CX領導者在客戶聯繫新時代引領變革

Frost & Sullivan 分析師對Customer Contact East MindXchange 2025 的觀點

第21屆年度Customer Contact East 2025 MindXchange 提供了寶貴的見解，幫助應對不斷變化的客戶體驗（CX）格局。今年的關鍵要點強調了在數位轉型、地緣政治動盪和技術顛覆的背景下，回歸本源以維持企業核心本質的重要性。這種轉變就像搬進新家，它會促使重新評估自己真正需要什麼，以及哪些可以捨棄。

雖然傳統原則仍然強大，但五代人已經出現以滿足當今多樣化客戶群的需求，其中 Z 世代是第一代早期深入接觸數位科技的一代，佔所有世代的27%。

最終目標是創造令人難忘的體驗，讓顧客感受到被重視和欣賞，進而提升品牌忠誠度。從平均處理時間等只能帶來短期效益的傳統關鍵績效指標（KPI）轉向能夠理解顧客情緒和未來行為的分析方法，將推動業務實現長期成長。

這項活動的一個重要啟示是，所有企業都需要協調其員工敬業度、客戶體驗和品牌忠誠度策略，以便員工了解他們對公司的影響並投入更多精力，提高整體業務績效。

變革正在發生，並且正在加速。CX產業必須敏捷、靈活，並且隨時準備迎接變革。技術必須與有效的管理技能攜手並進。兩者缺一不可，企業就無法成功。企業領導者可以做些什麼來幫助員工順利轉型？

似乎每個組織都渴望採用人工智慧來實現提升CX、EX和BX的目標。然而，僅僅部署人工智慧解決方案並不能保證成功。部署此類解決方案所需的投資差異很大，取決於許多因素，包括複雜程度和培訓。正確的執行對於發揮其潛力非常重要。

員工敬業度對企業績效的重要性已廣泛接受：Frost & Sullivan 的一項研究表明，擁有強大員工敬業度計畫的公司擁有更高的代理商留任率和更大的收益成長。

這種競爭考察詳細說明了客服中心領導者必須了解的變化的客服中心格局，以保持競爭優勢，並為解決方案供應商和 BPO 提供了對最終用戶組織面臨的挑戰、策略和投資決策的說明。

目錄

客服中心領導者的策略要務—從Frost & Sullivan第21屆Customer Contact East MindXchange中汲取的經驗教訓

透過連結員工體驗（EX）、客戶體驗（CX）和品牌體驗（BX）來提高績效

解決 AI 驅動的CX 功能激增問題：客服中心的必備條件

• 成功的重要步驟

不斷發展的人員、流程和平台

個人化預測服務透過資料和人工智慧建立競爭優勢

員工敬業度

• 培養有前途的人才
• 提高員工留任率
• 人工智慧如何幫助留住員工？

行動呼籲

附錄

• The Strategic Imperative 8（TM）

轉型成長之旅

• 推動Growth Pipeline Engine（TM）成長機會

免責聲明

Analyst Perspectives from Frost & Sullivan's 2025 Customer Contact East MindXchange

The 21st Annual Customer Contact East 2025 MindXchange provided valuable insights into navigating the evolving customer experience (CX) landscape. This year's key takeaways emphasize the importance of returning to basics to preserve a company's core essence amid ongoing digital transformation, geopolitical chaos, and technology disruption. Think of this transformation as moving to a new home, prompting a reevaluation of what is truly necessary and what can be left behind.

While traditional principles still hold strong, they have been adapted to meet the needs of today's diverse customer base, consisting of five generations, with 27% being Gen Z, the first generation to have significant, early exposure to digital technologies.

Ultimately, the goal is to create memorable experiences that make customers feel valued and appreciated, improving brand loyalty. The shift from focusing on traditional KPIs, such as average handle times that only benefit companies in the short term, to analytics that enable businesses to understand customer sentiment and future behavior helps businesses to thrive in the long term.

A critical event takeaway is that all businesses must align their employee engagement, CX, and brand loyalty strategies. Hence, employees understand their impact on the company, are more invested in the business, and succeed in improving overall business performance.

Change is happening and accelerating - the CX industry must be agile, flexible, and perpetually ready to embrace change. Technology must go hand in hand with effective management skills; one cannot help a company succeed without the other. What can management do to make transformation easier for its staff?

It seems like every organization is eager to adopt AI to achieve the goals of improving CX, EX, and BX. However, simply having an AI solution is not a guarantee of success. The investment required to implement such a solution varies significantly, influenced by many factors, such as sophistication and training. Proper execution is essential to realize its potential.

The importance of employee engagement in enhancing business performance is widely accepted. A survey conducted by Frost & Sullivan demonstrated that companies with more employee engagement initiatives have higher agent retention rates and greater revenue growth.

This insight provides an in-depth look into what is changing in the contact center environment that contact center leaders must be aware of to stay ahead of the competition. It also gives solution providers and BPOs insight into the challenges, strategies, and investment decisions facing end-user companies.

Table of Contents

Strategic Imperatives for Contact Center LeadersLessons Learned from the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

Aligning Employee Experience EX, Customer Experience CX, and Brand Experience BX for Enhanced Business Performance

Navigating the Surge of AI-infused CX Capabilities - What will be Table Stakes for Contact Centers?

• Key Steps to Success

The Evolution of People, Processes, and Platforms

Personalized and Predictive Services Unlocking Competitive Advantage through Data and AI

Employee Engagement

• Developing Rising Stars
• Improving Employee Retention
• How Can AI Help with Employee Retention?

Call to Action

Appendix

• The Strategic Imperative 8™

Transformational Growth Journey

• Powered by the Growth Pipeline Engine™

Growth Pipeline Engine™

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