Jun 20, 2022
In Welcome to the Forum
Customer experience read later favoritesprogrammatic More than 200 executives and business leaders have gathered at the sixth edition of the Customer Experience Congress to value customer experience as the main element to promote the differentiation and competitiveness of Spanish companies. Anticipating customer needs, usa phone list applying technology and data analysis to add value, and guiding the business culture towards consumer-first philosophies have usa phone list the main themes of CEC 2018, which has established itself as the essential meeting of the management field to learn about the best practices and strategies to turn the customer experience into the lever of business growth. VALUE, TRANSPARENCY AND RIGOR: THREE KEYS TO TRANSFORM THE BUSINESS CULTURE The evolution of consumer habits and market competitiveness have forced organizations to transform their business culture to adapt to a paradigm led by an increasingly connected and demanding customer. "Digital transformation has put power in the hands of customers and the faster we understand this concept, the sooner we will be able to adapt our companies to the needs of the consumer. The key to driving organizations through customer experience is to give usa phone list customer the greatest priority, not processes or KPIs, however, usa phone list and collaboration still need to be worked on, Managers are aware that the customer experience has become usa phone list vital aspect for the survival of companies. "Today customers don't buy products, they buy experiences. We can lose customers due to bad experiences, so we must focus our strategy on the customer experience if we want to continue generating business," explains Chams Ejjaouani, Senior Marketing Manager Southern Europe at Zendesk. Similarly, José María Macías, Director of ICEMD Companies, points out that we are in a completely different new scenario. "Customers are looking for added value, not just products and services. The customer experience is revolutionizing the relationship between companies and their customers." For Fernando Summers, CEO of Rastreator.com, value and simplicity are the keys to customer experience. "Our service is based on facilitating and simplifying procedures to improve users' lives. The company's mission is to provide usa phone list to the markets, and simplicity usa phone list savings to consumers, for which we work to adapt to what the user at all times by measuring and analyzing data". For her part, Ana Martínez Pérez-Espinosa, Director of Marketing and Innovation at Grupo Restalia, believes that culture should be based on honesty and transparency. "In order to offer the best customer experience, we must ask ourselves what we can do to satisfy the needs of consumers. The first step is to stop thinking about customers to think about people. In addition, the brand must offer the best version of itself , be authentic, be true. The best loyalty strategy is honesty".