{"id":427202,"date":"2022-04-01T13:43:02","date_gmt":"2022-04-01T20:43:02","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/3-challenges-in-creating-a-digital-first-customer-experience"},"modified":"2022-04-01T14:11:00","modified_gmt":"2022-04-01T21:11:00","slug":"3-challenges-in-creating-a-digital-first-customer-experience","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/3-challenges-in-creating-a-digital-first-customer-experience","title":{"rendered":"\u30c7\u30b8\u30bf\u30eb\u30d5\u30a1\u30fc\u30b9\u30c8\u306a\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9 (CX) \u3078\u79fb\u884c\u3059\u308b\u969b\u306e 3 \u3064\u306e\u8ab2\u984c"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">\u5148\u9031\u958b\u50ac\u3055\u308c\u305f <a href=\"https:\/\/www.enterpriseconnect.com\/\" target=\"_blank\" rel=\"noopener\">Enterprise Connect 2022<\/a> \u306b\u3066\u3001\u300cMeeting new CX digital-first mandate: Are you leading or falling behind?\u300d\u3068\u3044\u3046\u3001\u30d1\u30cd\u30eb\u30c7\u30a3\u30b9\u30ab\u30c3\u30b7\u30e7\u30f3\u306b\u53c2\u52a0\u3057\u307e\u3057\u305f\u3002\u3053\u3053\u3067\u306f\u3001\u771f\u306b\u6d41\u52d5\u7684\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u306e\u59a8\u3052\u306b\u306a\u3063\u3066\u3044\u308b\u3082\u306e\u306f\u4f55\u304b\u3001\u305d\u3057\u3066\u3001\u4f01\u696d\u304c\u81ea\u793e\u306e\u30d6\u30e9\u30f3\u30c9\u3092\u9ad8\u3081\u308b\u306b\u306f\u3069\u3046\u3059\u308c\u3070\u3088\u3044\u304b\u306b\u3064\u3044\u3066\u8b70\u8ad6\u3057\u307e\u3057\u305f\u3002<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<a href=\"https:\/\/omdia.tech.informa.com\/\" target=\"_blank\" rel=\"noopener\">Omdia<\/a> \u306e\u4e3b\u5e2d\u30a2\u30ca\u30ea\u30b9\u30c8\u3067\u3001\u30d1\u30cd\u30eb\u306e\u30e2\u30c7\u30ec\u30fc\u30bf\u30fc\u3092\u52d9\u3081\u308b Mila D&#8217;Antonio \u6c0f\u306f\u3001\u300c\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u5358\u306b\u52b9\u7387\u5316\u3084\u6709\u52b9\u6027\u306e\u305f\u3081\u306b\u4f7f\u3046\u306e\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u6539\u5584\u3057\u3001\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306b\u4f7f\u3046\u4f01\u696d\u304c\u6210\u529f\u3059\u308b\u306e\u3067\u3059\u300d\u3068\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p>D&#8217;Antonio \u306f\u3001\u307e\u3082\u306a\u304f\u767a\u8868\u3055\u308c\u308b Omdia \u306e\u8abf\u67fb\u30ec\u30dd\u30fc\u30c8\u300c2022\u5e74 \u30c7\u30b8\u30bf\u30eb\u30d5\u30a1\u30fc\u30b9\u30c8\u306e\u9867\u5ba2\u4f53\u9a13\u300d\u3092\u7d39\u4ecb\u3057\u3001<a href=\"https:\/\/www.genesys.com\/article\/seven-ways-to-deliver-leading-digital-customer-service\">\u9867\u5ba2\u4f53\u9a13\uff08CX\uff09\u306e\u30c7\u30b8\u30bf\u30eb\u30d5\u30a1\u30fc\u30b9\u30c8\u306a\u30a2\u30d7\u30ed\u30fc\u30c1<\/a>\u3078\u79fb\u884c\u3059\u308b\u4f01\u696d\u3092\u60a9\u307e\u305b\u3066\u3044\u308b 3 \u3064\u306e\u554f\u984c\u70b9\u3092\u6d6e\u304d\u5f6b\u308a\u306b\u3057\u307e\u3057\u305f\u3002\uff08\u3053\u306e\u8abf\u67fb\u306f\u3001200\u4eba\u4ee5\u4e0a\u306e CX \u30a8\u30ad\u30b9\u30d1\u30fc\u30c8\u3092\u5bfe\u8c61\u3068\u3057\u3066\u3044\u307e\u3059\u3002\uff09<\/p>\n<ol>\n<li><span style=\"font-weight: 400;\">\u00a0\u6d1e\u5bdf\u529b\u306e\u6b20\u5982<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u00a0\u8907\u96d1\u3059\u304e\u308b<\/span><\/li>\n<li><span