{"id":441409,"date":"2022-07-25T18:28:11","date_gmt":"2022-07-26T01:28:11","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=441409"},"modified":"2025-11-06T16:24:43","modified_gmt":"2025-11-07T00:24:43","slug":"4-strategies-to-transform-the-retail-cx","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/4-strategies-to-transform-the-retail-cx","title":{"rendered":"\ub9ac\ud14c\uc77c\/\uc774\ucee4\uba38\uc2a4 \uace0\uac1d \uacbd\ud5d8 \ud601\uc2e0\uc744 \uc704\ud55c 4\uac00\uc9c0 \uc804\ub7b5"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]\uc804 \uc138\uacc4\uac00 \ube60\ub978 \uc18d\ub3c4\ub85c \u2018\ud3ec\uc2a4\ud2b8 \ucf54\ub85c\ub098\u2019 \uc2dc\ub300\ub97c \uc5f4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc9c0\ub09c 2\ub144 \ubc18\uc758 \uc720\ub840\uc5c6\ub294 \ud32c\ub370\ubbf9\uc73c\ub85c \ubaa8\ub4e0 \uac83\uc774 \ubc14\ub00c\uc5c8\uc2b5\ub2c8\ub2e4. \uc774\ucee4\uba38\uc2a4\ub294 \uc77c\uc0c1\uc774 \ub418\uc5c8\uace0, \uc0ac\ub78c\ub4e4\uc740 \ub2e4\uc591\ud55c \ucc44\ub110\uc744 \ud1b5\ud574 \uc18c\ud1b5\ud558\uace0 \uc18c\ube44\ud558\uba70, \uace0\uac1d\uc774 \uae30\ub300\ud558\ub294 \uacbd\ud5d8\uc740 \ud55c\uc5c6\uc774 \ub192\uc544\uc84c\uc2b5\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

\uc624\ub298\ub0a0 \ub9ac\ud14c\uc77c, \uc774\ucee4\uba38\uc2a4 \uc5c5\uacc4\ub294 \ub9ce\uc740 \ub3c4\uc804\uc5d0 \uc9c1\uba74\ud574 \uc788\uc2b5\ub2c8\ub2e4. \ucf54\ub85c\ub098-19\uac00 \ubab0\uace0 \uc628 \uc720\ud1b5\uc758 \uc704\uae30\uc640 \ubcc0\ub3d9\uc131 \ub54c\ubb38\uc5d0 \ubcc0\ud654\uac00 \uc774\uc81c \ud601\uc2e0\uc758 \uc0c8\ub85c\uc6b4 \uae30\uc900\uc774 \ub418\uc5c8\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4.\u00a0\u00a0<\/span><\/p>\n

\ub530\ub77c\uc11c \uc624\ub298\ub0a0 \ub9ac\ud14c\uc77c \uae30\uc5c5\uc740 \uc0c8\ub85c\uc6b4 \uc18c\ube44 \ud658\uacbd\uc5d0 \uc2e0\uc18d\ud788 \uc801\uc751\ud574\uc57c \ud560 \ub54c\uc785\ub2c8\ub2e4. \uae30\uc5c5\uc740 \uc18c\ube44\uc790\uac00 \uc6d0\ud558\ub294 \uac83\uc744, \uc6d0\ud558\ub294 \ub54c, \uc6d0\ud558\ub294 \ud615\ud0dc\ub85c \uc81c\uacf5\ud560 \uc218 \uc788\uc5b4\uc57c \ud558\uba70, \uc774 \uac19\uc740 \uace0\uac1d \uacbd\ud5d8\uc740 \ub9ac\ud14c\uc77c\/\uc774\ucee4\uba38\uc2a4 \ucee8\ud0dd\uc13c\ud130\uc5d0\uc11c\ub3c4 \uc774\uc5b4\uc838\uc57c \ud569\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

 <\/p>\n

\ub9ac\ud14c\uc77c\/\uc774\ucee4\uba38\uc2a4 \uace0\uac1d \uacbd\ud5d8 \ud601\uc2e0\uc744 \uc704\ud55c 4\uac00\uc9c0 \uc804\ub7b5<\/b><\/h4>\n

\uace0\uac1d\uc740 \uc5ec\ub7ec \ucc44\ub110\uc744 \uc624\uac00\uba70 \ucee8\ud0dd\uc13c\ud130\uc5d0 \uc5f0\ub77d\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc790\uc2e0\uc774 \uc5b4\ub5a4 \ucc44\ub110\uc744 \uc120\ud0dd\ud558\ub4e0 \ub300\ud654\uc758 \ub9e5\ub77d\uc774 \ub04a\uae40 \uc5c6\uc774 \uc774\uc5b4\uc9c0\uae38 \ubc14\ub78d\ub2c8\ub2e4. \ubaa8\ub4e0 \ucc44\ub110\uc5d0\uc11c \uac1c\uc778\ud654\ub41c \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\ub97c \uc81c\uacf5\ud574\uc57c \ud558\ub294 \uc774\uc720\uc785\ub2c8\ub2e4. \uadf8\ub7ec\uae30 \uc704\ud574\uc120 \ubcc0\ud654\uac00 \ubd88\uac00\ud53c\ud569\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

