{"id":462274,"date":"2022-12-28T22:18:06","date_gmt":"2022-12-29T06:18:06","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=462274"},"modified":"2022-12-28T22:18:06","modified_gmt":"2022-12-29T06:18:06","slug":"5-customer-experience-predictions-for-2023","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/5-customer-experience-predictions-for-2023","title":{"rendered":"2023\ub144 \uace0\uac1d \uacbd\ud5d8\uc744 \uc774\ub044\ub294 5\uac00\uc9c0 \uc804\ub9dd \ubc0f \ud2b8\ub80c\ub4dc"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\uc62c\ud574\ub294 \uae30\ubcf5\uc774 \uc720\ub3c5 \uc2ec\ud55c \ud55c \ud574\uc600\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ubc0f \uc9c1\uc6d0\uc758 \uae30\ub300\uce58 \uc0c1\uc2b9\ubd80\ud130 \ud32c\ub370\ubbf9 \uc774\ud6c4\uc758 “\ub274 \ub178\uba40” \uc2dc\ub300, \uacbd\uc81c \uc545\ud654\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0 2022\ub144\uc740 \uc5b4\ub824\uc6b4 \ubb38\uc81c\ub4e4\uc774 \ub9ce\uc558\uc2b5\ub2c8\ub2e4.<\/p>\n

\uadf8\ub807\ub2e4\uba74 \ub2e4\uac00\uc624\ub294 2023\ub144\uc740 \uc5b4\ub5a8\uae4c\uc694? \uc99d\uac00\ud558\ub294 \uacbd\uc81c\uc801 \ubd88\ud655\uc2e4\uc131\uc744 \ubc30\uacbd\uc73c\ub85c 2023\ub144\uc740 \uace0\uac1d \uacbd\ud5d8(CX) \uc0b0\uc5c5\uc5d0 \ubcc0\uace1\uc810\uc744 \ub9cc\ub4dc\ub294 \ud55c \ud574\uac00 \ub420 \uac83\uc785\ub2c8\ub2e4. \uae30\uc5c5\uc740 \ucc28\uc138\ub300 \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \uc7ac\uc815\uc758\ud558\uace0 \uc804\ub2ec\ud558\uae30 \uc704\ud574 \ub178\ub825\ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

Genesys\ub294 \ubaa8\ub4e0 \uace0\uac1d \uc811\uc810\uc744 \uc5f0\uacb0\ud558\uace0 \uae30\uc5b5\uc5d0 \ub0a8\ub294 \uae0d\uc815\uc801\uc778 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \uae00\ub85c\ubc8c \ube0c\ub79c\ub4dc\uc758 #1 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uc5d4\uc9c4\uc784\uc744 \uc790\ub791\uc2a4\ub7fd\uac8c \uc0dd\uac01\ud569\ub2c8\ub2e4. Genesys Cloud\u2122<\/a> \ud50c\ub7ab\ud3fc\uc740 \uc774\uc81c \uc804 \uc138\uacc4 4,000\uac1c \uc774\uc0c1\uc758 \uc870\uc9c1\uc5d0\uc11c 800,000\uba85 \uc774\uc0c1\uc758 \uc0c1\ub2f4\uc0ac\ub97c \uc9c0\uc6d0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub9ce\uc740 \uae30\uc5c5\uc774 \uae30\uc5c5 \ud601\uc2e0\uc744 \uc704\ud574 CX \ud22c\uc790\ub97c \uc544\ub07c\uc9c0 \uc54a\ub294 \uac83\uc744 \uc54c\uae30\uc5d0 \uc774 \uc218\uce58\ub294 \ub2f9\uc0ac\uc5d0 \uc788\uc5b4 \ub9e4\uc6b0 \uc911\uc694\ud55c \uc774\uc815\ud45c\uc785\ub2c8\ub2e4.<\/p>\n

\uc9c0\ub09c \ud55c \ud574\uac00 \uc6b0\ub9ac\uc5d0\uac8c \uac00\ub974\uccd0 \uc900 \uac83\uc744 \ub3cc\uc544\ubcf4\uba74\uc11c \ub3c4\uc804\uc744 \ubcc0\ud654\ub85c \ubc14\uafb8\ub294 2023\ub144\uc5d0 \ub300\ud55c Genesys\uc758 \uace0\uac1d \uacbd\ud5d8 \uc804\ub9dd\uc740 \ub2e4\uc74c\uacfc \uac19\uc2b5\ub2c8\ub2e4.<\/p>\n

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1. \uc870\uc9c1\uc740 \uc9c1\uc6d0 \uacbd\ud5d8\uc744 CX \uc804\ub7b5 \ubc0f \ube44\uc988\ub2c8\uc2a4 \uc6b0\uc120 \uc21c\uc704\uc758 \ud575\uc2ec\uc5d0 \ub458 \uac83\uc785\ub2c8\ub2e4.<\/strong><\/p>\n

