Lo \u201cAgile\u201d est\u00e1 de moda. Hoy no hay compa\u00f1\u00eda que presuma de ser innovadora que no trabaje con este concepto y es que, con un entorno en constante cambio, s\u00f3lo aquellas compa\u00f1\u00edas que sean capaces de adaptarse, anticiparse y reinventarse, ser\u00e1n capaces de identificar oportunidades de forma m\u00e1s r\u00e1pida y eficaz que la competencia.<\/p>\n\n\n\n
Si tu estrategia de Experiencia de Cliente no es \u201cagile\u201d est\u00e1s perdiendo oportunidades<\/p><\/blockquote>\n\n\n\n
\u201cAgile\u201d es mucho m\u00e1s que una metodolog\u00eda para idear e implantar proyectos que precisan de rapidez y flexibilidad donde trabaja un equipo multidisciplinar. Es una filosof\u00eda que supone una forma distinta de trabajar, de organizarse, de pensar y de ser como compa\u00f1\u00eda, llevando a cabo una transformaci\u00f3n cultural con el objetivo de ofrecer productos y servicios que respondan a las necesidades de unos clientes cuyas prioridades cambian a una velocidad cada vez mayor. Vamos, lo que desde hace a\u00f1os venimos afirmando respecto a las estrategias centradas en el cliente: es necesario, obligatorio, disponer de las herramientas necesarias para medir, analizar y accionar las mejoras necesarias en los procesos, en el servicio y en la relaci\u00f3n en base a la Voz del Cliente si queremos conseguir diferenciaci\u00f3n, vinculaci\u00f3n, recomendaci\u00f3n y, obviamente, mejorar nuestros resultados.<\/p>\n\n\n\n
Agilidad, flexibilidad y capacidad de adaptaci\u00f3n son tan propias de la Experiencia de Cliente como de las metodolog\u00edas Agile, la diferencia est\u00e1 en el foco<\/p><\/blockquote>\n\n\n\n
Seg\u00fan mi punto de vista, agilidad, flexibilidad y capacidad de adaptaci\u00f3n son tan propias de la Experiencia de Cliente como de las metodolog\u00edas Agile. La diferencia est\u00e1 en el foco. CX siempre tiene en el centro de la estrategia, del dise\u00f1o y del objetivo al cliente, y no tanto la agilidad per se. De ah\u00ed el Customer Experience Agile, donde se hace posible la coordinaci\u00f3n y perfecta conjunci\u00f3n entre dos metodolog\u00edas altamente eficaces a la hora de redise\u00f1ar y mejorar la experiencia de los clientes: Buscar dise\u00f1ar un nuevo producto\/servicio respondiendo realmente a las necesidades de los clientes (Dise\u00f1o centrado en las personas), y hacerlo mediante el an\u00e1lisis, el dise\u00f1o, y la evaluaci\u00f3n en cada una de las fases\/sprints (metodolog\u00eda agile) impactando en el cliente en un plazo de tiempo m\u00e1s corto y sobre todo entregando la experiencia deseada por el mismo.<\/p>\n\n\n\n
Nada nuevo bajo el sol CEM. Debemos involucrar al cliente en todas las fases del dise\u00f1o, obteniendo su feedback en cada avance del proyecto para tener una base real sobre la que empezar a trabajar (alej\u00e1ndonos de la visi\u00f3n interna). Debemos siempre validar que lo que estamos dise\u00f1ando da una respuesta a sus necesidades, corrigiendo errores o creando nuevas versiones cuando sea necesario, para asegurar el \u00e9xito y el impacto en su lanzamiento o implantaci\u00f3n.<\/p>\n\n\n\n
Se curioso, se anal\u00edtico, escucha al cliente.<\/p>\n\n\n\n
Se eficaz, se r\u00e1pido, valida con el cliente.<\/p>\n\n\n\n
Se innovador, difer\u00e9nciate, enamora al cliente.<\/p>\n","protected":false},"excerpt":{"rendered":"
Lo \u201cAgile\u201d est\u00e1 de moda. Hoy no hay compa\u00f1\u00eda que presuma de ser innovadora que no trabaje con este concepto y es que, con un entorno en constante cambio, s\u00f3lo aquellas compa\u00f1\u00edas que sean capaces de adaptarse, anticiparse y reinventarse, ser\u00e1n capaces de identificar oportunidades de forma m\u00e1s r\u00e1pida y eficaz que la competencia. Si […]<\/p>\n","protected":false},"author":57,"featured_media":5844,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ocean_post_layout":"","ocean_both_sidebars_style":"","ocean_both_sidebars_content_width":0,"ocean_both_sidebars_sidebars_width":0,"ocean_sidebar":"0","ocean_second_sidebar":"0","ocean_disable_margins":"enable","ocean_add_body_class":"","ocean_shortcode_before_top_bar":"","ocean_shortcode_after_top_bar":"","ocean_shortcode_before_header":"","ocean_shortcode_after_header":"","ocean_has_shortcode":"","ocean_shortcode_after_title":"","ocean_shortcode_before_footer_widgets":"","ocean_shortcode_after_footer_widgets":"","ocean_shortcode_before_footer_bottom":"","ocean_shortcode_after_footer_bottom":"","ocean_display_top_bar":"default","ocean_display_header":"default","ocean_header_style":"","ocean_center_header_left_menu":"0","ocean_custom_header_template":"0","ocean_custom_logo":0,"ocean_custom_retina_logo":0,"ocean_custom_logo_max_width":0,"ocean_custom_logo_tablet_max_width":0,"ocean_custom_logo_mobile_max_width":0,"ocean_custom_logo_max_height":0,"ocean_custom_logo_tablet_max_height":0,"ocean_custom_logo_mobile_max_height":0,"ocean_header_custom_menu":"0","ocean_menu_typo_font_family":"0","ocean_menu_typo_font_subset":"","ocean_menu_typo_font_size":0,"ocean_menu_typo_font_size_tablet":0,"ocean_menu_typo_font_size_mobile":0,"ocean_menu_typo_font_size_unit":"px","ocean_menu_typo_font_weight":"","ocean_menu_typo_font_weight_tablet":"","ocean_menu_typo_font_weight_mobile":"","ocean_menu_typo_transform":"","ocean_menu_typo_transform_tablet":"","ocean_menu_typo_transform_mobile":"","ocean_menu_typo_line_height":0,"ocean_menu_typo_line_height_tablet":0,"ocean_menu_typo_line_height_mobile":0,"ocean_menu_typo_line_height_unit":"","ocean_menu_typo_spacing":0,"ocean_menu_typo_spacing_tablet":0,"ocean_menu_typo_spacing_mobile":0,"ocean_menu_typo_spacing_unit":"","ocean_menu_link_color":"","ocean_menu_link_color_hover":"","ocean_menu_link_color_active":"","ocean_menu_link_background":"","ocean_menu_link_hover_background":"","ocean_menu_link_active_background":"","ocean_menu_social_links_bg":"","ocean_menu_social_hover_links_bg":"","ocean_menu_social_links_color":"","ocean_menu_social_hover_links_color":"","ocean_disable_title":"default","ocean_disable_heading":"default","ocean_post_title":"","ocean_post_subheading":"","ocean_post_title_style":"","ocean_post_title_background_color":"","ocean_post_title_background":0,"ocean_post_title_bg_image_position":"","ocean_post_title_bg_image_attachment":"","ocean_post_title_bg_image_repeat":"","ocean_post_title_bg_image_size":"","ocean_post_title_height":0,"ocean_post_title_bg_overlay":0.5,"ocean_post_title_bg_overlay_color":"","ocean_disable_breadcrumbs":"default","ocean_breadcrumbs_color":"","ocean_breadcrumbs_separator_color":"","ocean_breadcrumbs_links_color":"","ocean_breadcrumbs_links_hover_color":"","ocean_display_footer_widgets":"default","ocean_display_footer_bottom":"default","ocean_custom_footer_template":"0","ocean_post_oembed":"","ocean_post_self_hosted_media":"","ocean_post_video_embed":"","ocean_link_format":"","ocean_link_format_target":"self","ocean_quote_format":"","ocean_quote_format_link":"post","ocean_gallery_link_images":"off","ocean_gallery_id":[],"footnotes":""},"categories":[124,390],"tags":[349,207,362,363,141,364,359,365,181,186,358,311],"class_list":["post-5723","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience-es","category-jose-serrano-es","tag-aprendizaje","tag-blog","tag-cursos","tag-distancia","tag-empresas-pt-pt","tag-ensenanza","tag-equipos","tag-formacion","tag-inteligencia-artificial","tag-tecnologia","tag-tradiciones","tag-transformacion-digital","entry","has-media"],"acf":[],"yoast_head":"\n
