客服中心目标与投资计画（2025-2027）

客户观点

近年来，企业越来越重视员工敬业度和品牌忠诚度，而非客户经验(CX)，将其视为成功的首要驱动力。然而，未来两年，提升客户体验 (CX) 将再次成为重中之重，其次是确保业务永续营运连续性以及优化业务效率和生产力。随着人工智慧 (AI) 增强自助服务能力，更好地服务客户，对虚拟客服的投资正在加速成长。

该调查探讨了客服中心解决方案决策者在各种客服中心和 CX 解决方案中的投资重点，了解了互动趋势，评估了 CSAT 分数，并确定了实施 AI 的好处和挑战。

该调查以线上调查的形式，涵盖各大行业、企业规模和地区。

受访者居住地区：北美、拉丁美洲、欧洲、亚太地区和中东。

调查涵盖以下行业：IT/通讯、银行/金融/保险 (BFSI)、医疗保健、零售、製造、旅游/酒店、CC 外包商和政府。

这些发现将有助于解决方案供应商评估哪些技术最能支援他们的客户，同时也能够在企业和客服中心环境中与竞争对手进行比较。

目录

客服中心目标与投资计画（2025-2027）

调查目标和调查方法

• 调查目标和调查方法
• 受访者概况

主要发现

• CX投资趋势的重大变化（2024-2025年）

企业目标

• 您最重要的业务目标是什么？
• CX 领导者面临的最大挑战是什么？

投资计画：通路与解决方案

• 自 2024 年以来，通路支援发生了哪些变化？
• 公司如何才能实现其 CX 高度个人化？
• CX 领导者将投资哪些客服中心解决方案？
• 企业是否正在将其客服中心解决方案迁移到云端？
• 云端采用情况在不同地区有何差异？
• 公司如何选择 CX解决方案供应商？
• 哪种类型的代理桌面介面是首选？
• 客服中心面临的整合挑战和优先事项是什么？
• 公司如何做出 CX 解决方案购买决策？
• 外包趋势
• 人工智慧如何使客服中心受益？

代理商趋势

• 客服中心是否会减少其代理人员？
• 这项研究发现了哪些有价值的关联性？
• 公司希望如何支付 CX 解决方案的费用？
• 员工 NPS（按公司为支援其座席而实施的系统解决方案数量）

结论

• 结论

附录

• 支援Growth Pipeline Engine（TM）机会
• 为何成长变得越来越困难？
• The Strategic Imperative 8（TM）

后续步骤Next steps

• 成长机会的益处和影响
• 后续步骤Next steps
• 附表
• 免责声明

A Customer Perspective

In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivity. Investments in virtual agents are accelerating as AI enhances self-service capabilities to better serve customers.

This study explores contact center solution decision makers' investment priorities for a wide variety of contact center and CX solutions, discovers interaction trends, evaluates CSAT scores, and identifies the benefits and challenges of AI implementation.

The survey was conducted across major verticals, business sizes, and regions via an online survey.

Respondents were located in the following regions: - North America - Latin America - Europe - Asia Pacific - Middle East

The verticals we focused on included: IT/Communications - Banking/Finance/Insurance (BFSI) - Healthcare - Retail - Manufacturing - Travel and Hospitality - CC Outsourcers - Public Administration

The findings from this study will help solution providers evaluate which technologies best support their customers, while enabling businesses and contact center environments to benchmark against competitors.

Table of Contents

Contact Center Objectives and Investment Plans, 2025 to 2027 KB53-

Research Objectives and Methodology

• Research Objectives and Methodology
• Respondent Profile

Key Findings

• Key Changes in CX Investment Trends 2024 to 2025

Company Objectives

• What are the top business objectives?
• What is top of mind for CX leaders?

Investment Plans-Channels and Solutions

• How has channel support changed since 2024?
• How will businesses hyper-personalize CX?
• Which contact center solutions will CX leaders invest in?
• Are businesses moving their contact center solutions to the cloud?
• How does cloud adoption differ by region?
• How do Businesses Select a CX Solution Provider?
• Which type of agent desktop interface is preferred?
• What are the top integration challenges and preferences for contact centers?
• How are Businesses Making their CX Solution Purchase Decisions?
• Outsourcing Trends
• Where is AI proving to be beneficial for contact centers?

Agent Trends

• Are contact centers reducing the agent workforce?
• What are some valuable correlations found in the survey?
• How do businesses want to pay for CX solutions?
• Employee NPS by Number of System Solutions that Businesses Deploy to Support Agents

The Last Word

• The Last Word

Appendix

• Growth Opportunities Fuel the Growth Pipeline Engine™
• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™

Next Steps

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