使用 Amazon Connect 设计多模式客户旅程.pdf

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1、 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.B I Z 3 0 4Design multi-modal customer journeys with Amazon ConnectAbhishek PandeyHe/HimPrincipal Solutions ArchitectAmazon Web ServicesArron HofferHe/HimSenior WW S

2、pecialist SA,ConnectAmazon Web Services 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Agenda01 What is multi-modal customer journey02 Common Channels03 Why it matters04 Use Cases and Solutions Overview05 Key Takeaways06 Next Steps 2025,Amazon Web Services,Inc.or its affiliates.A

3、ll rights reserved.Question:What is multiQuestion:What is multi-modal customer journey?modal customer journey?Experience that seamlessly blends voice,digital,and IoT interactions across channels and devices,allowing customers to move fluidly between them without losing context.2025,Amazon Web Servic

4、es,Inc.or its affiliates.All rights reserved.Adding Channels?74%of Customers who experience easy transitions say theyll return to self-service next time30%of Fortune 500 Companies will offer service through only a single AI-Enabled channel by 2028Source:Gartner 2025,Amazon Web Services,Inc.or its af

5、filiates.All rights reserved.Channel strategy tenetsCustomer demographicsCostAgent training Technology 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.Organizations need to develop end-to-end solutions that.Use data to gain a more holisticunderstanding of the customerProvide conte

6、xtualized and personalized offersEngage with customer via theirpreferred channelsWebContact centerMobileEmailStoreSocial 2025,Amazon Web Services,Inc.or its affiliates.All rights reserved.VoiceTraditional and cloud-based telephony,inbound and outbound calling,IVRs,and intelligent routing.DigitalChat