CallMiner：2025年客户体验全景报告（英文版）（18页）.pdf

1、Table of Contents1.Introduction 2.Key findings3.Section 1:Making the most of every customer voice:solicited and unsolicited data4.Section 2:Harnessing CX data5.Section 3:The accelerating pace of AI maturity6.Section 4:Leveraging AI to deliver CX and employee experience(EX)outcomes7.Conclusion 8.Rese

2、arch methodology 9.Boilerplates1Todays customer experience(CX)landscape is more complex than ever.Customers engage with organizations across a growing range of channels from calls and emails,to live chat and social media and their expectations for speed,personalization,and seamless service are risin

3、g just as fast.But the promise of omnichannel hasnt necessarily lived up to the hype.The expectation was better CX,because organizations could meet customers where they are,on whatever channel they wanted.Instead,organizations potentially offered too many options,and the experience and service deliv

4、ered on each of those channels suffered.Further,organizations are facing an influx of CX data.And while CX data is widely collected,it can often be fragmented or underutilized,representing a major opportunity to drive smarter,more responsive experiences especially on the channels that customers want

5、 to engage on.Thats because collecting CX data is only the first step for organizations.The real challenge and opportunity lies in interpreting and transforming that data into valuable insights.In 2024,we found CX and contact center leaders believed artificial intelligence(AI)held the potential to t

6、ransform CX.Now in its fourth year,our report draws fresh responses from 700 CX and contact center leaders around AIs role in CX,and the impact its having on organizational strategies over time.Achieving true CX transformation demands a purposeful shift from simply collecting to actively gathering,a