CCW Digital：2025高等教育行业客户体验现状研究报告（英文版）（27页）.pdf

1、CUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALCUSTOMER CONTACT WEEKDIGITALState of Customer Experience In Higher Education2025 V E RTI C A L M A R K E T S TU DY:2 02 5 V E R T I C A L M A R K E T S T U DY:S TAT E O F C U S TO M E R E X P E R I E N C E I N H I G H E R E D U C AT I O NW W W.

2、C U S TO M E R C O N TAC T W E E K D I G I TA L.C O M 2Table of ContentsIntroduction 3Objectives for Success 6Key Challenges Preventing Student Success 9Strategy Deep Dive:How Higher Institutions Are Tackling Change 12Practicality Guide 15The State of CX in Higher Education:Orchestrating Empathy at

3、Scale 16How to Boost Student Confidence+Improve Retention in 2026 21Appendix 26Meet the Team 262026 Editorial Calendar 272 02 5 V E R T I C A L M A R K E T S T U DY:S TAT E O F C U S TO M E R E X P E R I E N C E I N H I G H E R E D U C AT I O NW W W.C U S TO M E R C O N TAC T W E E K D I G I TA L.C

4、O M 3IntroductionTo achieve all of these goals,students require support from educators,professors,counselors and university staff.When they have questions about a new course they need a personalized response.If they are looking to get involved,they need to know when events are happening.Effective co

5、mmunication is a prerequisite for success.The student experience,then,is not all that different from the customer experience today.Students are looking for streamlined support,comprehensive answers and tailored interactions.This is evident in the data;93%of leaders in higher education stated that st

6、udents care equally as much or more about the customer experience this year.This makes sense in their personal lives and as customers they are seeking out brands that can deliver seamless and intuitive interactions.Additionally,in the higher education space,the experience is everything.For so many i