表紙:CX投資の予測:2022年
市場調査レポート
商品コード
1071859

CX投資の予測:2022年

CX Investment Predictions for 2022

出版日: | 発行: Frost & Sullivan | ページ情報: 英文 52 Pages | 納期: 即日から翌営業日

価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=152.52円
CX投資の予測:2022年
出版日: 2022年03月30日
発行: Frost & Sullivan
ページ情報: 英文 52 Pages
納期: 即日から翌営業日
  • 全表示
  • 概要
  • 目次
概要

初めて従業員エンゲージメントの向上が、企業目標の最下位から4位に浮上しました。企業は今、企業文化やテクノロジーへの投資戦略を見直そうとしています。またソーシャルサービスとセルフサービスは急成長しているチャネルであり、企業はセルフサービスチャネルに高い満足度を示しています。

当レポートでは、世界のCX投資の予測について調査分析し、戦略的必須要件、カスタマーエクスペリエンスへの投資動向、コンタクトセンターの指標、CXの成長機会に関する情報を提供しています。

目次

戦略的必須要件

  • 成長機会がGrowth Pipeline Engine (TM)を促進
  • 成長がますます困難になるのはなぜか
  • 戦略的必須要件 8(TM)

調査の目的と調査手法

  • 調査の目的と調査手法
  • アプリケーション
  • 回答者のプロファイル
  • 調査手法

主な調査結果

  • 主な調査結果

2022年の企業目標

  • 上位のビジネス目標
  • 企業が企業目標を達成することを妨げている主な要因
  • 顧客対応の従業員を幸せにするものは何か
  • 主要な従業員エンゲージメントイニシアチブ
  • IT/通信の課題
  • 企業がデジタルトランスフォーメーションの成功をどのように測定しているか
  • ITソリューションの使用法
  • IT/通信の投資計画
  • クラウドの動向と課題
  • デジタルトランスフォーメーション戦略に対するCOVID-19の影響

カスタマーエクスペリエンスへの投資動向

  • インタラクションチャネルの投資計画
  • CXテクノロジー投資
  • CXソリューションの統合環境設定
  • AI導入計画
  • 分析投資計画
  • 世界のCXの上位5つの優先事項:2022年
  • CXの成功を評価するために使用されるメトリック
  • CX組織が企業目標を達成することを妨げる上位5つの要因
  • 世界のCX投資を推進する要因:2022年
  • オムニチャネル機能
  • ユニファイドコミュニケーション・コラボレーション(UCC)とCXソリューションの統合
  • リモートワーカーのセキュリティとコンプライアンスの対策
  • マーケティング自動化ソリューションの上位3つの機能
  • CXソリューションの購入意思決定要因

コンタクトセンターの指標

  • コンタクトセンターの指標動向
  • セルフサービスおよび音声チャネルの満足度
  • 企業が企業目標を達成することを妨げる要因

CXの成長機会

  • 世界のCX成長機会:2022年

付録

  • 図表リスト
  • 免責事項
目次
Product Code: K722-76

Employee Engagement Elevated as a Business Priority

In a customer survey of 1,210 IT and telecom decision-makers around the world and across verticals (with 58% of respondents in a senior management position), improving customer experience is ranked as the top business objective in 2022, followed closely by improving brand equity. Companies recognize that maintaining brand loyalty becomes increasingly difficult as the world accelerates towards digital channels.

For the first time in over ten years of running this survey, improving employee engagement moved from the bottom of top company objectives to number 4. It took a pandemic for companies to understand the value of employee satisfaction and retention. Unclear roles, substantial absences that created more tasks for employees who came into work, and uncertainty about job security created significant barriers to achieving corporate goals. Companies are now rethinking their corporate culture and technology investment strategies.

Social and self-service are fast-growing channels. The pandemic forced non-digitally native people to move towards these methods of communicating with companies when they could not reach agents for hours or get quick email responses. Companies are highly satisfied with the self-service channel.

