{"id":566255,"date":"2025-04-07T20:50:25","date_gmt":"2025-04-08T03:50:25","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%a8%e3%82%af%e3%82%b9%e3%83%9a%e3%83%aa%e3%82%a8%e3%83%b3%e3%82%b9%e3%81%ae%e7%8f%be%e7%8a%b6%ef%bc%9a%e3%81%99%e3%81%b9%e3%81%a6%e3%81%ae-cx"},"modified":"2025-04-10T02:47:01","modified_gmt":"2025-04-10T09:47:01","slug":"the-state-of-customer-experience-what-every-cx-professional-needs-to-know","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-state-of-customer-experience-what-every-cx-professional-needs-to-know","title":{"rendered":"\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u73fe\u72b6\uff1aCX \u30d7\u30ed\u30d5\u30a7\u30c3\u30b7\u30e7\u30ca\u30eb\u304c\u77e5\u3063\u3066\u304a\u304f\u3079\u304d\u3053\u3068"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text 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href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u73fe\u72b6<\/a>\u300d\u306e\u7b2c 4 \u7248\u306f\u30015,232 \u4eba\u306e\u6d88\u8cbb\u8005\u3068 1,181 \u4eba\u306e CX \u30ea\u30fc\u30c0\u30fc\u3092\u5bfe\u8c61\u3068\u3057\u305f\u30b0\u30ed\u30fc\u30d0\u30eb\u8abf\u67fb\u306e\u7d50\u679c\u306b\u57fa\u3065\u3044\u3066\u304a\u308a\u3001\u3053\u306e 2 \u3064\u3092\u89e3\u8aac\u3057\u3066\u3044\u307e\u3059\u3002\u672c\u8a18\u4e8b\u3067\u306f\u3001CX \u30ea\u30fc\u30c0\u30fc\u8abf\u67fb\u3067\u308f\u304b\u3063\u305f\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u3068\u30a2\u30c9\u30d0\u30a4\u30b9\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\u30ec\u30dd\u30fc\u30c8\u5168\u6587<\/a>\u3092\u304a\u8aad\u307f\u3044\u305f\u3060\u304f\u3068\u3001\u6d88\u8cbb\u8005\u8abf\u67fb\u306e\u7d50\u679c\u306a\u3069\u3001\u3088\u308a\u591a\u304f\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u3092\u5f97\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u4eca\u5e74\u306e\u30ec\u30dd\u30fc\u30c8\u3067\u306f\u3001CX \u4f01\u696d\u304c\u6ce8\u8996\u3059\u3079\u304d\u91cd\u8981\u306a\u30c8\u30ec\u30f3\u30c9\u304c\u3044\u304f\u3064\u304b\u660e\u3089\u304b\u306b\u306a\u308a\u307e\u3057\u305f\u3002<\/p>\n<ul>\n<li><strong>CX \u306b\u304a\u3051\u308b\u4eba\u5de5\u77e5\u80fd\uff08AI\uff09\u306e\u6d3b\u7528\u304c\u62e1\u5927\uff1a<\/strong>\u4eca\u56de\u306e\u8abf\u67fb\u3067\u306f 64% \u306e\u6d88\u8cbb\u8005\u304c\u3001AI \u306f\u4eca\u5f8c 2 \uff5e 3 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href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/presentation-genesys-ai-employee-engagement\" target=\"_blank\" rel=\"noopener\">\u5f93\u696d\u54e1\u304c\u512a\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3067\u304d\u308b\u74b0\u5883\u3092\u6574\u3048\u308b\u3053\u3068<\/a>\u3067\u3059\u3002\u30ea\u30fc\u30c0\u30fc\u305f\u3061\u306f\u3001\u9867\u5ba2\u3068\u5f93\u696d\u54e1\u306e\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