On December 17, our webinar “The Art of Transforming Experiences into Business Profitability” was held, supported by the Spanish Association of Customer Relationship Experts (AEERC). This event featured the participation of Maximiliano Lima, who shared his extensive knowledge on how customer experience (CX) management can be effectively aligned with a company’s strategic objectives.
A Practical Approach to CX Economics
In a world where customer expectations evolve rapidly and competition is increasingly intense, organizations face the challenge of going beyond simple customer satisfaction. During the webinar, Maximiliano Lima presented the keys to transforming customer experience into tangible business metrics, such as customer retention, increased revenue, and reduced operating costs.
The concept of CX Economics was one of the pillars of the event, where it was explained how customer-centric strategies not only have an emotional impact on consumers, but are also capable of generating concrete and measurable economic results.
From Contact Center to Total Experience
Another central topic was the evolution of the strategy of Outsourcing S.A.S BIC, which has transcended the traditional concept of Contact Center to become Total Experience (TX). This transformation involves a fluid integration between customer experience, employee experience and digital experience, creating a synergistic ecosystem where every interaction counts.
The webinar made it clear that proper CX and TX management not only improves customer perception of a brand, but also drives operational efficiency, optimizes resources and enhances Return on Investment (ROI).
Final Thoughts
The event “The Art of Transforming Experiences into Business Profitability” served as a clear and practical guide for leaders and professionals interested in innovating their customer experience strategies. Attendees obtained tools to face current challenges, transform their operations and ensure that each interaction with the customer contributes directly to the organization’s financial objectives.
This webinar not only answered key questions about CX Economics, but also provided a roadmap for those willing to take their organizations to the next level in the era of total experience. Without a doubt, an event that marked a before and after in the way of understanding the impact of CX on modern business!
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