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市场调查报告书
商品编码
1660639
客户经验(CX) 转型预测：2025-2026Predictions for CX Transformation, 2025 to 2026 |
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员工敬业度和品牌忠诚度成为焦点
根据Frost & Sullivan于2024年3月发布的《2024年Frost & Sullivan客服中心客户观点调查》显示，提高员工敬业度、品牌股权、客户忠诚度以及实现业务流程自动化是企业在2024年至2026年期间的首要任务。
即使到 2025 年，客户经验(CX) 和员工体验 (EX) 仍将是首要任务。这并不奇怪，因为 Frost & Sullivan 的研究显示，EX 的改善与其对 CX 的直接影响之间存在直接关联，从提高品牌忠诚度到增加收益。从 2025 年开始的不同之处在于，人工智慧和生成人工智慧 (GenAI) 等技术将以更精确、更规范的方式得到利用，以证明商业案例，而不是「把人工智慧技术扔到墙上，看看会黏住什么」。
采用先进的基于人工智慧的员工参与管理 (WEM) 工具的人数正在增加。 69% 的公司认为整合员工敬业度工具是 2025 年的首要业务重点。实施 WEM 技术的首要目标是人才获取和保留、代理商技能提升、改善 CX 和 EX、以及提高品牌知名度和忠诚度。
这些只是影响 2025 年及以后 CX 转型的部分趋势。 Frost & Sullivan 对 2025-2026 年做出了十大预测。
目录
2024 年的关键成长机会
- 策略要务
- 十大成长机会
- 预测 1：顾客满意度 (CSAT) 改善仍处于波动状态：超个人化是关键
- 预测二：员工敬业度将提高顾客忠诚度
- 预测 3：更多地使用人工智慧来改善整个员工旅程
- 预测四：AI太空船返回地球：证明 AI 和 GenAI 的顾客价值
- 预测五：机器人的进化：从虚拟代理到企业级副驾驶
- 预测六：垂直市场创造价值
- 预测七：混合工作/协作将继续大放异彩
- 预测 8：混合云和本地客服中心将继续存在
- 预测九：安全和管治将成为首要关注点
- 预测 10：环境、永续性和管治(ESG) 将继续成为企业关注的重点
- 后续步骤Next steps
- 简称
- 免责声明
Employee Engagement and Brand Loyalty Take Center Stage
Frost & Sullivan's 2024 Frost & Sullivan's Contact Center Customer Perspectives survey, published in March 2024, unveiled that improving employee engagement, brand equity and customer loyalty, and automating business processes remain top priorities in 2024-2026.
Improving the customer experience (CX) and employee experience (EX) are top of mind again in 2025. This is not surprising as Frost & Sullivan research shows a direct correlation between a heightened EX directly impacting CX in ways from increased brand loyalty to revenue production. The difference moving into 2025 and forward is the leveraging of technologies such as AI and generative AI (GenAI) in a more precise and prescriptive way that prove business cases rather than 'throwing AI technology against the wall to see what sticks'.
Adoption of advanced, AI-powered workforce engagement management (WEM) tools are on the rise. 69% of enterprises consider integrating employee engagement tools as a top business priority in 2025. Top goals in adopting WEM technology are attracting and retaining talent, upskilling agents, improving CX and EX, and increasing brand awareness and loyalty.
These are just a few of the trends that are having an impact in CX transformation in 2025 and beyond. In this perspective Frost & Sullivan discusses the top 10 predictions for the 2025-2026 timeframe.
Table of Contents
Top Growth Opportunities for 2024
- Strategic Imperatives
- Top 10 Growth Opportunities
- Prediction 1: Improving Customer Satisfaction (CSAT) is Still in Flux-Hyperpersonalization is Key
- Prediction 2: Employee Engagement Aims to Boost Customer Loyalty
- Prediction 3: Increase in Leveraging AI to Enhance the Entire Employee Journey
- Prediction 4: Coming Back to Earth from the AI Spaceship-Proving AI and GenAI Customer Value
- Prediction 5: Bot Evolution-From Virtual Agents to Enterprise-wide Copilots
- Prediction 6: Creating Value from and for Vertical Markets
- Prediction 7: Hybrid Work/Collaboration Continues to Shine
- Prediction 8: Hybrid Cloud and On-Premises Contact Centers are Here to Stay
- Prediction 9: Security & Governance is a Chief Concern
- Prediction 10: Environment, Sustainability, and Governance (ESG) Remains an Enterprise Focus
- Next Steps
- Acronyms
- Legal Disclaimer
