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Last updated on 2024年8月1日

You’re considering a Customer Experience job. What are the most important things to consider?

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Customer Experience (CX) is a fast-growing and dynamic field that focuses on creating positive and memorable interactions between customers and brands. If you're thinking about pursuing a CX job, you might wonder what skills, roles, and opportunities are available in this industry. In this article, we'll explore some of the most important things to consider before you apply for a CX position.

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Leonardo Sepulcri

Head of Innovation & AI Impact na GFT Technologies Entrepreneur
Sonia Alexandra Ruiz
Luan Campos

????? | Customer Success Analyst | SaaS | B2B2C | E-commerce & Checkout

1 What is CX?

CX is the sum of all the touchpoints and emotions that customers have with a brand, from the first contact to the post-purchase support. CX encompasses aspects such as design, usability, communication, feedback, loyalty, and satisfaction. A good CX strategy aims to understand the customer's needs, expectations, and preferences, and deliver solutions that meet or exceed them.

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Leonardo Sepulcri

Head of Innovation & AI Impact na GFT Technologies Entrepreneur
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When considering a Customer Experience (CX) job, prioritize understanding customer needs and the company's ability to meet them. Assess the company's commitment to CX by examining its culture, resources dedicated to CX initiatives, and how customer feedback is integrated into product or service development. Familiarize yourself with the tools and technologies used for gathering and analyzing customer feedback. Consider the scope for professional growth in CX within the company. Reflect on your ability to empathize with customers, solve problems creatively, and work collaboratively across departments to enhance the customer experience. Lastly, evaluate how the company measures success in CX and its impact on overall business performance.

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Juliana Caballero

Especialista em Customer Success na SmartHint by Magalu Cloud
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CX é o conjunto de percep??es que um consumidor possui sobre uma determinada empresa após algumas intera??es em cada etapa da jornada do cliente.. Para melhorar a experiência do cliente, é essencial focar em três pilares: esfor?o, emocional e sucesso.

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2 Why is CX important?

CX is not only important for customers, but also for businesses. A positive CX can lead to higher retention, referrals, revenue, and reputation. A negative CX can result in churn, complaints, costs, and damage. According to a report by Forrester, improving CX can increase customer lifetime value by up to 16%. Conversely, poor CX can decrease customer loyalty by up to 25%.

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Sonia Alexandra Ruiz
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La experiencia del cliente es vital para el funcionamiento de cualquier compa?ía ya que, el servicio esta conectado directamente con las emociones de los clientes. Como hacemos sentir a las personas con nuestro producto o servicio hace la diferencia entre un cliente o un detractor. De ahí la importancia de no solo brindar un buen servicio, sino de generar experiencias de alto impacto que se traduzcan en fidelización, aumento en ventas y posicionamiento de marca.

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Luan Campos

????? | Customer Success Analyst | SaaS | B2B2C | E-commerce & Checkout
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A área de Experiência do Cliente é importante porque cuida de todos os pontos de intera??o entre a pessoa consumidora e sua companhia. Os benefícios s?o inúmeros, mas gostaria de salientar a Fideliza??o dos Clientes, Aumento de Receita e Redu??o de Custos. Uma experiência adequada reduz custos operacionais de atendimento e, além disso, pode reduzir também o Custo de Aquisi??o de Clientes por causa de indica??es.

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Juliana Caballero

Especialista em Customer Success na SmartHint by Magalu Cloud
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O CX impacta diretamente no sucesso do negócio, pois aumenta a fidelidade dos clientes, aumentam a confian?a, reduz custos, aumenta a receita.

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3 What skills do you need for CX?

CX professionals require a combination of hard and soft skills, depending on the role and function. These can include customer empathy, the ability to communicate clearly across different channels, problem-solving, creativity, data analysis, and collaboration. Customer empathy entails understanding and relating to customers' feelings, needs, and motivations. Communication involves conveying concise messages. Problem-solving means identifying, analyzing, and resolving customer issues. Creativity implies generating and implementing new ideas for customer needs. Data analysis involves collecting, interpreting, and using customer data to measure and improve CX. Finally, collaboration is working effectively with other teams and stakeholders to deliver an integrated CX.

