{"id":569747,"date":"2025-05-12T22:26:09","date_gmt":"2025-05-13T05:26:09","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&#038;p=569747"},"modified":"2025-06-18T02:32:11","modified_gmt":"2025-06-18T09:32:11","slug":"the-state-of-customer-experience-what-every-cx-professional-needs-to-know","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-state-of-customer-experience-what-every-cx-professional-needs-to-know","title":{"rendered":"\uace0\uac1d \uacbd\ud5d8 \ud604\ud669 \ubcf4\uace0\uc11c: CX \uc804\ubb38\uac00\ub97c \uc704\ud55c \ud575\uc2ec \uc778\uc0ac\uc774\ud2b8"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\uace0\uac1d\ub4e4\uc758 \uae30\ub300\uc640 \uace0\uac1d \uacbd\ud5d8(CX) \uae30\uc220, \uadf8\ub9ac\uace0 \ub2e4\uc591\ud55c \uc0b0\uc5c5\uc5d0\uc11c\uc758 \uc18c\ube44\uc790 \uacbd\ud5d8\uc740 \uacc4\uc18d\ud574\uc11c \uc9c4\ud654\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubcc0\ud654 \uc18d\uc5d0\uc11c CX \ub9ac\ub354\ub4e4\uc740 \uadf8\ub4e4\uc774 \uc81c\ub300\ub85c \ub41c \ubc29\ud5a5\uc73c\ub85c \uac00\uace0 \uc788\ub294\uc9c0 \uace0\ubbfc\uc5d0 \ube60\uc9c0\uac8c \ub429\ub2c8\ub2e4. \uadf8 \ud574\ub2f5\uc740 \uc758\uc678\ub85c \uac04\ub2e8\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\ub4e4\uc774 \ubb34\uc5c7\uc744 \uc6d0\ud558\ub294\uc9c0 \uc81c\ub300\ub85c \ud30c\uc545\ud558\uace0, \ub2e4\ub978 CX \ub9ac\ub354\ub4e4\uc740 \uc5b4\ub5a4 \ubd80\ubd84\uc5d0 \uc6b0\uc120 \uc21c\uc704\ub97c \ub450\uace0 \uc788\ub294\uc9c0 \uc544\ub294 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p>5,232\uba85\uc758 \uc18c\ube44\uc790\uc640 1,181\uba85\uc758 CX(\uace0\uac1d \uacbd\ud5d8) \uc758\uc0ac \uacb0\uc815\uc790\ub97c \ub300\uc0c1\uc73c\ub85c \uc2e4\uc2dc\ud55c \uae00\ub85c\ubc8c \uc124\ubb38 \uc870\uc0ac \uacb0\uacfc\ub97c \ubc14\ud0d5\uc73c\ub85c \uc81c\uc791\ub41c \uc774\ubc88 &#8220;<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx?ost_tool=blog&#038;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>&#8221; \ubcf4\uace0\uc11c \ub124 \ubc88\uc9f8 \uc5d0\ub514\uc158\uc5d0\uc11c\ub294 \uc774\ub7ec\ud55c \uace0\uac1d\uc758 \uc120\ud638\uc640 CX \ub9ac\ub354\ub4e4\uc758 \uc6b0\uc120\uc21c\uc704\uc5d0 \ub300\ud574 \uc778\uc0ac\uc774\ud2b8\ub97c \uc81c\uacf5\ud569\ub2c8\ub2e4. \uc774 \ube14\ub85c\uadf8\uc5d0\uc11c\ub294 CX \ub9ac\ub354\ub97c \ub300\uc0c1\uc73c\ub85c \uc2e4\uc2dc\ud55c \uc124\ubb38 \uc870\uc0ac\ub85c\ubd80\ud130 \uc5bb\uc740 \uc8fc\uc694 \uc778\uc0ac\uc774\ud2b8\ub97c \uc18c\uac1c\ud569\ub2c8\ub2e4. \uc18c\ube44\uc790 \uc124\ubb38 \uc870\uc0ac \uacb0\uacfc\ub97c \ud3ec\ud568\ud55c \ubcf4\ub2e4 \uc0c1\uc138\ud55c \uc815\ubcf4\ub294 <a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx?ost_tool=blog&#038;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\">\ubcf4\uace0\uc11c \uc804\ubb38<\/a>\uc744 \ud1b5\ud574 \ud655\uc778\ud558\uc2e4 \uc218 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p>\uc62c\ud574 \ubcf4\uace0\uc11c\uc5d0\uc11c\ub294 CX \uc870\uc9c1\uc774 \uc8fc\ubaa9\ud574\uc57c \ud560 \uba87 \uac00\uc9c0 \ud575\uc2ec \ud2b8\ub80c\ub4dc\ub97c \uac15\uc870\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>\uc778\uacf5 \uc9c0\ub2a5(AI)\uc740 CX \ubd80\ubb38\uc5d0\uc11c \uc601\ud5a5\ub825\uc744 \ud655\ub300\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/strong> \uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c \uc18c\ube44\uc790\uc758 64%\ub294 AI\uac00 \ud5a5\ud6c4 2~3\ub144 \ub0b4\uc5d0 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ud488\uc9c8\uacfc \uc18d\ub3c4\ub97c \ub192\uc774\ub294 \ub370 \uae30\uc5ec\ud560 \uac83\uc774\ub77c\uace0 \ubbff\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ub610\ud55c \uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c CX \ub9ac\ub354\uc758 42%\ub294 \uacbd\ud5d8 \ud5a5\uc0c1\uc2dc\ud0a4\uae30 \uc704\ud574 AI \ud65c\uc6a9\uc744 \ud655\ub300\ud558\ub294 \uac83\uc774 \ucd5c\uc6b0\uc120 \uacfc\uc81c\ub77c\uace0 \ub9d0\ud588\uc73c\uba70, \ub0b4\ub144\ub3c4 CX \uc608\uc0b0\uc758 \uc57d 3\ubd84\uc758 1(33%)\uc744 AI \uae30\ubc18 \uae30\uc220\uc5d0 \ud22c\uc790 \uac83\uc774\ub77c\ub294 CX \ub9ac\ub354\ub4e4\uc758 \uc608\uce21\uc73c\ub85c \uc774\uc5b4\uc84c\uc2b5\ub2c8\ub2e4. CX \ub9ac\ub354\uc758 2\/3\ub294 AI\uac00 3\ub144 \ub0b4\uc5d0 \ubaa8\ub4e0 \uc120\uc81c\uc801\uc778 \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc8fc\ub3c4\ud560 \uac83\uc774\ub77c\uace0 \ubcf4\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>\uc18c\ube44\uc790\ub4e4\uc740 \uc6d0\ud65c\ud558\uace0 \uac1c\uc778\ud654\ub41c \uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uc744 \uc6d0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/strong> 97%\uc758 \uc18c\ube44\uc790\ub294 \ucc44\ub110\uc744 \uc804\ud658\ud560 \ub54c\ub3c4 \ub9e5\ub77d\uc744 \uc783\uc9c0 \uc54a\ub294 \uac83\uc774 \uc911\uc694\ud558\ub2e4\uace0 \ub9d0\ud558\uc9c0\ub9cc, \uc751\ub2f5\ud55c CX\ub9ac\ub354\uc758 \ub2e8 16% \ub9cc\uc774 \uc790\uc2e0\ub4e4\uc758 \uc870\uc9c1\uc774 \uc644\uc804\ud788 \ud1b5\ud569\ub41c \uae30\uc220\uacfc \ub370\uc774\ud130\ub97c \ubc14\ud0d5\uc73c\ub85c \uc5ec\ub7ec \ucc44\ub110\ub4e4\uc744 \uc81c\uacf5\ud558\uace0 \uc788\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>\ud074\ub77c\uc6b0\ub4dc \ub3c4\uc785\uc774 \ub354 \ube60\ub974\uac8c \uc774\ub8e8\uc5b4\uc838\uc57c \ud569\ub2c8\ub2e4.<\/strong> CX \uc870\uc9c1\uc758 1\/3 \uc815\ub3c4\ub9cc\uc774 \uc644\uc804\ud788 \ud074\ub77c\uc6b0\ub4dc \ud50c\ub7ab\ud3fc\uc73c\ub85c \uc804\ud658\ud588\uc2b5\ub2c8\ub2e4. \ub808\uac70\uc2dc \ud50c\ub7ab\ud3fc\uc740 AI\ub97c \ubc30\ud3ec\ud558\uace0 \ud6a8\uc728\uc131\uc744 \uac1c\uc120\ud558\ub294 \ub370 \ud070 \uac78\ub9bc\ub3cc\uc774 \ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub7fc\uc5d0\ub3c4 CX \ub9ac\ub354\uc758 \uc808\ubc18 \uc815\ub3c4(56%)\ub9cc\uc774 \ud5a5\ud6c4 2\ub144 \ub0b4\uc5d0 \ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 CX \uae30\uc220\ub85c \uc804\ud658\ud560 \uacc4\ud68d\uc774\ub77c\uace0 \ub2f5\ubcc0\ud588\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><strong>CX\uc640 \ube44\uc988\ub2c8\uc2a4 \uc131\uacf5 \uac04\uc5d0\ub294 \ubd84\uba85\ud55c \uc5f0\uad00\uc131\uc774 \uc788\uc2b5\ub2c8\ub2e4.<\/strong> \uc18c\ube44\uc790\uc758 82%\uac00 &#8216;\uae30\uc5c5\uc5d0 \ub300\ud55c \uc120\ud638\ub3c4\ub294 \uc11c\ube44\uc2a4 \uc218\uc900\uc5d0 \ube44\ub840\ud55c\ub2e4&#8217;\uace0 \ub9d0\ud569\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uc124\ubb38\uc5d0 \uc751\ub2f5\ud55c \uc18c\ube44\uc790\uc758 30%\ub294 \uc9c0\ub09c 1\ub144 \ub3d9\uc548 \uc11c\ube44\uc2a4\uac00 \ubd88\ub9cc\uc871\uc2a4\ub7ec\uc6cc \ud574\ub2f9 \ud68c\uc0ac\uc640\uc758 \uac70\ub798\ub97c \uc911\ub2e8\ud588\ub2e4\uace0 \ubc1d\ud614\uc2b5\ub2c8\ub2e4.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>\uc8fc\ubaa9\ud560 \uc0ac\uc2e4 \uc911 \ud558\ub098\ub294 \uae30\uc5c5\uc758 \uae30\ub300\uc640 \uc18c\ube44\uc790\uc758 \uc778\uc2dd \uac04\uc5d0\ub294 \ubd84\uba85\ud55c \ucc28\uc774\uac00 \uc788\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4. 