u53d6\u308a\u7d44\u307f\u306b\u3001\u30ec\u30ac\u30b7\u30fc\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u304c\u5f71\u97ff\u3059\u308b\u3053\u3068\u3092\u61f8\u5ff5\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u30c1\u30e3\u30cd\u30eb\u3092\u6a2a\u65ad\u3059\u308b<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/unlocking-the-secrets-of-personalized-customer-journeys\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u7406\u89e3<\/a>\u3057\u3001\u9ad8\u5ea6\u306a AI \u3092\u5b9f\u73fe\u3059\u308b\u305f\u3081\u306b\u3001\u30c7\u30fc\u30bf\u91cf\u306e\u5897\u52a0\u3092\u7ba1\u7406\u3059\u308b\u3053\u3068\u3082\u8ab2\u984c\u3067\u3059\u3002\u307e\u305f\u3001\u898f\u5236\u3084\u30b3\u30f3\u30d7\u30e9\u30a4\u30a2\u30f3\u30b9\u306e\u9075\u5b88\u306b\u3082\u76ee\u3092\u914d\u3063\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][vc_row_inner][vc_column_inner][vc_single_image image=&#8221;561051&#8243; css=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]\u4eca\u5f8c 1 \uff5e 2 \u5e74\u306b\u304a\u3051\u308b CX \u30ea\u30fc\u30c0\u30fc\u306e\u6226\u7565\u7684\u512a\u5148\u8ab2\u984c\u306f\u3001\u4ee5\u4e0b\u3067\u3059\u3002<\/p>\n<ul>\n<li>\u9867\u5ba2\u306e\u7406\u89e3\u3068\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u3092\u5411\u4e0a\uff08\u8abf\u67fb\u5bfe\u8c61\u306e CX \u30ea\u30fc\u30c0\u30fc\u306e 43% \u304c\u8a00\u53ca\uff09<\/li>\n<li>AI \u3092\u3055\u3089\u306b\u6d3b\u7528\u3057\u3066\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u6539\u5584\uff0842%\uff09<\/li>\n<li>\u30c7\u30fc\u30bf\u6a5f\u80fd\u306e\u5f37\u5316\u306b\u3088\u308b\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u53d6\u5f97\u3001\u5206\u6790\u3001\u30ec\u30dd\u30fc\u30c8\u4f5c\u6210\uff0838%\uff09<\/li>\n<\/ul>\n<p>\u4f01\u696d\u3082\u5f93\u696d\u54e1\u4f53\u9a13\uff08EX\uff09\u306b\u53d6\u308a\u7d44\u3093\u3067\u3044\u307e\u3059\u3002CX \u30ea\u30fc\u30c0\u30fc\u306e 37% \u304c\u3001\u65b0\u898f\u3068\u65e2\u5b58\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3092\u4f7f\u7528\u3057\u3066 EX \u3092\u6539\u5584\u3059\u308b\u3053\u3068\u3092\u6226\u7565\u4e0a\u306e\u6700\u512a\u5148\u4e8b\u9805\u306b\u6319\u3052\u3066\u3044\u307e\u3059\u3002<\/p>\n<h2 class=\"h3\">CX \u30ea\u30fc\u30c0\u30fc\u3068\u6d88\u8cbb\u8005\u304c\u91cd\u8996\u3059\u308b\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5074\u9762\u306f\u7570\u306a\u308b<\/h2>\n<p>CX \u30ea\u30fc\u30c0\u30fc\u306f\u9867\u5ba2\u3068\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u304a\u3044\u3066\u6700\u3082\u91cd\u8981\u306a\u7279\u8cea\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3068\u8a00\u3044\u307e\u3059\u3002\u9867\u5ba2\u6e80\u8db3\u5ea6\u306f\u3001\u6210\u529f\u6307\u6a19\u306e\u4e0a\u4f4d\u306b\u3082\u3042\u308a\u3001\u65b0\u898f\u9867\u5ba2\u7372\u5f97\u3068\u9867\u5ba2\u7dad\u6301\u304c\u305d\u308c\u306b\u7d9a\u304d\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u6e80\u8db3\u5ea6\u306e\u5411\u4e0a\u306f\u3082\u3061\u308d\u3093\u5e83\u3044\u8996\u70b9\u3067\u898b\u308c\u3070\u30d7\u30e9\u30b9\u3067\u3059\u304c\u3001\u4eca\u56de\u306e\u8abf\u67fb\u3067\u6d88\u8cbb\u8005\u306f\u521d\u56de\u89e3\u6c7a\u7387\u304c\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u6700\u3082\u91cd\u8981\u306a\u5074\u9762\u3068\u56de\u7b54\u3057\u3066\u3044\u308b\u4e00\u65b9\u3001CX \u30ea\u30fc\u30c0\u30fc\u3067\u306f\u3053\u306e\u9805\u76ee\u306f 9 \u4f4d\u3067\u3059\u3002\u8fc5\u901f\u306a\u5bfe\u5fdc\u306f\u3001\u6d88\u8cbb\u8005\u306b\u3068\u3063\u3066\u306f\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u304a\u3044\u3066 2 \u756a\u76ee\u306b\u4fa1\u5024\u306e\u3042\u308b\u7279\u8cea\u3067\u3059\u304c\u3001CX \u30ea\u30fc\u30c0\u30fc\u3067\u306f 4 \u756a\u76ee\u3067\u3059\u3002[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=&#8221;561053&#8243; css=&#8221;&#8221;][vc_column_text css=&#8221;&#8221;]<strong><span class=\"TextRun SCXW145062399 BCX0\" lang=\"ja-JP\" xml:lang=\"ja-JP\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW145062399 BCX0\">CX \u30ea\u30fc\u30c0\u30fc\u304c<\/span><span class=\"NormalTextRun SCXW145062399 BCX0\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3<\/span><span class=\"NormalTextRun SCXW145062399 BCX0\">\u3067\u91cd\u8996\u3059\u308b\u9805\u76ee\u3068\u305d\u306e\u52b9\u679c\u306b\u3064\u3044\u3066\u306e\u8a8d\u8b58<\/span><\/span><\/strong>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]\u8abf\u67fb\u5bfe\u8c61\u3068\u306a\u3063\u305f CX \u30ea\u30fc\u30c0\u30fc\u306e\u3046\u3061\u3001\u521d\u56de\u89e3\u6c7a\u7387\u3092\u8ffd\u8de1\u3057\u3066\u3044\u308b\u306e\u306f 32% \u306b\u3059\u304e\u307e\u305b\u3093\u3002\u6d88\u8cbb\u8005\u306e\u671f\u5f85\u3088\u308a\u3082\u512a\u5148\u9806\u4f4d\u304c\u304b\u306a\u308a\u4f4e\u3044\u7406\u7531\u306e\u8aac\u660e\u306b\u306a\u308b\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis\" target=\"_blank\" rel=\"noopener\">CX \u306e\u6307\u6a19<\/a>\u3092\u3001\u6d88\u8cbb\u8005\u304c\u91cd\u8996\u3057\u3066\u3044\u308b\u9805\u76ee\u3084\u3001\u30d3\u30b8\u30cd\u30b9\u4fa1\u5024\u3092\u4fc3\u9032\u3059\u308b\u8981\u56e0\u3068\u6574\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u65b9\u5411\u6027\u304c\u6b63\u3057\u3044\u3068\u78ba\u4fe1\u3092\u6301\u3066\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h2 class=\"h3\">\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u3068\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u30ae\u30e3\u30c3\u30d7<\/h2>\n<p>\u4f53\u9a13\u304c\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u3066\u3044\u308b\u306e\u306a\u3089\u3001\u6d88\u8cbb\u8005\u306e\u534a\u6570\u4ee5\u4e0a\u306f\u306e\u304a\u91d1\u3092\u591a\u304f\u6255\u3063\u3066\u3082\u3088\u3044\u3068\u56de\u7b54\u3057\u300177% \u306e\u6d88\u8cbb\u8005\u304c\u30d6\u30e9\u30f3\u30c9\u3092\u53cb\u4eba\u306b\u52e7\u3081\u305f\u3044\u3068\u56de\u7b54\u3057\u307e\u3057\u305f\u3002\u3057\u304b\u3057\u3001CX \u30ea\u30fc\u30c0\u30fc\u306e\u534a\u6570\u672a\u6e80\uff0842%\uff09\u3057\u304b\u3001\u975e\u5e38\u306b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u305f\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3057\u3066\u3044\u308b\u3068\u56de\u7b54\u3067\u304d\u3066\u3044\u307e\u305b\u3093\u3002<\/p>\n<p>\u6d88\u8cbb\u8005\u306f\u3001\u5b9a\u671f\u7684\u306b\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u3092\u3057\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u305f\u3081<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/unleashing-the-power-of-customer-journey-orchestration\" target=\"_blank\" rel=\"noopener\">\u30c1\u30e3\u30cd\u30eb\u9593\u306e\u5207\u308a\u66ff\u3048\u304c\u30b7\u30fc\u30e0\u30ec\u30b9<\/a>\u3067\u3001\u5207\u308a\u66ff\u3048\u5f8c\u3082\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u80cc\u666f\u60c5\u5831\u304c\u5931\u308f\u308c\u306a\u3044\u3053\u3068\u3092\u91cd\u8996\u3057\u3066\u3044\u307e\u3059\u3002\u5b9f\u969b\u3001\u8abf\u67fb\u3067\u306f\u300197% \u306e\u6d88\u8cbb\u8005\u304c\u3053\u308c\u3092\u91cd\u8981\u3068\u56de\u7b54\u3057\u3001CX \u30ea\u30fc\u30c0\u30fc\u306e 86% \u3082\u91cd\u8981\u3068\u56de\u7b54\u3092\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u3057\u304b\u3057\u305d\u306e\u305f\u3081\u306b\u306f\u3001\u524d\u8ff0\u306e\u3088\u3046\u306b\u53d6\u308a\u7d44\u307e\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3053\u3068\u304c\u3042\u308a\u307e\u3059\u3002\u8abf\u67fb\u5bfe\u8c61\u306e CX \u30ea\u30fc\u30c0\u30fc\u306e\u3046\u3061\u3001\u81ea\u793e\u306f\u30c1\u30e3\u30cd\u30eb\u9593\u3067\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u3068\u30c7\u30fc\u30bf\u304c\u5b8c\u5168\u306b\u9023\u643a\u3055\u308c\u3066\u3044\u308b\u3068\u56de\u7b54\u3057\u305f\u306e\u306f\u308f\u305a\u304b 16% \u3067\u3057\u305f\u3002<\/p>\n<p>CX \u30ea\u30fc\u30c0\u30fc\u304c\u30b7\u30fc\u30e0\u30ec\u30b9\u306a\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u963b\u5bb3\u8981\u56e0\u3068\u3057\u3066\u6319\u3052\u305f\u793e\u5185\u306e\u554f\u984c\u306b\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30f3\u30b2\u30fc\u30b8\u30e1\u30f3\u30c8\u30fb\u30bd\u30ea\u30e5\u30fc\u30b7\u30e7\u30f3\u304c\u90e8\u9580\u3054\u3068\u306b\u7570\u306a\u308b\u305f\u3081\u306b\u9023\u643a\u304c\u53d6\u308c\u3066\u3044\u306a\u3044\u3001\u90e8\u9580\u306e\u512a\u5148\u4e8b\u9805\u304c\u4e00\u81f4\u3057\u3066\u3044\u306a\u3044\u3001\u9023\u643a\u30c7\u30fc\u30bf\u3084\u5171\u6709\u30c7\u30fc\u30bf\u304c\u6b20\u5982\u3057\u3066\u3044\u308b\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