表紙:カスタマーエクスペリエンスのためのAI市場レポート:2021年
市場調査レポート
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1024836

カスタマーエクスペリエンスのためのAI市場レポート:2021年

AI for Customer Experience Report 2021

出版日: | 発行: OMDIA | ページ情報: 英文 | 納期: 即日から翌営業日

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カスタマーエクスペリエンスのためのAI市場レポート:2021年
出版日: 2021年07月27日
発行: OMDIA
ページ情報: 英文
納期: 即日から翌営業日
  • 全表示
  • 概要
  • 目次
概要

COVID-19の大流行などがあったこの16カ月間の出来事は、非効率的で時代遅れの仕事やビジネスのやり方に光を当てました。

世界が多くのことを一旦停止する一方で、企業は新しい働き方やビジネスのやり方への投資に奔走しました。これは目先のニーズを満たすためだけではなく、長期的には物事がすでにデジタルの方向に向かっていることを考えさせられた時間となりました。

企業は、デジタルプラットフォーム、人工知能(AI)、自動化を積極的に取り入れ、顧客の期待を維持し、最終的にはそれを超えるための努力を続けています。

最近の出来事は、世界中の多くの企業に、よりデジタルな文化と戦略の確立を促しただけでなく、根本的な考え方の転換をもたらしました。多くの企業にとって、実店舗やオフィスで働くことが求められる時代は終わり、従業員のコラボレーションや顧客とのエンゲージメントは、物理的な場所を超えて生き続けることができると気づいたのです。

当レポートでは、カスタマーエクスペリエンスのためのAI市場について分析し、市場の概要と規模、各社のAI導入事例と促進因子、今後の動向などを提供しています。

目次

概要

  • Catalyst and Omdiaの見解
  • キーメッセージ
  • 推奨事項

市場概要

  • 市場規模
  • 企業の採用と推進要因
  • 市場力学

ユースケース

  • 上位のユースケース
  • 顧客事例

付録

図、表、ダウンロードのリスト

  • 1.図1:CXのAIへの支出
  • 2.図2:あなたの企業はどの機能またはビジネスユニットにAIを導入しているか?
  • 3.図3:水平展開によるAIビジネスパフォーマンス指標、2021年第2四半期
  • 4.図4:水平展開のAIソフトウェア支出:カスタマーエクスペリエンスのトップ10のユースケース
  • 5.図5:多くの企業は、CXとそれをイネーブリングテクノロジーをCOVID-19後の重要事項と見なしている。
目次

Report Summary:

Catalyst

The events of the last 16 months amid the COVID-19 pandemic, among other things, shined a light on inefficient and outdated ways of working and doing business. While the world took a collective pause on many things, enterprises got busy investing in new ways of working and doing business, not only to meet immediate and near-term needs, but for the longer term as well, considering things were already heading in the direction toward digital.

The enterprise landscape has taken well to digital platforms, artificial intelligence (AI), and automation to fuel these efforts to maintain and ultimately exceed customer expectations.

Not only have recent events propelled many of the world's businesses to establish more digital cultures and strategies, but they have also provided a fundamental mindset shift. For many companies, gone are the days of brick-and-mortar stores and requiring employees to work in the office, as these businesses have realized that employee collaboration and customer engagement can live and thrive beyond physical locations.

Omdia view

Despite many hardships brought on by the pandemic impacting businesses across industries and across the globe, AI software spending continued to grow. Many companies had already started their AI journeys ahead of the pandemic and invested further during the pandemic. Others reallocated funds toward AI projects, especially those regarding the customer experience (CX), to keep business running.

The top AI use cases for CX are no longer specific to digitizing the CS but are taking it a step further toward personalization. The landscape is ever-more competitive within every industry and now more than one year into a global pandemic, digitizing the CX is no longer a nice to have, rather an expectation.

Using AI and analytics to discover and act upon data-driven insights to improve, speed, and personalize the CX is an increasingly important aspect of doing business in today's digital world.

Key Messages

The new normal is far more digital

The COVID-19 pandemic propelled AI and digital customer engagements to the top of the priority list for many enterprises so they could adjust to new ways of having to do business with their customers.

Spending on AI for CX will maintain a strong growth trajectory as businesses adapt to and capitalize on this new normal.

Engagement metrics

Businesses hold engagement metrics in the highest regard related to their CX deployments, even more than cost savings and revenue generation, placing significant emphasis on them as the ultimate core of a successful CX strategy. Maintaining and improving engagement metrics is not easy in this digital age of always-on advertisements competing for mind and wallet share.

Personalization is key

Using AI-powered customer engagement and experience platforms can help contextualize and personalize the CX. Personalization is becoming more of a differentiator as consumers have increasing expectations of both speed and accuracy. Netflix is an example of personalization using AI and analytics that has become wildly successful.

Table of Contents

Summary

  • Catalyst and Omdia view
  • Key messages
  • Recommendations

Market overview

  • Market sizing
  • Enterprise adoption and drivers
  • Market dynamics

Use cases

  • Top use cases
  • Customer examples

Appendix

List of figures, tables and downloads

  • 1. Figure 1: Spending on AI for CX
  • 2. Figure 2: For what function or business unit is your company deploying AI?
  • 3. Figure 3: AI business performance metrics by horizontal application, 2Q21
  • 4. Figure 4: Horizontal AI software spending: Customer experience top 10 use cases
  • 5. Figure 5: Many enterprises view CX and enabling technologies as significant post-COVID-19