亚太地区客户经验管理服务市场：成长机会（2024 年）

员工体验与颠覆性数位技术推动客户经验投资

不断变化的业务模式和技术创新正在重塑客户经验(CX) 产业。本地传统客服中心和解决方案无法跟上不断变化的客户需求和技术进步。在数位时代，客户期望透过他们喜欢的沟通管道获得高度个人化和持续的客户服务。然而，地缘政治衝突以及通膨和利率上升等挑战使得企业对 IT 投资计画持谨慎态度，而客服中心领导者正在努力提高预算并使 CX 与企业目标保持一致。

组织现在越来越注重跨系统和地理连接端到端 CX 和员工体验 (EX)。数位技术使公司能够获得宝贵的客户和员工见解，同时改善客户和员工体验并加强业务营运。云端、自动化、分析、人工智慧和机器学习技术对于提供更情境化、个人化和无缝的体验至关重要。

本报告分析了驱动和限制客户体验管理服务产业成长的因素，并确定了该产业的变化所带来的机会，可供市场参与者和相关人员利用。本报告中的预测是基于检验客服中心解决方案决策者的年度调查、客户会议以及与世界各地的 CX服务供应商和外包商进行的持续讨论所收集的见解。

目录

客户体验管理服务部门转型：策略挑战

• 为什么成长如此困难？
• The Strategic Imperative 8（TM）
• 三大策略挑战对客户经验管理的影响
• 成长机会推动Growth Pipeline Engine（TM）

成长机会分析

• 成长指标
• 生长促进因子
• 成长抑制因素
• 成长环境
• 不断变化的客户期望
• EX 提高顾客忠诚度
• 引入生成式人工智慧以放大自动化和虚拟代理的优势

成长机会宇宙

• 成长机会 1：全面的 CX 价值提案
• 成长机会 2：透过分析和人工智慧加强 EX
• 成长机会3：超个人化体验

最佳实践评估

FROST RADAR

下一步

Employee Experience and Disruptive Digital Technologies Drive Customer Experience Investments

The customer experience (CX) industry is being reshaped by changing operational models and technological innovations. On-premises legacy contact center systems and solutions cannot keep up with evolving customer needs and advances in technology. Customers in the digital era expect highly personalized and continued customer service across their preferred communication channels. However, challenges due to ongoing geopolitical conflicts and elevated inflation and interest rates are making organizations cautious in their IT investment plans, with contact center leaders struggling to procure budgets and align CX and corporate goals.

Organizations are now increasingly focusing on connecting end-to-end CX and employee experience (EX) across systems and geographies. Digital technologies are enabling businesses to gain valuable customer and employee insights while enriching their experiences and enhancing business operations. Cloud, automation, analytics, AI, and ML technologies are critical to delivering more contextual, personalized, and seamless experiences.

This report analyzes the factors driving and restraining growth in the CX management services industry and identifies the opportunities emerging from the changes in this space for market players and stakeholders to leverage. The predictions in this report are validated through findings from Frost & Sullivan's annual survey of contact center solution decision-makers, meetings with clients, and continual discussions with CX service providers and outsourcers around the globe.

Table of Contents

Transformation in the CX Management Services Sector: Strategic Imperatives

• Why Is It Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top 3 Strategic Imperatives on the Customer Experience Management
• Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

• Growth Metrics
• Growth Drivers
• Growth Restraints
• Growth Environment
• Evolution of Customer Expectations
• EX Boosts Customer Loyalty
• Infusion of Generative AI to Amplify Benefits of Automation and Virtual Agents

Growth Opportunity Universe

• Growth Opportunity 1: Holistic CX Value Proposition
• Growth Opportunity 2: Enhancing EX through Analytics and AI
• Growth Opportunity 3: Hyper-personalized Experiences

Best Practices Recognition

• Best Practices Recognition

Frost Radar

• Frost Radar

Next Steps

• Benefits and Impacts of Growth Opportunities
• Next Steps
• Take the Next Step
• List of Exhibits
• Legal Disclaimer