European Organizations Aim to Provide Customers with Digital Experience
|出版日期||內容資訊||英文 12 Pages
|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||
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。
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."