u306f\u3001\u591a\u304f\u306e\u4f01\u696d\u3067\u4f9d\u7136\u3068\u3057\u3066\u696d\u52d9\u304c\u9023\u643a\u3057\u3066\u304a\u3089\u305a\u3001\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306e\u5206\u65ad\u306b\u3088\u3063\u3066\u9867\u5ba2\u304c\u4e0d\u6e80\u3092\u899a\u3048\u3066\u3044\u308b\u3053\u3068\u3092\u610f\u5473\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u30c1\u30e3\u30cd\u30eb\u3092\u79fb\u52d5\u3059\u308b\u3068\u304d\u306b\u3001\u6d88\u8cbb\u8005\u304c\u540c\u3058\u60c5\u5831\u3092\u4f55\u5ea6\u3082\u4f1d\u3048\u306a\u3051\u308c\u3070\u306a\u3089\u306a\u3044\u3053\u3068\u3082\u610f\u5473\u3057\u3001\u3053\u308c\u306b\u306f\u6d88\u8cbb\u8005\u306e\u304a\u3088\u305d 20% \u304c\u30b9\u30c8\u30ec\u30b9\u3092\u611f\u3058\u308b\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u5e78\u3044\u3001CX \u30ea\u30fc\u30c0\u30fc\u306f\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u306e\u5c06\u6765\u306b\u3064\u3044\u3066\u697d\u89b3\u7684\u3067\u3059\u3002\u8abf\u67fb\u5bfe\u8c61\u306e 72% \u304c 3 \u5e74\u4ee5\u5185\u306b\u9867\u5ba2\u306f\u81ea\u5206\u306e\u60c5\u5831\u3092\u7e70\u308a\u8fd4\u3057\u4f1d\u3048\u308b\u5fc5\u8981\u304c\u306a\u304f\u306a\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u306b CX \u30ea\u30fc\u30c0\u30fc\u306f\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u6295\u8cc7\u3057\u3066\u3001\u3059\u3079\u3066\u306e\u9867\u5ba2\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\u304b\u3089\u306e\u30c7\u30fc\u30bf\u3092\u9023\u643a\u3057\u3001\u9867\u5ba2\u304c\u30c1\u30e3\u30cd\u30eb\u3092\u79fb\u52d5\u3059\u308b\u969b\u306b\u80cc\u666f\u60c5\u5831\u304c\u78ba\u5b9f\u306b\u4f1d\u9054\u3055\u308c\u308b\u3088\u3046\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">AI \u3068\u30af\u30e9\u30a6\u30c9\u306e\u63a1\u7528\uff1a\u672a\u6765\u306e CX<\/h2>\n<p>CX \u4f01\u696d\u306f AI \u306b\u3064\u3044\u3066\u697d\u89b3\u7684\u3067\u3059\u3002\u305d\u308c\u306f\u6d88\u8cbb\u8005\u3082\u540c\u69d8\u3067\u3059\u3002\u300c<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u73fe\u72b6\u300d<\/a>\u306e\u8abf\u67fb\u5bfe\u8c61\u3068\u306a\u3063\u305f\u6d88\u8cbb\u8005\u306e 62% \u304c\u3001AI \u306f\u3001\u3088\u308a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\u4f01\u696d\u306e\u80fd\u529b\u3092\u5411\u4e0a\u3055\u305b\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002\u305d\u3057\u3066 64% \u306e\u6d88\u8cbb\u8005\u304c\u3001AI \u306f\u3053\u306e 2 \uff5e 3 \u5e74\u3067\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u306e\u54c1\u8cea\u3068\u30b9\u30d4\u30fc\u30c9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u8abf\u67fb\u5bfe\u8c61\u306e CX \u30ea\u30fc\u30c0\u30fc\u306b\u3088\u308c\u3070\u3001\u3053\u306e 1 \uff5e 2 \u5e74\u306b\u304a\u3051\u308b\u6226\u7565\u7684 CX \u512a\u5148\u4e8b\u9805\u306e\u7b2c 