{"id":30713,"date":"2026-06-02T12:48:32","date_gmt":"2026-06-02T11:48:32","guid":{"rendered":"https:\/\/www.lanalden.com\/?p=30713"},"modified":"2026-06-02T12:57:11","modified_gmt":"2026-06-02T11:57:11","slug":"customer-journey","status":"publish","type":"post","link":"https:\/\/www.lanalden.com\/en\/customer-journey\/","title":{"rendered":"Customer Journey: qu\u00e9 es, etapas y c\u00f3mo mejorar la experiencia del cliente"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"30713\" class=\"elementor elementor-30713\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5069939e e-flex e-con-boxed e-con e-parent\" data-id=\"5069939e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-10b9ae16 elementor-widget elementor-widget-text-editor\" data-id=\"10b9ae16\" data-element_type=\"widget\" data-e-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<article style=\"font-family: Arial, sans-serif; color: #24292f; line-height: 1.65;\"><nav style=\"background-color: #f5f5f5; padding: 15px; border-left: 4px solid #0072C6; font-size: 0.9em; margin-bottom: 25px;\"><h2 style=\"color: #0072c6; font-size: 1.1em; margin: 0 0 10px;\">Contenido<\/h2><ul style=\"list-style-type: disc; padding-left: 20px; margin: 0;\"><li><a style=\"color: #0072c6; text-decoration: none; font-weight: 600;\" href=\"#que-es-customer-journey\">Qu\u00e9 es el customer journey<\/a><\/li><li><a style=\"color: #0072c6; text-decoration: none; font-weight: 600;\" href=\"#importancia-customer-journey\">Por qu\u00e9 es importante<\/a><\/li><li><a style=\"color: #0072c6; text-decoration: none; font-weight: 600;\" href=\"#etapas-customer-journey\">Cu\u00e1les son sus etapas<\/a><\/li><li><a style=\"color: #0072c6; text-decoration: none; font-weight: 600;\" href=\"#customer-journey-vs-cx\">Customer journey vs experiencia de cliente<\/a><\/li><li><a style=\"color: #0072c6; text-decoration: none; font-weight: 600;\" href=\"#mejorar-customer-journey\">C\u00f3mo mejorar el customer journey<\/a><\/li><li><a style=\"color: #0072c6; text-decoration: none; font-weight: 600;\" href=\"#faq\">Preguntas frecuentes<\/a><\/li><\/ul><\/nav><div style=\"background: #f3f8fd; border-left: 5px solid #0072C6; padding: 20px; margin: 24px 0 28px; border-radius: 10px;\"><p style=\"margin: 0; font-size: 1.03em;\">El <strong>customer journey<\/strong> es el recorrido completo que realiza una persona desde que descubre una marca hasta que interact\u00faa con ella, compra un producto o servicio y mantiene una relaci\u00f3n posterior. Analizar este recorrido permite identificar oportunidades de mejora y mejorar la <a href=\"https:\/\/www.lanalden.com\/en\/experiencia-de-cliente\/\">experiencia del cliente<\/a> en cada etapa de su recorrido.<\/p><\/div><div style=\"display: grid; grid-template-columns: repeat(auto-fit, minmax(220px, 1fr)); gap: 16px; margin: 24px 0 30px;\"><div style=\"background: #ffffff; border: 1px solid #e3e8ef; border-radius: 12px; padding: 18px; box-shadow: 0 4px 14px rgba(0,0,0,0.04);\"><span style=\"display: inline-flex; width: 38px; height: 38px; align-items: center; justify-content: center; border-radius: 50%; background: #eaf4ff; color: #0072c6; font-weight: bold; margin-bottom: 10px;\">1<\/span><h3 style=\"margin: 0 0 8px; font-size: 1.05em;\">M\u00e1s puntos de contacto<\/h3><p style=\"margin: 0; font-size: 0.95em;\">Los clientes interact\u00faan con las marcas a trav\u00e9s de m\u00faltiples canales y momentos.<\/p><\/div><div style=\"background: #ffffff; border: 1px solid #e3e8ef; border-radius: 12px; padding: 18px; box-shadow: 0 4px 14px rgba(0,0,0,0.04);\"><span style=\"display: inline-flex; width: 38px; height: 38px; align-items: center; justify-content: center; border-radius: 50%; background: #eaf4ff; color: #0072c6; font-weight: bold; margin-bottom: 10px;\">2<\/span><h3 style=\"margin: 0 0 8px; font-size: 1.05em;\">Menos fricci\u00f3n<\/h3><p style=\"margin: 0; font-size: 0.95em;\">Permite detectar obst\u00e1culos que afectan a la experiencia del cliente.