11%\uc758 \uc18c\ube44\uc790\ub9cc\uc774 \uc790\uc2e0\uc774 \ubc1b\ub294 \uc11c\ube44\uc2a4\uac00 \u2018\uc77c\uad00\ub418\uac8c \uc6b0\uc218\ud558\ub2e4\u2019\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uadf8\ub807\ub2e4\uba74 \uc5c5\uacc4\ub97c \uc120\ub3c4\ud558\ub294 CX \ub9ac\ub354\ub4e4\uc740 \uc5b4\ub514\uc5d0 \uc9d1\uc911\ud558\uace0 \uc788\uc744\uae4c\uc694? \uba87 \uac00\uc9c0 \uc601\uc5ed\uc744 \ucc28\ub840\ub85c \uc0b4\ud3b4\ubcf4\uaca0\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_column_text css=&#8221;&#8221;]<\/p>\n<h2 class=\"h3\">AI, \ub370\uc774\ud130, \uae30\uc220\uc744 \uae30\ubc18\uc73c\ub85c \uace0\uac1d\uc744 \uc774\ud574\ud558\ub294 CX \ub9ac\ub354<\/h2>\n<p>\uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c CX \ub9ac\ub354\ub4e4\uc740 \uace0\uac1d\uc758 \ub192\uc544\uc9c0\ub294 \uae30\ub300\uc5d0 \ubd80\uc751\ud558\ub294 \uac83\uc744 \uac00\uc7a5 \ud070 \ub3c4\uc804 \uacfc\uc81c\ub85c \uc190\uaf3d\uc558\uc73c\uba70, \uace0\uac1d \ubc0f \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \uc704\ud574 \ube60\ub974\uac8c \ubc1c\uc804\ud558\ub294 \uae30\uc220\uc744 \ub530\ub77c\uac00\ub294 \uac83\uc744 \uadf8 \ub2e4\uc74c \uc21c\uc704\ub85c \uaf3d\uc558\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub4e4\uc774 \uc0dd\uac01\ud558\ub294 \uac00\uc7a5 \uc911\uc694\ud55c \uacfc\uc81c\ub97c \uc0b4\ud3b4\ubcf4\uba74 \uad00\uc2ec \uc8fc\uc81c\ub97c \uc54c \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uba3c\uc800, CX \ub9ac\ub354\ub4e4\uc740 \uc801\ud569\ud55c \uc778\ub825\uc744 \ud655\ubcf4\ud558\uace0, \uc9c1\uc6d0\ub4e4\uc774 \ud0c1\uc6d4\ud55c \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\ub3c4\ub85d\ud558\ub294 \ub370 \uc5b4\ub824\uc6c0\uc744 \uacaa\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uadf8\ub9ac\uace0 \uae30\uc874 \ub808\uac70\uc2dc \uae30\uc220\uc774 \uace0\uac1d \uacbd\ud5d8\uacfc \uc9c1\uc6d0 \uacbd\ud5d8\uc744 \ud5a5\uc0c1\uc2dc\ud0a4\ub294 \ub370 \ubc29\ud574\uac00 \ub420 \uc218 \uc788\ub2e4\ub294 \uc810\uc5d0 \ub300\ud574 \uac71\uc815\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ucc44\ub110 \uc804\ubc18\uc5d0 \uac78\uccd0 \uace0\uac1d\uc758 \uc5ec\uc815\uc744 \uc774\ud574\ud558\uace0 \uace0\uae09 AI \uae30\ub2a5\uc744 \ud65c\uc6a9\ud558\ub294\ub370 \ud544\uc694\ud55c \ubc29\ub300\ud55c \ub370\uc774\ud130\ub97c \uad00\ub9ac\ud558\ub294 \uc77c \uc5ed\uc2dc \ud070 \uacfc\uc81c\uc785\ub2c8\ub2e4. \ub610\ud55c, CX\ub9ac\ub354\ub4e4\uc740 \uaddc\uc81c \ubcc0\ud654\uc640 \uc774\ub97c \uc900\uc218\ud574\uc57c \ud558\ub294 \ud544\uc694\uc131\uc5d0 \ub300\ud574\uc11c\ub3c4 \uad00\uc2ec\uc744 \uac00\uc9c0\uace0 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][vc_row_inner][vc_column_inner][vc_single_image image=&#8221;572020&#8243; css=&#8221;&#8221;][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]\uc55e\uc73c\ub85c 1~2\ub144\uac04 \uc774 CX \ub9ac\ub354\ub4e4\uc758 \uc804\ub7b5\uc801 \uc6b0\uc120\uc21c\uc704\ub294 \ub2e4\uc74c\uacfc \uac19\uc774 \uba87 \uac00\uc9c0 \ub3c4\uc804 \uacfc\uc81c\ub97c \ud574\uacb0\ud558\ub294 \ub370 \uc9d1\uc911\ub418\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<ul>\n<li>\uace0\uac1d \uc774\ud574 \ud5a5\uc0c1 \ubc0f \uac1c\uc778\ud654(\uc124\ubb38 \uc870\uc0ac\uc5d0 \uc751\ub2f5\ud55c CX \ub9ac\ub354\uc758 43%\uac00 \uc5b8\uae09)<\/li>\n<li>\uace0\uac1d \uacbd\ud5d8 \ud5a5\uc0c1\uc744 \uc704\ud55c AI \ud65c\uc6a9 \ud655\ub300(42%)<\/li>\n<li>\uc2e4\uc2dc\uac04 \uc778\uc0ac\uc774\ud2b8, \ubd84\uc11d, \ud1b5\uacc4\ub97c \uc704\ud55c \ub370\uc774\ud130 \uc5ed\ub7c9 \uac15\ud654(38%)<\/li>\n<\/ul>\n<p>\uc870\uc9c1\uc740 \uc9c1\uc6d0 \uacbd\ud5d8(EX) \uac1c\uc120\uc5d0\ub3c4 \uad00\uc2ec\uc744 \uae30\uc6b8\uc774\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c CX \ub9ac\ub354\uc758 37%\ub294 \uc0c8\ub85c\uc6b4 \uae30\uc220\uacfc \uae30\uc874 \uae30\uc220\uc744 \ud65c\uc6a9\ud574 EX\ub97c \uac1c\uc120\ud558\ub294 \uac83\uc744 \uc804\ub7b5\uc801 \uc6b0\uc120 \uc21c\uc704\ub85c \uaf3d\uc558\uc2b5\ub2c8\ub2e4.