style=\"font-weight: 400;\">\u00a0\u30c7\u30b8\u30bf\u30eb\u5316\u306e\u9045\u308c <\/span><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<\/ol>\n<p>\u307e\u305f\u3001\u3053\u306e\u8abf\u67fb\u3067\u306f\u30013 \u3064\u306e\u91cd\u8981\u306a\u7d71\u8a08\u304c\u8b70\u8ad6\u306e\u67a0\u7d44\u307f\u3092\u4f5c\u308a\u307e\u3057\u305f\u3002<\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">\u8abf\u67fb\u5bfe\u8c61\u306eCX\u30d7\u30ed\u30d5\u30a7\u30c3\u30b7\u30e7\u30ca\u30eb\u306e 61 %\u306f\u3001\u9867\u5ba2\u3068\u30c1\u30e3\u30cd\u30eb\u3092\u307e\u305f\u3044\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u65b9\u6cd5\u3067\u95a2\u308f\u308b\u3053\u3068\u304c\u3067\u304d\u306a\u3044\u3002<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> 55 %\u306f\u3001\u30d7\u30ed\u30a2\u30af\u30c6\u30a3\u30d6\u3067\u3001\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30c8\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u3092\u53ef\u80fd\u306b\u3059\u308b\u30c4\u30fc\u30eb\u304c\u4e0d\u8db3\u3057\u3066\u3044\u308b\u3002\u00a0\u00a0<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> 36% \u304c\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a4\u30f3\u30b5\u30a4\u30c8\u3068\u30b8\u30e3\u30fc\u30cb\u30fc\u30c7\u30fc\u30bf\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u306a\u3044<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">\u3053\u308c\u3089\u306e\u8abf\u67fb\u7d50\u679c\u306f\u3001\u300c\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u300d\u3068\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/building-the-business-case-for-an-omnichannel-contact-center\">\u30c1\u30e3\u30cd\u30eb\u9593\u306e\u4e00\u8cab\u6027<\/a>\u300d\u3068\u3044\u3046\u96e3\u3057\u3044\u554f\u984c\u306b\u95a2\u9023\u3057\u3066\u3044\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u512a\u308c\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306b\u3001\u3053\u306e 2 \u3064\u306e\u8ab2\u984c\u3092\u540c\u6642\u306b\u89e3\u6c7a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/span><\/p>\n<p>2021 \u5e74\u306b\u30b8\u30a7\u30cd\u30b7\u30b9\u304c <a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx-report\">690 \u4eba\u306e CX \u30ea\u30fc\u30c0\u30fc\u3092\u5bfe\u8c61\u306b\u884c\u3063\u305f\u8abf\u67fb<\/a>\u3067\u306f\u3001\u56de\u7b54\u8005\u306e 45\uff05 \u304c\u3001\u81ea\u793e\u306f\u6975\u3081\u3066\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u3092\u63d0\u4f9b\u3057\u3066\u3044\u308b\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u7d50\u679c\u304b\u3089\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306f\u9032\u3093\u3067\u3044\u308b\u3068\u8a00\u3048\u308b\u3067\u3057\u3087\u3046\u3002\u3057\u304b\u3057\u3001\u305d\u308c\u306f\u30c1\u30e3\u30cd\u30eb\u3092\u307e\u305f\u3044\u3067\u884c\u308f\u308c\u3066\u3044\u308b\u306e\u3067\u3057\u3087\u3046\u304b\uff1f\u4f01\u696d\u306f\u3001\u3059\u3079\u3066\u306e\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306e\u30c7\u30fc\u30bf\u3092\u7d71\u5408\u3057\u3001\u5404\u30c1\u30e3\u30cd\u30eb\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u3092\u5b9f\u73fe\u3059\u308b\u3053\u3068\u306f\u3001\u591a\u304f\u306e\u4f01\u696d\u306b\u3068\u3063\u3066\u4f9d\u7136\u3068\u3057\u3066\u8ab2\u984c\u3067\u3042\u308a\u3001D&#8217;Antonio \u6c0f\u304c\u6319\u3052\u305f\u554f\u984c\u306f\u3001\u305d\u306e\u7406\u7531\u306e\u6838\u5fc3\u306b\u89e6\u308c\u308b\u3082\u306e\u3067\u3059\u3002<\/p>\n<h5><strong>\u8ab2\u984c 1 : \u30a4\u30f3\u30b5\u30a4\u30c8\u306e\u4e0d\u8db3<\/strong><\/h5>\n<p>Omdia \u306e\u8abf\u67fb\u306b\u53c2\u52a0\u3057\u305f CX \u30d7\u30ed\u30d5\u30a7\u30c3\u30b7\u30e7\u30ca\u30eb\u306e\u591a\u304f\u304c\u3001\u30c7\u30fc\u30bf\u306e\u53ef\u8996\u6027\u3068\u76f2\u70b9\u306b\u3064\u3044\u3066\u8ab2\u984c\u3068\u3057\u3066\u6307\u6458\u3057\u3066\u3044\u308b\u3053\u3068\u3092\u8e0f\u307e\u3048\u3001D\u2019Antonio \u306f\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u9593\u306e\u30c7\u30fc\u30bf\u30a2\u30af\u30bb\u30b9\u306e\u4fa1\u5024\u3082\u5f37\u8abf\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">55% \u306e\u56de\u7b54\u8005\u304c\u3001\u30b5\u30a4\u30ed\u306b\u3088\u3063\u3066\u30c7\u30fc\u30bf\u306e\u5168\u4f53\u50cf\u304c\u898b\u3048\u306a\u3044\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/li>\n<li><span style=\"font-weight: 400;\">42% \u304c\u7570\u7a2e\u30b7\u30b9\u30c6\u30e0\u306e\u30c7\u30fc\u30bf\u30bd\u30fc\u30b9\u3092\u7d71\u5408\u3067\u304d\u306a\u3044<\/span><\/li>\n<li><span style=\"font-weight: 400;\">40% \u304c\u30c1\u30e3\u30cd\u30eb\u9593\u3067\u540c\u3058\u9867\u5ba2\u3092\u8b58\u5225\u3067\u304d\u306a\u3044<\/span><\/li>\n<li><span style=\"font-weight: 400;\">38% \u9867\u5ba2\u30d7\u30ed\u30d5\u30a1\u30a4\u30eb\u304c\u7d71\u4e00\u3055\u308c\u3066\u3044\u306a\u3044<\/span><\/li>\n<\/ul>\n<p>\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306b\u304a\u3044\u3066\u306f\u3001\u30c7\u30fc\u30bf\u3092\u7d50\u3073\u3064\u3051\u308b\u3053\u3068\u306e\u91cd\u8981\u6027\u306f\u3044\u304f\u3089\u5f37\u8abf\u3057\u3066\u3082\u3001\u3057\u3059\u304e\u308b\u3053\u3068\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u30c1\u30e3\u30cd\u30eb\u3092\u8d85\u3048\u3066\u751f\u6210\u3055\u308c\u308b\u30c7\u30fc\u30bf\u3092\u7d71\u5408\u3059\u308c\u3070\u30011\u56de\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u8d85\u3048\u305f\u9867\u5ba2\u50cf\u3092\u898b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u305d\u3046\u3059\u308c\u3070\u3001\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u52aa\u529b\u3092\u6700\u5c0f\u9650\u306b\u6291\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u63a5\u7d9a\u3055\u308c\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u898b\u3089\u308c\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u4f7f\u7528\u3059\u308c\u3070\u3001\u73fe\u5834\u306e\u30b9\u30bf\u30c3\u30d5\u306f CX \u3092\u3088\u308a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u3001\u9867\u5ba2\u306b\u3068\u3063\u3066\u6709\u610f\u7fa9\u306a\u7d50\u679c\u306b\u5c0e\u304f\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002<\/p>\n<p>\u4f01\u696d\u306f\u3001\u30c7\u30fc\u30bf\u306e\u76f2\u70b9\u3067\u3042\u308b\u30b5\u30a4\u30ed\u5316\u3057\u305f\u30c1\u30e3\u30cd\u30eb\u6226\u7565\u3092\u4fee\u6b63\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u306a\u306e\u304b\u3001\u30b5\u30fc\u30d3\u30b9\u306a\u306e\u304b\u3001\u3042\u308b\u3044\u306f\u305d\u306e\u4e21\u65b9\u306a\u306e\u304b\uff1f\u3053\u308c\u3089\u306e\u30c1\u30fc\u30e0\u306f\u