製造业的 CX 成长机会（2024-2025 年）

CX Growth Opportunities in the Manufacturing Industry 2024 to 2025

出版日期: 2024年12月30日 | 出版商:

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

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简介目录

客户观点

客服中心作为製造商和客户之间的主要接口，在製造业中发挥着至关重要的作用。投资客服中心的製造商可以改善客户体验、建立长期客户关係并获得竞争优势。

在过去的十年中，製造业的客服中心领域取得了重大的发展和技术进步。拥抱这些进步的製造公司正在为成功做好准备。製造商透过利用云端基础的技术来提升其客服中心业务的灵活性、扩充性和成本效益。人工智慧技术的融入，实现了自助服务选项、个人化交互，提升了业务效率。专注于远端客服中心营运可确保业务连续性和弹性。此外，扩大全通路支援能力正在帮助製造商满足客户对无缝互动的期望。

本研究的主要目标是确定实施计划并了解製造业客服中心环境中互动管道、应用程式和解决方案的购买趋势。我们也探讨影响产品选择的因素，例如成本、功能和供应商声誉。

调查的受访者是製造业客服中心决策者和购买决策影响者（总合84 人），包括 CXO、执行董事、所有者、高级管理人员和中阶管理人员，对该行业提供了全面的了解。

该研究涵盖澳大利亚/纽西兰、巴西、德国、印度、墨西哥、菲律宾、英国和美国等多个国家，反映了该行业的全球观点。

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 (total n=84) 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, Germany, India, Mexico, the Philippines, the U.K., and the U.S., reflecting a global perspective on the industry.