CX 领导者应对客户联繫新时代的颠覆性挑战

Frost & Sullivan 分析师对客户联络 East MindXchange 2025 的观点

第21届年度客户联繫东部高峰会 (Customer Contact East 2025) MindXchange 提供了宝贵的见解，帮助您应对不断变化的客户经验(CX) 格局。今年的关键要点强调了在数位转型、地缘政治动盪和技术颠覆的背景下，回归本源以维持企业核心本质的重要性。这种转变就像搬进新家，它会促使您重新评估自己真正需要什么，以及哪些可以舍弃。

虽然传统原则仍然强大，但五代人已经出现以满足当今多样化客户群的需求，其中 Z 世代是第一代早期深入接触数位科技的一代，占所有世代的 27%。

最终目标是创造令人难忘的体验，让顾客感受到被重视和欣赏，进而提升品牌忠诚度。从平均处理时间等只能带来短期效益的传统关键绩效指标 (KPI) 转向能够理解顾客情绪和未来行为的分析方法，将推动您的业务实现长期成长。

这项活动的一个重要启示是，所有企业都需要协调其员工敬业度、客户体验和品牌忠诚度策略，以便员工了解他们对公司的影响并投入更多精力，从而提高整体业务绩效。

变革正在发生，并且正在加速。客户体验 (CX) 产业必须敏捷、灵活，并且随时准备迎接变革。技术必须与有效的管理技能携手并进。两者缺一不可，企业就无法成功。企业领导者可以做些什么来帮助员工顺利转型？

似乎每个组织都渴望采用人工智慧来实现提升客户体验 (CX)、客户体验 (EX) 和业务体验 (BX) 的目标。然而，仅仅部署人工智慧解决方案并不能保证成功。部署此类解决方案所需的投资差异很大，取决于许多因素，包括复杂程度和培训。正确的执行对于发挥其潜力至关重要。

员工敬业度对企业绩效的重要性已被广泛接受：Frost & Sullivan 的一项研究表明，拥有强大员工敬业度计画的公司拥有更高的代理商留任率和更大的收益成长。

这种竞争考察详细说明了客服中心领导者必须了解的变化的客服中心格局，以保持竞争优势，并为解决方案供应商和 BPO 提供了对最终用户组织面临的挑战、策略和投资决策的说明。

目录

客服中心领导者的策略要务—从 Frost & Sullivan 第 21 届客户联络东部 MindXchange 会议中汲取的经验教训

透过连结员工体验 (EX)、客户经验(CX) 和品牌体验 (BX) 来提高绩效

解决 AI 驱动的 CX 功能激增问题：客服中心的必备条件

• 成功的重要步骤

不断发展的人员、流程和平台

个人化预测服务透过数据和人工智慧建立竞争优势

员工敬业度

• 培养有前途的人才
• 提高员工留任率
• 人工智慧如何帮助留住员工？

行动呼吁

附录

• The Strategic Imperative 8（TM）

转型成长之旅

• 推动成长Growth Pipeline Engine（TM）机会

免责声明

Analyst Perspectives from Frost & Sullivan's 2025 Customer Contact East MindXchange

The 21st Annual Customer Contact East 2025 MindXchange provided valuable insights into navigating the evolving customer experience (CX) landscape. This year's key takeaways emphasize the importance of returning to basics to preserve a company's core essence amid ongoing digital transformation, geopolitical chaos, and technology disruption. Think of this transformation as moving to a new home, prompting a reevaluation of what is truly necessary and what can be left behind.

While traditional principles still hold strong, they have been adapted to meet the needs of today's diverse customer base, consisting of five generations, with 27% being Gen Z, the first generation to have significant, early exposure to digital technologies.

Ultimately, the goal is to create memorable experiences that make customers feel valued and appreciated, improving brand loyalty. The shift from focusing on traditional KPIs, such as average handle times that only benefit companies in the short term, to analytics that enable businesses to understand customer sentiment and future behavior helps businesses to thrive in the long term.

A critical event takeaway is that all businesses must align their employee engagement, CX, and brand loyalty strategies. Hence, employees understand their impact on the company, are more invested in the business, and succeed in improving overall business performance.

Change is happening and accelerating - the CX industry must be agile, flexible, and perpetually ready to embrace change. Technology must go hand in hand with effective management skills; one cannot help a company succeed without the other. What can management do to make transformation easier for its staff?

It seems like every organization is eager to adopt AI to achieve the goals of improving CX, EX, and BX. However, simply having an AI solution is not a guarantee of success. The investment required to implement such a solution varies significantly, influenced by many factors, such as sophistication and training. Proper execution is essential to realize its potential.

The importance of employee engagement in enhancing business performance is widely accepted. A survey conducted by Frost & Sullivan demonstrated that companies with more employee engagement initiatives have higher agent retention rates and greater revenue growth.

This insight provides an in-depth look into what is changing in the contact center environment that contact center leaders must be aware of to stay ahead of the competition. It also gives solution providers and BPOs insight into the challenges, strategies, and investment decisions facing end-user companies.

Table of Contents

Strategic Imperatives for Contact Center LeadersLessons Learned from the 21st Annual Customer Contact East: A Frost & Sullivan Executive MindXchange

Aligning Employee Experience EX, Customer Experience CX, and Brand Experience BX for Enhanced Business Performance

Navigating the Surge of AI-infused CX Capabilities - What will be Table Stakes for Contact Centers?

• Key Steps to Success

The Evolution of People, Processes, and Platforms

Personalized and Predictive Services Unlocking Competitive Advantage through Data and AI

Employee Engagement

• Developing Rising Stars
• Improving Employee Retention
• How Can AI Help with Employee Retention?

Call to Action

Appendix

• The Strategic Imperative 8™

Transformational Growth Journey

• Powered by the Growth Pipeline Engine™

Growth Pipeline Engine™

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