{"id":125439,"date":"2018-12-02T00:00:00","date_gmt":"2018-12-02T08:00:00","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=125439"},"modified":"2022-12-07T00:20:21","modified_gmt":"2022-12-07T08:20:21","slug":"provide-the-best-cx-through-customer-journey-management","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/provide-the-best-cx-through-customer-journey-management","title":{"rendered":"\uace0\uac1d \uc5ec\uc815 \uad00\ub9ac\uc744 \ud1b5\ud574 \ucd5c\uc0c1\uc758 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud574 \ubcf4\uc138\uc694"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

\ubbf8\uad6d\uc758 \uc0ac\uc0c1\uac00\uc774\uc790 \uc2dc\uc778\uc778 \ub784\ud504 \uc648\ub3c4 \uc5d0\uba38\uc2a8(Ralph Waldo Emerson)\uc774 \ub0a8\uae34 \u201c\uc778\uc0dd\uc740 \uc5ec\uc815\uc774\uc9c0 \uc885\ucc29\uc810\uc774 \uc544\ub2c8\ub2e4(Life is a journey, not a destination)”\ub77c\ub294 \uc720\uba85\ud55c \uad6c\uc808\uc740 \uc6b0\ub9ac\uc5d0\uac8c \uc778\uc0dd\uc774 \ub2e8\uc9c0 A\ub77c\ub294 \uc9c0\uc810\uc744 \ub5a0\ub098 B\ub77c\ub294 \uc9c0\uc810\uc5d0 \ub3c4\ucc29\ud558\ub294 \uac83 \uc774\uc0c1\uc758 \uc18c\uc911\ud55c \uac83\uc784\uc744 \uc77c\uae68\uc6cc \uc8fc\ub294 \uadc0\uc911\ud55c \uaca9\uc5b8\uc785\ub2c8\ub2e4. \uc624\ub298\ub0a0\uc758 \ub514\uc9c0\ud138 \uace0\uac1d \uc751\ub300\ub3c4 \uc774\uc640 \ub9c8\ucc2c\uac00\uc9c0\uc785\ub2c8\ub2e4. \ucd5c\ucd08\uc758 \uc778\ud130\ub799\uc158\ubd80\ud130 \uc804\uccb4 \uace0\uac1d \ub77c\uc774\ud504\uc0ac\uc774\ud074\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0\uc758 \uc804\uccb4 \uc5ec\uc815\uc5d0 \uc911\uc810\uc744 \ub450\uc5b4\uc57c \ud569\ub2c8\ub2e4. \ud55c \ubc88\uc5d0 \ud558\ub098\uc758 \uc778\ud130\ub799\uc158 \ub610\ub294 \ud558\ub098\uc758 \ucc44\ub110\uc5d0\uc11c\ub9cc \uace0\uac1d\uacfc \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\ud574\uc11c\ub294 \uc774\uc81c \ub354 \uc774\uc0c1 \uc131\uacf5\uc801\uc778 \uacb0\uacfc\ub97c \uac70\ub458 \uc218 \uc5c6\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc774 \uc790\uc2e0\uc774 \uc120\ud638\ud558\ub294 \ucc44\ub110\uc744 \uc0ac\uc6a9\ud558\uc5ec \uc18c\ud1b5\uc744 \uc9c4\ud589\ud574 \ub098\uac08 \ub54c, \uadf8 \ucc44\ub110\uc774 \ubb34\uc5c7\uc778\uc9c0\uc5d0 \uad00\uacc4 \uc5c6\uc774 \ub2e4\uc591\ud55c \ud130\uce58\ud3ec\uc778\ud2b8\uc5d0\uc11c \ub3d9\uc77c\ud558\uac8c \uace0\uac1d\uc744 \uc774\ud574\ud558\uace0 \uc751\ub300\ud574\uc57c \ucd5c\uc801\ud654\ub41c \uc131\uacf5\uc801\uc778 \uace0\uac1d \uc5ec\uc815\uc774\ub77c\uace0 \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\ucc44\ub110<\/strong> \uc804\ud658\uc758<\/strong> \uc5b4\ub824\uc6c0<\/strong>