<\/p><\/div><div style=\"background: #ffffff; border: 1px solid #e3e8ef; border-radius: 12px; padding: 18px; box-shadow: 0 4px 14px rgba(0,0,0,0.04);\"><span style=\"display: inline-flex; width: 38px; height: 38px; align-items: center; justify-content: center; border-radius: 50%; background: #eaf4ff; color: #0072c6; font-weight: bold; margin-bottom: 10px;\">3<\/span><h3 style=\"margin: 0 0 8px; font-size: 1.05em;\">Mejor experiencia<\/h3><p style=\"margin: 0; font-size: 0.95em;\">Ayuda a dise\u00f1ar interacciones m\u00e1s fluidas y satisfactorias.<\/p><\/div><\/div><h2 id=\"que-es-customer-journey\" style=\"color: #24292f; margin-top: 34px; margin-bottom: 14px;\">\u00bfQu\u00e9 es el customer journey?<\/h2><p>El customer journey, tambi\u00e9n conocido como recorrido del cliente, representa todas las interacciones que una persona mantiene con una empresa a lo largo de su relaci\u00f3n.<\/p><p>Este recorrido puede comenzar con una b\u00fasqueda en internet, continuar con una visita a la web, una consulta comercial, una compra y extenderse posteriormente a trav\u00e9s del soporte, la atenci\u00f3n al cliente o nuevas contrataciones.<\/p><p>Analizar el customer journey permite comprender mejor las necesidades, expectativas y dificultades que experimentan los clientes en cada etapa.<\/p><div style=\"background: #eaf4ff; border-left: 5px solid #0072C6; padding: 18px 20px; border-radius: 10px; margin: 26px 0;\"><p style=\"margin: 0;\"><strong>El customer journey no se limita al momento de la compra.<\/strong> Incluye todas las interacciones que influyen en la percepci\u00f3n que una persona tiene de una marca.<\/p><\/div><h2 id=\"importancia-customer-journey\" style=\"color: #24292f; margin-top: 34px; margin-bottom: 14px;\">\u00bfPor qu\u00e9 es importante el customer journey?<\/h2><p>Muchas decisiones empresariales se toman a partir de datos de ventas, tr\u00e1fico web o indicadores de negocio. Sin embargo, estos datos no siempre explican c\u00f3mo vive el cliente cada interacci\u00f3n.<\/p><p>El customer journey permite identificar puntos de mejora que pueden afectar directamente a la satisfacci\u00f3n, la fidelizaci\u00f3n o la conversi\u00f3n.<\/p><ol style=\"padding-left: 22px;\"><li><strong>Detecta puntos de fricci\u00f3n.<\/strong><\/li><li><strong>Facilita la mejora de procesos.<\/strong><\/li><li><strong>Ayuda a priorizar inversiones.<\/strong><\/li><li><strong>Permite dise\u00f1ar experiencias m\u00e1s consistentes.<\/strong><\/li><li><strong>Favorece la fidelizaci\u00f3n de clientes.<\/strong><\/li><\/ol><h2 id=\"etapas-customer-journey\" style=\"color: #24292f; margin-top: 34px; margin-bottom: 14px;\">\u00bfCu\u00e1les son las etapas del customer journey?<\/h2><p>Aunque cada organizaci\u00f3n puede definir su propio recorrido, la mayor\u00eda de customer journeys incluyen las siguientes fases:<\/p><div style=\"width: 100%; overflow-x: auto; margin: 22px 0 30px;\"><table style=\"width: 100%; border-collapse: collapse; border: 1px solid #c9dff2;\"><thead><tr><th style=\"background: #eaf4ff; padding: 12px; border: 1px solid #c9dff2;\">Etapa<\/th><th style=\"background: #eaf4ff; padding: 12px; border: 1px solid #c9dff2;\">Objetivo del cliente<\/th><\/tr><\/thead><tbody><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\"><strong>Descubrimiento<\/strong><\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Conocer una marca o soluci\u00f3n.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\"><strong>Consideraci\u00f3n<\/strong><\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Comparar opciones y recopilar informaci\u00f3n.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\"><strong>Compra<\/strong><\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Contratar o adquirir el producto o servicio.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\"><strong>Uso<\/strong><\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Utilizar la soluci\u00f3n contratada.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\"><strong>Soporte<\/strong><\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Resolver dudas o incidencias.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\"><strong>Fidelizaci\u00f3n<\/strong><\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Mantener la relaci\u00f3n con la marca.