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市場調查報告書
商品編碼
1513544
亞太地區客戶經驗管理服務市場:成長機會(2024 年)Growth Opportunities in Customer Experience Management Services, Asia-Pacific, 2024 |
員工體驗與顛覆性數位技術推動客戶經驗投資
不斷變化的業務模式和技術創新正在重塑客戶經驗(CX) 產業。本地傳統客服中心和解決方案無法跟上不斷變化的客戶需求和技術進步。在數位時代,客戶期望透過他們喜歡的溝通管道獲得高度個人化和持續的客戶服務。然而,地緣政治衝突以及通膨和利率上升等挑戰使得企業對 IT 投資計畫持謹慎態度,而客服中心領導者正在努力提高預算並使 CX 與企業目標保持一致。
組織現在越來越注重跨系統和地理連接端到端 CX 和員工體驗 (EX)。數位技術使公司能夠獲得寶貴的客戶和員工見解,同時改善客戶和員工體驗並加強業務營運。雲端、自動化、分析、人工智慧和機器學習技術對於提供更情境化、個人化和無縫的體驗至關重要。
本報告分析了驅動和限制客戶體驗管理服務產業成長的因素,並確定了該產業的變化所帶來的機會,可供市場參與者和相關人員利用。本報告中的預測是基於檢驗客服中心解決方案決策者的年度調查、客戶會議以及與世界各地的 CX服務供應商和外包商進行的持續討論所收集的見解。
Employee Experience and Disruptive Digital Technologies Drive Customer Experience Investments
The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their preferred communication channels. However, challenges due to ongoing geopolitical conflicts and elevated inflation and interest rates are making organizations cautious in their IT investment plans, with contact center leaders struggling to procure budgets and align CX and corporate goals.
Organizations are now increasingly focusing on connecting end-to-end CX and employee experience (EX) across systems and geographies. Digital technologies are enabling businesses to gain valuable customer and employee insights while enriching their experiences and enhancing business operations. Cloud, automation, analytics, AI, and ML technologies are critical to delivering more contextual, personalized, and seamless experiences.
This report analyzes the factors driving and restraining growth in the CX management services industry and identifies the opportunities emerging from the changes in this space for market players and stakeholders to leverage. The predictions in this report are validated through findings from Frost & Sullivan's annual survey of contact center solution decision-makers, meetings with clients, and continual discussions with CX service providers and outsourcers around the globe.