\n<\/strong>\ud558\uc9c0\ub9cc \ub514\uc9c0\ud138 \ucc44\ub110\ubc0f \uc140\ud504 \uc11c\ube44\uc2a4 \ucc44\ub110\uc774 \ube60\ub974\uac8c \ud655\uc0b0\ub418\uba74\uc11c \uace0\uac1d \uc5ec\uc815\uc740 \uae30\ud558\uae09\uc218\uc801\uc73c\ub85c \ubcf5\uc7a1\ud574\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\uc740 \uc5b8\uc81c\ub4e0 \uc790\uc2e0\uc5d0\uac8c \ub9de\ub294 \ucc44\ub110\uc744 \uc2e0\uc18d\ud558\uac8c \uc0ac\uc6a9\ud558\uace0\uc790 \ud558\uba70, \uc5ec\ub7ec \ucc44\ub110\uc744 \ub118\ub098\ub4dc\ub294\uac83\uc740 \uc774\uc81c \uae30\ubcf8\uc801\uc778 \uc77c\uc774 \ub418\uc5c8\uc2b5\ub2c8\ub2e4. \uad6c\uc2dd\uc758 \uc74c\uc131 \uc911\uc2ec \ucee8\ud0dd \uc13c\ud130 \uc2dc\uc2a4\ud15c\uc73c\ub85c\ub294 \ub2e4\uc591\ud55c \ucc44\ub110\uc5d0\uc11c\uc758 \uc5ec\uc815\uc744 \ud655\uc2e4\ud558\uac8c \ud30c\uc545\ud558\uae30\uac00 \uc5b4\ub835\uc2b5\ub2c8\ub2e4. \uadf8 \uacb0\uacfc \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\uac00 \ub2e8\uc808\ub418\uc5b4 \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \uc218\uc6d4\ud55c \uac1c\uc778 \ub9de\ucda4\ud654\ub41c \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud560 \uc218 \uc5c6\uac8c \ub429\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d\uc758 \uae30\ub300\uce58\ub294 \ub0a0\ub85c \ub192\uc544\uc9c0\ub294 \ubc18\uba74 \ub300\ubd80\ubd84\uc758 \uae30\uc5c5\uc740 \ubb34\uc791\uc704\ub85c \uc77c\uc5b4\ub098\ub294 \uc778\ud130\ub799\uc158\uc744 \uac10\ub2f9\ud558\uae30\uac00 \ud798\uc5d0 \ubd80\uce69\ub2c8\ub2e4. \uc2e4\uc81c\ub85c Genesys \uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c<\/a>\uc5d0 \ub530\ub974\uba74 \uace0\uac1d\uc758 \ucc44\ub110 \uc120\ud638\ub3c4\ub97c \ucd94\uc801\ud558\ub294 \uae30\uc5c5\uc740 30%\ub3c4 \ucc44 \ub418\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uace0\uac1d\uc758 \uae30\ub300\uc5d0 \ubd80\uc751\ud558\uae30 \uc704\ud574 \uad6c\uc2dd \uc2dc\uc2a4\ud15c\uc5d0 \uc0c8\ub85c\uc6b4 \ucc44\ub110\ub9cc \uacc4\uc18d \ucd94\uac00\ud55c\ub2e4\uba74 \ubb38\uc81c\ub9cc \ubcf5\uc7a1\ud574\uc9c8 \ubfd0\uc785\ub2c8\ub2e4. \uac01\uac01\uc758 \uc0c8\ub85c\uc6b4 \ub514\uc9c0\ud138 \ucc44\ub110\uc744 \ucd94\uac00\ud560 \ub54c\ub9c8\ub2e4 \ubaa8\ub4e0 \ucc44\ub110\uc744 \ud1b5\ud569\ud558\uc5ec \uc634\ub2c8\ucc44\ub110 \uace0\uac1d \uc5ec\uc815 \uc804\uccb4\ub97c \uc870\uc728\ud560 \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uc194\ub8e8\uc158\uc5d0 \ub300\ud55c \uc694\uad6c\uc0ac\ud56d\ub3c4 \ucee4\uc9d1\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d\uc744<\/strong> \ucd5c\uc6b0\uc120\uc73c\ub85c<\/strong> \uadf8\ub9ac\uace0<\/strong> \uac00\uc7a5<\/strong> \uc911\uc2ec\uc5d0<\/strong>
\n<\/strong>\uace0\uac1d \uacbd\ud5d8 \ubd84\uc57c\ub97c \uc774\ub044\ub294 \uc120\ub3c4 \uae30\uc5c5\ub4e4\uc740 \uc5ec\uc815 \ub9e4\ud551\uc744 \ud1b5\ud574 \uc5ec\uc815\uc744 \uac80\uc99d\ud558\uace0 \ucd5c\uc801\ud654\ud569\ub2c8\ub2e4. \uadf8\ub7ec\ub824\uba74 \uace0\uac1d\uc758 \uad6c\ub9e4 \uc8fc\uae30\uc5d0 \ub300\ud55c \ubaa8\ub4e0 \uce21\uba74\uc744 \uc774\ud574\ud560 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uace0\uac1d\uc758 \uc694\uad6c \uc0ac\ud56d, \uc778\uc2dd \ubc0f \ubaa8\ub4e0 \ud130\uce58\ud3ec\uc778\ud2b8\ub97c \ubb38\uc11c\ud654\ud558\uba74 \uace0\uac1d \uc911\uc2ec\uc758 \ud504\ub85c\uc138\uc2a4\uac00 \uad81\uadf9\uc801\uc73c\ub85c \uace0\uac1d \uacbd\ud5d8\uc744 \ucd5c\uc801\ud654\ud558\ub3c4\ub85d \uc124\uacc4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uc5ec\uc815 \ub9e4\ud551\uc740 \uae30\uc874 \ud504\ub85c\uc138\uc2a4\uc758 \uacb0\ud568\uc774\ub098 \uc57d\uc810 \ubc0f \uae30\ud68c\ub97c \ucc3e\uc544\ub0b4\ub294 \ub370 \ub3c4\uc6c0\uc774 \ub420 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc804\uc0ac\uc801\uc73c\ub85c \uccb4\uacc4\uc640 \uc77c\uad00\uc131\uc744 \uac15\ud654\ud574 \uc90d\ub2c8\ub2e4.<\/p>\n

\uc131\uacf5\uc801\uc778 \uc5ec\uc815\uc740 \uace0\uac1d\uc758 \ud589\ub3d9\uc744 \ub514\uc790\uc778\ud558\uace0 \uace0\uac1d\uc758 \ub178\ub825\uc744 \uc904\uc774\ub294 \ub3d9\uc2dc\uc5d0 \uc6b4\uc601 \ud6a8\uc728\uc131\uc744 \uac1c\uc120\ud558\ub3c4\ub85d \uc124\uacc4\ub418\uc5b4 \uc788\uc2b5\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \uce21\uc815 \uac00\ub2a5\ud55c \uacb0\uacfc\ub97c \ub3c4\ucd9c\ud558\uae30 \uc704\ud574\uc11c\ub294 \uc774\ub7ec\ud55c \uc5ec\uc815\uc744 \uc870\uc728\ud558\uace0, \ubaa8\ub2c8\ud130\ub9c1\ud558\uace0, \uc9c0\uc18d\uc801\uc73c\ub85c \ucd5c\uc801\ud654\ud574\uc57c \ud558\uba70, \uc774\ub97c \uc704\ud574\uc11c\ub294 \uc9c4\uc815\ud55c \uc634\ub2c8\ucc44\ub110 \ub77c\uc6b0\ud305\uc744 \ud1b5\ud574 \ubaa8\ub4e0 \ucc44\ub110\uacfc \ud130\uce58\ud3ec\uc778\ud2b8\ub97c \uc9c0\uc6d0\ud560 \uc548\uc815\uc801\uc774\uace0 \uac80\uc99d\ub41c \uac1c\ubc29\ud615 \uace0\uac1d \uacbd\ud5d8 \ud50c\ub7ab\ud3fc\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n

