{"id":559749,"date":"2025-04-01T21:31:29","date_gmt":"2025-04-02T04:31:29","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=559749"},"modified":"2025-04-06T22:22:16","modified_gmt":"2025-04-07T05:22:16","slug":"unleashing-the-power-of-customer-journey-orchestration","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/unleashing-the-power-of-customer-journey-orchestration","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u6700\u5927\u9650\u306b\u6d3b\u7528\u3059\u308b\u65b9\u6cd5"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section full_width=&#8221;stretch_row&#8221;][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\u73fe\u5728\u306e\u9867\u5ba2\u306f\u81ea\u5206\u3067\u30c1\u30e3\u30cd\u30eb\u3092\u9078\u3093\u3067\u3001\u30b7\u30f3\u30d7\u30eb\u3067\u3064\u306a\u304c\u308a\u306e\u3042\u308b\u4f53\u9a13\u3092\u901a\u3057\u3066\u3001\u30b5\u30fc\u30d3\u30b9\u3092\u5229\u7528\u3057\u3001\u8cfc\u5165\u76ee\u7684\u3092\u9054\u6210\u3057\u305f\u3044\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u4f01\u696d\u304c\u81ea\u5206\u306e\u3053\u3068\u3084\u5834\u6240\u3001\u76ee\u7684\u3092\u7406\u89e3\u3057\u3001\u30b7\u30f3\u30d7\u30eb\u306a\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u304f\u308c\u308b\u3053\u3068\u3092\u3001\u9867\u5ba2\u306f\u671f\u5f85\u3057\u3066\u3044\u307e\u3059\u3002\u305d\u3053\u3067\u3001<strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u51fa\u756a<\/strong>\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3068\u306f\u9867\u5ba2\u884c\u52d5\u3092\u7d71\u5408\u7684\u306b\u5206\u6790\u3001\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3051\u308b\u3084\u308a\u53d6\u308a\uff08\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\uff09\u3092\u6700\u9069\u5316\u3057\u3001\u9867\u5ba2\u4f53\u9a13\u306e\u6700\u5927\u5316\u3092\u76ee\u6307\u3059\u3053\u3068\u3067\u3059\u3002<\/p>\n<p>\u306a\u305c\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306a\u306e\u3067\u3057\u3087\u3046\u304b\u3002\u305d\u3057\u3066\u3001\u306a\u305c\u4eca\u306a\u306e\u3067\u3057\u3087\u3046\u304b\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u9867\u5ba2\u3092\u8a98\u5c0e\u3059\u308b\u30a2\u30d7\u30ed\u30fc\u30c1\u306e 1 \u3064\u3067\u3059\u3002\u30d6\u30e9\u30f3\u30c9\u3068\u306e\u552f\u4e00\u7121\u4e8c\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001\u6bce\u56de\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u304c\u9069\u5207\u3067\u30bf\u30a4\u30e0\u30ea\u30fc\u3001\u30cb\u30fc\u30ba\u306b\u30de\u30c3\u30c1\u3057\u305f\u3082\u306e\u306b\u306a\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u4f7f\u7528\u3057\u305f\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306f\u4f55\u304b\u3092\u7406\u89e3\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u4f01\u696d\u304c\u5f93\u6765\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u304b\u3089\u9032\u5316\u3057\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3078\u767a\u5c55\u3059\u308c\u3070\u3001\u30d3\u30b8\u30cd\u30b9\u4e2d\u5fc3\u306e\u8003\u3048\u65b9\u304b\u3089\u4eba\u4e2d\u5fc3\u306e\u8003\u3048\u65b9\u3078\u306e\u5909\u9769\u304c\u8d77\u304d\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/what-is-cx\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff08CX\uff09<\/a>\u3092\u6700\u5927\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u306e\u30d6\u30ed\u30b0\u3067\u306f\u3001\u305d\u306e\u3088\u3046\u306a\u9032\u5316\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u9032\u5316\u306f\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/experience-orchestration\">AI \u30d9\u30fc\u30b9\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3<\/a>\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3001\u30c4\u30fc\u30eb\u3092\u6d3b\u7528\u3057\u306a\u3051\u308c\u3070\u4e0d\u53ef\u80fd\u3067\u3059\u3002<\/p>\n<p><strong>\u76ee\u6b21<\/strong><\/p>\n<ul>\n<li><a href=\"#why-journey\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u304c\u91cd\u8981\u3067\u3042\u308b\u7406\u7531<\/a><\/li>\n<li><a href=\"#internal-challenges\">\u793e\u5185\u306e\u8ab2\u984c\u3078\u306e\u5bfe\u51e6<\/a><\/li>\n<li><a href=\"#data-conversion\">\u7570\u7a2e\u30c7\u30fc\u30bf\u3092\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30c7\u30fc\u30bf\u306b\u5909\u63db<\/a><\/li>\n<li><a