3001\u30c7\u30b8\u30bf\u30eb\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u7279\u5b9a\u306e\u8db3\u8de1\u306b\u95a2\u3059\u308b\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3057\u3066\u3044\u307e\u3059\u304c\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/reporting-integration-and-export\">\u4f01\u696d\u306f\u3053\u308c\u3089\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u6a2a\u65ad\u7684\u306b\u898b\u308b\u305f\u3081\u306e\u30c4\u30fc\u30eb\u304c\u5fc5\u8981<\/a>\u3067\u3059\u3002\u307e\u305f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30c7\u30fc\u30bf\u3092\u7d71\u5408\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u30c1\u30e3\u30cd\u30eb\u6226\u7565\u3092\u30ea\u30f3\u30af\u3055\u305b\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002API \u3068\u30b3\u30f3\u30dd\u30fc\u30b6\u30d6\u30eb CX \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u3053\u308c\u3089\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30ea\u30f3\u30af\u3055\u305b\u308b\u30a4\u30f3\u30d5\u30e9\u3092\u69cb\u7bc9\u3057\u3001\u8fc5\u901f\u306b\u62e1\u5f35\u3059\u308b\u3053\u3068\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002<\/p>\n<p>\u9006\u306b\u3044\u3048\u3070\u3001\u4f01\u696d\u306f\u30c7\u30fc\u30bf\u3092\u4f7f\u3046\u3053\u3068\u306b\u3088\u308a\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u505c\u6ede\u3055\u305b\u308b\u7279\u5b9a\u306e\u77ac\u9593\u3092\u7279\u5b9a\u3057\u3001\u9867\u5ba2\u96e2\u308c\u306a\u3069\u306e\u554f\u984c\u3092\u767a\u898b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u767a\u898b\u3055\u308c\u305f\u554f\u984c\u3092\u4fee\u6b63\u3059\u308b\u3053\u3068\u3067\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u6539\u5584\u3059\u308b\u6a5f\u4f1a\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h5><strong>\u8ab2\u984c 2 : \u8907\u96d1\u3059\u304e\u308b\u3053\u3068<\/strong><\/h5>\n<p>\u8907\u96d1\u3055\u3082\u307e\u305f\u3001\u4f01\u696d\u304c\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3059\u308b\u4e0a\u3067\u969c\u5bb3\u3068\u306a\u308b\u554f\u984c\u3060\u3068\u3001D\u2019Antonio \u3000\u306f\u6307\u6458\u3059\u308b\u3002Omdia \u306b\u3088\u308b\u3068\u3001\u56de\u7b54\u8005\u306e 49\uff05 \u304c\u3001\u81ea\u793e\u3067\u306f\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3054\u3068\u306b\u8907\u6570\u306e\u30a4\u30f3\u30bf\u30fc\u30d5\u30a7\u30fc\u30b9\u3084\u30b7\u30b9\u30c6\u30e0\u3092\u5229\u7528\u3057\u3066\u3044\u308b\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u4e00\u3064\u306e\u554f\u984c\u3092\u89e3\u6c7a\u3059\u308b\u305f\u3081\u306b\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u7570\u306a\u308b\u30b7\u30b9\u30c6\u30e0\u306b\u30ed\u30b0\u30a4\u30f3\u3057\u305f\u308a\u3001\u30ed\u30b0\u30a2\u30a6\u30c8\u3059\u308b\u3068\u3001\u975e\u52b9\u7387\u7684\u306a\u4f5c\u696d\u304c\u767a\u751f\u3057\u307e\u3059\u3002\u4f01\u696d\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fc5\u8981\u306a\u60c5\u5831\u306b\u3088\u308a\u5bb9\u6613\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u4f7f\u7528\u3057\u306a\u304f\u3066\u306f\u306a\u308a\u307e\u305b\u3093\u3002\u7d71\u4e00\u3055\u308c\u305f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30dd\u30a4\u30f3\u30c8\u3092\u7528\u610f\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3055\u3089\u306b\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/genesys-cloud-ai-journey\">\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09<\/a>\u3082\u5c0e\u5165\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30b3\u30fc\u30c1\u30f3\u30b0\u3084\u3001\u6b21\u306e\u30d9\u30b9\u30c8\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u63a8\u5968\u3057\u3066\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001CX \u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306b\u4e0d\u53ef\u6b20\u306a\u30dc\u30c3\u30c8\u4f5c\u6210\u8005\u306e\u3088\u3046\u306a\u5f93\u696d\u54e1\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u3067\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n<p><span style=\"font-weight: 400;\"> CX \u5909\u9769\u306e\u30ea\u30fc\u30c0\u30fc\u3068\u3055\u308c\u308b\u4f01\u696d\u306e 6 \u5272\u8fd1\u304f\u304c\u3001\u30c7\u30b8\u30bf\u30eb\u5316\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3001\u81ea\u52d5\u5316\u306b AI \u3092\u6d3b\u7528\u3057\u3066\u307e\u3059\u3002\u307e\u305f\u300142% \u304c CX \u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u306b AI \u3092\u5229\u7528\u3057\u3066\u3044\u307e\u3059\u3002<\/span><\/p>\n<p>\u79c1\u306f\u3001&#8221;AI everywhere&#8221;\u3001\u3068\u3001\u305d\u308c\u306b\u4f34\u3046\u3001&#8221;Knowledge everywhere&#8221; \u3092\u4e88\u60f3\u3057\u3066\u3044\u307e\u3059\u3002\u9867\u5ba2\u306e\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3092\u652f\u63f4\u3059\u308b\u3053\u3068\u3067\u3001CX \u306e\u8907\u96d1\u3055\u3092\u8efd\u6e1b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u540c\u69d8\u306b\u91cd\u8981\u306a\u3053\u3068\u306f\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u304c\u5fc5\u8981\u306a\u60c5\u5831\u306b\u3001\u5fc5\u8981\u306a\u6642\u306b\u30a2\u30af\u30bb\u30b9\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u9867\u5ba2\u5bfe\u5fdc\u306e\u52b9\u7387\u5316\u3092\u306f\u304b\u308a\u3001\u3088\u308a\u512a\u308c\u305f\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3055\u305b\u3001\u8907\u96d1\u3055\u3092\u8efd\u6e1b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e AI \u306b\u3088\u308b\u30c7\u30fc\u30bf\u3078\u306e\u30a2\u30af\u30bb\u30b9\u3092\u73fe\u5834\u306e\u30b9\u30bf\u30c3\u30d5\u3084\u9867\u5ba2\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3001CX \u306e\u5411\u4e0a\u306b\u306f\u6b20\u304b\u305b\u307e\u305b\u3093\u3002\u3042\u308b\u5927\u624b\u91d1\u878d\u30b5\u30fc\u30d3\u30b9\u4f1a\u793e\u304c\u3001\u305d\u308c\u3092\u8a3c\u660e\u3057\u3066\u3044\u307e\u3059\u3002AI \u3092\u6d3b\u7528\u3057\u305f\u691c\u7d22\u30c4\u30fc\u30eb\u3092\u7acb\u3061\u4e0a\u3052\u3066\u4ee5\u6765\u3001\u3053\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u306f 150 \u4e07\u4ef6\u4ee5\u4e0a\u306e\u554f\u3044\u5408\u308f\u305b\u304c\u3042\u308a\u3001\u305d\u306e 