{"id":473608,"date":"2023-04-19T08:35:02","date_gmt":"2023-04-19T15:35:02","guid":{"rendered":"https:\/\/www.genesys.com\/resources\/el-estado-de-la-experiencia-del-cliente"},"modified":"2025-04-09T10:13:57","modified_gmt":"2025-04-09T17:13:57","slug":"state-of-cx","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/es-mx\/resources\/state-of-cx","title":{"rendered":"El estado de la experiencia del cliente"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h1>Informe sobre el estado de la experiencia del cliente<\/h1>\n<p class=\"text-20\">Encuestamos a 5232\u00a0consumidores y 1181\u00a0ejecutivos responsables de CX sobre el estado de la experiencia del cliente.<\/p>\n<p>[\/vc_column_text][vc_single_image image=&#8221;567081&#8243; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_ gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init no-bg-form yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Bienvenido de nuevo,<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">\u00bfNo es usted?<\/a><\/p>\n    <div class=\"form-row cb_available white-box work-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"secondaryEmailAddress1\" id=\"fe644\" value=\"\" placeholder=\"Please provide your work email\">\n        <label for=\"fe644\">Please provide your work email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7014X000003AfjeQAC\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608?thankyou=473608&page_type=resources&page_attr=Informe%3BWhite%20paper\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"es-mx\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"473608\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email Corporativo\" placeholder=\"Email Corporativo\">\n        <label for=\"fe192\">Email Corporativo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nombre\">\n        <label for=\"fe190\">Nombre<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Apellido\">\n        <label for=\"fe191\">Apellido<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">C-Level<\/option><option value=\"VP\">Vicepresidente<\/option><option value=\"Director\">Director<\/option><option value=\"Manager\">Gerente<\/option><option value=\"Principal\">Presidente<\/option><option value=\"Engineer \/ Architect\">Ingeniero \/ arquitecto<\/option><option value=\"Consultant\">Consultor<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Socio<\/option><option value=\"Staff\">Personal<\/option><option value=\"Unknown\">Desconocido<\/option>\n        <\/select>\n        <label for=\"fe219\">Nivel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Reclamos<\/option><option value=\"Collections\">Cobranzas<\/option><option value=\"Contact Center Management\">Gesti\u00f3n del centro de contacto<\/option><option value=\"Customer Experience\">Experiencia del cliente<\/option><option value=\"Customer Service\">Servicio al Cliente<\/option><option value=\"Ecommerce\/Digital Channels\">Canales digitales y de comercio electr\u00f3nico<\/option><option value=\"Finance\">Finanzas<\/option><option value=\"Human Resources\">Recursos Humanos<\/option><option value=\"Influencer\">Influenciador<\/option><option value=\"Information Technology\">Tecnolog\u00edas de la informaci\u00f3n<\/option><option value=\"IT Architecture\">Arquitectura de TI<\/option><option value=\"IT Infrastructure\">Infraestructura de TI<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Mercadeo<\/option><option value=\"Operations \/ Process Management\">Gesti\u00f3n de operaciones \/ procesos<\/option><option value=\"Production Management\">Gesti\u00f3n de la producci\u00f3n<\/option><option value=\"Purchasing\">Compras<\/option><option value=\"Sales\">Ventas<\/option><option value=\"Unknown\">Desconocido<\/option>\n        <\/select>\n        <label for=\"fe218\">Funci\u00f3n<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"company\" id=\"fe193\" value=\"\" placeholder=\"Empresa\">\n        <label for=\"fe193\">Empresa<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Tel\u00e9fono\">\n        <label for=\"fe215\">Tel\u00e9fono<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Pa\u00eds\n<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Ciudad\/Estado<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"city\" id=\"fe226\" value=\"\" placeholder=\"Ciudad\">\n        <label for=\"fe226\">Ciudad<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Cargo\">\n        <label for=\"fe220\">Cargo<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Banca<\/option><option value=\"Business Services\">Servicios empresariales<\/option><option value=\"Capital Markets\">Mercado de Capitales<\/option><option value=\"Communications\">Comunicaciones<\/option><option value=\"Consumer Products\">Bienes de Consumo<\/option><option value=\"Defense & Intelligence\">Defensa e Inteligencia<\/option><option value=\"Education & Non-Profit\">Educaci\u00f3n y Sin \u00c1nimo de Lucro<\/option><option value=\"Energy & Utilities\">Energ\u00eda y Servicios P\u00fablicos<\/option><option value=\"Entertainment\">Entretenimiento<\/option><option