href=\"#journey-management\">\u9867\u5ba2\u306e\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3059\u308b\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8<\/a><\/li>\n<li><a href=\"#journey-mapping\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30de\u30c3\u30d4\u30f3\u30b0\u3068\u5206\u6790<\/a><\/li>\n<li><a href=\"#orchestration-evolution\">\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u304b\u3089\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3078\u306e\u9032\u5316<\/a><\/li>\n<li><a href=\"#outcome-oriented\">\u6210\u679c\u306b\u76f4\u7d50\u3059\u308b\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3<\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2 id=\"why-journey\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u304c\u91cd\u8981\u3067\u3042\u308b\u7406\u7531<\/h2>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3068\u306f\u3001\u5f93\u6765\u306e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30d5\u30a1\u30cd\u30eb\u304b\u3089\u9032\u5316\u3057\u305f\u3001\u9867\u5ba2\u304c\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u3092\u77e5\u3063\u305f\u3068\u3053\u308d\u304b\u3089\u3001\u8cfc\u5165\u30fb\u5229\u7528\u3057\u3001\u8a55\u4fa1\u3001\u62e1\u6563\u3001\u518d\u8cfc\u5165\u3059\u308b\u306a\u3069\u306e\u6d41\u308c\u3092\u300c\u65c5\u300d\u306b\u306a\u305e\u3089\u3048\u305f\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u7528\u8a9e\u3067\u3059\u3002\u8fd1\u5e74\u3001<strong>\u30c7\u30b8\u30bf\u30eb\u30c8\u30e9\u30f3\u30b9\u30d5\u30a9\u30fc\u30e1\u30fc\u30b7\u30e7\u30f3\u3001\u6a5f\u68b0\u5b66\u7fd2\u3001\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306e\u767a\u5c55<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/meet-the-future-with-ai-powered-experience-orchestration\">Meet the Future with AI-Powered Experience Orchestration<\/a>\u300d\uff09\u306b\u3088\u308a\u3001<strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u304c\u5927\u5e45\u306b\u9032\u5316<\/strong>\u3057\u307e\u3057\u305f\u3002\u3053\u308c\u307e\u3067\u3001\u4f01\u696d\u306f\u4e3b\u306b\u30bb\u30fc\u30eb\u30b9\u30d5\u30a1\u30cd\u30eb\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u306b\u4e3b\u773c\u3092\u7f6e\u304d\u3001\u8a8d\u77e5\u304b\u3089\u8cfc\u5165\u3078\u9867\u5ba2\u3092\u8a98\u5c0e\u3057\u3066\u3044\u307e\u3057\u305f\u3002\u3057\u304b\u3057\u3001<strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306f<\/strong>\u30bb\u30fc\u30eb\u30b9\u30d5\u30a1\u30cd\u30eb\u306e\u67a0\u3092\u8d85\u3048\u3001<strong>\u4f01\u696d\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30e9\u30a4\u30d5\u30b5\u30a4\u30af\u30eb\u5168\u4f53\u306b\u5e83\u304c\u3063\u3066\u3044\u307e\u3059<\/strong>\u3002<\/p>\n<p>\u4eca\u65e5\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u81a8\u5927\u306a\u91cf\u306e\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u5206\u6790\u3057\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306b\u5b9f\u884c\u53ef\u80fd\u306a\u30a4\u30f3\u30b5\u30a4\u30c8\u6a5f\u80fd\u3092\u642d\u8f09\u3057\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u6a5f\u80fd\u3092\u6d3b\u7528\u3059\u308c\u3070\u3001\u4f8b\u3048\u3070\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u30ad\u30e3\u30f3\u30da\u30fc\u30f3\u3001\u30e1\u30c3\u30bb\u30fc\u30b8\u30f3\u30b0\u3001\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u500b\u3005\u306e\u9867\u5ba2\u306e\u60c5\u5831\u3001\u884c\u52d5\u3001\u50be\u5411\u306b\u9069\u5fdc\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u306b\u3088\u308a\u3001<strong>\u9867\u5ba2\u304c\u4f53\u9a13\u3059\u308b\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u7d99\u7d9a\u7684\u306b\u8abf\u6574<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/evolve-cx-with-customer-journey-mapping-and-analytics\">Evolve CX with Customer Journey Mapping and