Omdia：2024用AI提升客户体验的实用行动指南（英文版）（21页）.pdf

1、COMMISSIONED BYRESEARCHED BYPutting CX AI into action:A practical guide Improve customer satisfaction and loyalty with the right contact center technologies and deployment strategyIntroductionSmart customer experience(CX)investments can help contact centers cut costs,increase productivity,and improv

2、e customer satisfaction and retention efforts.However,these investments dont always go as planned.And when things go wrong,not only will customers rail against the offending company,but theyll also take their business elsewhere,according to a 2023 Omdia survey,commissioned by NICE.Of the consumers i

3、n the survey who suffered a bad customer experience,49%told their friends and family members about it,69%posted about it online,and,perhaps most alarming,33%of consumers switched to a competitor.If youre a CX professional,youll want to know the reasons behind these unsettling statistics.Of those con

4、sumers who left for a competitor,51%said it was because the offending company didnt offer self-service capabilities.Additionally,47%left because the company didnt know their interests or needs.These stats prove that,in todays digital world,a competitive enterprise must at least meet,and preferably e

5、xceed,customers expectations.Unfortunately,even for seasoned CX professionals,the solution can seem out of reach because theyre overwhelmed by siloed systems,multiple customer communication channels,and a daunting amount of sometimes incongruous CX data.But it doesnt have to be that way.Read on to s

6、ee how purpose-built AI for CX and the right deployment strategy for your CX needs can increase customer satisfaction and loyalty.AN OMDIA EBOOKPUTTING CX AI INTO ACTION:A PRACTICAL GUIDE02?HOMEAI is revolutionizing CX by analyzing data to understand customer needs.This allows businesses to personal