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Ramón Manuel Grullón

Director Senior de Experiencia de Clientes en Seguros Reservas Creador de la marca Experiencia de Cliente RD - EclienteRD Profesor Educación Continuada en Tep de PUCMM, Unibe y CEF Líder COPC
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Empatía es necesaria pero Empatía con acción. No hacemos nada con ponernos en el lugar del Cliente o en su situación si no me empodero y busco soluciones.

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4 What roles are available in CX?

CX is a broad and diverse field that offers a variety of roles and career paths, such as a CX researcher, designer, manager, analyst, and specialist. A CX researcher collects qualitative and quantitative data to understand customer behavior, needs, pain points, and satisfaction. A CX designer creates a user-friendly and engaging experience by optimizing the customer journey and user interface. A CX manager oversees the CX strategy and teams across the organization. A CX analyst monitors and evaluates the CX performance using data and metrics. Finally, a CX specialist provides direct support to customers via phone, email, chat, or social media.

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Juliana Caballero

Especialista em Customer Success na SmartHint by Magalu Cloud
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S?o várias fun??es para o CX, como pesquisador de CX, para a coleta dados qualitativos e quantitativos para entender o comportamento, realiza pesquisas, entrevistas e análises para obter insights valiosos. Gerente de CX que supervisiona as equipes de CX em toda a empresa. Analista de CX que monitora o desempenho usando dados e métricas e identifica melhorias e oportunidades.

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Ramón Manuel Grullón

Director Senior de Experiencia de Clientes en Seguros Reservas Creador de la marca Experiencia de Cliente RD - EclienteRD Profesor Educación Continuada en Tep de PUCMM, Unibe y CEF Líder COPC
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El mundo del Customer Experience ha abierto una gran cantidad de posiciones, tales como: UX Analista de Experiencia del Cliente Dise?ador de Customer Journey Especialista en dise?o de la experiencia Mystery Shopper Entre otras.

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5 What opportunities are available in CX?

CX is a growing and evolving field that offers many opportunities for learning, development, and advancement. For instance, professionals can learn new skills and tools to enhance their CX capabilities and knowledge, such as customer journey mapping, user testing, data visualization, or CRM software. Additionally, CX professionals can work in different industries and sectors that value and invest in CX, like e-commerce, hospitality, education, or healthcare. Furthermore, they can advance to senior or leadership positions that involve more strategic and managerial responsibilities like CX director, CX consultant, or CX officer.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Ramón Manuel Grullón

Director Senior de Experiencia de Clientes en Seguros Reservas Creador de la marca Experiencia de Cliente RD - EclienteRD Profesor Educación Continuada en Tep de PUCMM, Unibe y CEF Líder COPC
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La experiencia del Cliente no solo se debe medir también se debe gestionar. Una buena gestión de la experiencia permitirá identificar si se tienen los objetivos adecuados, si se está acorde con el Benchmark del mercado y cuáles acciones son necesarias para mejorar los resultados. Es una medición multifactorial donde no solo aquellos que interacturan directamente con el cliente son responsables de una buena experiencia. Todos los que trabajan en la empresa impactan directa o indirectamente.

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You’re considering a Customer Experience job. What are the most important things to consider?

1

2

3

4

5

6

1 What is CX?

2 Why is CX important?

3 What skills do you need for CX?

4 What roles are available in CX?

5 What opportunities are available in CX?

6 Here’s what else to consider

Customer Experience

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You’re considering a Customer Experience job. What are the most important things to consider?

1

2

3

4

5

6

1 What is CX?

2 Why is CX important?

3 What skills do you need for CX?

4 What roles are available in CX?

5 What opportunities are available in CX?

6 Here’s what else to consider

Customer Experience

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