Analytics<\/a>\u300d\uff09\u3057\u3066\u3001\u6bce\u56de\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u6700\u9069\u5316\u3057\u3001<strong>\u53ef\u80fd\u306a\u9650\u308a\u52b9\u679c\u7684\u3067\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u3082\u306e\u306b\u3059\u308b<\/strong>\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u306e\u610f\u56f3\u3084\u4e8b\u696d\u3078\u306e\u5f71\u97ff\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306b\u628a\u63e1\u3059\u308b\u3053\u3068\u3067\u3001<strong>\u7d99\u7d9a\u7684\u306a\u6210\u529f\u306e\u30b5\u30a4\u30af\u30eb\u3092\u5b9f\u73fe\u3059\u308b<\/strong>\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u30b9\u30e0\u30fc\u30ba\u306a\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u306f\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u8abf\u6574\u3082\u5fc5\u8981\u3067\u3059\u3002<\/p>\n<p>\u95a2\u9023\u8a18\u4e8b\uff1a<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/unlocking-the-secrets-of-personalized-customer-journeys\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3092\u6210\u529f\u3055\u305b\u308b\u79d8\u8a23<\/a><\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"internal-challenges\">\u793e\u5185\u306e\u8ab2\u984c\u3078\u306e\u5bfe\u51e6<\/h2>\n<p><img decoding=\"async\" class=\"wp-image-443697 alignleft\" src=\"https:\/\/www.genesys.com\/media\/image_woman_in_contact_center_working-300x200.jpg\" alt=\"\" width=\"332\" height=\"221\" srcset=\"https:\/\/www.genesys.com\/media\/image_woman_in_contact_center_working-300x200.jpg 300w, https:\/\/www.genesys.com\/media\/image_woman_in_contact_center_working-216x144.jpg 216w, https:\/\/www.genesys.com\/media\/image_woman_in_contact_center_working-566x377.jpg 566w, https:\/\/www.genesys.com\/media\/image_woman_in_contact_center_working.jpg 1254w\" sizes=\"(max-width: 332px) 100vw, 332px\" \/><\/p>\n<p>\u30de\u30eb\u30c1\u30c1\u30e3\u30cd\u30eb\u306e<strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u6700\u9069\u5316\u306b\u304a\u3051\u308b\u8ab2\u984c\u306f<\/strong>\u3001\u307b\u3068\u3093\u3069\u306e\u4f01\u696d\u304c\u55b6\u696d\u3001\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u3001\u88fd\u54c1\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306a\u3069\u3001<strong>\u8077\u80fd\u5225\u306e\u7d44\u7e54\u3067\u69cb\u6210\u3055\u308c\u3066\u3044\u308b\u3053\u3068<\/strong>\u3067\u3059\u3002<\/p>\n<p>\u3053\u306e\u3088\u3046\u306a\u7d44\u7e54\u69cb\u9020\u3067\u306f\u3001\u540c\u3058\u8077\u80fd\u5185\u306a\u3089\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u3084\u30d7\u30ed\u30bb\u30b9\u306e\u5b9f\u884c\u304c\u53ef\u80fd\u3067\u3059\u304c\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/what-is-customer-loyalty-and-engagement\">\u9867\u5ba2\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8<\/a>\u3092\u628a\u63e1\u3057\u3088\u3046\u3068\u3059\u308b\u3068\u3001\u8907\u6570\u306e\u8077\u80fd\u306e\u9023\u643a\u304c\u5fc5\u8981\u306a\u305f\u3081\u3001\u554f\u984c\u304c\u751f\u3058\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001<strong>\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u3067\u9867\u5ba2\u304c\u8ff7\u8def\u306b\u8ff7\u3044\u8fbc\u3093\u3060\u3088\u3046\u306a\u4e8b\u614b\u306b\u306a\u308a\u304c\u3061<\/strong>\u3067\u3059\u3002\u307e\u305f\u3001\u9867\u5ba2\u306b\u81ea\u5206\u306e\u60c5\u5831\u3084\u610f\u56f3\u3092\u4f01\u696d\u306b\u4f55\u5ea6\u3082\u8aac\u660e\u3055\u305b\u308b\u3053\u3068\u306b\u306a\u308b\u305f\u3081\u3001\u5f37\u3044\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u5f15\u304d\u8d77\u3053\u3057\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u304c\u5927\u304d\u304f\u640d\u306a\u308f\u308c\u307e\u3059\u3002<strong>\u5fc5\u8981\u306a\u306e\u306f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30b9\u30e0\u30fc\u30ba\u306b\u5909\u3048\u308b\u305f\u3081\u306e\u8a2d\u8a08\u56f3<\/strong>\u3067\u3059\u3002<\/p>\n<h2><\/h2>\n<h2 id=\"data-conversion\">\u7570\u7a2e\u30c7\u30fc\u30bf\u3092<br \/>\n\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30c7\u30fc\u30bf\u306b\u5909\u63db<\/h2>\n<p>\u30a4\u30d9\u30f3\u30c8\u30c7\u30fc\u30bf\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30c7\u30fc\u30bf\u3092\u53ce\u96c6\u3001\u6574\u7406\u3001\u5897\u88dc\u3059\u308b\u3053\u3068\u304c\u53ef\u80fd\u3067\u3059\u3002\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u30c7\u30fc\u30bf\u3092\u5fae\u8abf\u6574\u3057\u3001\u4f5c\u6210\u3057\u305f<a