<\/td><\/tr><\/tbody><\/table><\/div><h2 id=\"customer-journey-vs-cx\" style=\"color: #24292f; margin-top: 34px; margin-bottom: 14px;\">Customer journey vs experiencia de cliente: \u00bfson lo mismo?<\/h2><p>Aunque est\u00e1n relacionados, no son exactamente lo mismo.<\/p><div style=\"width: 100%; overflow-x: auto; margin: 22px 0 30px;\"><table style=\"width: 100%; border-collapse: collapse; border: 1px solid #c9dff2;\"><thead><tr><th style=\"background: #eaf4ff; padding: 12px; border: 1px solid #c9dff2;\">Customer Journey<\/th><th style=\"background: #eaf4ff; padding: 12px; border: 1px solid #c9dff2;\">Experiencia de Cliente<\/th><\/tr><\/thead><tbody><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Describe el recorrido del cliente.<\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Describe c\u00f3mo se siente durante ese recorrido.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Analiza puntos de contacto.<\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Analiza percepciones y emociones.<\/td><\/tr><tr><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Se representa mediante mapas.<\/td><td style=\"padding: 12px; border: 1px solid #d7e8f7;\">Se mide mediante indicadores como NPS o CES.<\/td><\/tr><\/tbody><\/table><\/div><h2 id=\"mejorar-customer-journey\" style=\"color: #24292f; margin-top: 34px; margin-bottom: 14px;\">\u00bfC\u00f3mo mejorar el customer journey?<\/h2><p>La mejora del customer journey requiere analizar procesos, canales y experiencias reales de los clientes.<\/p><ul style=\"padding-left: 20px;\"><li>Reducir tiempos de espera.<\/li><li>Facilitar el acceso a la informaci\u00f3n.<\/li><li>Evitar que el cliente repita datos.<\/li><li>Unificar canales de atenci\u00f3n.<\/li><li>Escuchar el feedback de los usuarios.<\/li><li>Medir indicadores de experiencia.<\/li><li>Automatizar tareas repetitivas cuando aporte valor.<\/li><\/ul><p>La incorporaci\u00f3n de soluciones como la <a href=\"https:\/\/www.inagentik.com\/voice\">IA conversacional<\/a> tambi\u00e9n puede contribuir a agilizar determinadas interacciones y ofrecer respuestas m\u00e1s r\u00e1pidas en procesos sencillos.<\/p><h2 id=\"faq\" style=\"color: #24292f; margin-top: 34px; margin-bottom: 14px;\">Preguntas frecuentes sobre customer journey<\/h2><details style=\"background: #ffffff; border: 1px solid #d7e8f7; border-left: 4px solid #0072C6; border-radius: 10px; margin-bottom: 12px;\"><summary style=\"cursor: pointer; padding: 16px 18px; font-weight: bold;\">\u00bfQu\u00e9 es un customer journey map?<\/summary><p style=\"padding: 0 18px 16px;\">Es una representaci\u00f3n visual de todas las interacciones que realiza un cliente con una empresa a lo largo de su relaci\u00f3n.<\/p><\/details><details style=\"background: #ffffff; border: 1px solid #d7e8f7; border-left: 4px solid #0072C6; border-radius: 10px; margin-bottom: 12px;\"><summary style=\"cursor: pointer; padding: 16px 18px; font-weight: bold;\">\u00bfCu\u00e1ndo conviene analizar el customer journey?<\/summary><p style=\"padding: 0 18px 16px;\">Cuando una empresa quiere mejorar la experiencia de cliente, reducir abandonos o identificar problemas en sus procesos.<\/p><\/details><details style=\"background: #ffffff; border: 1px solid #d7e8f7; border-left: 4px solid #0072C6; border-radius: 10px; margin-bottom: 12px;\"><summary style=\"cursor: pointer; padding: 16px 18px; font-weight: bold;\">\u00bfTodas las empresas tienen el mismo customer journey?<\/summary><p style=\"padding: 0 18px 16px;\">No. Cada organizaci\u00f3n tiene puntos de contacto, procesos y necesidades diferentes.<\/p><\/details><details style=\"background: #ffffff; border: 1px solid #d7e8f7; border-left: 4px solid #0072C6; border-radius: 10px; margin-bottom: 12px;\"><summary style=\"cursor: pointer; padding: 16px 18px; font-weight: bold;\">\u00bfQu\u00e9 indicadores ayudan a analizar la experiencia del cliente?<\/summary><p style=\"padding: 0 18px 16px;\">M\u00e9tricas como NPS, CES o CSAT permiten evaluar la percepci\u00f3n de los clientes en diferentes momentos de su recorrido.