\uae30\uc5c5\ub4e4\uc740 \ud32c\ub370\ubbf9 \uae30\uac04 \ub3d9\uc548 \uac1c\uc778\ud654\uc640 \uacf5\uac10\uc744 \ucd09\uc9c4\ud558\uae30 \uc704\ud574 \ub370\uc774\ud130\uc640 \uae30\uc220\uc744 \uc0ac\uc6a9\ud558\uc5ec \uc9c0\uc18d\uc801\uc73c\ub85c \ubcc0\ud654\ud558\ub294 \uace0\uac1d \uae30\ub300\uce58\uc5d0 \uc2e0\uc18d\ud558\uac8c \ub300\uc751\ud588\uc9c0\ub9cc \uc9c1\uc6d0 \uacbd\ud5d8\uc740 \ub300\uccb4\ub85c \ub4b7\uc804\uc73c\ub85c \ubc00\ub824\ub0ac\uc2b5\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d\uacfc \ubc00\uc811\ud55c \uc778\ud130\ub799\uc158\uc744 \ud558\ub294 \ucd5c\uc77c\uc120\uc5d0 \uc788\ub294 \uace0\uac1d \uc11c\ube44\uc2a4 \uc0c1\ub2f4\uc0ac\uc5d0\uac8c \ud2b9\ud788 \ud574\ub2f9\ub429\ub2c8\ub2e4.<\/p>\n

\uacbd\ud5d8 \uacbd\uc81c\uc758 \uc2dc\ub300\uc5d0\uc11c \uc131\uacf5\ud55c\ub2e4\ub294 \uac83\uc740 \uc0ac\ub78c\uc744 \uba3c\uc800 \uc0dd\uac01\ud558\ub294 \uac83\uc744 \uc758\ubbf8\ud558\uba70 \uc5ec\uae30\uc5d0\ub294 \uc9c1\uc6d0\ub3c4 \ud3ec\ud568\ub429\ub2c8\ub2e4. \ub0b4\ub144\uc5d0\ub294 \ub354 \ub9ce\uc740 \uc870\uc9c1\uc774 \uc7a5\uae30 CX \uc804\ub7b5 \ubc0f \uc804\ubc18\uc801\uc778 \ube44\uc988\ub2c8\uc2a4 \uc131\uc7a5 \uacbd\ub85c\uc758 \uc77c\ubd80\ub85c \uc9c1\uc6d0 \uacbd\ud5d8\uc5d0 \ub300\ud574 \uc7ac\uace0\ud558\uace0 \ub2e4\uc2dc \ucd08\uc810\uc744 \ub9de\ucd94\ub294 \uac83\uc744 \ubcf4\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

\uc8fc\uc694 \uc774\ub2c8\uc154\ud2f0\ube0c\uc5d0\ub294 \uc0c1\ub2f4\uc0ac \ub370\uc2a4\ud06c\ud1b1 \uacbd\ud5d8\uc744 \uac1c\uc120\ud558\uace0 \ud604\uc7ac \uace0\uac1d\uc744 \uc9c0\uc6d0\ud558\uae30 \uc704\ud55c \uc62c\ubc14\ub978 \uc815\ubcf4\ub97c \uc81c\uacf5\ud558\ub294 \uac83\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4. \ud559\uc2b5 \ubc0f \uac1c\ubc1c\uc740 \uac1c\uc778\ud654\ub418\uc5b4 \uc0dd\uc0b0\uc131\ubfd0\ub9cc \uc544\ub2c8\ub77c \ub9ac\ub354\uc2ed, \uae30\uc220 \uac1c\ubc1c \ubc0f \uacbd\ub825 \uc131\uc7a5\ubfd0\ub9cc \uc544\ub2c8\ub77c \uc7ac\ubbf8 \uc788\uace0 \ub9e4\ub825\uc801\uc778 \uc9c1\uc7a5\uc744 \ub9cc\ub4dc\ub294 \ub370 \ub354 \uc911\uc694\uc131\uc744 \ub458 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

\uc21c\uc704\ud45c \ubc0f \ucf58\ud14c\uc2a4\ud2b8\uc640 \uac19\uc740 \uac8c\uc784 \uba54\ucee4\ub2c8\uc998\uc744 \uc0ac\uc6a9\ud558\ub294 \uac8c\uc784\ud654<\/a>\ub294 \uc9c1\uc6d0\ub4e4\uc774 \uae30\uc220\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub3d9\uc548 \uac74\uc804\ud55c \uacbd\uc7c1, \ud611\uc5c5 \ubc0f \ucc38\uc5ec\ub97c \uc720\ub3c4\ud558\ub294 \ub370 \uc911\uc694\ud55c \uc5ed\ud560\uc744 \ud560 \uac83\uc785\ub2c8\ub2e4. \ub610\ud55c \uc7ac\ud0dd \ubc0f \ud558\uc774\ube0c\ub9ac\ub4dc \uadfc\ubb34\uac00 \uacc4\uc18d \uc720\uc9c0\ub418\uba74\uc11c \ud68c\uc0ac\ub294 \uc131\uacf5\uc801\uc778 \uace0\uac1d \uc778\ud130\ub799\uc158\uc744 \ubcf4\uc7a5\ud558\uae30 \uc704\ud574 \ubc14\uc9d5 (barging; \ub07c\uc5b4\ub4e4\uae30) \ub610\ub294 \uc2e4\uc2dc\uac04 \ud1b5\ud654 \uc704\uc2a4\ud37c\ub9c1 (whispering) \uacfc \uac19\uc740 \uc0c1\ub2f4\uc0ac \uc9c0\uc6d0 \uae30\uc220\uc5d0 \ub354 \ub9ce\uc774 \uc758\uc874\ud558\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

