表紙
市場調查報告書
商品編碼
1071859

CX投資預測:2022年

CX Investment Predictions for 2022

出版日期: | 出版商: Frost & Sullivan | 英文 52 Pages | 商品交期: 最快1-2個工作天內

價格
  • 全貌
  • 簡介
  • 目錄
簡介

提高員工敬業度首次從公司目標的底部上升到第四位。公司現在正在重新考慮他們的文化和技術投資策略。社交服務和自助服務也是快速增長的渠道,企業對自助服務渠道的滿意度很高。

本報告研究和分析全球 CX 投資預測,並提供有關戰略要求、客戶體驗投資趨勢、聯絡中心指標和 CX 增長機會的信息。

目錄

戰略要求

  • 增長機會推動增長管道引擎 (TM)
  • 為什麼增長變得越來越困難?
  • 戰略要點 8 (TM)

調查目的及調查方法

  • 調查目的和方法
  • 應用程序
  • 受訪者的個人資料
  • 調查方法

主要發現

  • 主要調查結果

2022 年企業目標

  • 主要業務目標
  • 阻礙公司實現公司目標的主要因素
  • 是什麼讓面向客戶的員工感到高興?
  • 關鍵員工參與計劃
  • IT/通信問題
  • 公司如何衡量數字化轉型的成功與否
  • 如何使用 IT 解決方案
  • IT/通信投資計劃
  • 雲趨勢和挑戰
  • COVID-19 對數字化轉型戰略的影響

客戶體驗的投資趨勢

  • 互動渠道投資計劃
  • CX技術投資
  • CX解決方案集成環境設置
  • AI導入計劃
  • 分析投資計劃
  • 全球 5 大 CX 優先事項:2022 年
  • 用於評估 CX 成功的指標
  • 阻礙客戶體驗組織實現公司目標的 5 大因素
  • 推動全球 CX 投資的因素:2022 年
  • 全渠道功能
  • 統一通信協作 (UCC) 和 CX 解決方案集成
  • 遠程工作人員安全和合規措施
  • 營銷自動化解決方案的三大功能
  • CX 解決方案採購決策者

聯絡中心索引

  • 聯絡中心指數趨勢
  • 自助服務和語音渠道滿意度
  • 阻礙公司實現其企業目標的因素

CX 增長機會

  • 2022 年全球客戶體驗增長機會

附錄

  • 圖表列表
  • 免責聲明
目錄
Product Code: K722-76

Employee Engagement Elevated as a Business Priority

In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasingly difficult as the world accelerates towards digital channels.

For the first time in over ten years of running this survey, improving employee engagement moved from the bottom of top company objectives to number 4. It took a pandemic for companies to understand the value of employee satisfaction and retention. Unclear roles, substantial absences that created more tasks for employees who came into work, and uncertainty about job security created significant barriers to achieving corporate goals. Companies are now rethinking their corporate culture and technology investment strategies.

Social and self-service are fast-growing channels. The pandemic forced non-digitally native people to move towards these methods of communicating with companies when they could not reach agents for hours or get quick email responses. Companies are highly satisfied with the self-service channel.

The top concern for IT is dealing with security concerns. The rise in remote employees exacerbated this issue. With everyone working or learning from home, IT departments struggled to ensure sufficient bandwidth, provide access to data and applications, enable privacy, onboard and train employees, and handle problem tickets.

Analytics and CX are the top solutions in place today. With the enormous amount of data available today from many sources, it must be mined, organized, pertinent, and customized to provide customers with positive experiences.

The primary goals of this research are to:

  • Understand the impact of COVID-19 on contact centers
  • Understand challenges organizations face today
  • Monitor the status of digital transformation
  • Assess the current and future use of contact center solutions
  • Evaluate factors that drive investments in contact center solutions
  • Gauge market and technology trends
  • Appraise available IT budgets
  • Measure perceptions by vertical industry
  • Discover opportunities in different regions

Vertical industries covered:

  • Agriculture / Food & Beverages
  • Banking/Finance/Insurance
  • Construction
  • Education
  • Energy & Utilities
  • Government
  • Healthcare
  • High Tech
  • Manufacturing
  • Retail & Wholesale
  • Transportation & Storage
  • Travel & Hospitality
  • Professional Services

Investments predicted for the following channels:

  • Voice
  • Chat with live agent
  • Video chat, video teller/kiosk
  • Self-service (ex., conversational AI, chat bots, IVR)
  • Social media (ex., Twitter, Facebook)
  • Social media messaging apps (ex., Facebook Messenger, WhatsApp, WeChat)
  • SMS
  • Mobile app
  • Email/web form

Investments measured for the following technologies:

  • Virtual agents
  • Natural language processing
  • Speech recognition
  • Computer vision, Image recognition
  • Face recognition
  • Emotion recognition
  • Sentiment analytics
  • Robotic process automation

Investments predicted for the following applications:

  • Conversational AI and self-service to offload and support agents Proactive customer care
    • eLearning for agents
    • Unified communications
    • Performance management
    • Quality management
    • Gamification
  • Flexible APIs/CPaaS to integrate third-party capabilities into the customer experience
    • Videoconferencing
    • Voice of customer
    • Voice of employee
    • Customer journey analytics
    • Marketing analytics
    • Sales analytics
    • Social media analytics

Table of Contents

Strategic Imperatives

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

Research Objectives and Methodology

  • Research Objectives and Methodology
  • Applications
  • Respondent Profile
  • Research Methodology

Key Findings

  • Key Finding

2022 Corporate Goals

  • Top Business Goals
  • Top Factors Preventing Companies from Meeting Corporate Objectives
  • What Makes Customer-Facing Employees Happy?
  • Top Employee Engagement Initiatives
  • IT/Telecom Challenges
  • How Companies are Measuring their Digital Transformation Success
  • IT Solution Usage
  • IT/Telecom Investment Plans
  • Cloud Trends and Challenges
  • Impact of COVID-19 on Digital Transformation Strategy

Customer Experience Investment Trends

  • Interaction Channel Investment Plans
  • CX Technology Investments
  • Integration Preferences for CX Solutions
  • AI Deployment Plans
  • Analytics Investment Plans
  • Top Five CX Priorities-Global, 2022
  • Metrics Used to Evaluate CX Success
  • Top Five Factors Preventing CX Organizations from Meeting Corporate Objectives
  • Factors Driving CX Investments-Global, 2022
  • Omnichannel Capabilities
  • Integration of Unified Communications & Collaboration (UCC) with CX Solutions
  • Security and Compliance Measures for Remote Workers
  • Top 3 Features in Marketing Automation Solutions
  • Purchase Decision Making Factors for CX Solutions

Contact Center Metrics

  • Contact Center Metric Trends
  • Satisfaction Levels of Self-Service and Voice Channels
  • Factors Preventing Companies from Meeting Corporate Objectives

CX Growth Opportunities

  • CX Growth Opportunities, Global, 2022

Appendix

  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • Legal Disclaimer