Guest specialists from Genesys and LITS Adventures participated in the webinar “Customer Experience Management (CXM): designing memorable experiences”.

By INSTITUTIONAL COMMUNICATION | EGADE BUSINESS SCHOOL

Chatbots and voicebots, which make it possible to automate company-customer conversations through Artificial Intelligence, are already a reality and their evolution and large-scale use continue to advance.

In this way, exponential technologies are here to stay and are key to the transformation of customer experience for business now and in the future.

This topic was discussed by guest specialists during the webinar “Customer Experience Management (CXM): designing memorable experiences” from the EGADE Future Forum series, moderated by Jaime Martínez Bowness, Director of EGADE Business School, Mexico City site.

“Without customer experience, we wouldn’t be able to think about surviving and growing. And, today, customer experience is enhanced by technology. Digital experiences are here to stay,” explained Liz Zavaleta, Director of Marketing and Communication at Genesys.

However, the expert emphasized that prioritizing empathy over the speed of business is still fundamental.

“Communicate to connect, not just to sell,” Zavaleta said.

In addition, Cédric Vialle, Director of Digital and E-commerce at LITS Adventures and EGADE Business School professor, highlighted the importance of considering customer lifetime value to build product and service ecosystems that will attract customers beyond the short term.  

“Marketing makes the first sale, but customer service makes the next ones,” he said.

Watch the complete webinar here.

With information from Valentina Flores Cáceres