{"id":315703,"date":"2020-06-17T11:52:44","date_gmt":"2020-06-17T18:52:44","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=315703"},"modified":"2021-02-03T09:03:34","modified_gmt":"2021-02-03T17:03:34","slug":"how-to-deliver-customer-experience-in-the-2020s","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/de-de\/resources\/how-to-deliver-customer-experience-in-the-2020s","title":{"rendered":"So bieten Sie eine gute Customer Experience in den 2020ern"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8220;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Bericht<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"landing-page__title\">So bieten Sie eine gute Customer Experience in den 2020ern<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner width=&#8220;2\/3&#8243;][vc_column_text]Vor dem Hintergrund steigender Kundenerwartungen wird die Kundenservice-Landschaft durch neue Technologien, Plattformen, Kan\u00e4le und Kundenw\u00fcnsche umgestaltet.<\/p>\n<p>Einige dieser Trends k\u00f6nnen es Unternehmen m\u00f6glicherweise erleichtern, die Erwartungen zu erf\u00fcllen, w\u00e4hrend andere erhebliche Anpassungen erfordern. Letztlich wird die Art und Weise, wie Unternehmen auf diese Faktoren reagieren, den Erfolg ihrer Customer Experience\u00a0\u2013 und damit auch ihren wirtschaftlichen Erfolg\u00a0\u2013 in den kommenden zehn Jahren bestimmen.<\/p>\n<p>In diesem Bericht untersuchen wir die wichtigsten Trends und wie Contact Center darauf reagieren k\u00f6nnen, einschlie\u00dflich:<\/p>\n<ul>\n<li>Zunehmende Digitalisierung des Service<\/li>\n<li>Der Aufstieg von Omnidigital<\/li>\n<li>Die Bedeutung von KI-gest\u00fctztem Support<\/li>\n<li>Die Notwendigkeit, Agenten wieder zu schulen<\/li>\n<li>Die Herausforderung der Agentenbindung<\/li>\n<li>Hervorstechen durch Serviceerfahrung<\/li>\n<\/ul>\n<p>Laden Sie jetzt diesen Bericht herunter, um zu erfahren, wie Sie auf diese Trends reagieren k\u00f6nnen, damit Ihr Contact Center nicht nur die Kundenerwartungen in den kommenden zehn Jahren erf\u00fcllt, sondern auch \u00fcbertrifft.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8220;1\/3&#8243;][vc_single_image image=&#8220;320896&#8243; img_size=&#8220;full&#8220;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8220;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Willkommen zur\u00fcck<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Nicht du?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input 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class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required eloq_ppe\" name=\"title\" id=\"fe220\" value=\"\" placeholder=\"Jobtitel\">\n        <label for=\"fe220\">Jobtitel<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available eloq_ppe el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe221\" name=\"industry1\" data-value=\"\">\n            <option value=\"\" ><\/option>\n            <option value=\"Banking\">Bankwesen<\/option><option value=\"Business Services\">Unternehmensdienstleistungen<\/option><option value=\"Capital Markets\">Capital Markets<\/option><option value=\"Communications\">Communications<\/option><option value=\"Consumer Products\">Consumer Products<\/option><option value=\"Defense & Intelligence\">Defense & Intelligence<\/option><option value=\"Education & Non-Profit\">Education & Non-Profit<\/option><option value=\"Energy & Utilities\">Energie- und Versorgungsunternehmen<\/option><option value=\"Entertainment\">Unterhaltungsbranche<\/option><option value=\"Government\">Beh\u00f6rden<\/option><option value=\"Insurance\">Versicherungen<\/option><option value=\"Life Sciences\">Life Sciences<\/option><option value=\"Logistics\">Logistics<\/option><option value=\"Manufacturing\">Manufacturing<\/option><option value=\"Payors\">Payors<\/option><option value=\"Providers\">Providers<\/option><option value=\"Retailers\">Retailers<\/option><option value=\"Technology\">Technologie<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Sonstige<\/option>\n        <\/select>\n        <label for=\"fe221\">Branche<span 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Ich m\u00f6chte per E-Mail oder Telefon \u00fcber Neuigkeiten zu Genesys auf dem Laufenden gehalten werden.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">Ich h\u00e4tte es gern, dass mich jemand kontaktiert.<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"So bieten Sie eine gute Customer Experience in den 2020ern\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/315703?thankyou=315703&page_type=resources&page_attr=Bericht\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Jetzt herunterladen\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Jetzt herunterladen\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Durch die Bereitstellung Ihrer Informationen erkl\u00e4ren Sie sich mit unseren <a href=\"https:\/\/www.genesys.com\/de-de\/company\/legal-docs\/datenschutzerklaerung\" target=\"_blank\">Datenschutzbestimmungen<\/a> einverstanden<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8220;2\/3&#8243;][vc_column_text] Bericht [\/vc_column_text][vc_column_text] So bieten Sie eine gute Customer Experience in den 2020ern [\/vc_column_text][vc_row_inner][vc_column_inner width=&#8220;2\/3&#8243;][vc_column_text]Vor dem Hintergrund steigender Kundenerwartungen wird die Kundenservice-Landschaft durch neue Technologien, Plattformen, Kan\u00e4le und Kundenw\u00fcnsche umgestaltet. Einige dieser Trends k\u00f6nnen es Unternehmen m\u00f6glicherweise erleichtern, die Erwartungen zu erf\u00fcllen, w\u00e4hrend andere erhebliche Anpassungen erfordern. Letztlich wird die Art und Weise, wie [&hellip;]<\/p>\n","protected":false},"author":49,"featured_media":320896,"template":"","tax_priority":[],"tax_contenttheme":[14882,14883],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-315703","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-improve-customer-experience-de-de","tax_contenttheme-improve-employee-experience-de-de","tax_content_type-report-de-de"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/315703","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/users\/49"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/315703\/revisions"}],"predecessor-version":[{"id":362781,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/resources\/315703\/revisions\/362781"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media\/320896"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/media?parent=315703"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_priority?post=315703"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme?post=315703"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_bundle?post=315703"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_contenttheme2?post=315703"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_capability_sitewide?post=315703"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_products_programs?post=315703"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buying_job?post=315703"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_buyer_persona?post=315703"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_sector?post=315703"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/de-de\/wp-json\/wp\/v2\/tax_segment?post=315703"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}