Enterprise Connect 2026 - 從人工智慧能力到課責

Enterprise Connect 2026 - From AI Capability to Accountability

出版日期: 2026年05月13日 | 出版商:

Frost & Sullivan | 英文 12 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

Enterprise Connect 2026 大會重點強調了客戶體驗 (CX) 市場的一個關鍵轉變：人工智慧已從實驗階段發展成為可靠且可操作的資產，能夠帶來可衡量的成果。 Frost & Frost & Sullivan最新發布的年度展望報告「2026-2027 年客戶體驗產業十大策略重點—利用人工智慧的潛力實現未來成長」也預測了這一趨勢。這對供應商和客戶來說都是好消息，因為現在的解決方案的開發和交付方式能夠真正幫助企業整合和最佳化人工智慧與人工客服的運營，並實現流程自動化。

必須認知到，資料中心的快速擴張正在迅速逆轉迄今為止在環境保護方面取得的進展，並對其他面臨勞動力和資源短缺、難以實現成長的行業造成負面影響。有鑑於此，人工智慧應謹慎應用於最合適的場景，而不是那些無法帶來營運、競爭或客戶效益的瑣碎任務。

解決方案供應商必須了解客戶體驗領導者面臨的最大挑戰，並提供能夠快速產生投資回報和可衡量結果的解決方案。此外，為了贏得客戶的信任，他們必須維護安全性、可靠性和消費者信心。買家要求明確人工智慧決策、結果以及故障情況下的責任歸屬。

競爭優勢正向能夠展現可衡量的業務成果和有效介入模式的供應商轉移。重新思考關鍵績效指標 (KPI)、衡量現實世界和人工智慧代理的效能，並確保人工智慧效能得到服務等級協定 (SLA) 的支持，對於成功部署人工智慧至關重要，尤其是在採用基於代理的人工智慧的情況下。成功的解決方案供應商正在加速跨產品組合創新，同時優先考慮投資回報率 (ROI) 的展示，然後再擴大規模，並在整合後保持產品選擇，以確保客戶放心。

這項洞察凸顯了客戶體驗解決方案和服務供應商在未來兩年內應重點關注的成長機會。

Enterprise Connect 2026 emphasized a key shift in the CX market: artificial intelligence has transitioned from being experimental to becoming a reliable, operational asset that delivers measurable outcomes. We anticipated this trend in the latest Frost & Sullivan annual outlook report titled “Top 10 Strategic Imperatives in the CX Industry – 2026 to 2027 – Harnessing AI Potential for Future Growth.” This is positive news for everyone—vendors and customers alike—because solutions are now developed and delivered in ways that genuinely help businesses optimize their combined AI and live-agent operations and automate processes.

It is important to recognize that the rapid expansion of data centers is quickly undoing the environmental progress made so far and harming other industries that face shortages of labor and materials needed for their growth. With this in mind, AI should be carefully applied to the most appropriate use cases, rather than developed for trivial tasks that do not yield operational, competitive, or customer benefits.

Solution providers must understand CX leaders’ biggest challenges and offer solutions that deliver quick ROI and measurable results. Additionally, they must maintain security, reliability, and consumer trust to earn that trust. Buyers are demanding clarity on who owns AI decisions, outcomes, and failure scenarios.

Competitive advantage shifts to vendors who can demonstrate measurable business outcomes and effective intervention models. Rethinking key performance indicators, measuring results of both live and AI agents, and ensuring SLA-backed AI performance will become essential for successful AI implementations, especially those infused with agentic AI. Winning solution providers emphasize ROI proof points before scaling, and reassure customers by maintaining product choice after the merger while accelerating cross-portfolio innovation.

This insight highlights growth opportunities for CX solutions and service providers to focus on over the next two years.