<\/p><\/details><\/article>\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\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Contenido Qu\u00e9 es el customer journey Por qu\u00e9 es importante Cu\u00e1les son sus etapas Customer journey vs experiencia de cliente C\u00f3mo mejorar el customer journey Preguntas frecuentes El customer journey es el recorrido completo que realiza una persona desde que descubre una marca hasta que interact\u00faa con ella, compra un producto o servicio y mantiene [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":30718,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_eb_attr":"","footnotes":""},"categories":[88],"tags":[],"class_list":["post-30713","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-contact-center"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Journey: qu\u00e9 es y c\u00f3mo mejorar la experiencia<\/title>\n<meta name=\"description\" content=\"Descubre qu\u00e9 es el customer journey, cu\u00e1les son sus etapas y c\u00f3mo analizar cada punto de contacto para mejorar la experiencia del cliente.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.lanalden.com\/en\/customer-journey\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey: qu\u00e9 es y c\u00f3mo mejorar la experiencia\" \/>\n<meta property=\"og:description\" content=\"Descubre qu\u00e9 es el customer journey, cu\u00e1les son sus etapas y c\u00f3mo analizar cada punto de contacto para mejorar la experiencia del cliente.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.lanalden.com\/en\/customer-journey\/\" \/>\n<meta property=\"og:site_name\" content=\"Lanalden\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/lanalden\" \/>\n<meta property=\"article:published_time\" content=\"2026-06-02T11:48:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-02T11:57:11+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.lanalden.com\/wp-content\/uploads\/2026\/06\/customer-journey-experiencia-cliente.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1930\" \/>\n\t<meta property=\"og:image:height\" content=\"832\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"admin\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@lanalden\" \/>\n<meta name=\"twitter:site\" content=\"@lanalden\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"admin\" \/>\n\t<meta name=\"twitter:label2\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/\"},\"author\":{\"name\":\"admin\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#\\\/schema\\\/person\\\/8c1ebe95130b9a172ac2f41e7dcfa7d8\"},\"headline\":\"Customer Journey: qu\u00e9 es, etapas y c\u00f3mo mejorar la experiencia del cliente\",\"datePublished\":\"2026-06-02T11:48:32+00:00\",\"dateModified\":\"2026-06-02T11:57:11+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/\"},\"wordCount\":674,\"publisher\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.lanalden.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/customer-journey-experiencia-cliente.jpg\",\"articleSection\":[\"Contact Center\"],\"inLanguage\":\"en-GB\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/\",\"url\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/\",\"name\":\"Customer Journey: qu\u00e9 es y c\u00f3mo mejorar la experiencia\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.lanalden.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/customer-journey-experiencia-cliente.jpg\",\"datePublished\":\"2026-06-02T11:48:32+00:00\",\"dateModified\":\"2026-06-02T11:57:11+00:00\",\"description\":\"Descubre qu\u00e9 es el customer journey, cu\u00e1les son sus etapas y c\u00f3mo analizar cada punto de contacto para mejorar la experiencia del cliente.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.lanalden.