{"id":6618,"date":"2025-04-05T00:24:38","date_gmt":"2025-04-05T00:24:38","guid":{"rendered":"https:\/\/guillermoarmenta.com\/?p=6618"},"modified":"2025-04-08T02:46:24","modified_gmt":"2025-04-08T02:46:24","slug":"cxcustomer-experience-rox-return-of-experience-2","status":"publish","type":"post","link":"https:\/\/guillermoarmenta.com\/index.php\/en\/2025\/04\/05\/cxcustomer-experience-rox-return-of-experience-2\/","title":{"rendered":"CX:Customer Experience &amp; ROX: Return of Experience\u00a0"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"6618\" class=\"elementor elementor-6618\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6a50678 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6a50678\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0233267\" data-id=\"0233267\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1c6291f elementor-widget elementor-widget-heading\" data-id=\"1c6291f\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Modulo 1. Estrategia corporativa<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1abf974 elementor-widget elementor-widget-heading\" data-id=\"1abf974\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">CX:Customer Experience &amp; ROX: Return of Experience\u00a0<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-316b252 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"316b252\" data-element_type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7da3d7e elementor-widget elementor-widget-heading\" data-id=\"7da3d7e\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Friday of Growth Strategy <br>\nWorkshop #24<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-a1f3c53 elementor-section-content-middle elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a1f3c53\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-0dae689\" data-id=\"0dae689\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a542d25 elementor-widget elementor-widget-heading\" data-id=\"a542d25\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">It is clear that we live in an era where experience brings many benefits, such as engaging, retaining, and keeping customers, where emotions and perceptions are just as important as the product or service itself.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0eaca2d elementor-widget elementor-widget-text-editor\" data-id=\"0eaca2d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p class=\"\" data-start=\"0\" data-end=\"478\">Companies have realized that it\u2019s no longer enough to just offer quality; now it\u2019s essential to design every interaction to surprise, connect, and retain customers. Examples like Apple, with its focus on creating stores that are temples of innovation and personalized service, or Disney, which transforms every visit to its parks into an unforgettable narrative, show how successful brands go beyond meeting needs: they create memorable moments that stay in the consumer&#8217;s mind.<\/p><p class=\"\" data-start=\"480\" data-end=\"1004\">This transformation is driven by a deep cultural shift: customers no longer just seek goods or services; they seek meaningful experiences. Tesla, for example, doesn\u2019t just sell electric cars, but a vision of a sustainable future integrated into a seamless digital purchasing experience. Likewise, Airbnb redefines travel by connecting people with unique spaces, turning simple stays into stories to tell. The lesson is clear: in an hypercompetitive market, those who master the customer experience will dominate the future.<\/p><p class=\"\" data-start=\"1006\" data-end=\"1710\">ROX (Return on Experience) is the key concept here; companies have understood that every customer interaction can be optimized not only to generate satisfaction but also to amplify revenue and loyalty. ROX focuses on identifying and enhancing the key touchpoints along the consumer journey, using financial models and monitoring tools that translate experiences into tangible value. For example, Starbucks has integrated its app with a personalization system that connects the physical and digital experience, increasing purchase frequency and average ticket per customer. This approach allows companies to measure the direct impact of a positive experience on metrics like Customer Lifetime Value (CLV).<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3bcc755 elementor-widget elementor-widget-text-editor\" data-id=\"3bcc755\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Ready to take your strategy to the next level? By exploring these options, you can offer your customers experiences that not only solve problems but also surprise them and emotionally connect them with your brand.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-b6a68dc\" data-id=\"b6a68dc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6fc636b elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"6fc636b\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1080\" height=\"1080\" src=\"https:\/\/guillermoarmenta.com\/wp-content\/uploads\/2025\/04\/Image_hndh1khndh1khndh1.png\" class=\"attachment-full size-full wp-image-6448\" alt=\"\" srcset=\"https:\/\/guillermoarmenta.com\/wp-content\/uploads\/2025\/04\/Image_hndh1khndh1khndh1.png 1080w, https:\/\/guillermoarmenta.com\/wp-content\/uploads\/2025\/04\/Image_hndh1khndh1khndh1-300x300.png 300w, https:\/\/guillermoarmenta.com\/wp-content\/uploads\/2025\/04\/Image_hndh1khndh1khndh1-1024x1024.png 1024w, https:\/\/guillermoarmenta.com\/wp-content\/uploads\/2025\/04\/Image_hndh1khndh1khndh1-150x150.png 150w, https:\/\/guillermoarmenta.com\/wp-content\/uploads\/2025\/04\/Image_hndh1khndh1khndh1-768x768.png 768w\" sizes=\"(max-width: 1080px) 100vw, 1080px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-6c7e93a elementor-widget elementor-widget-spacer\" data-id=\"6c7e93a\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-f2e9065 elementor-reverse-tablet elementor-reverse-mobile elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"f2e9065\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-49aa9c0\" data-id=\"49aa9c0\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5a7f614 elementor-widget elementor-widget-heading\" data-id=\"5a7f614\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Download methodology and case deck.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d7f0160 elementor-button-align-stretch elementor-widget elementor-widget-form\" data-id=\"d7f0160\" data-element_type=\"widget\" data-settings=\"{&quot;step_next_label&quot;:&quot;Next&quot;,&quot;step_previous_label&quot;:&quot;Previous&quot;,&quot;button_width&quot;:&quot;100&quot;,&quot;step_type&quot;:&quot;number_text&quot;,&quot;step_icon_shape&quot;:&quot;circle&quot;}\" data-widget_type=\"form.