市場調查報告書
商品編碼
974197

客戶體驗 (CX) 服務供應商應採取接下來的步驟

Where Next for CX Services Providers

出版日期: | 出版商: IDC | 英文 12 Pages | 訂單完成後即時交付

價格
  • 全貌
  • 簡介
  • 目錄
簡介

2020年對於客戶體驗 (CX) 服務的客戶和供應商雙方來說是發生巨大變化的一年。即使取消遠程工作並返回辦公室,一旦發生變化就不會回復了。在供應商方面,在了解客戶的人際關係和文化背景之後,需要以行動為導向的建議,帶給客戶更多挑戰,並推動根本變革。

本報告提供客戶體驗 (CX) 服務供應商對改善客戶服務採用的主要手段相關分析,主要趨勢和實施情形,期待的效果,客戶方面/供應商方面今後應優先致力處理的課題,近來的新型冠狀病毒感染疾病 (COVID-19)的影響等資訊彙整,為您概述為以下內容。

執行概述

市場新的趨勢和動態

對服務供應商的建議

  • 客戶的文化、組織的 (進一步) 變革
  • 客戶的理解為基礎,成為更 (進一步) 實用的、行動導向
  • 幫助客戶推動根本性的創新,而不僅是逐步的改進
  • 對客戶的課題 - 比今天還要進步
  • 客戶的組織的誘導:需要對政治因素更加敏感
  • 活用國際、產業間的聯合關係,及時為客戶提供最佳實踐
  • 增強成本效益!
  • 客戶與供應商管理之間的聯繫:讓客戶感到特別

參考資料

  • 相關調查
  • 摘要
目錄
Product Code: US47011120

This IDC Market Perspective describes some of the key ways that CX services vendors can adopt to better serve their clients in 2021. Clients and vendors of CX services have had a dramatic 2020, with new business priorities and new ways of working on both sides. When both vendors and clients alike go back to their office, the ways of working and the focus of that work will be changed, most likely forever."In 2021, CX services vendors will need to up their game," said Douglas Hayward, research director, Digital Strategy Consulting and Customer Experience (CX) Professional Services research at IDC."They must challenge their clients more, delivering more action-oriented advice based on a deeper understanding of their client's people and culture. Perhaps most importantly, at a time of dramatic economic political and social turmoil, they must drive more fundamental innovation and change for their clients."

Executive Snapshot

New Market Developments and Dynamics

Advice for the Services Provider

  • Change the Client's Culture and Organization (Even) More
  • Be (Even) More Pragmatic and Action Oriented, Based on Understanding the Client
  • Help Your Clients Drive Fundamental Innovation, and Not Just Incremental Improvements
  • Challenge the Client - Even More Than You Do Today
  • Be More Politically Savvy When Navigating the Client's Organization
  • Use Your Global and Cross-Industry Reach to Bring Clients More Examples of Best Practice
  • Get More Cost Effective!
  • Make the Client Feel Special by Plugging Them into Your Top People

Learn More

  • Related Research
  • Synopsis