Walker：推动客户体验发展的八大主题（中译版）（38页）.pdf

1、Walker is a technology partner of Qualtrics,who contributed to this series.CX NOW:EIGHT THEMES DRIVING CX EVOLUTIONWhen boiling CX down to the essentials,to frameworks,what are the kinds of core pillars we should be focusing on?This is the question we asked ourselves,and eight essential themes emerg

2、ed:Then we asked more than 50 CX leaders,and although they differed in their ranking of importance they agreed that the eight are vital for a robust,effective CX program.Just as CX is interrelated with other departments in an organization,the eight concepts are interrelated with one another and with

3、 the rest of the company.They dont stand alone,and they arent mutually exclusive,but they represent the real core of what companies need to be thinking about and addressing and putting plans around because theyre not going anywhere.But the way we address them is always changing.As a result,what we w

4、anted to do with the CX Now series is to look forward to what we think CX needs to be doing to address these themes as we move to-ward 2030.These themes may change and adapt as they go along,but they are the things that organizations and CX leaders need to embrace over the next six to seven years.1.

5、Digital interactions 2.Personalization 3.Predictive 4.Employee enablement 5.Seamless 6.Data integration7.Adaptability 8.SDIGITAL INTERACTIONS:Achieving the ideal human/digital balance for serving your customers .4PERSONALIZATION:Designing and delivering a holistic experience,tailored for each custom

6、er .7PREDICTIVE ANALYTICS:Your data-driven crystal ball .11EMPLOYEE ENABLEMENT:Providing the necessary ingredients to deliver ideal customer experiences .14SEAMLESS EXPERIENCES:Delivering intentional,unified experiences for customers .18DATA INTEGRATION:Integration and accessibility of all customer