    \n
  1. \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ud50c\ub7ab\ud3fc \ud1b5\ud569<\/b><\/li>\n<\/ol>\n

    \ubaa8\ub4e0 \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \ucc44\ub110\uc5d0\uc11c \uc77c\uad00\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub824\uba74 \uc5d0\ucf54\uc2dc\uc2a4\ud15c\uc744 \uac04\uc18c\ud654\ud558\uace0 \ub370\uc774\ud130\ub97c \ud1b5\ud569\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774\ub54c<\/span> \u2018\uac1c\ubc29\ud615 \ud074\ub77c\uc6b0\ub4dc \ud50c\ub7ab\ud3fc\u2019<\/span><\/a>\uc744 \uc0ac\uc6a9\ud558\uba74 \uae30\uc874 \uae30\uc220\uc744 \uc27d\uac8c \ud1b5\ud569\ud558\uace0, \uc0c8\ub85c\uc6b4 \uae30\uc220\uc744 \ube60\ub974\uac8c \ucd94\uac00\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span><\/p>\n

    \ubb38\uc758\uac00 \ub9ce\uc740 \uc2dc\uac04\ub300\uc5d0 \uc0c1\ub2f4\uc11d\uc744 \ud655\uc7a5\ud560 \uc218 \uc788\ub294 \uc720\uc5f0\uc131\uae4c\uc9c0 \uac16\ucd94\uba70 \uace0\uac1d\uc5d0\uac8c \ucd5c\uc0c1\uc758 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uac8c \ub429\ub2c8\ub2e4.\u00a0<\/span> \uc0c1\ub2f4\uc0ac\uc5d0\uac8c\ub3c4 \uc720\uc6a9\ud569\ub2c8\ub2e4. \uace0\uac1d\uc758 \ubb38\uc81c \ud574\uacb0\uc5d0 \ud544\uc694\ud55c \uc815\ubcf4\ub97c \ucc3e\uae30 \uc704\ud574 \uc5ec\ub7ec \uc2dc\uc2a4\ud15c\uacfc \ud234\uc744 \uc624\uac08 \uc77c \uc5c6\uc774 \ub2e8\uc77c \ub370\uc2a4\ud06c\ud1b1\uc5d0\uc11c \uace0\uac1d\uc758 \uc5ec\uc815\uc744 \uc885\ud569\uc801\uc73c\ub85c \ud30c\uc545\ud560 \uc218 \uc788\uae30 \ub54c\ubb38\uc785\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \ubb38\uc81c \ud574\uacb0\uc5d0 \uc18d\ub3c4\ub97c \ub192\uc774\uace0, \uc2dc\uac04\uacfc \ube44\uc6a9\uc744 \uc808\uc57d\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

      \n
    1. \uc5ec\uc815\uacfc \ucc44\ub110 \uc804\ubc18\uc5d0\uc11c \uc870\uc728\ub41c \uace0\uac1d \uacbd\ud5d8<\/strong><\/li>\n<\/ol>\n

      \ub300\ubd80\ubd84\uc758 \ub9ac\ud14c\uc77c\/\uc774\ucee4\uba38\uc2a4 \uae30\uc5c5\uc740 \uc74c\uc131, \ucc57\ubd07, \uba54\uc2dc\uc9d5 \uc571 \ub4f1 \ub2e4\uc591\ud55c \ud234\uc744 \uc774\uc6a9\ud574 \uc5ec\ub7ec \ucc44\ub110\uc5d0\uc11c \uc18c\ube44\uc790\uc640 \uc778\ud130\ub799\uc158\ud569\ub2c8\ub2e4. \uc774\ub97c \ub2e8\uc77c \uc5ec\uc815\uc73c\ub85c \uad00\ub9ac\ud558\ub824\uba74 <\/span>\u2018\uc634\ub2c8\ucc44\ub110 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158<\/span><\/a> \uc5d4\uc9c4\u2019\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. <\/span><\/p>\n