The top concern for IT is dealing with security concerns. The rise in remote employees exacerbated this issue. With everyone working or learning from home, IT departments struggled to ensure sufficient bandwidth, provide access to data and applications, enable privacy, onboard and train employees, and handle problem tickets.

Analytics and CX are the top solutions in place today. With the enormous amount of data available today from many sources, it must be mined, organized, pertinent, and customized to provide customers with positive experiences.

The primary goals of this research are to:

  • Understand the impact of COVID-19 on contact centers
  • Understand challenges organizations face today
  • Monitor the status of digital transformation
  • Assess the current and future use of contact center solutions
  • Evaluate factors that drive investments in contact center solutions
  • Gauge market and technology trends
  • Appraise available IT budgets
  • Measure perceptions by vertical industry
  • Discover opportunities in different regions

Vertical industries covered:

  • Agriculture / Food & Beverages
  • Banking/Finance/Insurance
  • Construction
  • Education
  • Energy & Utilities
  • Government
  • Healthcare
  • High Tech
  • Manufacturing
  • Retail & Wholesale
  • Transportation & Storage
  • Travel & Hospitality
  • Professional Services

Investments predicted for the following channels:

  • Voice
  • Chat with live agent
  • Video chat, video teller/kiosk
  • Self-service (ex., conversational AI, chat bots, IVR)
  • Social media (ex., Twitter, Facebook)
  • Social media messaging apps (ex., Facebook Messenger, WhatsApp, WeChat)
  • SMS
  • Mobile app
  • Email/web form

Investments measured for the following technologies:

  • Virtual agents
  • Natural language processing
  • Speech recognition
  • Computer vision, Image recognition
  • Face recognition
  • Emotion recognition
  • Sentiment analytics
  • Robotic process automation

Investments predicted for the following applications:

  • Conversational AI and self-service to offload and support agents Proactive customer care
    • eLearning for agents
    • Unified communications
    • Performance management
    • Quality management
    • Gamification
  • Flexible APIs/CPaaS to integrate third-party capabilities into the customer experience
    • Videoconferencing
    • Voice of customer
    • Voice of employee
    • Customer journey analytics
    • Marketing analytics
    • Sales analytics
    • Social media analytics

Table of Contents

Strategic Imperatives

  • Growth Opportunities Fuel the Growth Pipeline Engine™
  • Why is it Increasingly Difficult to Grow?
  • The Strategic Imperative 8™

Research Objectives and Methodology

  • Research Objectives and Methodology
  • Applications
  • Respondent Profile
  • Research Methodology

Key Findings

  • Key Finding

2022 Corporate Goals

  • Top Business Goals
  • Top Factors Preventing Companies from Meeting Corporate Objectives
  • What Makes Customer-Facing Employees Happy?
  • Top Employee Engagement Initiatives
  • IT/Telecom Challenges
  • How Companies are Measuring their Digital Transformation Success
  • IT Solution Usage
  • IT/Telecom Investment Plans
  • Cloud Trends and Challenges
  • Impact of COVID-19 on Digital Transformation Strategy

Customer Experience Investment Trends

  • Interaction Channel Investment Plans
  • CX Technology Investments
  • Integration Preferences for CX Solutions
  • AI Deployment Plans
  • Analytics Investment Plans
  • Top Five CX Priorities-Global, 2022
  • Metrics Used to Evaluate CX Success
  • Top Five Factors Preventing CX Organizations from Meeting Corporate Objectives
  • Factors Driving CX Investments-Global, 2022
  • Omnichannel Capabilities
  • Integration of Unified Communications & Collaboration (UCC) with CX Solutions
  • Security and Compliance Measures for Remote Workers
  • Top 3 Features in Marketing Automation Solutions
  • Purchase Decision Making Factors for CX Solutions

Contact Center Metrics

  • Contact Center Metric Trends
  • Satisfaction Levels of Self-Service and Voice Channels
  • Factors Preventing Companies from Meeting Corporate Objectives

CX Growth Opportunities

  • CX Growth Opportunities, Global, 2022

Appendix

  • List of Exhibits
  • List of Exhibits (continued)
  • List of Exhibits (continued)
  • Legal Disclaimer