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市場調查報告書

以提供客戶數位體驗為目標的歐洲企業

European Organizations Aim to Provide Customers with Digital Experience

出版商 IDC 商品編碼 316138
出版日期 內容資訊 英文 12 Pages
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以提供客戶數位體驗為目標的歐洲企業 European Organizations Aim to Provide Customers with Digital Experience
出版日期: 2014年10月01日 內容資訊: 英文 12 Pages
簡介

本報告依據IDC的「2014 European Customer Experience IT Survey(歐洲的客戶經驗IT調查) 」的結果,提供企業的客戶經驗管理相關課題、與客戶的通訊途徑、成功因素、未來的計劃、相關技術趨勢、相關IT解決方案的買主及供應商的建議等彙整資料。

IDC的見解

調查概要

概況

  • 處理客戶諮詢:最難的部分
  • 網站:最重要的通訊途徑

未來展望

  • 員工最重要的成功因素
  • 投資客戶經驗的歐洲各企業
  • 具改變客戶經驗潛力的行動技術

重要建議

  • 對客戶經驗IT的買主的建議
  • 對客戶經驗IT的供應商的建議

參考資料

  • 調查對象的結構
  • 相關調查
  • 摘要
目錄
Product Code: LC10W

This IDC study presents findings from IDC's 2014 European Customer Experience IT Survey and looks specifically at challenges, communication channels, success factors, future plans, and technologies related to customer experience management. IDC also provides actionable guidance for buyers and vendors of CXIT solutions.

"European organizations are investing in digital customer experience and focusing mainly on web-based customer self-service. However, these services are being developed for both traditional PC devices and mobile devices," said Bo Lykkegaard, research director, IDC European Enterprise Applications. "The survey showed that the journey to improve customer experience in complex, multichannel world varies dramatically from one industry to the next. Government organizations see significant opportunities in single-point-of-contact (SPOC) call centers, whereas the transportation sector concentrates overwhelmingly on mobile customer self-service. Vendors must devise deep and industry-specific value propositions for CX solutions."

Table of Contents

IDC Opinion

In This Study

  • Methodology

Situation Overview

  • Dealing with Customer Inquiries Is the Hardest Part
  • The Web Is the Top Customer Communication Channel

Future Outlook

  • The Workforce Is the Top Success Factor
  • European Organizations Are Investing in Digital Customer Experience
  • Mobile Technologies Have the Biggest Potential to Transform CX

Essential Guidance

  • Advice for CXIT Buyers
  • Advice for CXIT Suppliers

Learn More

  • Survey Demographics
  • Related Research
  • Synopsis

List of Figures

  • Figure: Top CX Challenges
  • Figure: Top Customer Communication Channels
  • Figure: Top Customer Experience Success Factors
  • Figure: Top Customer Experience Initiatives for 2014
  • Figure: New Technologies Transforming Customer Experience
  • Figure: Respondents by Job Title
  • Figure: Respondents by Country
  • Figure: Respondents by Industry
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