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2. \uc778\uac74\ube44 \uc99d\uac00\ub294 \uc9c1\uc6d0 \ubc0f \uace0\uac1d \ub9cc\uc871\uc744 \uc704\ud55c \uc778\uacf5 \uc9c0\ub2a5(AI) \ubc0f \ub514\uc9c0\ud138 \uc790\ub3d9\ud654\uc758 \uc131\uc7a5\uc744 \ucd09\uc9c4\ud560 \uac83\uc785\ub2c8\ub2e4.<\/strong><\/p>\n

\ucd5c\uadfc \uc815\ub9ac \ud574\uace0\uc758 \ubb3c\uacb0\uc774 \ud14c\ud06c \uae30\uc5c5\uc744 \ud729\uc4f8\uace0 \uc788\uc9c0\ub9cc \uc9c1\uc6d0 \uc720\uc9c0\ub294 \ub9ce\uc740 \uc870\uc9c1, \ud2b9\ud788 \ucee8\ud0dd \uc13c\ud130\uc5d0\uc11c \uc5ec\uc804\ud788 \uc5b4\ub824\uc6b4 \uacfc\uc81c\uc785\ub2c8\ub2e4. \uc218\uc2ed \ub144 \ub3d9\uc548 CX\ub294 \ud6a8\uc728\uc131\uc744 \uc704\ud574 \uad6c\ucd95\ub418\uc5c8\uc73c\uba70 \ucc98\ub9ac \uc2dc\uac04\uacfc \uac19\uc740 \uba54\ud2b8\ub9ad\uc5d0 \ucd5c\uc801\ud654\ub418\uc5c8\uc2b5\ub2c8\ub2e4.<\/p>\n

\ub0a8\uc740 \uc9c1\uc6d0\ub4e4\uc774 \uc790\uc2e0\uc758 \uac00\uce58\ub97c \uc54c\uace0 \uc77c\ud558\ub294 \ubc29\uc2dd\uc5d0 \uc758\ubb38\uc744 \uc81c\uae30\ud558\ub294 \uc804\ub840 \uc5c6\ub294 \ubcc0\ud654\uc758 \uc2dc\ub300\uc785\ub2c8\ub2e4. CX \ud504\ub85c\uadf8\ub7a8\uacfc \ud568\uaed8 \uc9c1\uc6d0 \uc131\uc7a5\uc5d0 \ud22c\uc790\ud558\uc9c0 \uc54a\ub294 \ube44\uc988\ub2c8\uc2a4 \ub9ac\ub354\ub294 \ub192\uc740 \uc774\uc9c1\ub960\ub85c \uc778\ud574 \uc778\uc7ac \ud655\ubcf4\uc5d0 \ub354 \ub9ce\uc740 \ub9ac\uc18c\uc2a4\ub97c \uc0ac\uc6a9\ud558\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

2023\ub144\uc5d0\ub294 \uc62c\ubc14\ub978 AI \uae30\uc220\uacfc \ub514\uc9c0\ud138 \uc790\ub3d9\ud654\ub85c \uc0c1\ub2f4\uc6d0 \uc778\ub825\uc744 \ub298\ub9ac\ub294 \uac83\uc774 CX\ubfd0\ub9cc \uc544\ub2c8\ub77c \uc9c1\uc6d0 \ucc38\uc5ec \ubc0f \uc804\ubc18\uc801\uc778 \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \uc704\ud55c \ud604\uba85\ud55c \ud22c\uc790\uc784\uc744 \ub354 \ub9ce\uc740 \ud68c\uc0ac\uac00 \uae68\ub2eb\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