2 \u4f4d\u306f AI \u306e\u3055\u3089\u306a\u308b\u6d3b\u7528\u3067\u3059\uff0842%\uff09\u3002\u30ea\u30fc\u30c0\u30fc\u305f\u3061\u306f AI \u306b\u95a2\u3057\u3066\u975e\u5e38\u306b\u7a4d\u6975\u7684\u3067\u3059\u3002\u307b\u3068\u3093\u3069\u306e\u30ea\u30fc\u30c0\u30fc\u304c\u3001\u81ea\u793e\u306f\u3053\u306e 12 \u30ab\u6708\u3067 CX \u95a2\u9023\u4e88\u7b97\u306e 33% \u3092 AI \u30d9\u30fc\u30b9\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306b\u914d\u5206\u3059\u308b\u3068\u8003\u3048\u3066\u3044\u307e\u3059\u3002AI \u95a2\u9023\u306e\u305d\u306e\u4ed6\u306e\u512a\u5148\u4e8b\u9805\u3068\u3057\u3066\u306f\u3001\u30c7\u30fc\u30bf\u6a5f\u80fd\u306e\u5f37\u5316\uff08CX \u30ea\u30fc\u30c0\u30fc\u306e 38% \u304c\u8a00\u53ca\uff09\u3068\u30c7\u30fc\u30bf\u5206\u65ad\u306e\u524a\u6e1b\uff0823%\uff09\u306a\u3069\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>AI \u306e\u672c\u683c\u7684\u306a\u5c0e\u5165\u3092\u963b\u3080\u539f\u56e0\u306e 1 \u3064\u306b\u3001\u591a\u304f\u306e\u4f01\u696d\u304c\u4f7f\u7528\u3057\u3066\u3044\u308b CX \u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u304c\u3042\u308a\u307e\u3059\u3002\u8abf\u67fb\u306b\u3088\u308b\u3068\u3001\u30af\u30e9\u30a6\u30c9\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u5b8c\u5168\u306b\u79fb\u884c\u3057\u3066\u3044\u308b CX \u4f01\u696d\u306f\u304a\u3088\u305d 3 \u5206\u306e 1 \u306b\u904e\u304e\u307e\u305b\u3093\u3002\u9069\u5207\u306a<a href=\"https:\/\/www.genesys.com\/ja-jp\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e CX \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0<\/a>\u3092\u5c0e\u5165\u3057\u306a\u3051\u308c\u3070\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">AI \u3092\u6d3b\u7528<\/a>\u3057\u3066\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3057\u3001<a href=\"https:\/\/www.genesys.com\/ja-jp\/blog\/post\/quality-intelligence-redefining-the-future-of-contact-center-quality-management\" target=\"_blank\" rel=\"noopener\">\u30aa\u30da\u30ec\u30fc\u30bf\u30fc\u3092\u30b5\u30dd\u30fc\u30c8\u3057<\/a>\u3001\u30bb\u30eb\u30d5\u30b5\u30fc\u30d3\u30b9\u3092\u5411\u4e0a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u305a\u3001\u7af6\u5408\u4ed6\u793e\u306b\u5f8c\u308c\u3092\u53d6\u308b\u304a\u305d\u308c\u304c\u3042\u308a\u307e\u3059\u3002[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u30a8\u30b3\u30ce\u30df\u30fc\u3092\u52dd\u3061\u629c\u304f<\/h2>\n<p>\u4f01\u696d\u306e\u6b63\u3057\u3044\u65b9\u5411\u6027\u3092\u78ba\u4fdd\u3057\u305f\u3044\u3068\u8003\u3048\u308b CX \u30ea\u30fc\u30c0\u30fc\u306f\u3001\u6b21\u306e\u3088\u3046\u306a\u91cd\u8981\u306a\u30a2\u30c9\u30d0\u30a4\u30b9\u306b\u5f93\u3063\u305f\u307b\u3046\u304c\u3088\u3044\u3067\u3057\u3087\u3046\u3002<\/p>\n<p><strong>\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30aa\u30e0\u30cb\u30c1\u30e3\u30cd\u30eb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u63d0\u4f9b\u3059\u308b\uff1a<\/strong>\u6d88\u8cbb\u8005\u306f\u3001\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3067\u306e\u30a4\u30f3\u30bf\u30e9\u30af\u30b7\u30e7\u30f3\u306b\u6163\u308c\u3066\u304a\u308a\u3001\u30c1\u30e3\u30cd\u30eb\u9593\u3067\u80cc\u666f\u60c5\u5831\u304c\u5f15\u304d\u7d99\u304c\u308c\u308b\u3053\u3068\u3092\u671b\u3093\u3067\u3044\u307e\u3059\u3002\u307e\u305f\u3001\u5834\u5408\u306b\u3088\u3063\u3066\u306f\u4eba\u9593\u306b\u3088\u308b\u30b5\u30dd\u30fc\u30c8\u3082\u6c42\u3081\u3066\u3044\u307e\u3059\u3002CX \u4f01\u696d\u306f\u3001\u8907\u6570\u306e\u30c1\u30e3\u30cd\u30eb\u3092\u9023\u643a\u3057\u3001\u30a8\u30f3\u30bf\u30fc\u30d7\u30e9\u30a4\u30ba\u30fb\u30ea\u30bd\u30fc\u30b9\u30fb\u30d7\u30e9\u30f3\u30cb\u30f3\u30b0\uff08ERP\uff09\u3084\u9867\u5ba2\u95a2\u4fc2\u7ba1\u7406\uff08CRM\uff09\u306a\u3069\u306e\u4ed6\u306e\u8a18\u9332\u30b7\u30b9\u30c6\u30e0\u306b\u63a5\u7d9a\u3059\u308b\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306b\u6295\u8cc7\u3057\u3001\u9867\u5ba2\u30b8\u30e3\u30fc\u30cb\u30fc\u306e\u5168\u4f53\u50cf\u3092\u628a\u63e1\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u5168\u4f53\u3067 AI \u3092\u63a1\u7528\u3059\u308b\uff1a<\/strong>\u30cf\u30a4\u30d1\u30fc\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u304b\u3089\u3001<a href=\"https:\/\/www.genesys.com\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\" target=\"_blank\" rel=\"noopener\">\u30d0\u30fc\u30c1\u30e3\u30eb\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8<\/a>\u3084\u30a8\u30fc\u30b8\u30a7\u30f3\u30c8\u30b3\u30d1\u30a4\u30ed\u30c3\u30c8\u307e\u3067\u3001AI \u306f\u52b9\u7387\u6027\u3092\u5411\u4e0a\u3055\u305b\u3001\u9867\u5ba2\u6e80\u8db3\u5ea6\u5411\u4e0a\u306e\u65b0\u305f\u306a\u624b\u6cd5\u3092\u53ef\u80fd\u306b\u3057\u307e\u3059\u3002\u307e\u305f\u3001\u8abf\u67fb\u5bfe\u8c61\u306e\u6d88\u8cbb\u8005\u306e\u304a\u3088\u305d 3 \u5206\u306e 2 \u304c\u3001AI \u306f\u3053\u306e 2 \uff5e 3 \u5e74\u3067\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u8cea\u3068\u30b9\u30d4\u30fc\u30c9\u3092\u5411\u4e0a\u3055\u305b\u308b\u3068\u56de\u7b54\u3057\u3066\u304a\u308a\u3001\u9ad8\u3044\u502b\u7406\u6027\u3068\u900f\u660e\u6027\u3092\u3082\u3063\u3066 AI \u3092\u63a1\u7528\u3059\u308b\u4f01\u696d\u306f\u3001\u6d88\u8cbb\u8005\u306e\u652f\u6301\u3092\u5f97\u308b\u53ef\u80fd\u6027\u304c\u9ad8\u3044\u3067\u3057\u3087\u3046\u3002<\/p>\n<p><strong>\u30af\u30e9\u30a6\u30c9\u30d9\u30fc\u30b9\u306e\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306e\u5c0e\u5165\uff1a<\/strong>\u30af\u30e9\u30a6\u30c9\u306b\u306f\u3001\u62e1\u5f35\u6027\u3001\u7d99\u7d9a\u7684\u306a\u30a4\u30ce\u30d9\u30fc\u30b7\u30e7\u30f3\u3001\u975e\u5e38\u306b\u9ad8\u5ea6\u306a AI \u30c4\u30fc\u30eb\u3078\u306e\u30a2\u30af\u30bb\u30b9\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u5229\u70b9\u304c\u3042\u308a\u307e\u3059\u3002\u3057\u304b\u3057\u3001\u591a\u304f\u306e\u4f01\u696d\u306f\u307e\u3060\u3001CX \u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u30af\u30e9\u30a6\u30c9\u306b\u5b8c\u5168\u306b\u79fb\u884c\u3057\u3066\u3044\u307e\u305b\u3093\u3002\u30af\u30e9\u30a6\u30c9\u306b\u79fb\u884c\u3059\u308b\u3053\u3068\u3067\u3001\u4f01\u696d\u306f\u8ab2\u984c\u3092\u89e3\u6d88\u3057\u3001\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3057\u3001\u7af6\u4e89\u4e0a\u306e\u512a\u4f4d\u6027\u3092\u7372\u5f97\u3067\u304d\u307e\u3059\u3002\u4e16\u754c\u306e\u6d88\u8cbb\u8005\u3068 CX \u30ea\u30fc\u30c0\u30fc\u304c\u8003\u3048\u308b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3068\u306f\u3001\u3069\u306e\u3088\u3046\u306a\u3082\u306e\u3067\u3057\u3087\u3046\u304b\u3002\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u73fe\u72b6\u300d<a href=\"https:\/\/www.genesys.com\/ja-jp\/resources\/state-of-cx\" target=\"_blank\" rel=\"noopener\">\u30ec\u30dd\u30fc\u30c8<\/a>\u3092\u4eca\u3059\u3050\u30c0\u30a6\u30f3\u30ed\u30fc\u30c9\u3057\u3066\u304f\u3060\u3055\u3044\u3002CX \u3092\u6539\u5584\u3059\u308b\u305f\u3081\u306e\u30a4\u30f3\u30b5\u30a4\u30c8\u304c\u8a70\u307e\u3063\u3066\u3044\u307e\u3059\u3002[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row][vc_section][vc_row][vc_column width=&#8221;1\/2&#8243;][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\" style=\"text-align: left;\"><strong>Key Insights<\/strong><\/h2>\n<ul>\n<li>\n<h3 class=\"h5\">Consumer expectations, perceptions and experiences for customer engagement<\/h3>\n<\/li>\n<li>\n<h3 class=\"h5\">What CX decision-makers are focusing on for customer experience in 2025<\/h3>\n<\/li>\n<li>\n<h3 class=\"h5\">Where consumer and business priorities align \u2014 and where CX leaders are missing the mark<\/h3>\n<\/li>\n<\/ul>\n<h3 class=\"h5\" style=\"text-align: center;\"><a href=\"https:\/\/www.genesys.com\/ja-jp?post_type=resources&amp;p=565286&amp;ost_tool=blog&amp;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\"><strong>Read the full report<\/strong><\/a><\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;561407&#8243; css=&#8221;.vc_custom_1742493083138{margin-left: 1.5em !important;}&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<em><strong>\u8abf\u67fb\u65b9\u6cd5\uff1a<\/strong>Genesys \u306f\u3001\u72ec\u7acb\u7cfb\u8abf\u67fb\u4f1a\u793e\u306b\u4f9d\u983c\u3057\u300116 \u304b\u56fd\u4ee5\u4e0a\u306e 5,232 \u4eba\u306e\u6d88\u8cbb\u8005\u3068 1,181 \u4eba\u306e CX \u610f\u601d\u6c7a\u5b9a\u8005\u3092\u5bfe\u8c61\u306b\u8abf\u67fb\u3092\u5b9f\u65bd\u3057\u307e\u3057\u305f\u3002\u8abf\u67fb\u671f\u9593\u306f 2024 \u5e74 9 \uff5e 10 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