\uad6c\uc2dd \ucee8\ud0dd \uc13c\ud130 \uc2dc\uc2a4\ud15c\uc758 \ud55c\uacc4\ub97c \uadf9\ubcf5\ud568\uc73c\ub85c\uc368 \uace0\uac1d \ud504\ub85c\ud544\uacfc \uc778\ud130\ub799\uc158 \uc774\ub825\uc744 \ube44\ub86f\ud55c \ub9e5\ub77d\uc744 \ud65c\uc6a9\ud574 \uace0\uac1d\uc774 \uc5b4\ub5a4 \ucc44\ub110\uc744 \uc120\ud0dd\ud558\ub354\ub77c\ub3c4 \uc774\uc804 \uc0c1\ud669\uc744 \uc124\uba85\ud574\uc57c \ud558\ub294 \ubd88\ud3b8\ud568 \uc5c6\uc774 \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uace0 \uc131\uacf5\uc801\uc778 \uc5ec\uc815\uc744 \uad6c\ud604\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\ub9e4\ub044\ub7fd\uace0<\/strong> \uc644\ubcbd\ud55c<\/strong> \uace0\uac1d<\/strong> \uc5ec\uc815<\/strong> \uad6c\ud604<\/strong>
\n<\/strong>\ucd5c\uc801\uc758 \uace0\uac1d \uc5ec\uc815\uc744 \uad6c\ucd95\ud558\ub294 \ub370 \ud5a5\ud6c4 \uc911\uc694\uc131\uc774 \ub354\uc6b1 \ubd80\uac01\ub420 \uc694\uc18c\ub85c\ub294 \uae30\ud68c\uc758 \uc21c\uac04\uc744 \ud3ec\ucc29\ud558\ub294 \uc608\uce21\uc801 \ub77c\uc6b0\ud305 \uae30\uc220\uc774 \uc788\uc2b5\ub2c8\ub2e4. \uc778\uacf5 \uc9c0\ub2a5(AI) \ubc0f \uba38\uc2e0 \ub7ec\ub2dd \uae30\ubc18\uc758 \uc608\uce21\uc801 \ub77c\uc6b0\ud305<\/a>\uc740 \ub370\uc774\ud130\ub97c \ucc44\uad74\ud574 \uace0\uac1d\uc5d0\uac8c \ub9de\ub294 \ucd5c\uace0\uc758 \ubaa9\uc801\uc9c0\ub85c \uc548\ub0b4\ud569\ub2c8\ub2e4. \uc989, \uc608\uce21\uc801 \ub77c\uc6b0\ud305\uc740 \uc131\uacf5\uc801\uc778 \ube44\uc988\ub2c8\uc2a4 \uacb0\uacfc\ub97c \uc704\ud574 \uc11c\ube44\uc2a4 \uc218\uc900\uacfc \ud1b5\ud654 \uc911\uc778 \uc0c1\ub2f4\uc0ac \ube44\uc728\uacfc \uac19\uc740 \uc2e4\uc2dc\uac04 \ud658\uacbd \uc870\uac74\uacfc \uc608\uce21\uc801 \ubaa8\ub378\uc758 \uade0\ud615\uc810\uc744 \ucc3e\uc544\ub0c4\uc73c\ub85c\uc368 \uace0\uac1d\uacfc \ud574\ub2f9 \uc2dc\uc810\uc5d0 \ucd5c\uc801\uc758 \uc0c1\ub2f4\uc0ac \uc5f0\uacb0\uc744 \ubaa9\ud45c\ub85c \ud569\ub2c8\ub2e4.<\/p>\n