\ub2e8\uc21c\ud788 \ub354 \ub9ce\uc740 \uc11c\ube44\uc2a4 \uc0c1\ud638 \uc791\uc6a9\uc744 \uc790\ub3d9\ud654\ud558\ub294 \ub300\uc2e0 \uae30\uc5c5\uc740 AI\ub97c \uc0ac\uc6a9\ud558\uc5ec \uc140\ud504 \uc11c\ube44\uc2a4 \ubc0f \uc0c1\ub2f4\uc0ac \uc9c0\uc6d0 \uc778\ud130\ub799\uc158\uc5d0\uc11c \uacbd\ud5d8\uc758 \uc778\uac04\uc801 \uce21\uba74\uc744 \ub354\uc6b1 \ubd80\uac01\ud560 \uac83\uc785\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574 \uae30\uc5c5\uc740 \ub354 \ud070 \uace0\uac1d \ub9cc\uc871\ub3c4\ub97c \uc81c\uacf5\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc0c1\ub2f4\uc0ac \uad8c\ud55c \ubd80\uc5ec \ubc0f \uae0d\uc815\uc801\uc778 ROI\ub97c \ucc3d\ucd9c\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc801\uc2dc\uc5d0 \uc62c\ubc14\ub978 \uc815\ubcf4\ub97c \ud45c\uc2dc\ud568\uc73c\ub85c\uc368 AI \ubc0f \uc790\ub3d9\ud654 \uae30\uc220\uc740 \uc77c\uc0c1\uc801\uc778 \uc791\uc5c5\uc744 \ub514\uc9c0\ud138 \ubc0f \uc140\ud504 \uc11c\ube44\uc2a4 \ucc44\ub110\ub85c \uc804\ud658\ud558\uc5ec \uc0c1\ub2f4\uc0ac\uac00 \ub354 \ub192\uc740 \ubd80\uac00\uac00\uce58\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

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3. \ub514\uc9c0\ud138 \uc2e0\ub8b0 \uad6c\ucd95\uc740 \uace0\uac1d \ucda9\uc131\ub3c4\ub97c \uc720\uc9c0\ud558\ub294 \ub370 \ub354\uc6b1 \uc911\uc694\ud574 \uc9c8 \uac83\uc785\ub2c8\ub2e4.<\/strong><\/p>\n

\uc9c4\uc815\uc73c\ub85c \ub180\ub77c\uc6b4 \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \uac83\uc740 \uace0\uac1d\uc5d0 \ub300\ud55c \uae4a\uc740 \uc774\ud574 \uc5c6\uc774\ub294 \ubd88\uac00\ub2a5\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \ub370\uc774\ud130\ub294 \uadf8 \uacfc\uc815\uc758 \ud575\uc2ec\uc785\ub2c8\ub2e4. \uadf8\ub7ec\ub098 \ud6cc\ub96d\ud55c \ub370\uc774\ud130\uc5d0\ub294 \ud070 \ucc45\uc784\uc774 \ub530\ub985\ub2c8\ub2e4.<\/p>\n

\ud55c \ubcf4\uace0\uc11c\uc5d0 \ub530\ub974\uba74 \ub370\uc774\ud130 \uc720\ucd9c\ub85c \uc778\ud55c \ud3c9\uade0 \ube44\uc6a9\uc740 2022\ub144\uc5d0 \uc57d 900\ub9cc \ub2ec\ub7ec\uc600\uc2b5\ub2c8\ub2e4. \ucd5c\uace0\uc758 \ubcf4\uc548 \ubc0f \uac1c\uc778 \uc815\ubcf4 \ubcf4\ud638 \ud45c\uc900\uc744 \uc720\uc9c0\ud558\ub294 \uac83\uc740 \ubaa8\ub4e0 \ud68c\uc0ac\uc758 \uc6b0\uc120\uc21c\uc704\uc785\ub2c8\ub2e4. \uc774\ub294 \uc7ac\uc815\uc801 \uc704\ud5d8 \uc678\uc5d0\ub3c4 \uc7a5\uae30\uc801\uc778 \uace0\uac1d \uc2e0\ub8b0 \ubc0f \ucda9\uc131\ub3c4\ub97c \ud3ec\ud568\ud558\uc5ec \ub354 \uad11\ubc94\uc704\ud55c \uc758\ubbf8\uac00 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_single_image image=”460903″ css=”.vc_custom_1670861079504{margin-top: 1.5em !important;margin-bottom: 1.5em !important;}”][vc_column_text]\uaddc\uc815 \uc900\uc218\ub294 \uc218\ub144 \ub3d9\uc548 \ube44\uc988\ub2c8\uc2a4\uc758 \ud575\uc2ec \uacfc\uc81c\uc600\uc9c0\ub9cc \ub514\uc9c0\ud138 \uc2dc\ub300\ub85c \uc778\ud574 \uadf8 \uc911\uc694\uc131\uc774 \ub354\uc6b1 \ucee4\uc84c\uc2b5\ub2c8\ub2e4. 2020\ub144 GDPR\uc774 \ubc1c\ud6a8\ub418\uba74\uc11c \uac1c\uc778 \uc815\ubcf4 \ubcf4\ud638 \ubc0f \ubcf4\uc548\uc774 \ub110\ub9ac \ub17c\uc758\ub41c \uc8fc\uc81c\uc600\uc73c\uba70, \uae30\uc5c5\uc740 \ub354\uc6b1 \uac01\ubcc4\ud788 \uac1c\uc778 \uc2dd\ubcc4 \uc815\ubcf4\ub97c \ubcf4\ud638\ud574\uc57c \ud588\uc2b5\ub2c8\ub2e4. \ub2e4\ub978 \ub9ce\uc740 \uad6d\uac00\uc640 \uc9c0\uc5ed\uc5d0\uc11c\ub294 \uc790\uccb4 \uaddc\uc815\uc744 \ub530\ub974\uae30\ub3c4 \ud558\uc600\uc2b5\ub2c8\ub2e4.<\/p>\n

