 |
市场调查报告书
商品编码
1909991
2025-2026年资讯通讯科技（ICT）产业客户经验（CX）成长机会CX Growth Opportunities in the Information & Communications Technology Industry 2025-2026 |
||||||
客户观点
资讯通信技术（ICT）产业正经历一场意义深远的变革时期，从传统的以硬体和软体为中心的通讯基础设施向基于云端的互联数位生态系统演进。人工智慧（AI）、行动运算、巨量资料分析和物联网（IoT）的进步推动了这一转变，深刻地改变了整个ICT产业，使各种规模的企业都能利用以往只有大型企业才能使用的技术工具。这从根本上改变了企业与客户互动并为其创造价值的方式。
科技革新也对客户经验(CX) 的交付方式产生了影响，使企业能够提供个人化的全通路互动，以满足日益复杂的客户期望。现代资讯通讯技术 (ICT) 基础设施能够收集和分析每个接触点的客户数据，透过预测分析预判客户需求，并透过各种人工智慧工具为客户提供支援。
本研究概述了当前转型状况，揭示了资讯通信技术产业的关键趋势及其对 2026 年客户体验交付的影响。调查于 2025 年 1 月至 3 月期间进行，数据来自 127 位受访者。
主要研究结果包括：
改善客户经验(CX) 是 ICT 产业的首要任务，其次是确保业务永续营运以及改善和利用创新。
随着生成式人工智慧 (GenAI) 从试点阶段过渡到客服中心环境中的运作，其应用正在加速发展，69% 的 ICT 公司已经部署或试用该技术，另有 24% 的公司计划在未来 12 个月内部署该技术。
全通路整合仍然是资讯通信技术客服中心的优先事项，但係统整合和成本等挑战仍然存在。
目录
调查目标和调查方法
- 透过综合方法提供360度全方位观点
- 客户调查的研究目标和调查方法
- 受访者概况
主要发现
- 主要发现
影响客户体验的ICT产业趋势
- 影响企业和中小企业客户体验的ICT产业趋势
- 影响客户体验的ICT产业趋势 - 消费者
- 2025-2026年资讯通信技术产业客户体验的关键影响因素
客户体验优先事项与关键决策驱动因素
- 客户体验策略要务加速推进
- 无缝的全通路体验是卓越客户体验的基础。
- 语音仍然是任何全通路策略的基石。
- 虚拟代理的发展势头需要进一步的人工智慧投资。
- 电子邮件/网页表单仍然是核心功能，并且非常适合自动化。
- 系统整合不足是人工智慧发展的一个隐形障碍。
- CRM整合之路
人工智慧对客服人员优化和客户体验绩效的益处
- GenAI 的应用扩展到多个发展路径
- 人工智慧投资有助于从效率转向智能
- 代理商队伍转型正在进行中。
- 资讯通信技术产业是客户体验人工智慧创新的试验场。
- 供应商分散和资讯孤岛凸显了全通路挑战
- 透过高度个人化改善客户体验
- 以人工智慧为先导的通讯并未引起共鸣
前进的道路
- 前进的道路
附录
- 成长机会驱动Growth Pipeline Engine（TM）™
- 为什么成长变得越来越困难
- The Strategic Imperative 8（TM）
下一步
- 成长机会的益处和影响
- 下一步
- 材料清单
- 免责声明
Customer Perspectives
The information and communications technology (ICT) industry is undergoing an important transformation, evolving from traditional hardware- & software-centric, and communications infrastructure to cloud-based, interconnected digital ecosystems. This shift has been driven by advances in artificial intelligence (AI), mobile computing, big data analytics, and the Internet of Things (IoT), which have collectively transformed the ICT industry, allowing businesses of all sizes to leverage technology tools that were once available only to large enterprises, fundamentally reshaping how companies engage with their customers and deliver value.
This technological evolution has impacted customer experience (CX) delivery, enabling organizations to provide personalized, omnichannel interactions that meet increasingly sophisticated customer expectations. Modern ICT infrastructure allows companies to gather and analyze customer data across touchpoints, anticipate needs through predictive analytics, and support customers through an increasing array of AI-powered tools.
This global research offers a current snapshot of this transformation, highlighting important ICT industry trends and their impact on CX delivery through 2026. A survey was conducted in from January to March 2025 and includes data from 127 respondents.
Key findings include:
Enhancing customer experience (CX) is the number one business priority for the ICT industry, followed by ensuring business continuity and improving and leveraging innovation.
GenAI adoption is accelerating as the technology moves beyond pilots into production in contact center environments, with 69% of ICT organizations using or trialing it. An additional 24% intend to adopt GenAI in the next year.
Omnichannel integration continues to be a priority with ICT contact centers, but challenges, including system integration and cost remain.
Table of Contents
Research Objectives and Methodology
- An Integrated Approach Provides a 360-Degree Perspective
- Research Objectives and Methodology of Customer Survey
- Respondent Profile
Key Findings
- Key Findings
ICT Industry Trends Impacting CX
- ITC Industry Trends Impacting CX - Enterprise & SMB
- ITC Industry Trends Impacting CX - Consumer
- Top CX Implications for ITC Industry, 2025 to 2026
CX Priorities & Critical Decision-Making Factors
- The Strategic Imperative of CX is Gaining Momentum
- A Seamless Omnichannel Experience is the Foundation for Great CX
- Voice Remains the Backbone of Any Omnichannel Strategy
- Virtual Agent Momentum Necessitates Additional AI Investment
- Email/web Forms Remain Central and Ripe for Automation
- Lack of Systems Integrations is a Hidden Tax on AI Momentum
- On the Path to CRM Integration
Benefits of AI Infusion for Agent Optimization and CX Performance
- GenAI Adoption Grows with Multiple Development Paths
- AI Investments Support a Shift from Efficiency to Intelligence
- Agent Workforce Transformation is Underway
- ICT Industry as the Proving Ground for CX AI Innovation
- Vendor Fragmentation and Silos Highlight Omnichannel Challenges
- Improving the Customer Journey with Hyper-personalization
- AI-First Messaging is Not Resonating
The Path Forward
- The Path Forward
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
新加坡资讯通信技术：市场份额分析、产业趋势与统计、成长预测（2026-2031）泰国资讯通信技术：市场占有率分析、产业趋势与统计、成长预测（2026-2031）越南资讯通信技术：市场占有率分析、产业趋势与统计、成长预测（2026-2031年）义大利资讯通信技术市场：市场份额分析、行业趋势和统计数据、成长预测（2026-2031 年）印度资讯通信技术：市场份额分析、产业趋势与统计、成长预测（2026-2031）菲律宾资讯通信技术市场：市场份额分析、行业趋势与统计、成长预测（2026-2031年）
零售业先进资讯与通讯解决方案的成长机会医疗保健产业先进资讯与通讯解决方案的成长机会
2025-2033年日本ICT市场支出（设备、软体、IT服务、资料中心系统、通讯）、科技（物联网、大数据、云端运算、内容管理、安全）及地区报告
NTN和D2C商业模式的演变