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/customer-journey-experiencia-cliente.jpg\",\"contentUrl\":\"https:\\\/\\\/www.lanalden.com\\\/wp-content\\\/uploads\\\/2026\\\/06\\\/customer-journey-experiencia-cliente.jpg\",\"width\":1930,\"height\":832,\"caption\":\"Equipo analizando el customer journey y los puntos de contacto del cliente\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/customer-journey\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.lanalden.com\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Journey: qu\u00e9 es, etapas y c\u00f3mo mejorar la experiencia del cliente\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#website\",\"url\":\"https:\\\/\\\/www.lanalden.com\\\/\",\"name\":\"https:\\\/\\\/www.lanalden.com\\\/\",\"description\":\"\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.lanalden.com\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#organization\",\"name\":\"Lanalden\",\"url\":\"https:\\\/\\\/www.lanalden.com\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.lanalden.com\\\/wp-content\\\/uploads\\\/2025\\\/03\\\/cropped-logo-lanalden-removebg-preview.png\",\"contentUrl\":\"https:\\\/\\\/www.lanalden.com\\\/wp-content\\\/uploads\\\/2025\\\/03\\\/cropped-logo-lanalden-removebg-preview.png\",\"width\":150,\"height\":150,\"caption\":\"Lanalden\"},\"image\":{\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/lanalden\",\"https:\\\/\\\/x.com\\\/lanalden\",\"https:\\\/\\\/es.linkedin.com\\\/company\\\/lanalden\",\"https:\\\/\\\/www.instagram.com\\\/lanaldendb\\\/\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.lanalden.com\\\/#\\\/schema\\\/person\\\/8c1ebe95130b9a172ac2f41e7dcfa7d8\",\"name\":\"admin\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-GB\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/16994d6d34199b798a1b17ab501b92eb9252953e5bf869aa84906c5999cf21e1?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/16994d6d34199b798a1b17ab501b92eb9252953e5bf869aa84906c5999cf21e1?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/16994d6d34199b798a1b17ab501b92eb9252953e5bf869aa84906c5999cf21e1?s=96&d=mm&r=g\",\"caption\":\"admin\"},\"sameAs\":[\"https:\\\/\\\/www.lanalden.com\"],\"url\":\"https:\\\/\\\/www.lanalden.com\\\/en\\\/author\\\/admin\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Journey: qu\u00e9 es y c\u00f3mo mejorar la experiencia","description":"Descubre qu\u00e9 es el customer journey, cu\u00e1les son sus etapas y c\u00f3mo analizar cada punto de contacto para mejorar la experiencia del cliente.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.lanalden.com\/en\/customer-journey\/","og_locale":"en_GB","og_type":"article","og_title":"Customer Journey: qu\u00e9 es y c\u00f3mo mejorar la experiencia","og_description":"Descubre qu\u00e9 es el customer journey, cu\u00e1les son sus etapas y c\u00f3mo analizar cada punto de contacto para mejorar la experiencia del cliente.","og_url":"https:\/\/www.lanalden.com\/en\/customer-journey\/","og_site_name":"Lanalden","article_publisher":"https:\/\/www.facebook.com\/lanalden","article_published_time":"2026-06-02T11:48:32+00:00","article_modified_time":"2026-06-02T11:57:11+00:00","og_image":[{"width":1930,"height":832,"url":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2026\/06\/customer-journey-experiencia-cliente.jpg","type":"image\/jpeg"}],"author":"admin","twitter_card":"summary_large_image","twitter_creator":"@lanalden","twitter_site":"@lanalden","twitter_misc":{"Written by":"admin","Estimated reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.lanalden.com\/customer-journey\/#article","isPartOf":{"@id":"https:\/\/www.lanalden.com\/customer-journey\/"},"author":{"name":"admin","@id":"https:\/\/www.lanalden.com\/#\/schema\/person\/8c1ebe95130b9a172ac2f41e7dcfa7d8"},"headline":"Customer Journey: qu\u00e9 es, etapas y c\u00f3mo mejorar la experiencia del cliente","datePublished":"2026-06-02T11:48:32+00:00","dateModified":"2026-06-02T11:57:11+00:00","mainEntityOfPage":{"@id":"https:\/\/www.lanalden.com\/customer-journey\/"},"wordCount":674,"publisher":{"@id":"https:\/\/www.lanalden.com\/#organization"},"image":{"@id":"https:\/\/www.lanalden.com\/customer-journey\/#primaryimage"},"thumbnailUrl":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2026\/06\/customer-journey-experiencia-cliente.jpg","articleSection":["Contact Center"],"inLanguage":"en-GB"},{"@type":"WebPage","@id":"https:\/\/www.lanalden.com\/customer-journey\/","url":"https:\/\/www.lanalden.com\/customer-journey\/","name":"Customer