<\/p>\n<h2 class=\"h3\">\uc88b\uc740 \uacbd\ud5d8\uc5d0 \ub300\ud55c CX \ub9ac\ub354\uc640 \uc18c\ube44\uc790\uc758 \uc11c\ub85c \ub2e4\ub978 \uc778\uc2dd<\/h2>\n<p>CX \ub9ac\ub354\ub4e4\uc740 \uace0\uac1d\uacfc\uc758 \uc0c1\ud638\uc791\uc6a9\uc5d0\uc11c \uac00\uc7a5 \uc911\uc694\ud55c \uac83\uc73c\ub85c \u2018\uace0\uac1d \ub9cc\uc871\u2019\uc744 \uc190\uaf3d\uc558\uc2b5\ub2c8\ub2e4. \uc2e4\uc81c\ub85c \uace0\uac1d \ub9cc\uc871\ub3c4\ub294 CX \ub9ac\ub354\ub4e4\uc774 \uac00\uc7a5 \uc911\uc694\ud558\uac8c \ubaa8\ub2c8\ud130\ub9c1\ud558\ub294 \uc9c0\ud45c \ubaa9\ub85d\uc5d0\uc11c 1\uc704\ub97c \ucc28\uc9c0\ud588\uc73c\uba70, &#8216;\uc2e0\uaddc \uace0\uac1d \ud655\ubcf4&#8217;\uc640 &#8216;\uace0\uac1d \uc720\uc9c0&#8217;\uac00 \uadf8 \ub4a4\ub97c \uc774\uc5c8\uc2b5\ub2c8\ub2e4. \uace0\uac1d \ub9cc\uc871\uc5d0 \uc9d1\uc911\ud558\ub294 \uac83\uc740 \ubd84\uba85 \uc88b\uc740 \uc77c\uc774\uc9c0\ub9cc, \uc5b4\uca4c\uba74 CX\ub9ac\ub354\ub4e4\uc774 \uc9c4\uc9dc \uc911\uc694\ud55c \uc6b0\uc120\uc21c\uc704\ub97c \ub193\uce58\uace0 \uc788\uc744 \uc218\ub3c4 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc124\ubb38\uc5d0 \ub530\ub974\uba74 \uc18c\ube44\uc790\ub294 \u2018\ucd5c\ucd08 \ubb38\uc758 \uc2dc \ud574\uacb0\ub960 (FCR)\u2019\uc744 \uac00\uc7a5 \uc911\uc694\ud558\ub2e4\uace0 \ub2f5\ud588\uc9c0\ub9cc, CX \ub9ac\ub354\ub4e4\uc740 \uc774\ub97c \ubb34\ub824 \uc544\ud649 \ubc88\uc9f8\ub85c \uc911\uc694\ud55c \uc694\uc18c\ub85c \ud3c9\uac00\ud588\uc2b5\ub2c8\ub2e4. \uc18c\ube44\uc790\ub4e4\uc774 \uc911\uc694\ud558\uac8c \uc0dd\uac01\ud558\ub294 \ub450 \ubc88\uc9f8 \uc694\uc18c\ub294 \u2018\ube60\ub978 \uc751\ub2f5\u2019\uc774\uc5c8\uc2b5\ub2c8\ub2e4. \ubc18\uba74, CX \ub9ac\ub354\ub4e4\uc740 \uc774\ub97c \ub124 \ubc88\uc9f8 \uc911\uc694\ud55c \uac83\uc73c\ub85c \ud3c9\uac00\ud588\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_single_image image=&#8221;572021&#8243; css=&#8221;&#8221;][vc_column_text css=&#8221;&#8221;]<strong><span class=\"TextRun SCXW145062399 BCX0\" lang=\"ko-KR\" xml:lang=\"ko-KR\" data-contrast=\"none\"><span class=\"NormalTextRun SCXW145062399 BCX0\">CX \ub9ac\ub354\uac00 <\/span><span class=\"NormalTextRun SCXW145062399 BCX0\">\uace0\uac1d \uc11c\ube44\uc2a4 \uc778\ud130\ub799\uc158<\/span><span class=\"NormalTextRun SCXW145062399 BCX0\">\uc5d0\uc11c \uc911\uc2dc\ud558\ub294 \uc694\uc18c\uc640 \uadf8 \ud6a8\uacfc\uc5d0 \ub300\ud55c \uc778\uc2dd<\/span><\/span><\/strong>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=&#8221;&#8221;]\uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c CX \ub9ac\ub354 \uc911 32%\ub9cc\uc774 \u2018\ucd5c\ucd08 \ubb38\uc758 \uc2dc \ud574\uacb0\ub960\u2019\uc744 \ubaa8\ub2c8\ud130\ub9c1\uc744 \ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc18c\ube44\uc790\uc758 \uc0dd\uac01\uacfc \ub2ec\ub9ac CX \ub9ac\ub354\ub4e4\uc740 \uc774\ub97c \ud6e8\uc52c \ub0ae\uc740 \uc6b0\uc120 \uc21c\uc704\ub85c \uc5ec\uae34\ub2e4\ub294 \uc0ac\uc2e4\uc744 \uc99d\uba85\ud569\ub2c8\ub2e4. <a href=\"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/the-definitive-list-of-29-call-center-metrics-and-kpis\" target=\"_blank\" rel=\"noopener\">CX \uc9c0\ud45c<\/a>\ub97c \uc18c\ube44\uc790\uac00 \uc911\uc694\ud558\uac8c \uc5ec\uae30\ub294 \ubd80\ubd84\uc5d0 \ub9de\ucdb0 \ub098\uac10\uc73c\ub85c\uc368 \uae30\uc5c5\uc740 \uace0\uac1d\uc758 \ub208\ub192\uc774\uc5d0 \ub9de\ub294 \uacbd\ud5d8\uc744 \uc62c\ubc14\ub974\uac8c \uc81c\uacf5\ud560 \uc218 \uc788\uc744 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<h2 class=\"h3\">\uc634\ub2c8\ucc44\ub110 \ubc0f \uac1c\uc778\ud654 &#8211; \uc18c\ube44\uc790\uac00 \uc6d0\ud558\ub294 \uac83\uacfc \ud604\uc2e4\uc758 \uaca9\ucc28<\/h2>\n<p>\uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c \uc18c\ube44\uc790 \uc911 \uc808\ubc18 \uc774\uc0c1\uc774 \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc774 \ubcf4\uc7a5\ub41c\ub2e4\uba74 \uae30\uaebc\uc774 \ub354 \ub9ce\uc740 \ube44\uc6a9\uc744 \uc9c0\ubd88\ud560 \uc758\ud5a5\uc774 \uc788\uc73c\uba70, 77%\uc758 \uc18c\ube44\uc790\ub294 \uce5c\uad6c\uc5d0\uac8c \ud574\ub2f9 \ube0c\ub79c\ub4dc\ub97c \ucd94\ucc9c\ud560 \uc0dd\uac01\uc774 \uc788\ub2e4\uace0 \ub9d0\ud588\uc2b5\ub2c8\ub2e4. \uadf8\ub7ec\ub098 CX \ub9ac\ub354\uc758 \uc808\ubc18 \ubbf8\ub9cc(42%)\ub9cc\uc774 \uadf8\ub4e4\uc774 \uc81c\uacf5\ud558\ub294 \uc11c\ube44\uc2a4 \uacbd\ud5d8\uc774 \uadf9\ub3c4\ub85c \uac1c\uc778\ud654\ub418\uc5c8\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc18c\ube44\uc790\ub294 \ub2e4\uc591\ud55c \ucc44\ub110\uc5d0\uc11c \uc815\uae30\uc801\uc73c\ub85c \uc18c\ud1b5\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc18c\ube44\uc790\ub4e4\uc740 \ucc44\ub110\uc744 \uc790\uc720\ub86d\uac8c \uc624\uac00\uba74\uc11c\ub3c4, \uc774\uc804 \ub300\ud654\uc758 \ub9e5\ub77d\uc774 \uadf8\ub300\ub85c \uc774\uc5b4\uc9c0\ub294 \ub9e4\ub044\ub7ec\uc6b4 \uacbd\ud5d8\uc744 \ub9e4\uc6b0 \uc911\uc694\ud558\uac8c \uc0dd\uac01\ud569\ub2c8\ub2e4. \uc2e4\uc81c\ub85c 97%\uc758 \uc18c\ube44\uc790\uc640 86%\uc758 CX\ub9ac\ub354\ub294 \ubaa8\ub450 \uc774 \uc810\uc744 \uc911\uc694\ud558\uac8c \uc778\uc2dd\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uadf8\ub7ec\ub098 \uc55e\uc5d0\uc11c \uc5b8\uae09\ud588\ub4ef\uc774, \ud574\uacb0\ud574\uc57c \ud560 \uacfc\uc81c\uac00 \uc788\uc2b5\ub2c8\ub2e4. \uc124\ubb38 \uc870\uc0ac\uc5d0 \ucc38\uc5ec\ud55c CX \ub9ac\ub354\uc758 16%\ub9cc\uc774 \ubaa8\ub4e0 \ucc44\ub110\uc5d0\uc11c \uae30\uc220\uacfc \ub370\uc774\ud130\ub97c \uc644\ubcbd\ud558\uac8c \ud1b5\ud569\ud588\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>CX \ub9ac\ub354\ub4e4\uc740 \uc6d0\ud65c\ud55c \uace0\uac1d \uc5ec\uc815\uc744 \ubc29\ud574\ud558\ub294 \ub0b4\ubd80 \ubb38\uc81c\ub85c \ubd80\uc11c \uac04 \uac01\uae30 \ub2e4\ub978 \uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8 \uc194\ub8e8\uc158\uc744 \uc0ac\uc6a9\ud568\uc73c\ub85c\uc368 \ubc1c\uc0dd\ud558\ub294 \ub370\uc774\ud130 \ubc0f \uc18c\ud1b5\uc758 \ub2e8\uc808, \ubd80\uc11c\ubcc4 \uc6b0\uc120\uc21c\uc704 \uacbd\uc7c1, \ud1b5\ud569 \ub610\ub294 \uacf5\uc720 \ub370\uc774\ud130 \ubd80\uc871 \ub4f1\uc744 \uc190\uaf3d\uc558\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc774\ub294 \ub9ce\uc740 \uae30\uc5c5\uc774 \uc5ec\uc804\ud788 \uc0ac\uc77c\ub85c\ub85c \uc6b4\uc601\ub418\uace0 \uc788\uc73c\uba70, \uc77c\uad00\uc131 \uc5c6\ub294 \uc0c1\ud638\uc791\uc6a9\uc73c\ub85c \uace0\uac1d\uc758 \ubd88\ub9cc\uc744 \uc0ac\uace0 \uc788\uc74c\uc744 \uc758\ubbf8\ud569\ub2c8\ub2e4. \ub610\ud55c \uc18c\ube44\uc790\uac00 \ud55c \ucc44\ub110\uc5d0\uc11c \ub2e4\ub978 \ucc44\ub110\ub85c \uc774\ub3d9\ud560 \ub54c \ub3d9\uc77c\ud55c \uc815\ubcf4\ub97c \uc5ec\ub7ec \ubc88 \ubc18\ubcf5\ud574\uc11c \uc81c\uacf5\ud574\uc57c \ud55c\ub2e4\ub294 \ub73b\uc774\uae30\ub3c4 \ud569\ub2c8\ub2e4. \uc124\ubb38\uc5d0 \uc751\ub2f5\ud55c \uc18c\ube44\uc790\uc758 \uc57d 20%\ub294 \uc774\ub7ec\ud55c \uc810\uc5d0 \ud070 \ubd88\ub9cc\uc744 \ub290\ub07c\uace0 \uc788\ub2e4\uace0 \uc751\ub2f5\ud588\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\ub2e4\ud589\ud788\ub3c4 CX \ub9ac\ub354\ub4e4\uc774 \uc634\ub2c8\ucc44\ub110\uc758 \ubbf8\ub798\ub97c \ub099\uad00\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc751\ub2f5\uc790 \uc911 72%\ub294 \uc55e\uc73c\ub85c 3\ub144 \ub0b4\ub85c \uace0\uac1d\uc774 \uac19\uc740 \ub9d0\uc744 \ubc18\ubcf5\ud560 \ud544\uc694\uac00 \uc5c6\uc744 \uac83\uc774\ub77c\uace0 \ubbff\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub97c \uc704\ud574 CX \ub9ac\ub354\ub294 \ubaa8\ub4e0 \uace0\uac1d \uc811\uc810\uc758 \ub370\uc774\ud130\ub97c \ud1b5\ud569\ud558\uace0 \uace0\uac1d\uc774 \ud55c \ucc44\ub110\uc5d0\uc11c \ub2e4\ub978 \ucc44\ub110\ub85c \uc774\ub3d9\ud560 \ub54c \ub9e5\ub77d\uc774 \ud568\uaed8 \uc804\ub2ec\ub418\ub3c4\ub85d \uc9c0\uc6d0\ud560 \uc218 \uc788\ub294 \ud50c\ub7ab\ud3fc\uc5d0 \ud22c\uc790\ud574\uc57c \ud569\ub2c8\ub2e4.[\/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\">\uace0\uac1d \uacbd\ud5d8\uc758 \ubbf8\ub798, AI \ubc0f \ud074\ub77c\uc6b0\ub4dc<\/h2>\n<p>CX \uc870\uc9c1\ub4e4\uc740 AI\ub97c \ub099\uad00\uc801\uc73c\ub85c \ubcf4\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub294 \uc18c\ube44\uc790\ub3c4 \ub9c8\ucc2c\uac00\uc9c0\uc785\ub2c8\ub2e4. &#8220;<a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx?ost_tool=blog&#038;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uacbd\ud5d8 \ud604\ud669<\/a>&#8221; \uc124\ubb38 \uc870\uc0ac\uc5d0\uc11c \uc751\ub2f5\ud55c \uc18c\ube44\uc790\uc758 62%\uac00 AI\uac00 &#8216;\uac1c\uc778\ud654\ub41c \uace0\uac1d \uc11c\ube44\uc2a4\ub97c \uc81c\uacf5\ud560 \uc218 \uc788\ub294 \uae30\uc5c5\uc758 \ub2a5\ub825\uc744 \ud5a5\uc0c1\uc2dc\ud0ac \uac83&#8217;\uc774\ub77c\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4. \uadf8\ub9ac\uace0 64%\uc758 \uc18c\ube44\uc790\uac00 AI\uac00 &#8216;\ud5a5\ud6c4 2~3\ub144 \ub0b4\ub85c \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ud488\uc9c8\uacfc \uc18d\ub3c4\ub97c \uac1c\uc120\ud560 \uac83&#8217;\uc774\ub77c\uace0 \ubbff\uace0 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>\uc124\ubb38\uc5d0 \uc751\ub2f5\ud55c CX \ub9ac\ub354\uc5d0 \ub530\ub974\uba74, \ud5a5\ud6c4 1~2\ub144 \ub3d9\uc548 \ub450 \ubc88\uc9f8\ub85c \ub192\uc740 \uc804\ub7b5\uc801 CX\uc758 \uc6b0\uc120\uc21c\uc704\ub294 \u2018AI \uc0ac\uc6a9 \ud655\ub300(42%)\u2019\uc785\ub2c8\ub2e4. \ub9ac\ub354\ub4e4\uc740 AI\uc5d0 \ub9e4\uc6b0 \ub099\uad00\uc801\uc785\ub2c8\ub2e4. \ub300\ubd80\ubd84\uc758 \ub9ac\ub354\ub294 \ud5a5\ud6c4 12\uac1c\uc6d4 \ub3d9\uc548 CX \uad00\ub828 \uc608\uc0b0\uc758 33%\ub97c AI \uae30\ubc18 \uae30\uc220\uc5d0 \ubc30\uc815\ud560 \uac83\uc73c\ub85c \uc608\uc0c1\ud569\ub2c8\ub2e4. \uc774 \uc678 AI \uad00\ub828\ub41c \uc6b0\uc120\uc21c\uc704\uc5d0\ub294 \ub370\uc774\ud130 \uc5ed\ub7c9 \uac15\ud654(CX \ub9ac\ub354\uc758 38%\uac00 \uc5b8\uae09\ud568)\uc640 \ub370\uc774\ud130 \uc0ac\uc77c\ub85c \ud574\uc18c(23%)\uac00 \uc788\uc2b5\ub2c8\ub2e4.<\/p>\n<p>AI\uc758 \ub354 \uac15\ub825\ud55c \ub3c4\uc785\uc744 \ubc29\ud574\ud558\ub294 \uc694\uc18c \uc911 \ud558\ub098\ub294 \ub9ce\uc740 \uc870\uc9c1\ub4e4\uc774 \uc0ac\uc6a9\ud558\uace0 \uc788\ub294 \uae30\uc874\uc758 CX \uae30\uc220\uc785\ub2c8\ub2e4. \uc124\ubb38 \uc870\uc0ac\uc5d0 \ub530\ub974\uba74 CX \uc870\uc9c1\uc758 \uc57d 3\ubd84\uc758 1\ub9cc\uc774 \ud074\ub77c\uc6b0\ub4dc \ud50c\ub7ab\ud3fc\uc73c\ub85c \uc644\uc804\ud788 \ub9c8\uc774\uadf8\ub808\uc774\uc158\ud55c \uac83\uc73c\ub85c \ub098\ud0c0\ub0ac\uc2b5\ub2c8\ub2e4. \uc801\uc808\ud55c <a href=\"https:\/\/www.genesys.com\/ko-kr\/genesys-cloud\" target=\"_blank\" rel=\"noopener\">\ud074\ub77c\uc6b0\ub4dc \uae30\ubc18\uc758 CX \ud50c\ub7ab\ud3fc<\/a> \uc5c6\uc774\ub294<a href=\"https:\/\/www.genesys.com\/ko-kr\/capabilities\/ai-and-automation\" target=\"_blank\" rel=\"noopener\">AI\ub97c \ud65c\uc6a9<\/a>\ud558\uc5ec \uacbd\ud5d8\uc744 \uac1c\uc778\ud654\ud558\uace0, <a href=\"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/genesys-cloud-agent-copilot-deep-dive\" target=\"_blank\" rel=\"noopener\">\uc0c1\ub2f4\uc0ac\ub97c \uc9c0\uc6d0<\/a>\ud558\uace0, \uc140\ud504 \uc11c\ube44\uc2a4\ub97c \uac15\ud654\ud558\ub294 \uacbd\uc7c1\uc5c5\uccb4\uc5d0 \ub4a4\ucc98\uc9c8 \uc704\ud5d8\uc774 \uc788\uc2b5\ub2c8\ub2e4.[\/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\">\uacbd\ud5d8 \uacbd\uc81c \uc2dc\ub300\uc758 \uacbd\uc7c1\ub825<\/h2>\n<p>\ubbf8\ub798\ub85c \ub098\uc544\uac00\ub294 \uc870\uc9c1\uc744 \uc131\uacf5\uc801\uc73c\ub85c \uc774\ub04c\uace0\uc790 \ud558\ub294 CX \ub9ac\ub354\ub4e4\uc740 \uba87 \uac00\uc9c0 \ud575\uc2ec\uc801\uc778 \uc9c0\uce68\uc744 \ub530\ub77c\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p><strong>\uac1c\uc778\ud654\ub41c \uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uc138\uc694.\u00a0<\/strong>\uc18c\ube44\uc790\ub294 \ub2e4\uc591\ud55c \ucc44\ub110\uc5d0\uc11c \uc0c1\ud638 \uc791\uc6a9\ud558\ub294 \ub370 \uc775\uc219\ud558\uc9c0\ub9cc, \ucc44\ub110 \uac04\uc5d0 \ub9e5\ub77d\uc774 \uc77c\uad00\ub418\uac8c \uc804\ub2ec\ub418\uae30\ub97c \uc6d0\ud569\ub2c8\ub2e4. \ub610\ud55c, \uc790\uc2e0\uc774 \ud544\uc694\ub85c \ud558\ub294 \uacbd\uc6b0 \uc778\uac04 \uc0c1\ub2f4\uc0ac\uc640 \uc9c1\uc811 \uc5f0\ub77d\ud560 \uc218 \uc788\uae30\ub97c \ubc14\ub78d\ub2c8\ub2e4. CX \uc870\uc9c1\uc740 \uc5ec\ub7ec \ucc44\ub110\uc744 \ud1b5\ud569\ud558\uace0 ERP(\uc804\uc0ac\uc801 \uc790\uc6d0 \uad00\ub9ac) \ubc0f CRM(\uace0\uac1d \uad00\uacc4 \uad00\ub9ac) \uac19\uc740 \ub2e4\ub978 \uae30\ub85d \uc2dc\uc2a4\ud15c\uacfc \uc5f0\uacb0\ub418\ub294 \ud50c\ub7ab\ud3fc\uc5d0 \ud22c\uc790\ud574\uc57c \ud569\ub2c8\ub2e4. \uc774\ub97c \ud1b5\ud574, \uace0\uac1d \uc5ec\uc815\uc744 \uc804\uccb4\uc801\uc73c\ub85c \ud30c\uc545\ud560 \uc218 \uc788\uc5b4\uc57c \ud569\ub2c8\ub2e4.<\/p>\n<p><strong>\uace0\uac1d \uc5ec\uc815 \uc804\ubc18\uc5d0 AI\ub97c \ub3c4\uc785\ud558\uc138\uc694.\u00a0<\/strong>\ucd08\uac1c\uc778\ud654\ubd80\ud130 <a href=\"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/virtual-agents-breaking-free-from-the-limits-of-traditional-chatbots\" target=\"_blank\" rel=\"noopener\">\uac00\uc0c1 \uc0c1\ub2f4\uc0ac<\/a>, \uc0c1\ub2f4\uc0ac \ucf54\ud30c\uc77c\ub7ff\uc5d0 \uc774\ub974\uae30\uae4c\uc9c0, AI\ub294 \ud6a8\uc728\uc131\uc744 \ub192\uc774\uace0 \uace0\uac1d\uc744 \ub9cc\uc871\uc2dc\ud0a4\ub294 \uc0c8\ub85c\uc6b4 \ubc29\ubc95\uc744 \uc5f4\uc5b4\uc90d\ub2c8\ub2e4. \uc124\ubb38\uc5d0 \uc751\ub2f5\ud55c \uc18c\ube44\uc790\uc758 \uc57d 2\/3\ub294 \ud5a5\ud6c4 2~3\ub144 \ub0b4\uc5d0 AI\uac00 \uace0\uac1d \uc11c\ube44\uc2a4\uc758 \ud488\uc9c8\uacfc \uc18d\ub3c4\ub97c \ud5a5\uc0c1\uc2dc\ud0ac \uac83\uc774\ub77c\uace0 \ubbff\uace0 \uc788\ub294 \ub9cc\ud07c, \uc724\ub9ac\uc801\uc774\uace0 \ud22c\uba85\ud558\uac8c AI\ub97c \ub3c4\uc785\ud558\ub294 \uae30\uc5c5\uc740 \uc18c\ube44\uc790\ub4e4\uc758 \uc9c0\uc9c0\ub97c \uc5bb\uc744 \uc218 \uc788\uc744 \uac83\uc785\ub2c8\ub2e4.