2023\ub144 \uc774\ud6c4\uc5d0 \ub354 \ub9ce\uc740 \uc0ac\uc774\ubc84 \ubcf4\uc548 \ubc0f \ub514\uc9c0\ud138 \ud0c4\ub825\uc131 \uaddc\uc815\uc774 \uc804\uba74\uc5d0 \ub4f1\uc7a5\ud568\uc5d0 \ub530\ub77c \uc774 \ubd84\uc57c\uc5d0 \ub354 \ub9ce\uc740 \uad00\uc2ec\uc744 \uae30\uc6b8\uc77c \uac83\uc73c\ub85c \uc608\uc0c1\ub429\ub2c8\ub2e4.<\/p>\n

\uc0ac\uc774\ubc84 \ubcf4\uc548, \ub370\uc774\ud130 \uac1c\uc778 \uc815\ubcf4 \ubcf4\ud638, AI \ubc0f \uae30\uacc4 \ud559\uc2b5 \uae30\uc220\uc744 \uc0ac\uc6a9\ud55c \ucc45\uc784 \ub4f1\uc5d0 \uad00\ud55c \uc18c\ube44\uc790\uc758 \ubbff\uc74c\uc740 \uc624\ub298\ub0a0 \uae30\uc5c5\uc774 \ubcf4\uc548\uc744 \uc704\ud574 \ubb34\uc5c7\uc744 \ud558\ub290\ub0d0\uc5d0 \ub2ec\ub824 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ubbc0\ub85c \ub514\uc9c0\ud138 \uc2e0\ub8b0\ub97c \uad6c\ucd95\ud558\ub294 \uac83\uc774 \uc7a5\uae30\uc801\uc778 \ube44\uc988\ub2c8\uc2a4 \uc131\uc7a5\uc5d0 \ub9e4\uc6b0 \uc911\uc694\ud569\ub2c8\ub2e4. \uae30\uc5c5\uc740 \ud2b9\ud788 \ud074\ub77c\uc6b0\ub4dc\uc5d0\uc11c \uace0\uac1d \ub370\uc774\ud130\ub97c \uc801\uc808\ud558\uac8c \ubcf4\ud638\ud558\uae30 \uc704\ud574 \uaddc\uc815 \uc900\uc218, \ub370\uc774\ud130 \uc0c1\uc8fc \ubc0f \ub370\uc774\ud130 \uc8fc\uad8c \uc694\uad6c \uc0ac\ud56d\uc744 \uc810\uc810 \ub354 \uc900\uc218\ud558\ub824\uace0 \ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

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4. \ub514\uc9c0\ud138 \ud2b8\ub79c\uc2a4\ud3ec\uba54\uc774\uc158\uc5d0 \ub300\ud55c \ud22c\uc790\ub294 \uacc4\uc18d \uac00\uc18d\ud654\ub420 \uac83\uc785\ub2c8\ub2e4.<\/strong><\/p>\n

\ucf54\ub85c\ub098-19\uc758 \ub300\uc720\ud589\uc740 \uc804 \uc138\uacc4\uac00 \ub514\uc9c0\ud138 \uc2dc\ub300\ub85c \uae09\ubcc0\ud568\uc5d0 \ub530\ub77c \uc774\ub7ec\ud55c \ubcc0\ud654\uc5d0 \uc900\ube44\ub418\uc9c0 \uc54a\uac70\ub098 \uae30\uc220\uc774 \uc0c1\ub300\uc801\uc73c\ub85c \uc57d\ud588\ub358 \ud14c\ud06c \ud6c4\ubc1c\uc8fc\uc790\uc5d0\uac8c\ub294 \ud070 \uacbd\uace0\uc600\uc2b5\ub2c8\ub2e4. \ub514\uc9c0\ud138 \uc785\uc9c0\uac00 \ubd80\uc871\ud55c \ud68c\uc0ac\ub294 \uac70\uc758 \ud558\ub8fb\ubc24 \uc0ac\uc774\uc5d0 \ub098\ud0c0\ub09c \uc0c8\ub85c\uc6b4 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uae30\uc220 \uc194\ub8e8\uc158\uc744 \uac00\ub3d9\ud574\uc57c \ud588\uc2b5\ub2c8\ub2e4. \uc2e0\uc18d\ud558\uac8c \ud589\ub3d9\ud55c \uc870\uc9c1\uc740 \uc131\uacf5\uc73c\ub85c \ubcf4\uc0c1\uc744 \ubc1b\uc558\uace0, \ub300\uc751\uc774 \ub354\ub518 \uc870\uc9c1\uc740 \uadf9\ubcf5\ud560 \uc218 \uc5c6\ub294 \uc7ac\uc815\uc801 \uc190\uc2e4\uc774\ub77c\ub294 \uc554\uc6b8\ud55c \ud604\uc2e4\uc5d0 \uc9c1\uba74\ud588\uc2b5\ub2c8\ub2e4. \uc77c\ubd80\ub294 \uc544\uc608 \ud3d0\uc5c5\ud558\uae30\ub3c4 \ud588\uc2b5\ub2c8\ub2e4.<\/p>\n

