{"id":330020,"date":"2020-07-29T06:23:51","date_gmt":"2020-07-29T13:23:51","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=resources&#038;p=330020"},"modified":"2020-08-20T00:50:04","modified_gmt":"2020-08-20T07:50:04","slug":"how-to-deliver-customer-experience-in-the-2020s","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/it-it\/resources\/how-to-deliver-customer-experience-in-the-2020s","title":{"rendered":"Come offrire Customer Experience negli anni 2020"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">Report<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1 class=\"landing-page__title\">Come offrire Customer Experience negli anni 2020<\/h1>\n<p>[\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]Sullo sfondo di crescenti aspettative dei clienti, nuove tecnologie, piattaforme, canali e preferenze dei clienti rimodellano il panorama del Customer Service.<\/p>\n<p>Alcune di queste tendenze possono permettere alle aziende una pi\u00f9 facile soddisfazione delle aspettative, ma altre richiedono importanti modifiche. In definitiva, il modo in cui le aziende rispondono a questi fattori ne determiner\u00e0 il successo in termini di Customer Experience, e quindi il successo commerciale, nel decennio a venire.<\/p>\n<p>In questo report, esaminiamo le tendenze chiave e le relative risposte possibili da parte dei contact center, tra cui:<\/p>\n<ul>\n<li>La crescente digitalizzazione dell&#8217;assistenza<\/li>\n<li>L&#8217;ascesa dell&#8217;omnidigitale<\/li>\n<li>L&#8217;importanza del supporto che utilizza l&#8217;intelligenza artificiale<\/li>\n<li>La necessit\u00e0 di riqualificare gli agenti<\/li>\n<li>La sfida del coinvolgimento degli agenti<\/li>\n<li>Le modalit\u00e0 di differenziazione attraverso l&#8217;esperienza di assistenza<\/li>\n<\/ul>\n<p>Scarica ora il report per scoprire come rispondere a queste tendenze, per assicurare al tuo contact center di essere nella posizione migliore non solo per soddisfare le aspettative dei clienti nel decennio a venire, ma anche per superarle.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;243719&#8243; img_size=&#8221;full&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;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\">Salve<\/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\">Non sei tu?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"7011T000001kp9mQAA\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020?thankyou=330020&page_type=resources&page_attr=Report\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"it-it\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"330020\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email aziendale\" placeholder=\"Email aziendale\">\n        <label for=\"fe192\">Email aziendale<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  required\" name=\"firstName\" id=\"fe190\" value=\"\" placeholder=\"Nome\">\n        <label for=\"fe190\">Nome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available required\" name=\"lastName\" id=\"fe191\" value=\"\" placeholder=\"Cognome\">\n        <label for=\"fe191\">Cognome<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row form-floating el_field\">\n        <input type=\"tel\" class=\"form-control el_field elq-item-input required pre-exclude\" name=\"busPhone\" id=\"fe215\" value=\"\" placeholder=\"Telefono\">\n        <label for=\"fe215\">Telefono<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=\"fe219\" name=\"jobLevel1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option><option value=\"C-Level\">Alto dirigente<\/option><option value=\"VP\">VP<\/option><option value=\"Director\">Direttore<\/option><option value=\"Manager\">Manager<\/option><option value=\"Principal\">Principale<\/option><option value=\"Engineer \/ Architect\">Ingegnere\/architetto<\/option><option value=\"Consultant\">Consulente<\/option><option value=\"Analyst\">Analista<\/option><option value=\"Partner\">Partner<\/option><option value=\"Staff\">Personale<\/option><option value=\"Unknown\">Sconosciuto<\/option>\n        <\/select>\n        <label for=\"fe219\">Profilo<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=\"fe218\" name=\"jobFunction1\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n            <option value=\"Claims\">Reclami<\/option><option value=\"Collections\">Riscossioni<\/option><option value=\"Contact Center Management\">Gestione del contact center<\/option><option value=\"Customer Experience\">Customer Experience<\/option><option value=\"Customer Service\">Customer Service<\/option><option value=\"Ecommerce\/Digital Channels\">Canali di e-commerce\/digitali<\/option><option value=\"Finance\">Finanza<\/option><option value=\"Human Resources\">Risorse umane<\/option><option value=\"Influencer\">Influencer<\/option><option value=\"Information Technology\">Tecnologia informatica<\/option><option value=\"IT Architecture\">Architettura IT<\/option><option value=\"IT Infrastructure\">Infrastruttura IT<\/option><option value=\"IVR\">IVR<\/option><option value=\"Marketing\">Marketing<\/option><option value=\"Operations \/ Process Management\">Gestione delle operazioni\/dei processi<\/option><option value=\"Production Management\">Gestione della produzione<\/option><option value=\"Purchasing\">Acquisti<\/option><option value=\"Sales\">Vendite<\/option><option value=\"Unknown\">Sconosciuto<\/option>\n        <\/select>\n        <label for=\"fe218\">Funzioni<span 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=\"company\" id=\"fe193\" value=\"\" placeholder=\"Societ\u00e0\">\n        <label for=\"fe193\">Societ\u00e0<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=\"fe194\" name=\"country\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <!