Miguel Angel Marín Yubero ,Monographic course on Internet Law at CEF.- Center for Financial Studies Know the legal responsibilities that exist in the digital environment to protect your company Monographic course on Internet Law at CEF.- Center for Financial Studies Know the legal responsibilities that exist in the digital environment to protect your company Globally we are going through an unprecedented historical event, organizations need to quickly change their business models, and it is more important than ever to listen to customers and employees. It is very difficult for leaders to know what it feels like to be on the front line right now, and it is only through capturing the cues to hear the voice of the employee, understand what they are saying and feeling directly, that one can gain insight. idea of ​​how the decisions being made impact customers.

Tunisia Email List with most companies offering online transactions and with their home office workers derived from the confinement by the COVID-19 pandemic that has forced the world to rapidly join the digital transformation, it is vital to understand the issues, feelings and underlying satisfaction factors in all data – from survey comments, chat logs, emails, to social media and more – to turn it into actionable insights. With these tools, organizations can reduce customer churn, turn naysayers into promoters and buyers, and create leads, providing clear and robust returns on investment thanks to actions based on deep learning and machine discovery discovery. .A clear example of this is Banorte, a financial and banking institution that, in 2017, being the largest Mexican bank, defined the following vision: ” Make GFNORTE the best Financial Group in Mexico and for Mexicans by 2020 ” in terms of attention and service.

To achieve this, Banorte needed a strategy to put the customer at the center, which made it very important to develop the ability to listen to its customers to meet expectations, so the bank decided to listen to the customer in each of the interactions. Thus, Banorte implemented an experience program to listen to the customer in branches, ATMs, digital channels and contact centers. Similarly, he began to hear the voice of his collaborators on the same platform, which has already received 6 million completed surveys on all channels. Thanks to the above, Banorte was recently named by Lafferty Group as the best bank in Mexico, being an important witness of how voice and video feedback, two massive and growing channels, are becoming a basic need to analyze and manage through the data contained in the voice, as well as the feelings and emotions contained in it, which, combined with text analysis, provides a rich and comprehensive understanding of the end-to-end consumer journey.

During the Covid-19 crisis, the bank was able to react quickly, devising a strategy to put itself in the shoes of its clients. During the pandemic, the business continued by making decisions with the voice of the client and the collaborator, which allowed accelerating their services and capabilities; have continuous and empathetic communication to maintain productivity and commitment through virtual teams. They currently have 13,000 employees with access to the voice of the customer in real time and 500 work teams involved. Besides counting

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