value=\"Government\">Gobierno<\/option><option value=\"Insurance\">Seguros<\/option><option value=\"Life Sciences\">Biociencias<\/option><option value=\"Logistics\">Log\u00edstica<\/option><option value=\"Manufacturing\">Manufactura<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Proveedores<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Tecnolog\u00eda<\/option><option value=\"Travel & Hospitality\">Viajes & Hoteleria<\/option><option value=\"Retail Banking\">Banca de Retail<\/option><option value=\"Other\">Otro<\/option>\n        <\/select>\n        <label for=\"fe221\">Industria<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Apenas investigando<\/option><option value=\"Gathering business requirements\">Consolidando requisitos de negocio<\/option><option value=\"Comparing solutions\">Comparando soluciones<\/option><option value=\"Ready for a conversation\">Listo para una conversaci\u00f3n<\/option>\n        <\/select>\n        <label for=\"fe222\">Nivel de Inter\u00e9s<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">De 1 a 20<\/option><option value=\"21-50\">Entre 21 y 50<\/option><option value=\"51-100\">Entre 50 y 100<\/option><option value=\"101-300\">Entre 101 y 300<\/option><option value=\"301-500\">Entre 301 y 500<\/option><option value=\"501-1000\">Entre 501 y 1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">No tengo un Centro de Contacto<\/option><option value=\"Don't Know\">No lo s\u00e9<\/option>\n        <\/select>\n        <label for=\"fe225\">N\u00famero de Agentes<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">S\u00ed. Deseo recibir informaci\u00f3n de Genesys por correo electr\u00f3nico o tel\u00e9fono.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Quiero ser contactado por un especialista de CX.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"El estado de la experiencia del cliente\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608?thankyou=473608&page_type=resources&page_attr=Informe%3BWhite%20paper\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Descargue el informe\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Descargue el informe\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Al proporcionar su informaci\u00f3n, usted acepta nuestra \n <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">pol\u00edtica de privacidad<\/a><\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 82\u00a0%<\/p>\n<p>de los consumidores afirma que la calidad de una empresa es directamente proporcional al servicio que ofrece.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 30\u00a0%<\/p>\n<p>de los consumidores dej\u00f3 de consumir los productos o servicios de una empresa en el \u00faltimo a\u00f1o debido a una mala experiencia.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 41\u00a0%<\/p>\n<p>de los consumidores recomend\u00f3 una empresa tras una experiencia positiva con el servicio de atenci\u00f3n.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;2\/3&#8243; offset=&#8221;vc_col-sm-offset-2&#8243;]<div class=\"component card w-100 bgc-lgray vertical text-start nomedia  chevron-only  p-0 p-lg-3\" ><div class=\"card-body\"><p class=\"text-32\">El 41\u00a0% de los directivos de CX afirma que el mayor desaf\u00edo al que se enfrenta su organizaci\u00f3n es mantenerse a la altura de las crecientes expectativas de los clientes.<\/p>\n<\/div><\/div>[\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column c_sticky=&#8221;yes&#8221; width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">Los consumidores quieren que sus problemas se solucionen, y r\u00e1pido<\/h2>\n<p>Descubra qu\u00e9 es lo m\u00e1s importante para los consumidores seg\u00fan m\u00e1s de 5000\u00a0respuestas globales.[\/vc_column_text][\/vc_column][vc_column width=&#8221;7\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;]<a class=\"component card w-100 bgc-lgray vertical text-center thumbnail custom-wide  \" href=\"#\" target=\"\" rel=\"\" ><div class=\"thumbnail-col   thumbnail\"><img decoding=\"async\" width=\"895\" height=\"394\" class=\"card-img-top thumbnail\" src=\"https:\/\/www.genesys.com\/media\/state-of-cx-2025-ss-teaser.png\" alt=\"state-of-cx-2025-ss-teaser\" ><\/div><div class=\"card-body\"><p class=\"text-40 mb-2\" style=\"text-align: center;\">Descargue el informe para ver el gr\u00e1fico completo y descubrir qu\u00e9 valoran los consumidores<\/p>\n<\/div><div class=\"card-footer text-end\"><div class=\"btn-container justify-content-center\"><div class=\"small mt-0 btn btn-secondary \" href=\"#\" target=\"\" rel=\"\">Obtenga el informe<\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section][vc_section background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221;][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>Los directivos de CX no ofrecen las experiencias omnicanal personalizadas que los consumidores desean<\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 97\u00a0%<\/p>\n<p>de los consumidores considera que es importante poder pasar de un canal a otro sin tener que repetir la informaci\u00f3n.