Journey: qu\u00e9 es y c\u00f3mo mejorar la experiencia","isPartOf":{"@id":"https:\/\/www.lanalden.com\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.lanalden.com\/customer-journey\/#primaryimage"},"image":{"@id":"https:\/\/www.lanalden.com\/customer-journey\/#primaryimage"},"thumbnailUrl":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2026\/06\/customer-journey-experiencia-cliente.jpg","datePublished":"2026-06-02T11:48:32+00:00","dateModified":"2026-06-02T11:57:11+00:00","description":"Descubre qu\u00e9 es el customer journey, cu\u00e1les son sus etapas y c\u00f3mo analizar cada punto de contacto para mejorar la experiencia del cliente.","breadcrumb":{"@id":"https:\/\/www.lanalden.com\/customer-journey\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.lanalden.com\/customer-journey\/"]}]},{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.lanalden.com\/customer-journey\/#primaryimage","url":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2026\/06\/customer-journey-experiencia-cliente.jpg","contentUrl":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2026\/06\/customer-journey-experiencia-cliente.jpg","width":1930,"height":832,"caption":"Equipo analizando el customer journey y los puntos de contacto del cliente"},{"@type":"BreadcrumbList","@id":"https:\/\/www.lanalden.com\/customer-journey\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.lanalden.com\/"},{"@type":"ListItem","position":2,"name":"Customer Journey: qu\u00e9 es, etapas y c\u00f3mo mejorar la experiencia del cliente"}]},{"@type":"WebSite","@id":"https:\/\/www.lanalden.com\/#website","url":"https:\/\/www.lanalden.com\/","name":"https:\/\/www.lanalden.com\/","description":"","publisher":{"@id":"https:\/\/www.lanalden.com\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.lanalden.com\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"},{"@type":"Organization","@id":"https:\/\/www.lanalden.com\/#organization","name":"Lanalden","url":"https:\/\/www.lanalden.com\/","logo":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/www.lanalden.com\/#\/schema\/logo\/image\/","url":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/cropped-logo-lanalden-removebg-preview.png","contentUrl":"https:\/\/www.lanalden.com\/wp-content\/uploads\/2025\/03\/cropped-logo-lanalden-removebg-preview.png","width":150,"height":150,"caption":"Lanalden"},"image":{"@id":"https:\/\/www.lanalden.com\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/lanalden","https:\/\/x.com\/lanalden","https:\/\/es.linkedin.com\/company\/lanalden","https:\/\/www.instagram.com\/lanaldendb\/"]},{"@type":"Person","@id":"https:\/\/www.lanalden.com\/#\/schema\/person\/8c1ebe95130b9a172ac2f41e7dcfa7d8","name":"admin","image":{"@type":"ImageObject","inLanguage":"en-GB","@id":"https:\/\/secure.gravatar.com\/avatar\/16994d6d34199b798a1b17ab501b92eb9252953e5bf869aa84906c5999cf21e1?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/16994d6d34199b798a1b17ab501b92eb9252953e5bf869aa84906c5999cf21e1?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/16994d6d34199b798a1b17ab501b92eb9252953e5bf869aa84906c5999cf21e1?s=96&d=mm&r=g","caption":"admin"},"sameAs":["https:\/\/www.lanalden.com"],"url":"https:\/\/www.lanalden.com\/en\/author\/admin\/"}]}},"_links":{"self":[{"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/posts\/30713","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/comments?post=30713"}],"version-history":[{"count":10,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/posts\/30713\/revisions"}],"predecessor-version":[{"id":30724,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/posts\/30713\/revisions\/30724"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/media\/30718"}],"wp:attachment":[{"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/media?parent=30713"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/categories?post=30713"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.lanalden.com\/en\/wp-json\/wp\/v2\/tags?post=30713"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}