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<form class=\"elementor-form\" method=\"post\" name=\"Metodolog\u00eda y casos\">\n\t\t\t<input type=\"hidden\" name=\"post_id\" value=\"6618\"\/>\n\t\t\t<input type=\"hidden\" name=\"form_id\" value=\"d7f0160\"\/>\n\t\t\t<input type=\"hidden\" name=\"referer_title\" value=\"\" \/>\n\n\t\t\t\n\t\t\t<div class=\"elementor-form-fields-wrapper elementor-labels-\">\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-name elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-name\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tName\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[name]\" id=\"form-field-name\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Name\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-email elementor-field-group elementor-column elementor-field-group-email elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-email\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tEmail\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"email\" name=\"form_fields[email]\" id=\"form-field-email\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Email\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-message elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-message\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tWhats App\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[message]\" id=\"form-field-message\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Whats App\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-text elementor-field-group elementor-column elementor-field-group-field_9354621 elementor-col-50 elementor-field-required\">\n\t\t\t\t\t\t\t\t\t\t\t\t<label for=\"form-field-field_9354621\" class=\"elementor-field-label elementor-screen-only\">\n\t\t\t\t\t\t\t\tPosition\t\t\t\t\t\t\t<\/label>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<input size=\"1\" type=\"text\" name=\"form_fields[field_9354621]\" id=\"form-field-field_9354621\" class=\"elementor-field elementor-size-sm  elementor-field-textual\" placeholder=\"Position\" required=\"required\">\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<div class=\"elementor-field-type-acceptance elementor-field-group elementor-column elementor-field-group-field_834dbf4 elementor-col-100 elementor-field-required\">\n\t\t\t\t\t\t\t<div class=\"elementor-field-subgroup\">\n\t\t\t<span class=\"elementor-field-option\">\n\t\t\t\t<input type=\"checkbox\" name=\"form_fields[field_834dbf4]\" id=\"form-field-field_834dbf4\" 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class=\"elementor-video\"><\/div>\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7d8a22b elementor-align-left elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"7d8a22b\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-info-circle\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Some brands that are strengthening their brand architecture and launching new divisions, I\u2019m sharing this article I wrote a few months ago, which might be helpful to you.<\/span>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-24a5c14 elementor-widget elementor-widget-spacer\" data-id=\"24a5c14\" data-element_type=\"widget\" data-widget_type=\"spacer.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-spacer\">\n\t\t\t<div class=\"elementor-spacer-inner\"><\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-ebfecff elementor-section-height-min-height elementor-section-content-middle elementor-section-boxed elementor-section-height-default\" data-id=\"ebfecff\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wider\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-8186f1f\" data-id=\"8186f1f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-5ee37f2 elementor-widget elementor-widget-text-editor\" data-id=\"5ee37f2\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The e-Workshops take place every Friday online, live, with a duration of 3 hours, from 8:00 to 11:00 AM Chicago\/CDMX time. During the first hour of the online session, we stream it live on my social media, where we review the topic with cases, methodologies, indicators, international best practices, book recommendations, movies, podcasts, and present the exercises that will be carried out.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-inner-column elementor-element elementor-element-ac663d6\" data-id=\"ac663d6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1ba016b elementor-widget elementor-widget-text-editor\" data-id=\"1ba016b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>The second hour is a private live online session where we create small groups of participants to complete the exercises with their own hands. In the third hour, each brand presents its results to the whole group, and in a Mastermind-style session, we ask questions and suggest ways to enhance the actions of each brand. If you&#8217;re interested in attending one of these sessions, you&#8217;re invited.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Modulo 1. Estrategia corporativa Friday of Growth Strategy Workshop #24 It is clear that we live in an era where experience brings many benefits, such as engaging, retaining, and keeping customers, where emotions and perceptions are just as important as the product or service itself. Companies have realized that it\u2019s no longer enough to just [&hellip;]<\/p>\n","protected":false},"author":5,"featured_media":6693,"comment_status":"closed","ping_status":"open","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"_joinchat":[],"footnotes":""},"categories":[19],"tags":[178],"class_list":["post-6618","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-en","tag-workshop24"],"_links":{"self":[{"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/posts\/6618","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/users\/5"}],"replies":[{"embeddable":true,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/comments?post=6618"}],"version-history":[{"count":7,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/posts\/6618\/revisions"}],"predecessor-version":[{"id":6625,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/posts\/6618\/revisions\/6625"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/media\/6693"}],"wp:attachment":[{"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/media?parent=6618"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/categories?post=6618"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/guillermoarmenta.com\/index.php\/wp-json\/wp\/v2\/tags?post=6618"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}