90% \u4ee5\u4e0a\u304c\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3067\u554f\u984c\u3092\u89e3\u6c7a\u3057\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u30b9\u30bf\u30c3\u30d5\u306f\u3001\u5805\u7262\u306a\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u4f5c\u308b\u305f\u3081\u306b\u5fc5\u8981\u306a\u60c5\u5831\u3092\u6301\u3063\u3066\u3044\u307e\u3057\u305f\u3002\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u306b\u5fc5\u8981\u306a\u5341\u5206\u306a\u60c5\u5831\u3092\u304a\u5ba2\u69d8\u306b\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u305f\u3081\u3001\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u30a8\u30b9\u30ab\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u308b\u3053\u3068\u304c\u306a\u3044\u308f\u3051\u3067\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u7d50\u679c\u306f\u3001\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u3001\u53ce\u76ca\u306e\u5411\u4e0a\u306b\u3082\u3064\u306a\u304c\u308a\u307e\u3059\u3002<\/p>\n<h5><strong>\u8ab2\u984c 3 : \u30c7\u30b8\u30bf\u30eb\u5316\u306e\u9045\u308c<\/strong><\/h5>\n<p>\u30d1\u30cd\u30eb\u30c7\u30a3\u30b9\u30ab\u30c3\u30b7\u30e7\u30f3\u306e\u30c6\u30fc\u30de\u306f\u3001\u9ad8\u54c1\u8cea\u306a\u30c7\u30b8\u30bf\u30eb\u4f53\u9a13\u3092\u63d0\u4f9b\u3059\u308b\u305f\u3081\u306e\u4f01\u696d\u306e\u6e96\u5099\u30ec\u30d9\u30eb\u304c\u3001\u9867\u5ba2\u306e\u671f\u5f85\u3092\u3069\u306e\u7a0b\u5ea6\u4e0a\u56de\u3063\u3066\u3044\u308b\u304b\u3068\u3044\u3046\u3053\u3068\u3067\u3057\u305f\u3002Omdia \u306e\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u4ee5\u4e0b\u306e\u901a\u308a\u3067\u3059\u3002<\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">53% \u306e\u56de\u7b54\u8005\u304c\u3001\u5f93\u696d\u54e1\u306b\u5fc5\u8981\u306a\u30c7\u30b8\u30bf\u30eb\u6559\u80b2\u304c\u4e0d\u8db3\u3057\u3066\u3044\u308b\u3068\u56de\u7b54<\/span><\/li>\n<li><span style=\"font-weight: 400;\"> 47% \u304c\u300c\u30c7\u30b8\u30bf\u30eb\u306e\u5c0e\u5165\u304c\u9045\u3059\u304e\u308b\u300d\u3068\u56de\u7b54<\/span><\/li>\n<li><span style=\"font-weight: 400;\">45% \u304c\u7d44\u7e54\u5168\u4f53\u3067\u5f93\u696d\u54e1\u306e\u6280\u8853\u7684\u77e5\u8b58\u304c\u4e0d\u8db3\u3057\u3066\u3044\u308b\u3068\u56de\u7b54<\/span><\/li>\n<li><span style=\"font-weight: 400;\">38% \u304c\u6700\u65b0\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3084\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3078\u306e\u6295\u8cc7\u306b\u6d88\u6975\u7684\u3067\u3042\u308b\u3068\u56de\u7b54<\/span><\/li>\n<\/ul>\n<p>\u3053\u3053\u3067\u8003\u616e\u3059\u3079\u304d\u306f\u30012 \u70b9\u3042\u308a\u307e\u3059\u3002\u305d\u308c\u306f\u3001\u300c\u73fe\u5728\u306e\u4eba\u6750\u4e89\u596a\u6226\u306e\u72b6\u6cc1\u300d\u3068\u3001\u300c\u5f93\u696d\u54e1\u306e\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u304a\u3088\u3073\u30ea\u30c6\u30f3\u30b7\u30e7\u30f3\u3092\u898b\u76f4\u3059\u5fc5\u8981\u6027\u300d\u3067\u3059\u30021 \u3064\u306e\u65b9\u6cd5\u3067\u3001\u3053\u306e 2 \u3064\u306e\u8ab2\u984c\u4e21\u65b9\u306b\u5bfe\u51e6\u3067\u304d\u307e\u3059\u3002\u305d\u308c\u306f\u3001\u5f93\u696d\u54e1\u304c\u500b\u4eba\u306e\u30c7\u30d0\u30a4\u30b9\u3067\u4f53\u9a13\u3059\u308b\u306e\u3068\u540c\u3058\u3088\u3046\u306b\u3001\u8077\u5834\u3067\u3082\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306b\u95a2\u3059\u308b\u7d4c\u9a13\u3092\u7a4d\u3080\u3053\u3068\u3067\u3059\u3002<\/p>\n<p><a href=\"https:\/\/www.genesys.com\/report\/the-connected-customer-experience\">70% 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Enterprise Connect 2022 \u306b\u3066\u3001\u300cMeeting new CX digital-first mandate: Are you leading or falling behind?\u300d\u3068 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