      \uc774 \uc5d4\uc9c4\uc740 \uc5ec\ub7ec \ucc44\ub110\uc5d0\uc11c\uc758 \uc6d0\ud65c\ud55c \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\uc740 \ubb3c\ub860, \uace0\uac1d\uc5d0\uac8c \uc77c\uad00\ub41c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d \ucc44\ub110\uc744 \ud1b5\ud569, \uc870\uc728, \uc5f0\uacc4\ud558\uc5ec, \ub2e8\uc808\uc744 \uc5c6\uc560\ub294 \ub370 \ucd08\uc810\uc744 \ub46c\uc57c \ud569\ub2c8\ub2e4.<\/span> \ub2e4\uc591\ud55c \ucc44\ub110\uc5d0 \uac78\uccd0 \ub9e5\ub77d\uc744 \uc720\uc9c0\ud558\ub294 \uac83. \uc774\uac83\uc774 \uc634\ub2c8\ucc44\ub110\uc758 \uac15\ub825\ud55c \uae30\ub2a5\uc774\uba70, \uc6f9 \uc0ac\uc774\ud2b8 \ud65c\ub3d9, SNS, \uc804\ud654 \ud1b5\ud654, \uc218\ubc1c\uc2e0\ub41c \uc774\uba54\uc77c \ub4f1 \uadf8 \uc5b4\ub5a4 \ucc44\ub110\uc5d0\uc11c\ub3c4 \ub9e5\ub77d\uc744 \ucc3e\uace0 \uc774\ub97c \ud65c\uc6a9\ud55c\ub2e4\uba74 \uace0\uac1d\uc774 \uc5ec\uc815\uc744 \uacc4\uc18d \uc9c4\ud589\ud560 \uc218 \uc788\ub3c4\ub85d \ub3d5\ub294 \ub370 \ud544\uc694\ud55c \uc815\ubcf4\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

        \n
      1. \uace0\uac1d\uc774 \uc6d0\ud558\ub294 \ubc29\uc2dd\uc73c\ub85c \uc120\uc81c\uc801 \uc778\ud130\ub799\uc158\u00a0<\/strong><\/li>\n<\/ol>\n

        \uace0\uac1d \uc5ec\uc815\uc744 \ud6a8\uacfc\uc801\uc73c\ub85c \uad00\ub9ac\ud558\ub824\uba74 \uc911\uc694\ud55c \uc811\uc810\uc744 \ud30c\uc545\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uc5ec\uc815 \uc804\ubc18\uc5d0 \uac78\uccd0 \uace0\uac1d\uc758 \ub2c8\uc988\uc640 \uc6b0\uc120\uc21c\uc704\ub97c \uc608\uce21\ud560 \uc218 \uc788\ub294 \uc778\uc0ac\uc774\ud2b8\ub97c \uc5bb\uc744 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>\u2018\uc608\uce21 \uae30\ubc18 \uc778\uac8c\uc774\uc9c0\ud2b8\u2019<\/span><\/a>\ub294 AI\ub97c \ud1b5\ud574 \uc2e4\uc2dc\uac04\uc73c\ub85c \uc18c\ube44\uc790\ub97c \ubd84\uc11d\ud558\uc5ec \uc120\uc81c\uc801\uc73c\ub85c \uc778\ud130\ub799\uc158\ud569\ub2c8\ub2e4. \ucc44\ud305\uc774\ub098 \ucf58\ud150\uce20 \uc81c\uc548\uc744 \uc790\ub3d9\uc73c\ub85c \ud2b8\ub9ac\uac70\ud558\uc5ec \ud574\ub2f9 \uc5ec\uc815\uc5d0\uc11c \ub2e4\uc74c \ub2e8\uacc4\ub85c \uc720\ub3c4\ud569\ub2c8\ub2e4. <\/span><\/p>\n

        \uace0\uac1d\uc5d0 \ub300\ud574 \uc9c0\uc18d\uc801\uc73c\ub85c \uc54c\uc544\uac00\uba74\uc11c \ud574\ub2f9 \uc5ec\uc815\uc5d0\uc11c \uad6c\ub9e4 \ud3ec\uae30\uc640 \uc774\ud0c8\uc744 \ucd08\ub798\ud558\ub294 \uc9c0\uc810\ub3c4 \ud30c\uc545\ud558\uac8c \ub429\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc9c0\uc2dd\uc744 \ubc14\ud0d5\uc73c\ub85c \uc801\uc2dc\uc5d0 \ud544\uc694\ud55c \uc870\uce58\ub97c \uc81c\uc548\ud558\uc5ec \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\uc640 \uace0\uac1d \uacbd\ud5d8\uc744 \ucd5c\uc801\ud654\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.\u00a0<\/span><\/p>\n

          \n
        1. \ubaa8\ub4e0 \uacbd\ud5d8\uc5d0 \ud568\uaed8\ud558\ub294 \u2018\uacf5\uac10\u2019<\/strong><\/li>\n<\/ol>\n

