CX對製造業的投資（2022）

改善客戶體驗 (CX) 連續第三年成為公司的首要目標，緊隨其後的是提高商標價值。隨著世界迅速轉向數字渠道並且保持品牌忠誠度變得更加複雜，客戶關係是 2022 年製造商的首要考慮因素。

製造業預計將大力投資於分析，尤其是為客戶旅程和客戶聲音 (VOC) 提供可操作數據的解決方案。今天從許多來源獲得的大量數據必須進行集成、挖掘、組織、定制和定制，以便為您的客戶提供個性化和積極的體驗。

本研究的主要目標是：

• 了解 COVID-19 對聯絡中心的影響
• 了解您的組織面臨的挑戰
• 了解數字化轉型的現狀
• 評估聯絡中心解決方案的當前和未來使用情況
• 評估推動聯絡中心解決方案投資的因素
• 了解市場和技術趨勢
• 評估可用的 IT 預算
• 按行業衡量的認可度
• 按地區發現商機

本報告考察了 CX 對製造業的投資，並探討了 CX 解決方案提供商和製造商的增長機會，這些解決方案提供商和製造商已經經受住了與大流行和快速轉向數字渠道相關的挑戰。

內容

研究目的和研究方法

• 調查目的和調查方法
• 應用
• 調查方法

主要發現

• 製造業中的 CX 戰略要點

製造業 CXO 的關鍵要點（2022 年）

• 業務目標以客戶為中心
• 人的問題：客戶和員工抵制變革。難以維護的專家資源。
• 遠程工作人員日益關注的安全問題
• 備受矚目的 CX：降低成本仍然是首要考慮因素

增長機會

• 增長機會 1：投資自助服務工具和實時聊天
• 增長機會 2：將 AI 應用從機器人擴展到圖像識別
• 增長機會 3：提供個性化客戶體驗，同時通過分析控製成本
• 增長機會 4：人工智能實現自動化
• 增長機會 5：利用全渠道功能提高客戶保留率
• 增長機會 6：回歸基礎

結論

• 結論

附錄

• 增長機會推動增長管道引擎 (TM)
• 為什麼成長越來越難？
• 戰略要務 8 (TM)
• 圖表列表
• 免責聲明

Acceleration to Hybrid, Flexible, and Highly Secure Models

Improving customer experience (CX) ranks as the top corporate objective for the third year, followed closely by improving brand equity. Customer relationships are top of mind for manufacturers in 2022 as maintaining brand loyalty becomes increasingly complex, with the world quickly moving to digital channels.

Companies are shifting from remote work that began with the pandemic to hybrid models that will include a mix of work-from-home, on-site, and flexible options. The cloud offers flexibility and quick access to the latest technology features. Investments in workforce management and engagement tools are crucial to ensuring high performance.

Manufacturers will invest heavily in analytics, especially solutions providing actionable data for customer journeys and the voice of the customer(VOC). With the enormous amount of data available today from many sources, it must be integrated, mined, organized, pertinent, and customized to provide customers with personalized and positive experiences.

IT investments over the next year will be customer-centric. While most other industries rated "attracting and retaining talent" as a priority, manufacturing companies continue to consider it an unimportant goal. Manufacturing companies tend to deal with business-to-business customer interactions, limiting their view of end-customer expectations. However, there is a trend towards direct selling to consumers from manufacturers, requiring investments in customer-facing technology to support them.

The primary goals of this research are to:

• Understand the impact of COVID-19 on contact centers

• Understand the challenges organizations face today

• Monitor the status of digital transformation

• Assess the current and future use of contact center solutions

• Evaluate factors that drive investments in contact center solutions

• Gauge market and technology trends

• Appraise available IT budgets

• Measure perceptions by vertical industry

• Discover opportunities in different regions

This study examines the growth opportunities for CX solution providers and the manufacturing industry that emerged from pandemic-related challenges and the rapid move towards digital channels that compel manufacturers to invest in CX solutions that will help them stay with or beat the competition.

Table of Contents

Research Objectives and Methodology

• Research Objectives and Methodology
• Applications
• Research Methodology

Key Findings

• Strategic CX Imperatives in Manufacturing

2022 Top Takeaways for Manufacturing CXOs

• Business Goals are Customer-Centric
• People Issues-Customers and Employees Resistant to Change; Expert Resources Tough to Retain
• Security Concerns Intensify with Remote Workers
• CX is in the Spotlight-Reducing Costs Still a Top Concern

Growth Opportunities

• Growth Opportunity 1: Invest in Self-Service Tools and Live Chats
• Growth Opportunity 2: Expanding the Use of AI Beyond Bots to Image Recognition
• Growth Opportunity 3: Delivered Personalized CX While Managing Costs with Analytics
• Growth Opportunity 4: Automation with AI
• Growth Opportunity 5: Omnichannel Capabilities Improve Customer Retention
• Growth Opportunity 6: Back to Basics

The Last Word

• The Last Word

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• List of Exhibits
• Legal Disclaimer