href=\"https:\/\/www.genesys.com\/ja-jp\/definitions\/customer-journey-map\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7<\/a>\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u53ef\u8996\u5316\u3057\u305f\u30de\u30c3\u30d7\u3084\u56f3\uff09\u306b\u57fa\u3065\u3044\u3066\u3001\u62bd\u51fa\u3001\u5206\u6790\u3001\u5b9f\u884c\u53ef\u80fd\u306a\u30b8\u30e3\u30fc\u30cb\u30fc\u30c7\u30fc\u30bf\u3078\u5909\u63db\u3057\u307e\u3059\u3002<strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u6a5f\u80fd\u3092\u4f7f\u7528\u3059\u308b\u3068<\/strong>\u3001\u305d\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u304c\u3069\u306e\u3088\u3046\u306b\u5b9f\u884c\u3055\u308c\u3066\u3044\u308b\u304b\u3092\u78ba\u8a8d\u3057\u3001<strong>\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u3082\u3068\u306b\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059<\/strong>\u3002<\/p>\n<p>\u4f8b\u3048\u3070\u3001\u4f01\u696d\u3068\u30c7\u30b8\u30bf\u30eb\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u884c\u3063\u305f\u9867\u5ba2\u304c 1 \u65e5\u5f8c\u306b\u96fb\u8a71\u3092\u304b\u3051\u3066\u304f\u308b\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u305d\u306e\u5834\u5408\u3001\u30dc\u30c3\u30c8\u3092\u7d4c\u7531\u305b\u305a\u306b\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u306b\u76f4\u63a5\u8a71\u3059\u304b\u3001\u30b7\u30f3\u30d7\u30eb\u306a<a href=\"https:\/\/www.genesys.com\/blog\/post\/when-you-should-be-anti-self-service-in-customer-service\">\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u30fb\u30d7\u30ed\u30bb\u30b9<\/a>\u3092\u5229\u7528\u3059\u308b\u65b9\u304c\u7406\u60f3\u7684\u3067\u3059\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/when-you-should-be-anti-self-service-in-customer-service\">When You Should Be Anti-Self-Service in Customer Service<\/a>\u300d\uff09\u3002\u3053\u306e\u30d7\u30ed\u30bb\u30b9\u3092\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3059\u308b\u306b\u306f\u3001\u9867\u5ba2\u306e\u884c\u52d5\u306b\u95a2\u3059\u308b\u60c5\u5831\u3068\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u306e\u30d1\u30bf\u30fc\u30f3\u306e\u691c\u8a0e\u304c\u5fc5\u8981\u3067\u3059\u3002\u3053\u306e\u3088\u3046\u306b\u884c\u52d5\u3068\u610f\u56f3\u3092\u8a73\u7d30\u306b\u691c\u8a0e\u3059\u308b\u3053\u3068\u306f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u5065\u5168\u6027\u3068\u95a2\u9023\u6027\u306e\u8a3a\u65ad\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"journey-management\">\u9867\u5ba2\u306e\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3059\u308b\u305f\u3081\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8<\/h2>\n<p>\u9867\u5ba2\u306f\u305d\u308c\u305e\u308c\u306e\u76ee\u7684\u306b\u5411\u304b\u3063\u3066\u81ea\u5206\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u9032\u3093\u3067\u3044\u304d\u307e\u3059\u3002\u4f01\u696d\u306e\u4e88\u6e2c\u3084\u610f\u56f3\u306f\u8003\u616e\u3055\u308c\u307e\u305b\u3093\u3002<\/p>\n<p>\u3057\u304b\u3057\u3001<strong>\u9867\u5ba2\u306e\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3059\u308c\u3070\u3001\u4f01\u696d\u306f\u305d\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u9069\u5207\u306b\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3067\u304d\u307e\u3059<\/strong>\u3002\u305d\u3057\u3066\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u52b9\u679c\u304c\u6700\u3082\u767a\u63ee\u3055\u308c\u308b\u306e\u304c\u3001\u5305\u62ec\u7684\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30a2\u30d7\u30ed\u30fc\u30c1\u3092\u53d6\u308a\u5165\u308c\u305f\u3068\u304d\u3067\u3059\u3002\u305d\u306e\u4ed5\u7d44\u307f\u3092\u78ba\u8a8d\u3057\u307e\u3057\u3087\u3046\u3002<\/p>\n<p><strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306f<\/strong>\u3001\u5404\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3051\u308b\u5358\u4e00\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u6700\u9069\u5316\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001<strong>\u9867\u5ba2\u304c\u76ee\u7684\u3092\u9054\u6210\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u308b\u969b\u306b\u9032\u3080\u9053\u7b4b\u306b\u4e3b\u773c\u3092\u7f6e\u304d\u307e\u3059<\/strong>\uff08\u300c<a href=\"\/en-sg\/blog\/post\/what-is-customer-journey-management\">Customer Journey Management: Comprehensive