face to face: customer innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-f2f_ci.pdf ·...
TRANSCRIPT
![Page 1: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/1.jpg)
www.customercongress.es @BCCongress
Presentado por:
Face to Face: Customer Innovation
Moderador: Vicente G. Moreno
Senior Advisor| AEC
Jose Luis Velasco
Director de Calidad, Sostenibilidad
y Servicio al Cliente
Loewe
@joselvelasco63
Herènia Casas
Customer Experience Manager
Schibsted
@hereniacasasjua
![Page 2: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/2.jpg)
www.customercongress.es @BCCongress
Vicente G. Moreno
Senior Advisor| AEC
Face to Face: Customer Innovation
![Page 3: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/3.jpg)
www.customercongress.es @BCCongress
Herènia Casas
Customer Experience Manager| Schibsted
@hereniacasasjua
Face to Face: Customer Innovation
![Page 4: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/4.jpg)
www.customercongress.es @BCCongress
¿Qué es Schibsted Spain?
Marketplace que mejora la vida de las personas. Somos la compañía de anuncios online
y ofertas de empleo más grande y diversificada del país.
La experiencia de cliente es clave en nuestra estrategia.
+190M visitas/mes
+2,7M páginas vistas/mes
![Page 5: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/5.jpg)
www.customercongress.es @BCCongress
Hacemos cosas chulas como…
![Page 6: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/6.jpg)
www.customercongress.es @BCCongress
Hacemos cosas chulas como…
Ahorrar 700.000 toneladas de CO2 en España (2016)
![Page 7: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/7.jpg)
www.customercongress.es @BCCongress
Hacemos cosas chulas como…
Ahorrar 700.000 toneladas de CO2 en España (2016)
![Page 8: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/8.jpg)
www.customercongress.es @BCCongress
2 ejemplos prácticos
¿Cómo mejoramos la vida de las personas? 2 ejemplos prácticos de innovación con clientes
![Page 9: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/9.jpg)
www.customercongress.es @BCCongress
2 ejemplos prácticos
![Page 10: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/10.jpg)
www.customercongress.es @BCCongress
CEX Training Program
Nace para mejorar productos, servicios y procesos en base a la experiencia y opinión de nuestros usuarios
Fomenta el coworking
![Page 11: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/11.jpg)
www.customercongress.es @BCCongress
CEX Training Program
NPS Evolution (users Real Estate)
Loya
lty
![Page 12: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/12.jpg)
www.customercongress.es @BCCongress
¡Gracias!
![Page 13: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/13.jpg)
www.customercongress.es @BCCongress
CEX Training Program
#PracticalCustomerOriented: 22 mejoras (16) y 24 (17) #WithCustomers: Experiencias reales y soluciones con clientes #Coworking: + 300 participantes (16) y 82 (17) #Databased: No “feeling” sino medición #ContinuousImprovement: Metodología Agile
![Page 14: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/14.jpg)
www.customercongress.es @BCCongress
CEX Training Program
“Un buen programa.
He podido sentir que el
entusiasmo y
dedicación del equipo
ha cambiado el
comportamiento y la cultura de la empresa.” Toshi Yoshioka,
Customer Experience Director
![Page 15: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/15.jpg)
www.customercongress.es @BCCongress
Customer Journey único
Customer
Journey
![Page 16: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/16.jpg)
www.customercongress.es @BCCongress
Customer Journey único
![Page 17: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/17.jpg)
www.customercongress.es @BCCongress
Customer Journey único
Un usuario utiliza más de un portal
![Page 18: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/18.jpg)
www.customercongress.es @BCCongress
Customer Journey único
1. FAQ Priorizamos las
más consultadas. Potente motor de
búsqueda.
2. ¿Lo sabías? Propuestas y links según búsquedas.
3. Formulario FCR 93%
4. Teléfono NDS 96%
5. Chat Online & ontime
Auto-resolución Soporte personalizado
![Page 19: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/19.jpg)
www.customercongress.es @BCCongress
Customer Journey único
#CustomerOriented 1 experiencia única Cualquier dispositivo y momento #WithCustomers Aprendemos de ellos Despliegue proactivo de los top #Databased Revisión continua según reviews
![Page 21: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/21.jpg)
www.customercongress.es @BCCongress
Herènia Casas
Customer Experience Manager| Schibsted
@hereniacasasjua
Face to Face: Customer Innovation
![Page 22: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/22.jpg)
www.customercongress.es @BCCongress
Jose Luis Velasco
Director de Calidad, Sostenibilidad y Servicio al cliente| Loewe
@joselvelasco63
Face to Face: Customer Innovation
![Page 23: Face to Face: Customer Innovationcustomercongress.es/wp-content/uploads/2017/06/3.3-F2F_CI.pdf · herenia.casas@infojobs.net @BCCongress Herènia Casas Customer Experience Manager|](https://reader033.vdocument.in/reader033/viewer/2022060712/6078b43fa1dae90f8e546485/html5/thumbnails/23.jpg)
www.customercongress.es @BCCongress
Face to Face: Customer Innovation
Moderador: Vicente G. Moreno
Senior Advisor| AEC
Jose Luis Velasco
Director de Calidad, Sostenibilidad
y Servicio al Cliente
Loewe
@joselvelasco63
Herènia Casas
Customer Experience Manager
Schibsted
@hereniacasasjua