Quadient：2023年关键客户体验投资报告（英文版）（27页）.pdf

1、CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023Exploring the most important tools to meet consumer CX demands in a human-centric eraCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 2TABLE OF CONTENTSEmployee experience .5Advanced IT technologies .9Customer journey management .13Omnichannel solution

2、s .18Digital transformation .21RFP and investing guidelines .26CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 3INTRODUCTIONInvesting in customer experience(CX)technology has been an ever-increasing business priority since 2015,but in seven years,a lot has changed.Innovators have digitized the cust

3、omers world giving them access to anything,anytime.These digital-first businesses are successfully listening to their customers needs and are building ecosystems to support positive individual journeys.Their efforts have transformed the playing field.Todays customers universally expect and demand be

4、tter experiences than ever.The cost of not delivering is high.85 percent of customers are willing to pay significantly more for a competitors experience that meets expectation.Creating a connected,personalized,transparent experience how and when a customer wishes is key to acquiring and,most importa

5、ntly,retaining your customers.The ROI is proving significant,with CX leaders outperforming in value.According to Forbes,businesses who have invested in customer experience are realizing 80 percent increases in revenue.Omdia,a global leader in technology markets research,estimates that 73 percent of

6、enterprises struggle to meet heightened customer expectations.Customer journeys are no longer linear.They span marketing,onboarding,omnichannel customer communications,customer journey management,voice-of-the-customer,customer service,and digital capabilities,like forms,signatures,payments,and more.