Marketing & Sales · Specialized Marketing

Gestión de la Experiencia del Cliente — Telefónica Colombia

Simulación para diagnosticar brechas en experiencia del cliente, priorizar inversiones en puntos de contacto (ventas, facturación, soporte, red) y medir el impacto en NPS y churn en una empresa de telecomunicaciones.

8 rounds Executive English, Español
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Preview

Who it is for

An advanced simulation for participants used to working with the main frameworks and trade-offs of the subject, designed for executive education and experienced professionals.

How a session runs

  1. The instructor creates a session from the Eureka dashboard and invites the participants.
  2. Participants play 8 rounds. In each one they submit their decisions and the simulation calculates the results.
  3. The simulation can be run in English, Español.
  4. The instructor follows each participant's progress and results from the dashboard, and uses the class results for the debrief.

Decisions participants make

The decisions participants make during the simulation:

  • Inversión Ventas
  • Inversión Facturación
  • Inversión Soporte
  • Inversión Red

What participants track

What participants follow on screen as the rounds go by:

  • Diagnóstico por Punto de Contacto
  • Asignación de Presupuesto CX ($M COP)

Subjects covered

Designed for courses in Specialized Marketing.

  • Customer Experience Management

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