安全性：卓越客戶經驗的關鍵

Security: The Key to Customer Experience Excellence

出版日期: 2024年06月24日 | 出版商:

Frost & Sullivan | 英文 62 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

建立客戶信任和忠誠度所需的強大安全措施

儘管公司認知到客戶經驗(CX) 的重要性，但他們在提供服務方面面臨挑戰。認知到提供良好的 CX 作為競爭優勢的重要性，追求卓越的 CX 是任何組織實現永續業務成長的策略要素。提供卓越的 CX 非常複雜，客戶需要更複雜的解決方案，從而推動了對 CX 管理 (CXM)服務供應商的需求。雖然自助服務/人工智慧越來越受歡迎，但即時互動也變得越來越複雜。

隨著數位化的不斷推進，人們對資料安全和隱私的擔憂仍然很高，企業正在增加對安全、合規的CX解決方案的投資。許多行業，包括銀行、金融服務和保險 (BFSI) 以及醫療保健，對監管合規性的要求越來越高，並且需要外包商的專業知識。

在最新的客戶體驗決策者調查中，確保客戶信任已成為客戶體驗的首要任務，凸顯了建立品牌知名度和維持忠誠度的重要性。該策略包括確保資料隱私、透明的通訊和一致的服務品質。安全性的提高與信任密切相關，強調需要採取強力的安全措施來保護客戶資料，並透過展示保護客戶資訊的承諾來提高客戶忠誠度。

為了建立安全且令人滿意的客戶體驗，公司需要在內部和外部培養同理心和信任的文化。同理心和信任對於與客戶、員工和合作夥伴建立牢固而持久的關係至關重要。安全與 CX 的融合為 CXM服務供應商帶來了各種機會和挑戰。 CXM服務供應商可以將自己定位為希望提供安全、無縫和卓越 CX 的客戶值得信賴的合作夥伴。將安全性整合到 CXM 中需要不斷發展、致力於創新以及持續關注保護客戶及其客戶的利益。

這份關於卓越客戶經驗(CX) 的報告揭示了永續業務成長的關鍵。當公司努力提供卓越的客戶體驗時，他們面臨著雙重挑戰：應對日益複雜的客戶挑戰，並應對因自助服務和人工智慧的興起而日益複雜的即時互動。

我們的研究表明，資料安全和隱私在數位時代至關重要，促使企業投資於安全且合規的 CX 解決方案。隨著 BFSI 和醫療保健等行業的監管要求不斷提高，專業知識至關重要。我們的 CX 決策者調查發現，確保客戶信任是首要任務，強調了對資料隱私、透明度和一致服務品質的需求。

了解強大的安全措施如何不僅保護客戶資料，而且透過展示您對保護客戶資訊的承諾來提高忠誠度。
了解如何培養同理心和信任的文化，這對於與客戶、員工和合作夥伴建立持久的關係至關重要。
了解競爭考察，將 CX 轉變為強大的競爭優勢。

Organizations recognize the importance of customer experience (CX) but face difficulty in service delivery. Striving for excellence in CX is a strategic component of every organization's sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. Delivering good CX is complex, with customers demanding more sophisticated solutions and driving demand for CX management (CXM) service providers. While self-service/AI is growing in popularity, it is also making live interactions more complex, so both areas will continue fueling industry growth.

With increasing digitization, huge concerns remain about data security and privacy, prompting businesses to invest more in secure and compliant CX solutions. Regulatory/compliance requirements are increasing in many industries, including banking, financial services, and insurance (BFSI) and healthcare, requiring specialist outsourcer expertise.

In the most recent Frost & Sullivan CX decision-makers survey, ensuring customer trust emerges as the highest CX priority, underscoring the importance of building brand awareness and maintaining loyalty. Strategies could include ensuring data privacy, transparency in communications, and consistent service quality. Closely related to trust, increasing security highlights the need for robust security measures to guard customer data and enhance customer loyalty by demonstrating a commitment to safeguarding their information.

To create a secure and satisfying CX, businesses need to foster a culture of empathy and trust, both internally and externally. Empathy and trust are essential for building strong and lasting relationships with customers, employees, and partners. The confluence between security and CX provides an unusual range of opportunities and challenges for CXM service providers. They can position themselves as trusted partners in their clients' endeavor to deliver secure, seamless, and superior CX. Integrating security into CXM requires continuous evolution, commitment to innovation, and relentless focus on protecting the interests of clients and their customers.

Unlock the key to sustained business growth with our latest research study on Customer Experience (CX) excellence. As organizations strive to deliver superior CX, they face the dual challenge of meeting sophisticated customer demands and navigating the complexities of live interactions fueled by the rise of self-service and AI.

Our study reveals that in the digital age, data security and privacy are paramount, driving businesses to invest in secure and compliant CX solutions. With regulatory requirements intensifying across industries such as BFSI and healthcare, specialized expertise is essential. The Frost & Sullivan CX decision-makers survey highlights that ensuring customer trust is the highest priority, emphasizing the need for data privacy, transparency, and consistent service quality.

Discover how robust security measures not only guard customer data but also enhance loyalty by demonstrating a commitment to safeguarding information.
Learn to foster a culture of empathy and trust, crucial for building lasting relationships with customers, employees, and partners.
Equip your organization with the insights to transform CX into a powerful competitive differentiator.

Strategic Imperatives

Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on Security in Customer Experience (CX)
Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

Introduction
Customer Trends and Expectations in the Digital Age
The Role of Empathy and Trust in Creating a Secure and Satisfying CX
Risks and Threats to CX Solutions
Driving Customer Value with Security
Growth Drivers
Growth Restraints

Insights from Frost & Sullivan Voice of Customer Survey

Ensure Customer Trust, Increase Security: Top CX Priority
Handling Security and Privacy Concerns among Top IT Challenges in Supporting Contact Center
Most Organizations Exhibit Confidence of their Security Capability
Mixed Priorities Regarding Security Budgeting, with Data and Network Security on the Top
Security and Compliance Weighs Heavily in Vendor Selection