\uc870\uc9c1\uc774 \ud074\ub77c\uc6b0\ub4dc \ub610\ub294 \uae30\ud0c0 \ub514\uc9c0\ud138 \uc778\ud504\ub77c\uc5d0 \ud22c\uc790\ud588\uc9c0\ub9cc \uc624\ub298\ub0a0 \ub9ce\uc740 \uc870\uc9c1\uc774 \uc5ec\uc804\ud788 \ubd84\ub9ac\ub41c \ub2e4\uc911 \ucc44\ub110 \uc804\ub7b5 \ubc0f \uc2dc\uc2a4\ud15c\uc73c\ub85c \uc5b4\ub824\uc6c0\uc744 \uacaa\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc124\uc0c1\uac00\uc0c1\uc73c\ub85c \uc0ac\uc77c\ub85c\ud654\ub41c \uc815\ubcf4\ubcf4\ub2e4 \uac1c\uc778\ud654\ub41c CX\ub97c \uc81c\uacf5\ud558\ub294 \uac83\uc774 \uae30\uc5c5\uc5d0\uac8c\ub294 \ud6e8\uc52c \ub354 \uc5b4\ub824\uc6b4 \uacfc\uc81c\uc785\ub2c8\ub2e4.<\/p>\n

2023\ub144\uc5d0\ub294 \ub2e4\uac00\uc624\ub294 \uae00\ub85c\ubc8c \uacbd\uae30 \uce68\uccb4\uc5d0 \ub300\ud55c \ub450\ub824\uc6c0\uc5d0\ub3c4 \ubd88\uad6c\ud558\uace0 \uc870\uc9c1\uc740 \uc804\ubc18\uc801\uc778 \ub514\uc9c0\ud138 \uc804\ub7b5\uc744 \uba74\ubc00\ud788 \uc0b4\ud3b4\ubcf4\uace0 \uc774\uc5d0 \ub300\ud574 \uc9c0\uc18d\uc801\uc73c\ub85c \ud22c\uc790\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ud569\ub2c8\ub2e4. \uc5ec\uae30\uc5d0\ub294 \uae30\uc874 \uc194\ub8e8\uc158\uc758 \ub2e8\uc21c\ud55c \ud22c\uc790\uac00 \uc544\ub2c8\ub77c \ub514\uc9c0\ud138 \ud601\uc2e0\uc5d0 \ub300\ud55c \ud1b5\ud569 \uc811\uadfc \ubc29\uc2dd\uc744 \ucde8\ud558\uae30 \uc704\ud574 \uc9c0\ub09c 2\ub144 \ub3d9\uc548 \uc2e0\uc18d\ud558\uac8c \uad6c\ud604\ud55c \ub3c4\uad6c \ubc0f \ud504\ub85c\uc138\uc2a4\ub97c \uac80\ud1a0\ud558\ub294 \uac83\uc774 \ud3ec\ud568\ub429\ub2c8\ub2e4. \ub610\ud55c, \ub514\uc9c0\ud138 \uc138\uc0c1\uc5d0\uc11c \ud0dc\uc5b4\ub098\uace0 \uc790\ub77c\uba70 \ub514\uc9c0\ud138 \ucc44\ub110\uc5d0 \ub2a5\ud1b5\ud55c MZ \uc138\ub300\ub4e4\uacfc \ud568\uaed8 \ub370\uc2a4\ud06c\ud1b1\uc744 \uc7ac\uc815\uc758\ud558\uac8c \ub420 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

 <\/p>\n

5. \uc870\uc9c1\uc740 \uace0\uac1d\uc774 \ub354 \ub9ce\uc740 \uac83\uc744 \uae30\ub300\ud558\uace0 \uc694\uad6c\ud568\uc5d0 \ub530\ub77c \uacbd\ud5d8\uc744 \uc870\uc728(\uc624\ucf00\uc2a4\ud2b8\ub808\uc774\ud305)\ud558\uace0 \uc77c\uad00\uc131\uc744 \uc81c\uacf5\ud558\uae30 \uc704\ud574 \ub354\uc6b1 \ub178\ub825\ud560 \uac83\uc785\ub2c8\ub2e4.<\/strong><\/p>\n