Guide<\/a>\u300d\uff09\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u3055\u307e\u3056\u307e\u306a\u30dd\u30a4\u30f3\u30c8\u3067\u4f55\u304c\u8d77\u304d\u3066\u3044\u308b\u306e\u304b\u3001\u4f55\u306e\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u304c\u4f4e\u3044\u306e\u304b\u3001\u305d\u308c\u306f\u306a\u305c\u306a\u306e\u304b\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u3088\u3046\u306a\u9867\u5ba2\u306e\u884c\u52d5\u306e\u9053\u7b4b\u3092\u8996\u899a\u5316\u3059\u308c\u3070\u3001\u305d\u308c\u3092\u6e2c\u5b9a\u3001\u76e3\u8996\u3001\u5206\u6790\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u307e\u305f\u3001\u3053\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u6d3b\u7528\u3057\u3066\u5bfe\u7b56\u3092\u8b1b\u3058\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3055\u3089\u306b\u3001\u6b21\u306e\u30b9\u30c6\u30c3\u30d7\u3067\u6700\u9069\u306a\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u884c\u3059\u308b\u305f\u3081\u306b\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30ab\u30b9\u30bf\u30de\u30a4\u30ba\u3059\u308b\u3053\u3068\u3084\u3001\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3057\u3066\u3001\u3053\u308c\u3089\u3059\u3079\u3066\u3092\u5b9f\u884c\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u52b9\u679c\u7684\u306a\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u5411\u4e0a\u3092\u76ee\u7684\u3068\u3057\u305f\u793e\u5185\u306e\u9023\u643a\u3092\u4fc3\u9032\u3057\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u793e\u5916\u304b\u3089\u306e\u8996\u70b9\u3067\u3068\u3089\u3048\u308b\u305f\u3081\u306e\u57fa\u76e4\u306b\u3082\u306a\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306b\u3088\u308a\u3001<\/strong>\u4f01\u696d\u306f\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u306e\u76ee\u7684\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u306b\u5373\u3057\u305f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3057\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6210\u679c\u3092\u5411\u4e0a\u3055\u305b\u3089\u308c\u307e\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6700\u9069\u306a\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3044\u3066\u3001<strong>\u6700\u3082\u52b9\u679c\u7684\u306a\u30c1\u30e3\u30cd\u30eb\u3092\u901a\u3058\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306b\u898b\u8fbc\u307f\u9867\u5ba2\u3084\u9867\u5ba2\u3092\u7372\u5f97\u3067\u304d\u307e\u3059<\/strong>\u3002<\/p>\n<p>\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u5404\u9867\u5ba2\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u5168\u4f53\u3092\u5229\u7528\u3059\u308b\u305f\u3081\u3001\u4f01\u696d\u306f\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6539\u5584\u7b56\u3092\u5224\u65ad\u3057\u3001\u6210\u679c\u3092\u4fc3\u9032\u3057\u3001\u8a73\u7d30\u306a\u30ec\u30d9\u30eb\u306b\u307e\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p>\n<h2 id=\"journey-mapping\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30de\u30c3\u30d4\u30f3\u30b0\u3068\u5206\u6790<\/h2>\n<p><img decoding=\"async\" class=\" wp-image-563779 alignleft\" src=\"https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img-300x167.jpg\" alt=\"\" width=\"375\" height=\"209\" srcset=\"https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img-300x167.jpg 300w, https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img-259x144.jpg 259w, https:\/\/www.genesys.com\/media\/customer-journey-mgmt-pillar-hero-img.jpg 792w\" sizes=\"(max-width: 375px) 100vw, 375px\" \/>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30de\u30c3\u30d4\u30f3\u30b0\u306f\u3001\u9867\u5ba2\u304c\u3042\u308b\u76ee\u7684\u3092\u9054\u6210\u3057\u3088\u3046\u3068\u3057\u3066\u3044\u308b\u969b\u306e\u3001\u3042\u3089\u3086\u308b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3051\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u8996\u899a\u5316\u3057\u3066\u4f1d\u9054\u3059\u308b\u305f\u3081\u306e\u624b\u6bb5\u3067\u3059\u3002\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u9867\u5ba2\u306e\u884c\u52d5\u306b\u95a2\u3059\u308b\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u7372\u5f97\u3057\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u5404\u6bb5\u968e\u3092\u6700\u9069\u5316\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u6700\u521d\u306b\u3001<strong>\u3069\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u7ba1\u7406\u3001\u8ffd\u8de1\u3059\u308b\u304b\u3092\u6c7a\u5b9a<\/strong>\u3057\u307e\u3059\u3002\u9867\u5ba2\u3001\u9867\u5ba2\u306e\u76ee\u7684\u3001\u305d\u308c\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u4e2d\u5fc3\u3068\u3057\u3066\u4e8b\u696d\u5168\u4f53\u3092\u8abf\u6574\u3057\u3066\u521d\u3081\u3066\u3001\u4f01\u696d\u306f\u9867\u5ba2\u306e\u884c\u52d5\u306b\u5bfe\u3059\u308b\u7406\u89e3\u3092\u6df1\u3081\u3001\u591a\u304f\u306e\u60c5\u5831\u306b\u57fa\u3065\u3044\u3066 CX \u306e\u6700\u9069\u5316\u306b\u95a2\u3059\u308b\u610f\u601d\u6c7a\u5b9a\u3092\u4e0b\u3059\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u6b21\u306b\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u3044\u304f\u3064\u304b\u306e\u30d6\u30ed\u30c3\u30af\u306b\u5206\u3051\u3066\u30de\u30c3\u30d7\u3092\u4f5c\u6210\u3057\u3001<strong>\u9ad8\u3044\u30b3\u30b9\u30c8\u304c\u751f\u3058\u3066\u3044\u308b\u30d6\u30ed\u30c3\u30af\u3001\u9867\u5ba2\u306b\u4fa1\u5024\u3092\u63d0\u4f9b\u3057\u3066\u3044\u308b\u30d6\u30ed\u30c3\u30af\u306a\u3069\u306b\u6ce8\u76ee<\/strong>\u3057\u307e\u3059\u3002\u6700\u521d\u306b\u91cd\u70b9\u30dd\u30a4\u30f3\u30c8\u3092\u6c7a\u3081\u3066\u304a\u304f\u3068\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u8a2d\u8a08\u304c\u5bb9\u6613\u306b\u306a\u308a\u307e\u3059\u3002\u5b8c\u6210\u3057\u305f\u30de\u30c3\u30d7\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3092\u6700\u9069\u5316\u3059\u308b\u305f\u3081\u306e\u9aa8\u683c\u3068\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u306e\u884c\u52d5\u3092\u53ef\u8996\u5316\u3067\u304d\u305f\u3089\u3001\u305d\u308c\u304c<strong>\u306b\u3069\u306e\u3088\u3046\u306a\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u304b\u3092\u8a55\u4fa1<\/strong>\u3057\u307e\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u5206\u6790\u3059\u308b\u3053\u3068\u3067\u3001\u8cea\u554f\u306b\u8fc5\u901f\u306b\u56de\u7b54\u3057\u3001\u30c7\u30fc\u30bf\u306b\u57fa\u3065\u304f\u610f\u601d\u6c7a\u5b9a\u3092\u884c\u3048\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p>CX \u30ea\u30fc\u30c0\u30fc\u9054\u306f\u4ee5\u4e0b\u3092\u4f7f\u3063\u3066\u3001\u30d1\u30d5\u30a9\u30fc\u30de\u30f3\u30b9\u3092\u628a\u63e1\u3057\u3001\u5404\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6210\u529f\u3092\u4e88\u6e2c\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<ul>\n<li><strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u30de\u30a4\u30eb\u30b9\u30c8\u30fc\u30f3<\/strong><\/li>\n<li><strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u5185\u30b7\u30b0\u30ca\u30eb<\/strong><\/li>\n<li><strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6210\u529f\u6307\u6a19<\/strong><\/li>\n<\/ul>\n<p>\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u3001\u30cd\u30c3\u30c8\u30d7\u30ed\u30e2\u30fc\u30bf\u30fc\u30b9\u30b3\u30a2\uff08NPS\uff09\u3001\u9867\u5ba2\u6e80\u8db3\uff08CSAT\uff09\u3001\u7121\u884c\u52d5\u3001\u7d4c\u904e\u6642\u9593\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u30b8\u30e3\u30fc\u30cb\u30fc\u5185\u6307\u6a19\u304c\u3042\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u3069\u306e\u6307\u6a19\u3067\u3042\u308c\u3070\u3001\u5404\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6210\u529f\u3092\u6c7a\u5b9a\u4ed8\u3051\u308b\u91cd\u8981\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3092\u8a55\u4fa1\u3067\u304d\u308b\u306e\u304b\u3092\u7cbe\u67fb\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u6210\u529f\u306f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u7d42\u4e86\u6642\u306e\u6307\u6a19\uff08\u6e80\u8db3\u5ea6\u3001\u5b8c\u4e86\u7387\u3001\u30b3\u30b9\u30c8\u3001\u30a8\u30d5\u30a9\u30fc\u30c8\u30b9\u30b3\u30a2\u306a\u3069\uff09\u306b\u57fa\u3065\u3044\u3066\u7b97\u51fa\u3055\u308c\u308b<strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u30b9\u30b3\u30a2\u3067\u78ba\u8a8d<\/strong>\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u6307\u6a19\u304c\u5909\u52d5\u3059\u308b\u5834\u5408\u3001\u4f55\u304c\u3046\u307e\u304f\u3044\u3063\u3066\u3044\u306a\u3044\u306e\u304b\u3092\u7d44\u7e54\u5168\u4f53\u3067\u7cbe\u67fb\u3057\u3001\u7279\u5b9a\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u95a2\u9023\u3059\u308b\u6210\u679c\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30d5\u30a9\u30fc\u30c8\u3001\u521d\u56de\u89e3\u6c7a\u7387 = FCR\u3001\u30b5\u30fc\u30d3\u30b9\u30b3\u30b9\u30c8\u306a\u3069\uff09\u3078\u306e\u5f71\u97ff\u3082\u7c21\u5358\u306b\u4e88\u6e2c\u3067\u304d\u306a\u3051\u308c\u3070\u306a\u308a\u307e\u305b\u3093\u3002\u3053\u308c\u3089\u306e\u60c5\u5831\u304c\u3042\u308c\u3070\u3001\u3044\u3064\u3067\u3082\u5bfe\u7b56\u3092\u5b9f\u884c\u3057\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u6210\u679c\u3092\u6700\u9069\u5316\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u30b3\u30fc\u30eb\u30bb\u30f3\u30bf\u30fc\u306e\u91cd\u8981\u6307\u6a19\u3068KPI\u306b\u3064\u3044\u3066\u306f\u3053\u3061\u3089\u306e\u8a18\u4e8b\u3082\u53c2\u7167\u3057\u3066\u304f\u3060\u3055\u3044\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"orchestration-evolution\">\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u304b\u3089\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3078\u306e\u9032\u5316<\/h2>\n<p><strong>\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u306f\u3001\u9867\u5ba2\u3092\u30dd\u30a4\u30f3\u30c8 