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 84\u00a0%<\/p>\n<p>de los directivos de CX no ofrece diversos canales con tecnolog\u00eda completamente integrada y datos perfectamente conectados.\u00a0[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h3>CX leaders are investing for the future<\/h3>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 33\u00a0%<\/p>\n<p>de los presupuestos de CX se destinar\u00edan a tecnolog\u00eda potenciada con IA en los pr\u00f3ximos 12\u00a0meses.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 57\u00a0%<\/p>\n<p>de la tecnolog\u00eda de CX no est\u00e1 totalmente en la nube.[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;]<\/p>\n<p class=\"h2\">El 33\u00a0%<\/p>\n<p>de los directivos de CX se enfrenta al desaf\u00edo de tener departamentos que operan como silos con soluciones de engagement del cliente aisladas.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column]<a class=\"component-cta-block card w-100 h-100 bgc-glass centered cta-text-start  vc_custom_1743653022338\"  style=\"--ob-bg-mobile:url(https:\/\/www.genesys.com\/media\/state-of-cx-2025-cta-mobile.png);\"  href=\"#\" target=\"\" rel=\"\"><div class=\"row align-items-center image-stack card-body\"><div class=\"col-content col-md-4\"><div class=\"content-container\"><h3>\u00bfEst\u00e1 listo para preparar su estrategia de experiencia del cliente para el futuro?<\/h3>\n<p>Descubra este informe repleto de informaci\u00f3n importante que fue recabada a partir de nuestra encuesta a m\u00e1s de 5000\u00a0consumidores y 1000\u00a0directivos de CX en todo el mundo.<\/p>\n<\/div><div class=\" btn-container mt-2\"><div class=\"btn btn-primary\">Desc\u00e1rguelo ahora<\/div><\/div><\/div><\/div><\/a>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section sec_modern_width=&#8221;enable&#8221; background_color=&#8221;bgc-lgray&#8221; flair=&#8221;%5B%7B%22flair_type%22%3A%22f_type_image%22%2C%22hide_mobile%22%3A%22yes%22%7D%5D&#8221; css=&#8221;.vc_custom_1741380335468{background-image: url(https:\/\/www.genesys.com\/media\/genesys-wave-big-right.png?id=560222) !important;background-position: center !important;background-repeat: no-repeat !important;background-size: cover !important;}&#8221;][vc_row background_color=&#8221;bgc-glass&#8221; content_placement=&#8221;middle&#8221; el_class=&#8221;form-card&#8221;][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;] Informe sobre el estado de la experiencia del cliente Encuestamos a 5232\u00a0consumidores y 1181\u00a0ejecutivos responsables de CX sobre el estado de la experiencia del cliente. [\/vc_column_text][vc_single_image image=&#8221;567081&#8243; css=&#8221;&#8221;][\/vc_column][vc_column width=&#8221;5\/12&#8243; offset=&#8221;vc_col-sm-offset-1&#8243;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column width=&#8221;1\/3&#8243;][vc_column_text ct_style=&#8221;stat&#8221; css=&#8221;&#8221;] El 82\u00a0% de los [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":561408,"template":"","tax_priority":[54],"tax_contenttheme":[14932],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[16637,16754],"tax_buyer_persona":[16889],"tax_sector":[16948,16930,16996,17018,17038,17064],"tax_segment":[],"class_list":["post-473608","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_contenttheme-improve-customer-experience-es-mx","tax_buying_job-job-1-problem-identification-es-mx","tax_buying_job-job-6-consensus-creation-es-mx","tax_buyer_persona-business-es-mx","tax_sector-healthcare-es-mx","tax_sector-financial-es-mx","tax_sector-industrial-es-mx","tax_sector-public-es-mx","tax_sector-retail-es-mx","tax_sector-technology-es-mx","tax_content_type-report-es-mx","tax_content_type-white-paper-es-mx"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/users\/15"}],"version-history":[{"count":19,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608\/revisions"}],"predecessor-version":[{"id":565319,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/resources\/473608\/revisions\/565319"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/media\/561408"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/media?parent=473608"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_priority?post=473608"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_contenttheme?post=473608"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_bundle?post=473608"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_contenttheme2?post=473608"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_capability_sitewide?post=473608"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_products_programs?post=473608"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_buying_job?post=473608"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_buyer_persona?post=473608"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_sector?post=473608"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/es-mx\/wp-json\/wp\/v2\/tax_segment?post=473608"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}