Genesys\uc758 “\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>\u201d \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74 \uc804 \uc138\uacc4 11,000\uba85 \uc774\uc0c1\uc758 \uc18c\ube44\uc790 \uc911 83%\uac00 \uc790\uc2e0\uc758 \uc694\uad6c \uc0ac\ud56d\uc744 \uc774\ud574\ud558\ub294 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc911\uc694\ud558\uac8c \uc0dd\uac01\ud588\uc5c8\uc2b5\ub2c8\ub2e4. \uac70\uc758 \uc808\ubc18\uc774 \uc790\uc2e0\uc744 \uae30\uc5b5\ud558\ub294 \ud68c\uc0ac\uc640 \ub354 \uc5f0\uacb0\ub418\uc5b4 \uc788\ub2e4\uace0 \ub290\uaf08\uc73c\uba70 59%\ub294 \ube60\ub978 \ud574\uacb0\ubcf4\ub2e4 \uacf5\uac10\ud558\ub294 \uacbd\ud5d8\uc744 \uc120\ud638\ud588\uc2b5\ub2c8\ub2e4. \uae30\uc5c5\uc774 \uace0\uac1d \uc11c\ube44\uc2a4 \uac1c\uc120\uc5d0 \ucd08\uc810\uc744 \ub9de\ucd94\ub294 \ub3d9\uc548 \ud6a8\uc728\uc131\uc758 \uc8fc\uc694 \ucc99\ub3c4\ub85c\uc11c \uace0\uac1d \ubb38\uc81c\uc758 \ud6a8\uc728\uc801\uc778 \ud574\uacb0 \uadf8 \uc774\uc0c1\uc744 \uc0b4\ud3b4\ubd10\uc57c \ud560 \ud544\uc694\uc131\ub3c4 \uc99d\uac00\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ubbc0\ub85c \ucd5c\uc885\uc801\uc73c\ub85c\ub294 \uacbd\ud5d8\uc758 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 (\uc870\uc728)\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n

2023\ub144\uc5d0 \uae30\uc5c5\uc740 \ube44\uc988\ub2c8\uc2a4 \ub77c\uc778\uc774\ub098 \uc18c\ube44\uc790\uac00 \ube0c\ub79c\ub4dc\uc5d0 \ucc38\uc5ec\ud558\ub294 \ubc29\uc2dd\uc5d0 \uad00\uacc4\uc5c6\uc774 \uc77c\uad00\ub418\uace0 \uc5f0\uacb0\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uae30 \uc704\ud574 \uace0\uac1d \uc5ec\uc815\uc744 \uc804\uccb4\uc801\uc73c\ub85c \uc0b4\ud3b4\ubcfc \uac83\uc785\ub2c8\ub2e4. \uace0\uac1d\uc774 \ub2e4\uc591\ud55c \ucc44\ub110, \uc2dc\uc2a4\ud15c \ub610\ub294 \uc778\ud130\ub799\uc158\uc744 \ud1b5\ud574 \uc774\ub3d9\ud560 \ub54c \uc62c\ubc14\ub978 \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud558\ub294 \ub3d9\uc2dc\uc5d0 \uace0\uac1d\uc774 \ub3c4\uc6c0\uc744 \uc694\uccad\ud560 \ub54c \uc801\uc808\ud55c \uc218\uc900\uc758 \uacf5\uac10\uacfc \uc815\uc11c\uc801 \uc5f0\uacb0\uc744 \uc81c\uacf5\ud558\ub294 \ucee8\ud14d\uc2a4\ud2b8\ub97c \ucd94\uac00\ud558\ub294 \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158 \uae30\uc220\uc5d0 \ub300\ud55c \uc218\uc694\ub3c4 \uc99d\uac00\ud560 \uac83\uc73c\ub85c \uc804\ub9dd\ub429\ub2c8\ub2e4.<\/p>\n

\uac15\ub825\ud55c \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \ud68c\uc0ac \uc804\uccb4\uc5d0\uc11c \uacbd\ud5d8\uc758 \uc5d4\ub4dc-\ud22c-\uc5d4\ub4dc \uc2a4\ud399\ud2b8\ub7fc\uc744 \uc0b4\ud3b4\ubcf4\uace0 \ubd80\uc871\ud55c \ubd80\ubd84\uc744 \uc774\ud574\ud558\uba70 \ub9cc\uc871\ub3c4\uac00 \ub5a8\uc5b4\uc9c0\ub294 \ubd80\ubd84\uc744 \uac10\uc9c0\ud560 \uc218 \uc788\uac8c \ud569\ub2c8\ub2e4. AI\uc640 \uac19\uc740 \uae30\uc220\uc740 \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\uc120\ud558\uace0 \ud5a5\uc0c1\ud558\ub294 \ubc29\ubc95\uc744 \ub3d9\uc801\uc73c\ub85c \uc774\ud574\ud560 \uc218 \uc788\uac8c \ub3c4\uc640\uc90d\ub2c8\ub2e4.<\/p>\n

