客戶觀點的詳細分析 - Frost & Sullivan CX MindXchange的要點，2025年

改善客戶體驗需要所有相關人員（包括客戶）的合作

Frost & Sullivan 邀請了來自零售、金融、醫療保健和汽車等多個行業的眾多頂級終端用戶公司、解決方案供應商和諮詢思想領袖參加此次活動。活動上，與會者進行了熱烈的討論，共用了提升客服中心和座席績效、客戶體驗和營運效率的挑戰和最佳實踐。

以下是公司轉型其 CX 組織時需要考慮的一些關鍵點：

• 創造人物角色並了解每個目標市場的生活方式和目標對於採取高度集中的銷售、行銷和客戶互動方式非常重要。
• 持續整合客戶回饋對於改善客服中心互動、提升品牌股權和高度個人化非常重要。客戶想要的不僅僅是關懷。
• 讓所有員工都致力於客戶體驗和公司目標對於消除孤島和最大限度地減少客戶互動中的摩擦非常重要。

這些主題將透過演講摘要進行探討，並以證據表明，這些主題是客服中心領導者在未來兩年內保持任何行業競爭力的必要考慮因素。此外，還將共用最佳實踐、框架和可操作步驟，為解決方案供應商提供製定有效策略的可行戰術性建議，並為客戶體驗（CX）組織提供更深入的客戶支援洞察。

目錄

介紹

策略要務

未雨綢繆：在當下解決未來消費者關心的問題

GenAI 將重新定義消費者期望

統一願景：建構支持戰術性決策的CX 策略

專家專題研討會 - 做這個，而不是那個：如何使用人工智慧及其影響

共同創造卓越：與客戶夥伴關係創造難忘的體驗

透過統一的資料和分析策略提高 CX 標準

CX Edge：重新定義下一代客戶體驗

CX產業成長機會分析

體驗的4C：協調一致，實現卓越的CX 成果

BREAK 框架：有意識地克服障礙

結論

轉型成長之旅

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Elevating CX Requires Alignment of ALL Stakeholders, Including Customers

Frost & Sullivan hosted a number of top-end-user companies across various industries, including retail, finance, healthcare, and automotive, as well as solution providers and consulting thought leaders. The audience was consistently engaged in highly energized discussions, sharing challenges and best practices to enhance their contact centers and agent performance, customer experience, and operational efficiency.

The following are key takeaways that businesses must consider as they continue transforming their CX organizations:

• Creating personas and understanding the lifestyles and goals of each target market is essential for a hyper-focused approach to sales, marketing, and customer interaction.
• Incorporating customer feedback continually is crucial to improving contact center interactions, brand equity, and hyper-personalization. Customers want more than care; they want to feel connected with a business.
• Aligning all employees on CX and corporate goals is vital to eliminating silos and minimizing friction in customer interactions.

These themes are examined through presentation summaries, supported by evidence demonstrating why they are essential considerations for contact center leaders to take over the next two years to remain competitive in any industry. Best practices, frameworks, and steps that can be taken are also shared, providing solution providers with deeper insight into how to support their customers and CX organizations with tactical advice they can implement to develop effective strategies.

Table of Contents

Introduction

Strategic Imperatives

Future-Proofing Today: Tackling Tomorrow's Consumer Concerns in the Present

GenAI Is Redefining Consumer Expectations

Unified Vision: Building a CX Strategy that Supports Tactical Decision Making

Ask the Experts! Panel Discussion - Do This, Not That: How We're Using AI and How It's Working Out

Co-Creating Excellence: Partnering with Customers to Shape Unforgettable Experience

Raising the CX Bar with a Unified Data and Analytics Strategy

CX Edge: Redefining Customer Experience for the Next Generation

Growth Opportunity Analysis, CX Industry

The 4 C's of Experience: Aligning for Exceptional CX Outcomes

The B.R.E.A.K. Framework: Navigating Obstacles with Intention

The Last Word

Transformational Growth Journey

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