製造業客戶體驗成長機會：2025-2026 年

CX Growth Opportunities in the Manufacturing Industry 2025 to 2026

出版日期: 2026年05月22日 | 出版商:

Frost & Sullivan | 英文 32 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

客服中心在製造業中扮演著至關重要的角色，是製造商與客戶之間的主要溝通管道。投資客服中心能夠幫助製造商改善客戶體驗、建立長期客戶關係並獲得競爭優勢。

客服中心在製造業中扮演著至關重要的角色，是製造商與客戶之間的主要溝通管道。投資客服中心能夠協助製造商提升客戶體驗、建立長期客戶關係並獲得競爭優勢。過去十年，製造業的客服中心環境經歷了顯著的發展和技術進步。積極擁抱這些進步的製造業正在走向成功。透過在客服中心營運中運用雲端技術，製造商獲得了敏捷性、擴充性和成本效益。人工智慧技術的整合提升了自助服務選項、個人化互動和營運效率。對遠端客服中心營運的重視確保了業務永續營運和韌性。此外，增強的全通路支援能力使製造商能夠滿足客戶對無縫互動體驗的期望。

本次調查的主要目的是明確製造企業客服中心環境中互動管道、應用和解決方案的實施計劃，並了解採購趨勢。此外，調查還涉及影響產品選擇的因素，例如成本、功能和供應商聲譽。

我們針對影響製造客服中心採購決策的各種決策者和相關人員（包括執行長、總經理、所有者、高級管理人員和中階管理人員）進行了一項調查，以確保對該行業有全面的了解。

本次調查涵蓋多個國家，包括澳洲/紐西蘭、巴西、法國、印度、墨西哥、菲律賓、阿拉伯聯合大公國、以色列、英國/愛爾蘭和美國/加拿大。

研究目標和調查方法

綜合方法可以提供360度的觀點。
客戶調查目標和調查方法

製造業客服中心的發展環境

影響製造業的關鍵客戶需求
客服中心在製造業中的當前作用
製造業客服中心的主要發展
人工智慧應用展望：2025年至2027年

策略要務

確保業務永續營運是製造業企業的首要任務。
加強安全性和合規性是客戶體驗 (CX) 的首要任務。
選擇客戶體驗解決方案供應商的五個關鍵決定因素

製造業的成長機會

促進因素 1：全通路客戶經驗
促進因素二：高度個人化
促進因素三：生成式人工智慧的應用
主持人 4：即時互動
引導者 5：代理人賦能

調查的主要發現

Frost & Sullivan《2025年客服中心決策者調查》的主要發現

附錄

成長機會驅動Growth Pipeline Engine™
為什麼經濟成長變得越來越困難？
The Strategic Imperative 8 TM

未來計劃

成長機會的益處和影響
未來計劃
附件清單
免責聲明

簡介目錄

Product Code: PL8H-76

Contact centers play a crucial role in the manufacturing sector, serving as the primary interface between the manufacturer and its customers. Manufacturers investing in their contact centers can enhance customer experience, build long-term customer relationships, and gain a competitive advantage. Over the past decade, the contact center landscape within the manufacturing vertical has undergone significant developments and technological advancements. Manufacturing organizations that have embraced these advancements have positioned themselves for success. Manufacturers have gained agility, scalability, and cost-efficiency by leveraging cloud-based technologies in their contact center operations. Integration of AI technologies has improved self-service options, personalized interactions, and operational efficiencies. The focus on remote contact center operations has ensured business continuity and resilience. Furthermore, expanding omnichannel support capabilities has enabled manufacturers to meet customer expectations for seamless interactions.

The primary goals of this study are to determine implementation plans of interaction channels, applications, and solutions in the contact center environment in the Manufacturing industry and to understand purchase trends. It also investigates the factors that influence product selection, such as cost, functionality, and vendor reputation.

A diverse range of decision-makers and purchase decision influencers in Manufacturing contact centers were surveyed, including CXOs, managing directors, owners, senior management, middle management, and others, ensuring a comprehensive understanding of the industry.

This study spans across multiple countries, including Australia/New Zealand, Brazil, France, India, Mexico, the Philippines, the UAE, Israel, the U.K./Ireland, and the U.S./Canada.

Research Objectives and Methodology

An Integrated Approach Provides a 360-Degree Perspective
Research Objectives and Methodology of Customer Survey

Manufacturing Industry Contact Center Growth Environment

Key Customer Demands Impacting the Manufacturing Sector
Role of Contact Centers Today in the Manufacturing Sector
Key Developments in Contact Centers in the Manufacturing Sector
Moving Forward with AI Leverage: 2025 to 2027

Strategic Imperatives

Ensuring Operations Continuity is a Top Business Priority for Manufacturing Companies
Enhancing Security and Compliance a Top CX Priority
Top Five Critical Decision-Making Factors When Selecting a CX Solution Provider