CCW：2023年客户服务市场研究报告-趋势、挑战与机遇（英文版）（43页）.pdf

1、CUSTOMER CONTACT WEEKDIGITALMARKET STUDY CX TRENDS,CHALLENGES,&OPPORTUNITIESJ U N E 2 0 2 32023 CCW MARKET STUDY|CX Trends,Challenges,&Opportunities2CUSTOMER CONTACT WEEKDIGITAL|CX Trends,Challenges&OpportunitiesFor all the talk about customer centricity,some businesses ironically downplay the actua

2、l voice of the customer.They chase trends and make investments without fully considering how these initiatives will transform the customer experience.Unsurprisingly,this great irony has produced a history of disappointment.Frustrating pain points like long wait times have long endured,while customer

3、 satisfaction and loyalty measures have long underwhelmed.This aura of disappointment remains palpable in 2023.CCW Digitals Annual Consumer Preferences Survey reveals that customer experiences are actually regressing,with brands continuing to miss the mark in areas like personalization,speed,conveni

4、ence,empathy,and channel accommodation.Where have brands been going wrong?What opportunities and incentives do they have for reversing course and making customer centricity a reality?By providing a deep-dive into the aforementioned survey,this CCW Digital Market Study reveals the answers.Table of Co

5、ntents2 Introduction3 Methodology&Demographics3 About the Author4 Key Findings5 Scoring Todays CX|Is Customer Centricity A Reality?10 CX Attraction|What Can Brands Do To Win And Retain Customers?13 Omnichannel In 2023|Where and How Do Customers Want To Connect?16 Next-Generation Engagement|How Does

6、Digital CX Impact Trust&Reputation?20 Your Customer Loyalty Blueprint23 Customers Are Shape-Shifting Service.Can your CX Transform with Them?28 Earn Loyalty and Lifetime Value by Perfectly Combining Digital and the Human Touch32 The Top 4 Ways AI is Making Brands More Human36 Making CX Technology Fu