Customer Experience Agile | CXBlog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\" \/>\n<meta property=\"og:locale\" content=\"es_ES\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience Agile\" \/>\n<meta property=\"og:description\" content=\"Lo \u201cAgile\u201d est\u00e1 de moda. Hoy no hay compa\u00f1\u00eda que presuma de ser innovadora que no trabaje con este concepto y es que, con un entorno en constante cambio, s\u00f3lo aquellas compa\u00f1\u00edas que sean capaces de adaptarse, anticiparse y reinventarse, ser\u00e1n capaces de identificar oportunidades de forma m\u00e1s r\u00e1pida y eficaz que la competencia. Si […]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\" \/>\n<meta property=\"og:site_name\" content=\"CXBlog\" \/>\n<meta property=\"article:published_time\" content=\"2021-02-10T12:26:54+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-26T16:58:57+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"535\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Jos\u00e9 Serrano\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Escrito por\" \/>\n\t<meta name=\"twitter:data1\" content=\"Jos\u00e9 Serrano\" \/>\n\t<meta name=\"twitter:label2\" content=\"Tiempo de lectura\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutos\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\"},\"author\":{\"name\":\"Jos\u00e9 Serrano\",\"@id\":\"https:\/\/cxblog.com\/es\/#\/schema\/person\/93ec0405f2c04ad8984b6185aa2d5ae1\"},\"headline\":\"Customer Experience Agile\",\"datePublished\":\"2021-02-10T12:26:54+00:00\",\"dateModified\":\"2022-02-26T16:58:57+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\"},\"wordCount\":510,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/cxblog.com\/es\/#organization\"},\"image\":{\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg\",\"keywords\":[\"Aprendizaje\",\"Blog\",\"Cursos\",\"Distancia\",\"Empresas\",\"Ense\u00f1anza\",\"Equipos\",\"Formaci\u00f3n\",\"Intelig\u00eancia Artificial\",\"Tecnologia\",\"Tradiciones\",\"Transformaci\u00f3n Digital\"],\"articleSection\":[\"Customer Experience\",\"Jos\u00e9 Serrano\"],\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\",\"url\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\",\"name\":\"Customer Experience Agile | CXBlog\",\"isPartOf\":{\"@id\":\"https:\/\/cxblog.com\/es\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg\",\"datePublished\":\"2021-02-10T12:26:54+00:00\",\"dateModified\":\"2022-02-26T16:58:57+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#breadcrumb\"},\"inLanguage\":\"es\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/cxblog.com\/es\/customer-experience-agile\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage\",\"url\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg\",\"contentUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg\",\"width\":800,\"height\":535},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/cxblog.com\/es\/customer-experience-agile\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/cxblog.com\/es\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Experience Agile\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/cxblog.com\/es\/#website\",\"url\":\"https:\/\/cxblog.com\/es\/\",\"name\":\"CXBlog\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\/\/cxblog.com\/es\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/cxblog.com\/es\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"es\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/cxblog.com\/es\/#organization\",\"name\":\"CX Blog\",\"url\":\"https:\/\/cxblog.com\/es\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/cxblog.com\/es\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png\",\"contentUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png\",\"width\":201,\"height\":66,\"caption\":\"CX Blog\"},\"image\":{\"@id\":\"https:\/\/cxblog.com\/es\/#\/schema\/logo\/image\/\"}},{\"@type\":\"Person\",\"@id\":\"https:\/\/cxblog.com\/es\/#\/schema\/person\/93ec0405f2c04ad8984b6185aa2d5ae1\",\"name\":\"Jos\u00e9 Serrano\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"es\",\"@id\":\"https:\/\/cxblog.com\/es\/#\/schema\/person\/image\/\",\"url\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/jose-serrano-perfil-96x96.jpg\",\"contentUrl\":\"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/jose-serrano-perfil-96x96.jpg\",\"caption\":\"Jos\u00e9 Serrano\"},\"description\":\"CEO @ IZO - Licenciado en Ciencias Pol\u00edticas por la Universidad Complutense de Madrid. Cuenta con m\u00e1s de 20 a\u00f1os de experiencia en posiciones directivas