A \u304b\u3089 B \u306b\u8a98\u5c0e\u3059\u308b\u65b9\u6cd5\u306e\u8a2d\u8a08\u56f3<\/strong>\u3068\u306a\u308a\u307e\u3059\u3002\u4f01\u696d\u306f\u969c\u5bb3\u3068\u306a\u3063\u3066\u3044\u308b\u500b\u6240\u3068\u305d\u306e\u56de\u907f\u6cd5\u3092\u628a\u63e1\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306b\u5bfe\u3057\u3001<strong>\u8a2a\u554f\u8005\u304c\u8fc5\u901f\u306b\u76ee\u7684\u3092\u9054\u6210\u3067\u304d\u308b\u3088\u3046\u306b\u3059\u308b<\/strong>\u305f\u3081\u306b\u3001\u30c7\u30fc\u30bf\u3001\u30a4\u30f3\u30b5\u30a4\u30c8\u3001\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306e\u8abf\u6574\u3092\u30ac\u30a4\u30c9\u3059\u308b\u306e\u304c\u3001<strong>\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3<\/strong>\u3067\u3059\u3002<\/p>\n<p>AI \u30d9\u30fc\u30b9\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u30d7\u30ed\u30bb\u30b9\u3092\u81ea\u52d5\u5316\u3057\u3001\u30a8\u30f3\u30c9\u30c4\u30fc\u30a8\u30f3\u30c9\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6700\u9069\u5316\u3057\u307e\u3059\u3002<strong><a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/mastering-data-analytics-for-customer-experience-excellence\">\u30c7\u30fc\u30bf\u3001\u5206\u6790\u3001\u81ea\u52d5\u5316\u3001\u4eba<\/a><\/strong>\u3053\u3068\u306b\u3088\u308a\u3001\u4f01\u696d\u306f<strong>\u3042<\/strong>\u3089\u3086\u308b\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u306b\u304a\u3044\u3066\u3001\u9069\u5207\u306a\u60c5\u5831\u3092\u3001\u9069\u5207\u306a\u30bf\u30a4\u30df\u30f3\u30b0\u3067\u3001\u9069\u5207\u306a\u9867\u5ba2\u306b\u63d0\u4f9b\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u306e\u30ec\u30d9\u30eb\u307e\u3067\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3067\u304d\u308c\u3070\u3001<strong>\u9867\u5ba2\u4e00\u4eba\u3072\u3068\u308a\u304c\u7406\u89e3\u3055\u308c\u5927\u5207\u306b\u3055\u308c\u3066\u3044\u308b\u3068\u611f\u3058\u3089\u308c\u308b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u304c\u5b9f\u73fe<\/strong>\u3057\u307e\u3059\u3002<\/p>\n<p><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u5206\u6790\u3057\u3001\u660e\u3089\u304b\u306b\u306a\u3063\u305f\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u6d3b\u7528\u3059\u308c\u3070<\/strong>\u3001\u4f01\u696d\u306f\u30b7\u30fc\u30e0\u30ec\u30b9\u306b\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3057\u3066\u3001<strong>\u9867\u5ba2\u306e\u671f\u5f85\u3092\u8d85\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059<\/strong>\uff08\u300c<a href=\"https:\/\/www.genesys.com\/blog\/post\/what-is-customer-journey-analytics\">Everything You Need to Know About Customer Journey Analytics<\/a>\u300d\uff09\u3002\u6700\u7d42\u7684\u306b\u9867\u5ba2\u6e80\u8db3\u5ea6\u3084\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u306e\u5411\u4e0a\u3001\u9867\u5ba2\u3068\u306e\u9577\u671f\u7684\u306a\u95a2\u4fc2\u3092\u5b9f\u73fe\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>&nbsp;<\/p>\n<h2 id=\"outcome-oriented\">\u6210\u679c\u306b\u76f4\u7d50\u3059\u308b\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3<\/h2>\n<p><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u4f01\u696d\u306b\u3068\u3063\u3066\u5f37\u529b\u306a\u5dee\u5225\u5316\u8981\u56e0\u306e\u3072\u3068\u3064<\/strong>\u3067\u3059\u3002\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u65b9\u6cd5\u3084\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u8cea\u3092\u5de6\u53f3\u3059\u308b\u304b\u3089\u3067\u3059\u3002<\/p>\n<p>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30cd\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30d7\u30ed\u30b0\u30e9\u30e0\u306e\u91cd\u8981\u306a\u8981\u7d20\u3067\u3042\u308a\u3001\u7dbf\u5bc6\u306a\u8a08\u753b\u7b56\u5b9a\u3001\u6226\u7565\u7684\u601d\u8003\u3001\u7d99\u7d9a\u7684\u306a\u6700\u9069\u5316\u306b\u3088\u3063\u3066\u5b9f\u73fe\u304c\u53