安全性：卓越客户经验的关键

Security: The Key to Customer Experience Excellence

出版日期: 2024年06月24日 | 出版商:

Frost & Sullivan | 英文 62 Pages | 商品交期: 最快1-2个工作天内

价格

简介目录

建立客户信任和忠诚度所需的强大安全措施

儘管公司认识到客户经验(CX) 的重要性，但他们在提供服务方面面临挑战。认识到提供良好的 CX 作为竞争优势的重要性，追求卓越的 CX 是任何组织实现永续业务成长的策略要素。提供卓越的 CX 非常复杂，客户需要更复杂的解决方案，从而推动了对 CX 管理 (CXM)服务供应商的需求。虽然自助服务/人工智慧越来越受欢迎，但即时互动也变得越来越复杂。

随着数位化的不断推进，人们对资料安全和隐私的担忧仍然很高，企业正在增加对安全、合规的CX解决方案的投资。许多行业，包括银行、金融服务和保险 (BFSI) 以及医疗保健，对监管合规性的要求越来越高，并且需要外包商的专业知识。

在最新的客户体验决策者调查中，确保客户信任已成为客户体验的首要任务，凸显了建立品牌知名度和维持忠诚度的重要性。该策略包括确保资料隐私、透明的通讯和一致的服务品质。安全性的提高与信任密切相关，强调需要采取强有力的安全措施来保护客户资料，并透过展示保护客户资讯的承诺来提高客户忠诚度。

为了建立安全且令人满意的客户体验，公司需要在内部和外部培养同理心和信任的文化。同理心和信任对于与客户、员工和合作伙伴建立牢固而持久的关係至关重要。安全与 CX 的融合为 CXM服务供应商带来了各种机会和挑战。 CXM服务供应商可以将自己定位为希望提供安全、无缝和卓越 CX 的客户值得信赖的合作伙伴。将安全性整合到 CXM 中需要不断发展、致力于创新以及持续关注保护客户及其客户的利益。

这份关于卓越客户经验(CX) 的报告揭示了永续业务成长的关键。当公司努力提供卓越的客户体验时，他们面临着双重挑战：应对日益复杂的客户挑战，并应对因自助服务和人工智慧的兴起而日益复杂的即时互动。

我们的研究表明，资料安全和隐私在数位时代至关重要，促使企业投资于安全且合规的 CX 解决方案。随着 BFSI 和医疗保健等行业的监管要求不断提高，专业知识至关重要。我们的 CX 决策者调查发现，确保客户信任是首要任务，强调了对资料隐私、透明度和一致服务品质的需求。

了解强大的安全措施如何不仅保护客户资料，而且透过展示您对保护客户资讯的承诺来提高忠诚度。
了解如何培养同理心和信任的文化，这对于与客户、员工和合作伙伴建立持久的关係至关重要。
了解竞争考察，将 CX 转变为强大的竞争优势。

Organizations recognize the importance of customer experience (CX) but face difficulty in service delivery. Striving for excellence in CX is a strategic component of every organization's sustained business growth as they realize the significance of delivering superior CX as a competitive differentiator. Delivering good CX is complex, with customers demanding more sophisticated solutions and driving demand for CX management (CXM) service providers. While self-service/AI is growing in popularity, it is also making live interactions more complex, so both areas will continue fueling industry growth.

With increasing digitization, huge concerns remain about data security and privacy, prompting businesses to invest more in secure and compliant CX solutions. Regulatory/compliance requirements are increasing in many industries, including banking, financial services, and insurance (BFSI) and healthcare, requiring specialist outsourcer expertise.

In the most recent Frost & Sullivan CX decision-makers survey, ensuring customer trust emerges as the highest CX priority, underscoring the importance of building brand awareness and maintaining loyalty. Strategies could include ensuring data privacy, transparency in communications, and consistent service quality. Closely related to trust, increasing security highlights the need for robust security measures to guard customer data and enhance customer loyalty by demonstrating a commitment to safeguarding their information.

To create a secure and satisfying CX, businesses need to foster a culture of empathy and trust, both internally and externally. Empathy and trust are essential for building strong and lasting relationships with customers, employees, and partners. The confluence between security and CX provides an unusual range of opportunities and challenges for CXM service providers. They can position themselves as trusted partners in their clients' endeavor to deliver secure, seamless, and superior CX. Integrating security into CXM requires continuous evolution, commitment to innovation, and relentless focus on protecting the interests of clients and their customers.

Unlock the key to sustained business growth with our latest research study on Customer Experience (CX) excellence. As organizations strive to deliver superior CX, they face the dual challenge of meeting sophisticated customer demands and navigating the complexities of live interactions fueled by the rise of self-service and AI.

Our study reveals that in the digital age, data security and privacy are paramount, driving businesses to invest in secure and compliant CX solutions. With regulatory requirements intensifying across industries such as BFSI and healthcare, specialized expertise is essential. The Frost & Sullivan CX decision-makers survey highlights that ensuring customer trust is the highest priority, emphasizing the need for data privacy, transparency, and consistent service quality.

Discover how robust security measures not only guard customer data but also enhance loyalty by demonstrating a commitment to safeguarding information.
Learn to foster a culture of empathy and trust, crucial for building lasting relationships with customers, employees, and partners.
Equip your organization with the insights to transform CX into a powerful competitive differentiator.

Strategic Imperatives

Why Is It Increasingly Difficult to Grow?
The Strategic Imperative 8™
The Impact of the Top 3 Strategic Imperatives on Security in Customer Experience (CX)
Growth Opportunities Fuel the Growth Pipeline Engine™

Growth Opportunity Analysis

Introduction
Customer Trends and Expectations in the Digital Age
The Role of Empathy and Trust in Creating a Secure and Satisfying CX
Risks and Threats to CX Solutions
Driving Customer Value with Security
Growth Drivers
Growth Restraints

Insights from Frost & Sullivan Voice of Customer Survey

Ensure Customer Trust, Increase Security: Top CX Priority
Handling Security and Privacy Concerns among Top IT Challenges in Supporting Contact Center
Most Organizations Exhibit Confidence of their Security Capability
Mixed Priorities Regarding Security Budgeting, with Data and Network Security on the Top
Security and Compliance Weighs Heavily in Vendor Selection