\ub610\ud55c \ub354 \ub9ce\uc740 \uc778\ud130\ub799\uc158 \ucc98\ub9ac \uacbd\ud5d8\uc774 \ucd95\uc801\ub418\uba74 \uc2dc\uc2a4\ud15c\uc740 \uacfc\uac70 \ub370\uc774\ud130\uc640 \ub9e5\ub77d\uc744 \ubd84\uc11d\ud558\uc5ec \uc790\ub3d9\uc73c\ub85c \uacb0\uacfc\ub97c \uc608\uce21\ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \ube0c\ub79c\ub4dc \uac00\uce58\ub97c \uc785\uc99d\ud558\uace0 \uc2e0\uaddc \uace0\uac1d\uc744 \ud655\ubcf4\ud558\uba74\uc11c \uae30\uc874 \uace0\uac1d\uacfc\uc758 \uad00\uacc4\ub97c \uac15\ud654\ud558\ub294 \ub3d9\uc2dc\uc5d0 \uc6b4\uc601\uc744 \ucd5c\uc801\ud654\ud560 \uc0c8\ub85c\uc6b4 \uae30\ud68c\ub97c \ucc3d\ucd9c\ud560 \uc218 \uc788\uae30 \ub54c\ubb38\uc5d0 \uacb0\uacfc\uc801\uc73c\ub85c \uc9c0\uc18d\uc801\uc778 \uace0\uac1d \ub9cc\uc871\ub3c4 \ubc0f \ucda9\uc131\ub3c4 \ud5a5\uc0c1\uacfc \uc6b4\uc601 \ud6a8\uc728\uc131 \uc99d\uac00\ub77c\ub294 \ub450 \ub9c8\ub9ac \ud1a0\ub07c\ub97c \ub3d9\uc2dc\uc5d0 \uc7a1\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc0c8\ub85c\uc6b4<\/strong> \ud604\uc2e4\uc5d0<\/strong> \uc801\uc751<\/strong>
\n<\/strong>\ub2e4\uc591\ud55c \ucc44\ub110\uc744 \ub118\ub098\ub4dc\ub294 \ubcf5\uc7a1\ud55c \uace0\uac1d \uc5ec\uc815\uc774 \uc6b0\ub9ac\uac00 \ub9c8\uc8fc\ud55c \ud604\uc2e4\uc785\ub2c8\ub2e4. \uc218\ub9ce\uc740 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \uc635\uc158\uc774 \uc874\uc7ac\ud558\uae30 \ub54c\ubb38\uc5d0 \uace0\uac1d\uc740 \uc5b8\uc81c\ub77c\ub3c4 \uc790\uc2e0\uc5d0\uac8c \ub9de\ub294 \ucc44\ub110\uc744 \uc0ac\uc6a9\ud558\uace0\uc790 \ud558\uba70, \uc6d0\ud65c\ud55c \uac1c\uc778\ubcc4 \ub9de\ucda4\ud654\ub41c \uace0\uac1d \uacbd\ud5d8\uc744 \uae30\ub300\ud569\ub2c8\ub2e4. \uc2dc\uc7a5\uc5d0\uc11c \uacbd\uc7c1\ub825\uc744 \uc720\uc9c0\ud558\uba74\uc11c \uae30\uc5c5\uc744 \ucc28\ubcc4\ud654\ud558\ub824\uba74 \uc774\ub7ec\ud55c \ud604\uc2e4\uc5d0 \ubc18\ub4dc\uc2dc \uc900\ube44\ub418\uc5b4 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4. \uc774\ub97c \uc704\ud574\uc11c\ub294 \uace0\uac1d \uc5ec\uc815 \ub9e4\ud551, \uc870\uc728, \ubaa8\ub2c8\ud130\ub9c1, \ucd5c\uc801\ud654\uac00 \ud544\uc218\uc785\ub2c8\ub2e4.<\/p>\n

\uc9c0\uae08 \ubc14\ub85c \ubc31\uc11c \uc815\uad50\ud558\uac8c \uc124\uacc4\ub41c \uc5ec\uc815\uc73c\ub85c \uace0\uac1d \uacbd\ud5d8 \ucd5c\uc801\ud654<\/a>\ub97c \ub2e4\uc6b4\ub85c\ub4dc\ud558\uc2dc\uc5b4 \ub370\uc774\ud130 \uae30\ubc18\uc73c\ub85c \ucd5c\uc801\ud654\ub41c \uace0\uac1d \uc5ec\uc815\uc744 \uad6c\ud604\ud558\ub294 \ubc29\ubc95\uc5d0 \ub300\ud574 \uc790\uc138\ud788 \uc54c\uc544\ubcf4\uc2dc\uae30 \ubc14\ub78d\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

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