深入探讨客户观点－Frost & Sullivan CX MindXchange 要点，2025 年

改善客户体验需要所有相关人员（包括客户）的合作

Frost & Sullivan 邀请了来自零售、金融、医疗保健和汽车等多个行业的众多顶级终端用户公司、解决方案供应商和咨询思想领袖参加此次活动。活动上，与会者进行了热烈的讨论，共用了提升客服中心和座席绩效、客户体验和营运效率的挑战和最佳实践。

以下是公司转型其 CX 组织时需要考虑的一些关键点：

• 创造人物角色并了解每个目标市场的生活方式和目标对于采取高度集中的销售、行销和客户互动方式至关重要。
• 持续整合客户回馈对于改善客服中心互动、提升品牌股权和高度个人化至关重要。客户想要的不仅仅是关怀。
• 让所有员工都专注于客户体验和公司目标对于消除孤岛和最大限度地减少客户互动中的摩擦至关重要。

这些主题将透过演讲摘要进行探讨，并以证据表明，这些主题是客服中心领导者在未来两年内保持任何行业竞争力的必要考虑因素。此外，还将共用最佳实践、框架和可操作步骤，为解决方案供应商提供製定有效策略的可行战术性建议，并为客户体验 (CX) 组织提供更深入的客户支援洞察。

目录

介绍

策略要务

连结今天与未来。立即解决明天消费者的担忧。

GenAI 将重新定义消费者期望

统一愿景：建构支持战术性决策的 CX 策略

专家专题研讨会——做这个，而不是那个：如何使用人工智慧及其影响

共同创造卓越：与客户伙伴关係创造难忘的体验

透过统一的数据和分析策略提高 CX 标准

CX Edge：重新定义下一代客户体验

CX产业成长机会分析

体验的 4C：协调一致，实现卓越的 CX 成果

BREAK 框架：有意识地克服障碍

结论

转型成长之旅

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Elevating CX Requires Alignment of ALL Stakeholders, Including Customers

Frost & Sullivan hosted a number of top-end-user companies across various industries, including retail, finance, healthcare, and automotive, as well as solution providers and consulting thought leaders. The audience was consistently engaged in highly energized discussions, sharing challenges and best practices to enhance their contact centers and agent performance, customer experience, and operational efficiency.

The following are key takeaways that businesses must consider as they continue transforming their CX organizations:

• Creating personas and understanding the lifestyles and goals of each target market is essential for a hyper-focused approach to sales, marketing, and customer interaction.
• Incorporating customer feedback continually is crucial to improving contact center interactions, brand equity, and hyper-personalization. Customers want more than care; they want to feel connected with a business.
• Aligning all employees on CX and corporate goals is vital to eliminating silos and minimizing friction in customer interactions.

These themes are examined through presentation summaries, supported by evidence demonstrating why they are essential considerations for contact center leaders to take over the next two years to remain competitive in any industry. Best practices, frameworks, and steps that can be taken are also shared, providing solution providers with deeper insight into how to support their customers and CX organizations with tactical advice they can implement to develop effective strategies.

Table of Contents

Introduction

Strategic Imperatives

Future-Proofing Today: Tackling Tomorrow's Consumer Concerns in the Present

GenAI Is Redefining Consumer Expectations

Unified Vision: Building a CX Strategy that Supports Tactical Decision Making

Ask the Experts! Panel Discussion - Do This, Not That: How We're Using AI and How It's Working Out

Co-Creating Excellence: Partnering with Customers to Shape Unforgettable Experience

Raising the CX Bar with a Unified Data and Analytics Strategy

CX Edge: Redefining Customer Experience for the Next Generation

Growth Opportunity Analysis, CX Industry

The 4 C's of Experience: Aligning for Exceptional CX Outcomes

The B.R.E.A.K. Framework: Navigating Obstacles with Intention

The Last Word

Transformational Growth Journey

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