客戶參與：研究訂閱

Customer Engagement Research Subscription

出版日期: 年間契約型資訊服務 | 出版商:

Analysys Mason | 英文

價格

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簡介目錄

概述

此專案專注於客戶互動自動化，涵蓋聯絡人管理（虛擬助理、自動化客服中心、自動化客戶價值管理）、客戶旅程管理（從報價到付款、從問題發生到解決）以及行銷（宣傳活動管理）。涉及的系統包括客戶關係管理 (CRM)、配置、定價和報價 (CPQ) 以及客戶體驗管理 (CXM)。這些系統在人工智慧 (AI) 和全新一代人工智慧 (GenAI) 方面投入龐大，這也反映了其相關的營運成本。

2026年的主題

自動化智慧
超個性化
自適應 B2B 體驗與架構

這個項目

客戶參與：2025-2030年全球市場預測
客戶參與：2024 年全球市場佔有率
電信業者關於對話式人工智慧的策略：案例研究與分析

客戶的主要諮詢

目前市場規模有多大？未來預計如何成長？主要參與者有哪些？
目前電信公司在多大程度上利用人工智慧和自動化技術來自動化其客戶生命週期流程？
電信公司的AI/自動化專案產生了哪些影響？
在貴公司，推動客戶生命週期自動化技術實施的主要促進者是誰？
電信業者在選擇供應商時，會尋找哪些方面的專業技術來成功交付端到端解決方案？
B2B業務機會的演變將如何影響客戶參與相關系統？

簡介目錄

Overview

This programme focuses on the automation of customer interactions. This includes contact management (virtual assistants, automated call centres and automated customer value management), customer journey management (quote to cash and issue to resolution) and marketing (campaign management). Systems covered include CRM, CPQ and customer experience management. These systems have seen some of the highest levels of investments in AI and GenAI, which reflects the operational costs involved.

Topics for 2026

Automated intelligence
Hyper-personalisation
Adaptive B2B experiences and architecture

Highlights from this programme

Customer engagement: worldwide forecast 2025–2030
Customer engagement: worldwide market shares 2024
Operators’ strategies for conversational AI: case studies and analysis

Typical client enquiries

What is the current size of the market, how is it projected to grow and who are the leading players?
To what extent are telecoms operators currently using AI and automation technologies to automate their customer lifecycle processes?
What has been the impact of telecoms operators’ AI/automation projects?
Who is the primary internal driver for the adoption of customer lifecycle automation technologies?
What expertise are operators expecting from vendors to successfully deliver an end-to-end solution?
How is the evolution of B2B opportunities going to impact customer-engagement-related systems?

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