizaciones en Am\u00e9rica Latina consiste en dise\u00f1ar una serie de experiencias de autoservicio, basadas en velocidad y eficiencia. <\/strong>Donde la IA acelere dicha resoluci\u00f3n, todo sin comprometer la confianza, privacidad o sensaci\u00f3n de control del cliente.<\/p>\n\n\n\n

Finalmente, se debe tener en cuenta que la IA est\u00e1 redefiniendo los procesos del servicio al consumidor, <\/strong>por ello es necesario adoptar modelos inteligentes. Las empresas que asuman esto no solo cumplir\u00e1n expectativas, sino que marcar\u00e1n la evoluci\u00f3n del CX<\/a> en toda la regi\u00f3n.<\/p>\n\n\n\n

Por Gilberto Garza, vicepresidente regional de Ventas de Zendesk LATAM<\/em><\/p>\n\n\n\n

\"Experiencia<\/figure>\n","protected":false},"excerpt":{"rendered":"

Actualmente, la experiencia del cliente en Latinoam\u00e9rica es un factor de alta competitividad para la industria de comercio en general. Ya que anteriormente, con solo brindar un servicio \u201cr\u00e1pido\u201d era suficiente, para cumplir con la expectativa del mercado pero eso va cambiando. Superar las expectativas de los consumidores, es un aspecto clave en el segmento […]<\/p>\n","protected":false},"author":3,"featured_media":32839,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[84,61],"tags":[529,2437,289,1825,2176,2629,180,111,3547,990,3548,157,1308],"class_list":["post-32838","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-opinion","category-todas-las-noticias","tag-atencion-al-cliente","tag-comercio","tag-cx","tag-estudios-de-mercado","tag-experiencia-de-cliente","tag-gilberto-garza","tag-ia","tag-inteligencia-artificial","tag-nrf-2026-retails-big-show","tag-retail","tag-servicio-al-cliente","tag-transformacion-digital","tag-zendesk"],"yoast_head":"\nExperiencia del cliente en Latinoam\u00e9rica debe ser m\u00e1s eficiente<\/title>\n<meta name=\"description\" content=\"Actualmente, la experiencia del cliente en Latinoam\u00e9rica es un 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