製造業的 CX 成長機會（2024-2025 年）

CX Growth Opportunities in the Manufacturing Industry 2024 to 2025

出版日期: 2024年12月30日 | 出版商:

Frost & Sullivan | 英文 32 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

客戶觀點

客服中心作為製造商和客戶之間的主要介面，在製造業中發揮著至關重要的作用。投資客服中心的製造商可以改善客戶體驗、建立長期客戶關係並獲得競爭優勢。

在過去的十年中，製造業的客服中心領域取得了重大的發展和技術進步。擁抱這些進步的製造公司正在為成功做好準備。製造商透過利用雲端基礎的技術來提升其客服中心業務的靈活性、擴充性和成本效益。人工智慧技術的融入，實現了自助服務選項、個人化交互，提升了業務效率。專注於遠端客服中心營運可確保業務連續性和彈性。此外，擴大全通路支援能力正在幫助製造商滿足客戶對無縫互動的期望。

本研究的主要目標是確定實施計劃並了解製造業客服中心環境中互動管道、應用程式和解決方案的購買趨勢。我們也探討影響產品選擇的因素，例如成本、功能和供應商聲譽。

調查的受訪者是製造業客服中心決策者和購買決策影響者（總合84 人），包括 CXO、執行董事、所有者、高級管理人員和中階管理人員，對該行業提供了全面的了解。

該研究涵蓋澳大利亞/紐西蘭、巴西、德國、印度、墨西哥、菲律賓、英國和美國等多個國家，反映了該行業的全球觀點。

Contact centers play a crucial role in the manufacturing sector, serving as the primary interface between the manufacturer and its customers. Manufacturers investing in their contact centers can enhance customer experience, build long-term customer relationships, and gain a competitive advantage. Over the past decade, the contact center landscape within the manufacturing vertical has undergone significant developments and technological advancements. Manufacturing organizations that have embraced these advancements have positioned themselves for success. Manufacturers have gained agility, scalability, and cost-efficiency by leveraging cloud-based technologies in their contact center operations. Integration of AI technologies has improved self-service options, personalized interactions, and operational efficiencies. The focus on remote contact center operations has ensured business continuity and resilience. Furthermore, expanding omnichannel support capabilities has enabled manufacturers to meet customer expectations for seamless interactions.

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the Manufacturing industry and to understand purchase trends. It also investigates the factors that influence product selection, such as cost, functionality, and vendor reputation.

A diverse range of decision-makers and purchase decision influencers in Manufacturing contact centers (total n=84) were surveyed, including CXOs, managing directors, owners, senior management, middle management, and others, ensuring a comprehensive understanding of the industry.

This study spans across multiple countries, including Australia/New Zealand, Brazil, Germany, India, Mexico, the Philippines, the U.K., and the U.S., reflecting a global perspective on the industry.