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市場調查報告書
商品編碼
1660639
客戶經驗(CX) 轉型預測：2025-2026Predictions for CX Transformation, 2025 to 2026 |
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員工敬業度和品牌忠誠度成為焦點
根據Frost & Sullivan於2024年3月發布的《2024年Frost & Sullivan客服中心客戶觀點調查》顯示，提高員工敬業度、品牌股權、客戶忠誠度以及實現業務流程自動化是企業在2024年至2026年期間的首要任務。
即使到 2025 年，客戶經驗(CX) 和員工體驗 (EX) 仍將是首要任務。這並不奇怪，因為 Frost & Sullivan 的研究顯示，EX 的改善與其對 CX 的直接影響之間存在直接關聯，從提高品牌忠誠度到增加收益。從 2025 年開始的不同之處在於，人工智慧和生成人工智慧 (GenAI) 等技術將以更精確、更規範的方式得到利用，以證明商業案例，而不是「把人工智慧技術扔到牆上，看看會黏住什麼」。
採用先進的基於人工智慧的員工參與管理 (WEM) 工具的人數正在增加。 69% 的公司認為整合員工敬業度工具是 2025 年的首要業務重點。實施 WEM 技術的首要目標是人才獲取和保留、代理商技能提升、改善 CX 和 EX、以及提高品牌知名度和忠誠度。
這些只是影響 2025 年及以後 CX 轉型的部分趨勢。 Frost & Sullivan 對 2025-2026 年做出了十大預測。
目錄
2024 年的關鍵成長機會
- 策略要務
- 十大成長機會
- 預測 1：顧客滿意度 (CSAT) 改善仍處於波動狀態：超個人化是關鍵
- 預測二：員工敬業度將提高顧客忠誠度
- 預測 3：更多地使用人工智慧來改善整個員工旅程
- 預測四：AI太空船返回地球：證明 AI 和 GenAI 的顧客價值
- 預測五：機器人的進化：從虛擬代理到企業級副駕駛
- 預測六：垂直市場創造價值
- 預測七：混合工作/協作將繼續大放異彩
- 預測 8：混合雲和本地客服中心將繼續存在
- 預測九：安全和管治將成為首要關注點
- 預測 10：環境、永續性和管治(ESG) 將繼續成為企業關注的重點
- 後續步驟Next steps
- 簡稱
- 免責聲明
Employee Engagement and Brand Loyalty Take Center Stage
Frost & Sullivan's 2024 Frost & Sullivan's Contact Center Customer Perspectives survey, published in March 2024, unveiled that improving employee engagement, brand equity and customer loyalty, and automating business processes remain top priorities in 2024-2026.
Improving the customer experience (CX) and employee experience (EX) are top of mind again in 2025. This is not surprising as Frost & Sullivan research shows a direct correlation between a heightened EX directly impacting CX in ways from increased brand loyalty to revenue production. The difference moving into 2025 and forward is the leveraging of technologies such as AI and generative AI (GenAI) in a more precise and prescriptive way that prove business cases rather than 'throwing AI technology against the wall to see what sticks'.
Adoption of advanced, AI-powered workforce engagement management (WEM) tools are on the rise. 69% of enterprises consider integrating employee engagement tools as a top business priority in 2025. Top goals in adopting WEM technology are attracting and retaining talent, upskilling agents, improving CX and EX, and increasing brand awareness and loyalty.
These are just a few of the trends that are having an impact in CX transformation in 2025 and beyond. In this perspective Frost & Sullivan discusses the top 10 predictions for the 2025-2026 timeframe.
Table of Contents
Top Growth Opportunities for 2024
- Strategic Imperatives
- Top 10 Growth Opportunities
- Prediction 1: Improving Customer Satisfaction (CSAT) is Still in Flux-Hyperpersonalization is Key
- Prediction 2: Employee Engagement Aims to Boost Customer Loyalty
- Prediction 3: Increase in Leveraging AI to Enhance the Entire Employee Journey
- Prediction 4: Coming Back to Earth from the AI Spaceship-Proving AI and GenAI Customer Value
- Prediction 5: Bot Evolution-From Virtual Agents to Enterprise-wide Copilots
- Prediction 6: Creating Value from and for Vertical Markets
- Prediction 7: Hybrid Work/Collaboration Continues to Shine
- Prediction 8: Hybrid Cloud and On-Premises Contact Centers are Here to Stay
- Prediction 9: Security & Governance is a Chief Concern
- Prediction 10: Environment, Sustainability, and Governance (ESG) Remains an Enterprise Focus
- Next Steps
- Acronyms
- Legal Disclaimer
