透過策略創新改善客戶體驗

Elevating Customer Experience through Strategic Innovation

出版日期: 2025年12月15日 | 出版商:

Frost & Sullivan | 英文 11 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

第21屆西部客戶聯絡大會：Frost & Sullivan高層思想交流會的主要收穫

客戶聯絡的未來已經開始。

客戶聯絡產業正處於轉折點。在Frost & Sullivan公司舉辦的第21屆西部客戶聯絡高階主管思想交流會上，一個訊息清楚地表明：人工智慧不僅僅是一種趨勢，更是一項策略要務。然而，關鍵不在於為了採用這項技術而採用它；而是在整個組織內協調人工智慧目標，彌合經營團隊願景與實際情況之間的差距，並利用創新來增強而非取代人類體驗。

本報告深入探討了當今客服中心面臨的最緊迫挑戰和機會。我們探討了心理安全為何是創新的基石，設計思維如何將客戶體驗從被動回應轉變為主動出擊，以及數據驅動的故事講述為何是贏得經營團隊支持的關鍵。此外，我們還介紹了領先品牌正在使用的框架，例如精準客戶體驗模型和JEDI協同創造，這些框架旨在將客服中心從成本中心轉變為成長引擎。

報告也揭示了一些嚴峻的現實：85%的員工因為恐懼和缺乏信任而不敢暢所欲言，IT團隊和顧客體驗團隊之間缺乏協調也持續阻礙轉型。但成功的企業將會是那些能夠促進協作、賦能員工並深思熟慮地整合人工智慧的企業——從後端流程入手，逐步擴展到客戶互動領域。

您將獲得以下方面的實用見解：

如何利用人工智慧提供高度個人化的醫療服務而不犧牲同理心

如何彌合客戶期望與服務交付之間的差距，以提高客戶忠誠度和收入。

如何將分析結果轉化為引人入勝的故事，從而推動變革並獲得經營團隊支持

如何建構整體性的文化，從而促進創新

無論您是客戶體驗負責人、IT負責人或營運主管，這些洞見都將幫助您清晰自信地駕馭人工智慧領域的種種挑戰。那些能夠將技術、同理心和策略協同結合，打造客戶信賴、員工驅動的卓越體驗的組織，將在未來贏得市場。

The customer contact industry is at a turning point. At Frost & Sullivan's 21st Annual Customer Contact West Executive MindXchange, one message rang loud and clear: AI isn't just a trend-it's a strategic imperative. But here's the catch: success isn't about deploying technology for technology's sake. It's about aligning AI goals across the organization, bridging the gap between executive ambition and frontline reality, and using innovation to elevate-not replace-the human experience.

This insight dives deep into the most pressing challenges and opportunities shaping contact centers today. It explores why psychological safety is the foundation for innovation, how design thinking transforms CX from reactive to proactive, and why storytelling with data is the secret weapon for executive buy-in. You'll discover frameworks like the Precision CX Model and J.E.D.I. Co-Creation, which leading brands use to turn contact centers into growth engines rather than cost centers.

The report also uncovers the hard truths: 85% of employees hesitate to speak up due to fear and lack of trust, and misalignment between IT and CX teams continues to derail transformation. Yet, the organizations that succeed are those that embrace collaboration, empower agents, and integrate AI thoughtfully-starting with backend processes and scaling to customer-facing interactions.

Gain actionable insights on how to:

Leverage AI for hyper-personalized care without sacrificing empathy.

Close the gap between customer expectations and service delivery to drive loyalty and revenue.

Turn analytics into compelling stories that inspire change and secure executive support.

Create cultures of inclusion and psychological safety where innovation thrives.

Whether you're a CX leader, IT strategist, or operations executive, this insight will help you navigate the AI storm with clarity and confidence. The future belongs to organizations that combine technology, empathy, and strategic alignment to deliver experiences customers trust and employees champion.