\uc624\ub298\ub0a0 \uacbd\ud5d8 \uacbd\uc81c \uc2dc\ub300\uc5d0\uc11c \uc131\uacf5\ud558\ub824\uba74 \uace0\uac1d\uacfc \uc9c1\uc6d0 \ubaa8\ub450\ub97c \uace0\ub824\ud558\uc5ec \uae30\uc220\uc5d0 \ub300\ud55c \uc0ac\ub78c \uc911\uc2ec\uc801\uc774\uace0 \ubbfc\ucca9\ud55c \uc560\uc790\uc77c \uc811\uadfc \ubc29\uc2dd\uc774 \ud544\uc694\ud569\ub2c8\ub2e4. \uc608\ub97c \ub4e4\uc5b4 \ub514\uc9c0\ud138 \uc0c1\ud638 \uc791\uc6a9\uc740 \uc774\uc81c \uc74c\uc131\ubcf4\ub2e4 \ub450 \ubc30 \ube60\ub974\uac8c \uc131\uc7a5\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc2dc\uc7a5\uc758 \ubcc0\ud654\ub97c \uc778\uc2dd\ud558\uace0 \uc2e0\uc18d\ud558\uac8c \uc801\uc751\ud558\ub294 \uae30\uc5c5\uc774 \uc7a5\uae30\uc801\uc73c\ub85c \ubcfc \ub54c \ub354\uc6b1 \uc131\uacf5\ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

 <\/p>\n

\uadc0\uc0ac\ub294 \ub2e4\uac00\uc624\ub294 2023\ub144 \uace0\uac1d \uacbd\ud5d8 \ud5a5\uc0c1\uc744 \uc704\ud574 \uc5b4\ub5a4 \uc900\ube44\ub97c \ud558\uace0 \uacc4\uc2e0\uac00\uc694? \uc81c\ub124\uc2dc\uc2a4\ucf54\ub9ac\uc544 \ub274\uc2a4\ub808\ud130\uc5d0 \uad6c\ub3c5<\/a>\ud558\uc154\uc11c e\ubd81, \ubc31\uc11c, \uc6e8\ube44\ub098 \ub4f1 \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc5d0 \ub300\ud55c \ucd5c\uc2e0 \uc815\ubcf4\ub97c \ubc1b\uc544\ubcf4\uc138\uc694.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]\uc62c\ud574\ub294 \uae30\ubcf5\uc774 \uc720\ub3c5 \uc2ec\ud55c \ud55c \ud574\uc600\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ubc0f \uc9c1\uc6d0\uc758 \uae30\ub300\uce58 \uc0c1\uc2b9\ubd80\ud130 \ud32c\ub370\ubbf9 \uc774\ud6c4\uc758 “\ub274 \ub178\uba40” \uc2dc\ub300, \uacbd\uc81c \uc545\ud654\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0 2022\ub144\uc740 \uc5b4\ub824\uc6b4 \ubb38\uc81c\ub4e4\uc774 \ub9ce\uc558\uc2b5\ub2c8\ub2e4. \uadf8\ub807\ub2e4\uba74 \ub2e4\uac00\uc624\ub294 2023\ub144\uc740 \uc5b4\ub5a8\uae4c\uc694? \uc99d\uac00\ud558\ub294 \uacbd\uc81c\uc801 \ubd88\ud655\uc2e4\uc131\uc744 \ubc30\uacbd\uc73c\ub85c 2023\ub144\uc740 \uace0\uac1d \uacbd\ud5d8(CX) \uc0b0\uc5c5\uc5d0 \ubcc0\uace1\uc810\uc744 \ub9cc\ub4dc\ub294 \ud55c \ud574\uac00 \ub420 \uac83\uc785\ub2c8\ub2e4. \uae30\uc5c5\uc740 \ucc28\uc138\ub300 \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \uc7ac\uc815\uc758\ud558\uace0 \uc804\ub2ec\ud558\uae30 \uc704\ud574 \ub178\ub825\ud560 \uac83\uc785\ub2c8\ub2e4. Genesys\ub294 \ubaa8\ub4e0 […]<\/p>\n","protected":false},"author":287,"featured_media":460903,"template":"","tax_priority":[54],"tax_blogtype":[],"tax_blogcategory":[17562,13216,13088],"tax_contenttheme":[14872,14877],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-462274","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogcategory-workforce-engagement-ko-kr","tax_blogcategory-digital-ko-kr","tax_blogcategory-business-optimization-ko-kr","tax_contenttheme-improve-customer-experience-ko-kr","tax_contenttheme-grow-your-business-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/462274","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/users\/287"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/462274\/revisions"}],"predecessor-version":[{"id":462277,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/462274\/revisions\/462277"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/460903"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=462274"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=462274"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=462274"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=462274"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=462274"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=462274"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=462274"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=462274"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=462274"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=462274"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=462274"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=462274"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=462274"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}