en el \u00e1mbito de gesti\u00f3n de empresas de gesti\u00f3n de clientes y consultor\u00eda de negocio. Su contribuci\u00f3n profesional se focaliza en la gesti\u00f3n \u00edntegra de servicios de orientaci\u00f3n al cliente en compa\u00f1\u00edas de prestigio en el mercado, aportando la capacidad de crear experiencias WOW con sus consumidores, mediante una gesti\u00f3n diferencial de la Experiencia de Cliente. Actualmente es CEO de IZO Espa\u00f1a, The Experience Design Company, miembro de la Junta Directiva en DEC, Asociaci\u00f3n de Experiencia de Cliente, miembro de la Junta Directiva de la AEERC (Asociaci\u00f3n Espa\u00f1ola de Expertos en Relaci\u00f3n con Clientes), socio en la AEC, Asociaci\u00f3n Espa\u00f1ola para la Calidad, y Director del Master CX de La Salle. Tambi\u00e9n ejerce de profesor especializado en Experiencia de Cliente y Empleado del MBA Executive de la Mondragon Unibersitatea, del ESIC Executive Senior Marketing, del Programa superior de Contact Center de ICEMD y del Master de Experiencia de Cliente de la escuela de Negocios La Salle. Y es conferenciante en eventos con foco en Experiencia de Cliente e Innovaci\u00f3n en distintos sectores: FITUR, Digital Marketing Transformation Forum, Innovation Summit, etc.\",\"url\":\"https:\/\/cxblog.com\/es\/author\/joseserrano\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Customer Experience Agile | CXBlog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/cxblog.com\/es\/customer-experience-agile\/","og_locale":"es_ES","og_type":"article","og_title":"Customer Experience Agile","og_description":"Lo \u201cAgile\u201d est\u00e1 de moda. Hoy no hay compa\u00f1\u00eda que presuma de ser innovadora que no trabaje con este concepto y es que, con un entorno en constante cambio, s\u00f3lo aquellas compa\u00f1\u00edas que sean capaces de adaptarse, anticiparse y reinventarse, ser\u00e1n capaces de identificar oportunidades de forma m\u00e1s r\u00e1pida y eficaz que la competencia. Si […]","og_url":"https:\/\/cxblog.com\/es\/customer-experience-agile\/","og_site_name":"CXBlog","article_published_time":"2021-02-10T12:26:54+00:00","article_modified_time":"2022-02-26T16:58:57+00:00","og_image":[{"width":800,"height":535,"url":"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg","type":"image\/jpeg"}],"author":"Jos\u00e9 Serrano","twitter_card":"summary_large_image","twitter_misc":{"Escrito por":"Jos\u00e9 Serrano","Tiempo de lectura":"3 minutos"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#article","isPartOf":{"@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/"},"author":{"name":"Jos\u00e9 Serrano","@id":"https:\/\/cxblog.com\/es\/#\/schema\/person\/93ec0405f2c04ad8984b6185aa2d5ae1"},"headline":"Customer Experience Agile","datePublished":"2021-02-10T12:26:54+00:00","dateModified":"2022-02-26T16:58:57+00:00","mainEntityOfPage":{"@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/"},"wordCount":510,"commentCount":0,"publisher":{"@id":"https:\/\/cxblog.com\/es\/#organization"},"image":{"@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage"},"thumbnailUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg","keywords":["Aprendizaje","Blog","Cursos","Distancia","Empresas","Ense\u00f1anza","Equipos","Formaci\u00f3n","Intelig\u00eancia Artificial","Tecnologia","Tradiciones","Transformaci\u00f3n Digital"],"articleSection":["Customer Experience","Jos\u00e9 Serrano"],"inLanguage":"es","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/cxblog.com\/es\/customer-experience-agile\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/","url":"https:\/\/cxblog.com\/es\/customer-experience-agile\/","name":"Customer Experience Agile | CXBlog","isPartOf":{"@id":"https:\/\/cxblog.com\/es\/#website"},"primaryImageOfPage":{"@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage"},"image":{"@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage"},"thumbnailUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg","datePublished":"2021-02-10T12:26:54+00:00","dateModified":"2022-02-26T16:58:57+00:00","breadcrumb":{"@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#breadcrumb"},"inLanguage":"es","potentialAction":[{"@type":"ReadAction","target":["https:\/\/cxblog.com\/es\/customer-experience-agile\/"]}]},{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#primaryimage","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2021\/02\/im-artigo-jose-serrano-1.jpg","width":800,"height":535},{"@type":"BreadcrumbList","@id":"https:\/\/cxblog.com\/es\/customer-experience-agile\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/cxblog.com\/es\/"},{"@type":"ListItem","position":2,"name":"Customer Experience Agile"}]},{"@type":"WebSite","@id":"https:\/\/cxblog.com\/es\/#website","url":"https:\/\/cxblog.com\/es\/","name":"CXBlog","description":"","publisher":{"@id":"https:\/\/cxblog.com\/es\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/cxblog.com\/es\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"es"},{"@type":"Organization","@id":"https:\/\/cxblog.com\/es\/#organization","name":"CX Blog","url":"https:\/\/cxblog.com\/es\/","logo":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/cxblog.com\/es\/#\/schema\/logo\/image\/","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/01\/Logo-CXBlog-1.png","width":201,"height":66,"caption":"CX Blog"},"image":{"@id":"https:\/\/cxblog.com\/es\/#\/schema\/logo\/image\/"}},{"@type":"Person","@id":"https:\/\/cxblog.com\/es\/#\/schema\/person\/93ec0405f2c04ad8984b6185aa2d5ae1","name":"Jos\u00e9 Serrano","image":{"@type":"ImageObject","inLanguage":"es","@id":"https:\/\/cxblog.com\/es\/#\/schema\/person\/image\/","url":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/jose-serrano-perfil-96x96.jpg","contentUrl":"https:\/\/cxblog.com\/wp-content\/uploads\/2022\/02\/jose-serrano-perfil-96x96.jpg","caption":"Jos\u00e9 Serrano"},"description":"CEO @ IZO - Licenciado en Ciencias Pol\u00edticas por la Universidad Complutense de Madrid. Cuenta con m\u00e1s de 20 a\u00f1os de experiencia en posiciones directivas en el \u00e1mbito de gesti\u00f3n de empresas de gesti\u00f3n de clientes y consultor\u00eda de negocio. Su contribuci\u00f3n profesional se focaliza en la gesti\u00f3n \u00edntegra de servicios de orientaci\u00f3n al cliente en compa\u00f1\u00edas de prestigio en el mercado, aportando la capacidad de crear experiencias WOW con sus consumidores, mediante una gesti\u00f3n diferencial de la Experiencia de Cliente. Actualmente es CEO de IZO Espa\u00f1a, The Experience Design Company, miembro de la Junta Directiva en DEC, Asociaci\u00f3n de Experiencia de Cliente, miembro de la Junta Directiva de la AEERC (Asociaci\u00f3n Espa\u00f1ola de Expertos en Relaci\u00f3n con Clientes), socio en la AEC, Asociaci\u00f3n Espa\u00f1ola para la Calidad, y Director del Master CX de La Salle. Tambi\u00e9n ejerce de profesor especializado en Experiencia de Cliente y Empleado del MBA Executive de la Mondragon Unibersitatea, del ESIC Executive Senior Marketing, del Programa superior de Contact Center de ICEMD y del Master de Experiencia de Cliente de la escuela de Negocios La Salle. Y es conferenciante en eventos con foco en Experiencia de Cliente e Innovaci\u00f3n en distintos sectores: FITUR, Digital Marketing Transformation Forum, Innovation Summit, etc.","url":"https:\/\/cxblog.com\/es\/author\/joseserrano\/"}]}},"_links":{"self":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts\/5723","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/users\/57"}],"replies":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/comments?post=5723"}],"version-history":[{"count":0,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/posts\/5723\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/media\/5844"}],"wp:attachment":[{"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/media?parent=5723"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/categories?post=5723"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/cxblog.com\/es\/wp-json\/wp\/v2\/tags?post=5723"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}