          \ub300\ud654\uc5d0 \uacf5\uac10\uc744 \ub354\ud558\uba74 \uc2e0\ub8b0\ub97c \uacac\uace0\ud788 \ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>\u2018\uac1c\uc778 \ub9de\ucda4\ud654 \uacbd\ud5d8 \uc81c\uacf5\u2019<\/span><\/a>\uc740 \uacf5\uac10\uc744 \ubcf4\uc5ec\uc8fc\ub294 \uc88b\uc740 \ubc29\ubc95\uc785\ub2c8\ub2e4. \uace0\uac1d\uc758 \uc778\ud130\ub799\uc158\uc744 \uc885\ud569\uc801\uc73c\ub85c \ubcfc \uc218 \uc788\ub2e4\uba74 \uace0\uac1d\uc758 \uc6b0\uc120\uc21c\uc704\uc640 \ub2c8\uc988\uc5d0 \ub300\ud55c \uc774\ud574\ub97c \ub192\uc77c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub9ac\uace0 AI\ub97c \ud1b5\ud574 \ucc28\uc120\ucc45\uacfc \ub300\uc751\ucc45\uc744 \uc608\uce21\ud558\uace0 \uc131\uacfc\ub97c \ubaa8\ub2c8\ud130\ub9c1\ud558\uc5ec, \uc9c0\uc18d\uc801\uc73c\ub85c \uac1c\uc120\ud560 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

          \ud544\uc694\ud55c \uc11c\ube44\uc2a4\ub97c \uc81c \ub54c\uc5d0 \uc81c\uacf5\ud558\uace0, \uacbd\ud5d8\uc774 \ucd5c\ub300\ud55c \ubd88\ud3b8\ud558\uc9c0 \uc54a\ub3c4\ub85d \ud558\ub294 \uac83\ub3c4 \uacf5\uac10\uc73c\ub85c \uac00\ub294 \uc5ec\uc815\uc785\ub2c8\ub2e4. <\/span><\/p>\n

          \uc798 \uc124\uacc4\ub41c <\/span>\u2018\uc140\ud504\uc11c\ube44\uc2a4\u2019<\/span> \uc635\uc158\uc744 \ud1b5\ud574 \uc18c\ube44\uc790\uac00 \ud544\uc694\ub85c \ud558\ub294 \uc9c0\uc6d0\uc744 \ube60\ub974\uace0 \ud3b8\ub9ac\ud558\uac8c \uc81c\uacf5\ud574 \ubcf4\uc138\uc694.\u00a0 <\/span>\ub6f0\uc5b4\ub09c \uc18c\ube44\uc790 \uacbd\ud5d8\uc774\uc57c\ub9d0\ub85c \ub9ac\ud14c\uc77c\/\uc774\ucee4\uba38\uc2a4 \uae30\uc5c5\uc758 \uacbd\uc7c1\ub825\uc785\ub2c8\ub2e4. \uc18c\ube44\uc790\uac00 \ube0c\ub79c\ub4dc\uc640 \ub9cc\ub098\ub294 \ucd5c\uc77c\uc120\uc5d0 \uc790\ub9ac\ud55c \uc0c1\ub2f4\uc0ac\uac00 \ucd5c\uc801\uc758 \uc815\ubcf4\ub97c \ubc14\ud0d5\uc73c\ub85c, \ucd5c\uc801\uc758 \uc2dc\uc810\uc5d0, \ucd5c\uc801\uc758 \ucc44\ub110\uc5d0\uc11c, \uc120\uc81c\uc801\uc73c\ub85c \uc778\ud130\ub799\uc158\ud560 \uc218 \uc788\ub3c4\ub85d \ud574\uc57c \ud569\ub2c8\ub2e4. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_row][vc_column]

          \uacf5\uac10\uacfc \uc774\ud574\ub97c \ubc14\ud0d5\uc73c\ub85c \ubaa8\ub4e0 \ub300\ud654\ub97c \uc218\ud589\ud558\ub294 \uac83. \ub9ac\ud14c\uc77c\/\uc774\ucee4\uba38\uc2a4 \uae30\uc5c5\uc758 \uacbd\uc7c1\ub825\uc774 \uc2dc\uc791\ub418\ub294 \uc9c0\uc810\uc785\ub2c8\ub2e4. <\/span>\ub9ac\ud14c\uc77c \uace0\uac1d \uc11c\ube44\uc2a4 \uc194\ub8e8\uc158<\/span>\uc73c\ub85c \uc9c0\uae08, \uc2dc\uc791\ud574 \ubcf4\uc138\uc694.\u00a0<\/span><\/p>\n<\/div>

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