CX对製造业的投资（2022）

改善客户体验 (CX) 连续第三年成为公司的首要目标，紧随其后的是提高商标价值。随着世界迅速转向数字渠道并且保持品牌忠诚度变得更加复杂，客户关係是 2022 年製造商的首要考虑因素。

製造业预计将大力投资于分析，尤其是为客户旅程和客户声音 (VOC) 提供可操作数据的解决方案。今天从许多来源获得的大量数据必须进行集成、挖掘、组织、定制和定制，以便为您的客户提供个性化和积极的体验。

本研究的主要目标是：

• 了解 COVID-19 对联络中心的影响
• 了解您的组织面临的挑战
• 了解数字化转型的现状
• 评估联络中心解决方案的当前和未来使用情况
• 评估推动联络中心解决方案投资的因素
• 了解市场和技术趋势
• 评估可用的 IT 预算
• 按行业衡量的认可度
• 按地区发现商机

本报告考察了 CX 对製造业的投资，并探讨了 CX 解决方案提供商和製造商的增长机会，这些解决方案提供商和製造商已经经受住了与大流行和快速转向数字渠道相关的挑战。

内容

研究目的和研究方法

• 调查目的和调查方法
• 应用
• 调查方法

主要发现

• 製造业中的 CX 战略要点

製造业 CXO 的关键要点（2022 年）

• 业务目标以客户为中心
• 人的问题：客户和员工抵制变革。难以维护的专家资源。
• 远程工作人员日益关注的安全问题
• 备受瞩目的 CX：降低成本仍然是首要考虑因素

增长机会

• 增长机会 1：投资自助服务工具和实时聊天
• 增长机会 2：将 AI 应用从机器人扩展到图像识别
• 增长机会 3：提供个性化客户体验，同时通过分析控製成本
• 增长机会 4：人工智能实现自动化
• 增长机会 5：利用全渠道功能提高客户保留率
• 增长机会 6：回归基础

结论

• 结论

附录

• 增长机会推动增长管道引擎 (TM)
• 为什么成长越来越难？
• 战略要务 8 (TM)
• 图表列表
• 免责声明

Acceleration to Hybrid, Flexible, and Highly Secure Models

Improving customer experience (CX) ranks as the top corporate objective for the third year, followed closely by improving brand equity. Customer relationships are top of mind for manufacturers in 2022 as maintaining brand loyalty becomes increasingly complex, with the world quickly moving to digital channels.

Companies are shifting from remote work that began with the pandemic to hybrid models that will include a mix of work-from-home, on-site, and flexible options. The cloud offers flexibility and quick access to the latest technology features. Investments in workforce management and engagement tools are crucial to ensuring high performance.

Manufacturers will invest heavily in analytics, especially solutions providing actionable data for customer journeys and the voice of the customer(VOC). With the enormous amount of data available today from many sources, it must be integrated, mined, organized, pertinent, and customized to provide customers with personalized and positive experiences.

IT investments over the next year will be customer-centric. While most other industries rated "attracting and retaining talent" as a priority, manufacturing companies continue to consider it an unimportant goal. Manufacturing companies tend to deal with business-to-business customer interactions, limiting their view of end-customer expectations. However, there is a trend towards direct selling to consumers from manufacturers, requiring investments in customer-facing technology to support them.

The primary goals of this research are to:

• Understand the impact of COVID-19 on contact centers

• Understand the challenges organizations face today

• Monitor the status of digital transformation

• Assess the current and future use of contact center solutions

• Evaluate factors that drive investments in contact center solutions

• Gauge market and technology trends

• Appraise available IT budgets

• Measure perceptions by vertical industry

• Discover opportunities in different regions

This study examines the growth opportunities for CX solution providers and the manufacturing industry that emerged from pandemic-related challenges and the rapid move towards digital channels that compel manufacturers to invest in CX solutions that will help them stay with or beat the competition.

Table of Contents

Research Objectives and Methodology

• Research Objectives and Methodology
• Applications
• Research Methodology

Key Findings

• Strategic CX Imperatives in Manufacturing

2022 Top Takeaways for Manufacturing CXOs

• Business Goals are Customer-Centric
• People Issues-Customers and Employees Resistant to Change; Expert Resources Tough to Retain
• Security Concerns Intensify with Remote Workers
• CX is in the Spotlight-Reducing Costs Still a Top Concern

Growth Opportunities

• Growth Opportunity 1: Invest in Self-Service Tools and Live Chats
• Growth Opportunity 2: Expanding the Use of AI Beyond Bots to Image Recognition
• Growth Opportunity 3: Delivered Personalized CX While Managing Costs with Analytics
• Growth Opportunity 4: Automation with AI
• Growth Opportunity 5: Omnichannel Capabilities Improve Customer Retention
• Growth Opportunity 6: Back to Basics

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™
• List of Exhibits
• Legal Disclaimer