-- Add country options here -->\n        <\/select>\n        <label for=\"fe194\">Paese<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available country_dep el_field form-floating\">\n        <select class=\"form-select el_field elq-item-select cb_available required eloq_ppe\" id=\"fe214\" name=\"stateProv\" data-value=\"\">\n            <option selected=\"\" value=\"\"><\/option>\n        <\/select>\n        <label for=\"fe214\">Stato\/Provincia<span 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=\"website1\" id=\"fe801\" value=\"\" placeholder=\"Your Website\">\n        <label for=\"fe801\">Your Website<span 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=\"city\" id=\"fe226\" value=\"\" placeholder=\"Citt\u00e0\">\n        <label for=\"fe226\">Citt\u00e0<span 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=\"Professione\">\n        <label for=\"fe220\">Professione<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\">Bancario<\/option><option value=\"Business Services\">Servizi aziendali<\/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\">Energia e utility<\/option><option value=\"Entertainment\">Intrattenimento<\/option><option value=\"Government\">Pubblica Amministrazione<\/option><option value=\"Insurance\">Assicurazioni<\/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\">Tecnologia<\/option><option value=\"Travel & Hospitality\">Travel & Hospitality<\/option><option value=\"Retail Banking\">Retail Banking<\/option><option value=\"Other\">Altro<\/option>\n        <\/select>\n        <label for=\"fe221\">Settore<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=\"fe222\" name=\"levelofInterest1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"Just researching\">Sto solo facendo una ricerca<\/option><option value=\"Gathering business requirements\">Sto raccogliendo le esigenze aziendali<\/option><option value=\"Comparing solutions\">Sto valutando le soluzioni<\/option><option value=\"Ready for a conversation\">Sono pronto per una conversazione<\/option>\n        <\/select>\n        <label for=\"fe222\">Obiettivo<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=\"fe225\" name=\"numberofAgentsForm1\" data-value=\"\">\n            <option value=\"\"><\/option>\n            <option value=\"1-20\">1-20<\/option><option value=\"21-50\">21-50<\/option><option value=\"51-100\">51-100<\/option><option value=\"101-300\">101-300<\/option><option value=\"301-500\">301-500<\/option><option value=\"501-1000\">501-1000<\/option><option value=\">1000\">&gt;1000<\/option><option value=\"No Contact Center\">Nessun contact center<\/option><option value=\"Don't Know\">Non so<\/option>\n        <\/select>\n        <label for=\"fe225\">Numero di postazioni contact center<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div><div class=\"form-check single-checkbox-row form-row gdpr-field white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"explicitConsentEmailPhone\" id=\"fe224\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe224\">S\u00ec. Desidero ricevere aggiornamenti via e-mail o telefono su Genesys.<\/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\">Desidero essere contattato\/a<\/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=\"Come offrire Customer Experience negli anni 2020\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020?thankyou=330020&page_type=resources&page_attr=Report\"><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=\"Scaricalo subito\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Scaricalo subito\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>Fornendo queste informazioni accetti la <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">nostra politica sulla privacy<\/a>.<\/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=&#8221;2\/3&#8243;][vc_column_text] Report [\/vc_column_text][vc_column_text] Come offrire Customer Experience negli anni 2020 [\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]Sullo sfondo di crescenti aspettative dei clienti, nuove tecnologie, piattaforme, canali e preferenze dei clienti rimodellano il panorama del Customer Service. Alcune di queste tendenze possono permettere alle aziende una pi\u00f9 facile soddisfazione delle aspettative, ma altre richiedono importanti modifiche. In definitiva, il [&hellip;]<\/p>\n","protected":false},"author":678,"featured_media":243719,"template":"","tax_priority":[],"tax_contenttheme":[14943,14942],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-330020","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_contenttheme-improve-employee-experience-it-it","tax_contenttheme-improve-customer-experience-it-it","tax_content_type-report-it-it"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/users\/678"}],"version-history":[{"count":5,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020\/revisions"}],"predecessor-version":[{"id":334315,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/resources\/330020\/revisions\/334315"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media\/243719"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/media?parent=330020"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_priority?post=330020"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme?post=330020"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_bundle?post=330020"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_contenttheme2?post=330020"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_capability_sitewide?post=330020"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_products_programs?post=330020"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buying_job?post=330020"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_buyer_persona?post=330020"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_sector?post=330020"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/it-it\/wp-json\/wp\/v2\/tax_segment?post=330020"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}