ef\u80fd\u3067\u3059\u3002\u307e\u305f\u3001\u4f01\u696d\u72ec\u81ea\u306e\u30d3\u30b8\u30cd\u30b9\u30cb\u30fc\u30ba\u3084\u30bf\u30fc\u30b2\u30c3\u30c8\u30aa\u30fc\u30c7\u30a3\u30a8\u30f3\u30b9\u3092\u30b5\u30dd\u30fc\u30c8\u3059\u308b\u305f\u3081\u306b\u306f\u3001<strong>\u9069\u5207\u306a\u30c4\u30fc\u30eb\u3084\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u30fb\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u304c\u5fc5\u8981<\/strong>\u3067\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u306b\u5feb\u9069\u3067\u6709\u610f\u7fa9\u306a\u30b3\u30cd\u30af\u30c6\u30c3\u30c9\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3001\u9867\u5ba2\u306e\u76ee\u7684\u9054\u6210\u3092\u30b5\u30dd\u30fc\u30c8\u3067\u304d\u308c\u3070\u3001\u4f01\u696d\u306f\u30d3\u30b8\u30cd\u30b9\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u4fe1\u983c\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u7372\u5f97\u3067\u304d\u307e\u3059\u3002[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/www.genesys.com\/media\/2024-EO-Infographic-JP.webp\" alt=\"2024 eo infographic jp\" width=\"348\" height=\"232\" \/><\/p>\n<p>&nbsp;<\/p>\n<p>\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30aa\u30fc\u30b1\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u6d3b\u7528\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u5909\u9769\u3059\u308b\u65b9\u6cd5<\/p>\n<p style=\"text-align: left;\"><button style=\"background-color: #ff451a; color: white; padding: 9px 15px; border: none; border-radius: 5px; cursor: pointer; font-size: 16px;\"><a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/why-companies-choose-genesys-cloud\">\u4eca\u3059\u3050\u4f53\u9a13<\/a><br \/>\n<\/button><\/p>\n<p>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section 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[&hellip;]<\/p>\n","protected":false},"author":1005,"featured_media":518821,"template":"","tax_priority":[54],"tax_blogtype":[17748],"tax_blogcategory":[18479,18483],"tax_contenttheme":[14862,14864],"tax_bundle":[],"tax_contenttheme2":[16126],"tax_capability_sitewide":[18526],"tax_products_programs":[17529],"tax_buying_job":[16646],"tax_buyer_persona":[16922,16892],"tax_sector":[],"tax_segment":[17142,18510,17119],"class_list":["post-559749","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ja-jp","tax_blogcategory-18479","tax_blogcategory-18483","tax_contenttheme-improve-customer-experience-ja-jp","tax_contenttheme-level-up-your-technology-ja-jp","tax_contenttheme2-improve-customer-experience-ja-jp","tax_capability_sitewide-18526","tax_products_programs-genesys-cloud-cx-ja-jp","tax_buying_job-job-1-problem-identification-ja-jp","tax_buyer_persona-technical-ja-jp","tax_buyer_persona-business-ja-jp","tax_segment-smb-ja-jp","tax_segment-18510","tax_segment-midsized-ja-jp","tax_content_type-blog-ja-jp"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/559749","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/users\/1005"}],"version-history":[{"count":12,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/559749\/revisions"}],"predecessor-version":[{"id":565993,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/blog\/559749\/revisions\/565993"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media\/518821"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/media?parent=559749"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_priority?post=559749"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogtype?post=559749"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_blogcategory?post=559749"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme?post=559749"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_bundle?post=559749"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_contenttheme2?post=559749"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_capability_sitewide?post=559749"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_products_programs?post=559749"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buying_job?post=559749"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_buyer_persona?post=559749"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_sector?post=559749"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ja-jp\/wp-json\/wp\/v2\/tax_segment?post=559749"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}