客服中心目標與投資計畫（2025-2027）

客戶觀點

近年來，企業越來越重視員工敬業度和品牌忠誠度，而非客戶經驗（CX），將其視為成功的首要驅動力。然而，未來兩年，提升客戶體驗（CX）將再次成為最優先課題，其次是確保業務永續營運連續性以及最佳化業務效率和生產力。隨著人工智慧（AI）增強自助服務能力，更佳服務客戶，對虛擬客服的投資加速成長。

該調查探討了客服中心解決方案決策者在各種客服中心和 CX 解決方案中的投資重點，了解了互動趨勢，評估了 CSAT 分數，並確定了實施 AI 的好處和挑戰。

該調查以線上調查的形式，涵蓋各大行業、企業規模和地區。

受訪者居住地區：北美、拉丁美洲、歐洲、亞太地區和中東。

調查涵蓋以下行業：IT/通訊、銀行/金融/保險（BFSI）、醫療保健、零售、製造、旅遊/飯店、CC 外包商和政府。

這些發現將有助於解決方案供應商評估哪些技術最能支援他們的客戶，同時也能夠在企業和客服中心環境中與競爭對手進行比較。

目錄

客服中心目標與投資計畫（2025-2027）

調查目標和調查方法

• 調查目標和調查方法
• 受訪者概況

主要調查結果

• CX投資趨勢的重大變化（2024-2025年）

企業目標

• 最重要的業務目標是什麼？
• CX 領導者面臨的最大挑戰是什麼？

投資計畫：通路與解決方案

• 自2024年以來，通路支援發生了哪些變化？
• 公司如何才能實現其 CX 高度個人化？
• CX 領導者將投資哪些客服中心解決方案？
• 企業是否將其客服中心解決方案遷移到雲端？
• 雲端採用情況在不同地區有何差異？
• 公司如何選擇 CX解決方案供應商？
• 哪種類型的代理桌面介面是首選？
• 客服中心面臨的整合挑戰和優先事項是什麼？
• 公司如何做出 CX 解決方案購買決策？
• 外包趨勢
• 人工智慧如何使客服中心受益？

代理商趨勢

• 客服中心是否會減少其代理人員？
• 這項研究發現了哪些有價值的關聯性？
• 公司希望如何支付 CX 解決方案的費用？
• 員工 NPS（依公司為支援其座席而實施的系統解決方案數量）

結論

• 結論

附錄

• 支援Growth Pipeline Engine（TM）機會
• 為何成長變得越來越困難？
• The Strategic Imperative 8（TM）

後續步驟Next steps

• 成長機會的益處和影響
• 後續步驟Next steps
• 附表
• 免責聲明

A Customer Perspective

In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivity. Investments in virtual agents are accelerating as AI enhances self-service capabilities to better serve customers.

This study explores contact center solution decision makers' investment priorities for a wide variety of contact center and CX solutions, discovers interaction trends, evaluates CSAT scores, and identifies the benefits and challenges of AI implementation.

The survey was conducted across major verticals, business sizes, and regions via an online survey.

Respondents were located in the following regions: - North America - Latin America - Europe - Asia Pacific - Middle East

The verticals we focused on included: IT/Communications - Banking/Finance/Insurance (BFSI) - Healthcare - Retail - Manufacturing - Travel and Hospitality - CC Outsourcers - Public Administration

The findings from this study will help solution providers evaluate which technologies best support their customers, while enabling businesses and contact center environments to benchmark against competitors.

Table of Contents

Contact Center Objectives and Investment Plans, 2025 to 2027 KB53-

Research Objectives and Methodology

• Research Objectives and Methodology
• Respondent Profile

Key Findings

• Key Changes in CX Investment Trends 2024 to 2025

Company Objectives

• What are the top business objectives?
• What is top of mind for CX leaders?

Investment Plans-Channels and Solutions

• How has channel support changed since 2024?
• How will businesses hyper-personalize CX?
• Which contact center solutions will CX leaders invest in?
• Are businesses moving their contact center solutions to the cloud?
• How does cloud adoption differ by region?
• How do Businesses Select a CX Solution Provider?
• Which type of agent desktop interface is preferred?
• What are the top integration challenges and preferences for contact centers?
• How are Businesses Making their CX Solution Purchase Decisions?
• Outsourcing Trends
• Where is AI proving to be beneficial for contact centers?

Agent Trends

• Are contact centers reducing the agent workforce?
• What are some valuable correlations found in the survey?
• How do businesses want to pay for CX solutions?
• Employee NPS by Number of System Solutions that Businesses Deploy to Support Agents

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™

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• List of Exhibits
• Legal Disclaimer