<\/p>\n<p><strong>\ud074\ub77c\uc6b0\ub4dc \uae30\ubc18 \ud50c\ub7ab\ud3fc\uc744 \ub3c4\uc785\ud558\uc138\uc694. <\/strong>\ud074\ub77c\uc6b0\ub4dc\ub294 \ud655\uc7a5\uc131, \uc9c0\uc18d\uc801\uc778 \ud601\uc2e0, \uace0\uae09 \uae30\ub2a5\uc744 \uac16\ucd98 AI \ub3c4\uad6c\uc5d0 \ub300\ud55c \uc811\uadfc\uc131 \ub4f1 \ub2e4\uc591\ud55c \uc774\uc810\uc744 \uc81c\uacf5\ud569\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ub9ce\uc740 \uc870\uc9c1\uc774 \uc544\uc9c1 CX \ud50c\ub7ab\ud3fc\uc744 \ud074\ub77c\uc6b0\ub4dc\ub85c \uc644\uc804\ud788 \uc774\uc804\ud558\uc9c0 \ubabb\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \ud074\ub77c\uc6b0\ub4dc\ub85c \uc804\ud658\ud558\uba74 \uae30\uc5c5\ub4e4\uc740 \ucd5c\uc801\uc758 \ud658\uacbd\uc5d0\uc11c \ub2e4\ub978 \uc5c5\uccb4\uc640 \uacbd\uc7c1\ud558\uace0, \uace0\uac1d\uc5d0\uac8c \ud0c1\uc6d4\ud55c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uba70, \uad81\uadf9\uc801\uc73c\ub85c \uacbd\uc7c1 \uc6b0\uc704\ub97c \ud655\ubcf4\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/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>\uc8fc\uc694 \ub0b4\uc6a9<\/strong><\/h2>\n<ul>\n<li>\n<h3 class=\"h5\">\uace0\uac1d \uc778\uac8c\uc774\uc9c0\uba3c\ud2b8\uc5d0 \ub300\ud55c \uc18c\ube44\uc790\uc758 \uae30\ub300\uc640 \uc778\uc2dd, \uadf8\ub9ac\uace0 \uc2e4\uc81c \uacbd\ud5d8<\/h3>\n<\/li>\n<li>\n<h3 class=\"h5\">2025\ub144 \uc131\uacf5\uc801\uc778 \uace0\uac1d \uacbd\ud5d8\uc744 \uc704\ud574 CX \ub9ac\ub354 \uae30\uc5c5\uc774 \uc9d1\uc911\ud558\ub294 \uc601\uc5ed<\/h3>\n<\/li>\n<li>\n<h3 class=\"h5\">\uc18c\ube44\uc790 \ubc0f \uae30\uc5c5\uc758 \uc6b0\uc120\uc21c\uc704\uac00 \uc77c\uce58\ud558\ub294 \uc601\uc5ed vs. CX \ub9ac\ub354\uac00 \ub193\uce58\ub294 \uac83<\/h3>\n<\/li>\n<\/ul>\n<h3 class=\"h5\" style=\"text-align: center;\"><a href=\"https:\/\/www.genesys.com\/ko-kr\/resources\/state-of-cx?ost_tool=blog&#038;ost_campaign=0-0-0-0-0-0-0-blog\" target=\"_blank\" rel=\"noopener\"><strong>\uc804\uccb4 \ubcf4\uace0\uc11c \uc0b4\ud3b4\ubcf4\uae30<\/strong><\/a><\/h3>\n<p>[\/vc_column_text][\/vc_column][vc_column width=&#8221;1\/2&#8243;][vc_single_image image=&#8221;563908&#8243; css=&#8221;.vc_custom_1747113531150{margin-left: 1.5em !important;}&#8221;][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=&#8221;&#8221;]<strong><em>\uc870\uc0ac \ubc29\ubc95\ub860:<\/em><\/strong><em>\u00a0Genesys\ub294 \ub3c5\ub9bd \ub9ac\uc11c\uce58 \ud68c\uc0ac\uc640 \ud611\ub825\ud558\uc5ec 16\uac1c \uc774\uc0c1\uc758 \uad6d\uac00\uc5d0\uc11c 5,232\uba85\uc758 \uc18c\ube44\uc790\uc640 1,181\uba85\uc758 CX \uc758\uc0ac \uacb0\uc815\uc790\ub97c \ub300\uc0c1\uc73c\ub85c \uc124\ubb38 \uc870\uc0ac\ub97c \uc2e4\uc2dc\ud588\uc2b5\ub2c8\ub2e4. \ubcf8 \uc870\uc0ac\ub294 2024\ub144 9\uc6d4\uacfc 10\uc6d4\uc5d0 \uc2e4\uc2dc\ub418\uc5c8\uc2b5\ub2c8\ub2e4. \ube44\uc988\ub2c8\uc2a4 \uc751\ub2f5\uc790\uc758 \uc885\uc0ac \uc5c5\uc885\uc740 \ud56d\uacf5, \uc790\ub3d9\ucc28, \uae08\uc735, \uc815\ubd80, \uc758\ub8cc, \ubcf4\ud5d8, \uc81c\uc870, \ubbf8\ub514\uc5b4 \ubc0f \uc5d4\ud130\ud14c\uc778\uba3c\ud2b8, \uc804\ubb38 \uc11c\ube44\uc2a4, \uc18c\ub9e4, \uc5ec\ud589 \ubc0f \uc219\ubc15, \uae30\uc220, \ud1b5\uc2e0 \ubc0f \uacf5\uacf5 \uc11c\ube44\uc2a4\uc600\uc2b5\ub2c8\ub2e4.<\/em>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_row][vc_column][vc_column_text css=&#8221;&#8221;]\uace0\uac1d\ub4e4\uc758 \uae30\ub300\uc640 \uace0\uac1d \uacbd\ud5d8(CX) \uae30\uc220, \uadf8\ub9ac\uace0 \ub2e4\uc591\ud55c \uc0b0\uc5c5\uc5d0\uc11c\uc758 \uc18c\ube44\uc790 \uacbd\ud5d8\uc740 \uacc4\uc18d\ud574\uc11c \uc9c4\ud654\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub7ec\ud55c \ubcc0\ud654 \uc18d\uc5d0\uc11c CX \ub9ac\ub354\ub4e4\uc740 \uadf8\ub4e4\uc774 \uc81c\ub300\ub85c \ub41c \ubc29\ud5a5\uc73c\ub85c \uac00\uace0 \uc788\ub294\uc9c0 \uace0\ubbfc\uc5d0 \ube60\uc9c0\uac8c \ub429\ub2c8\ub2e4. \uadf8 \ud574\ub2f5\uc740 \uc758\uc678\ub85c \uac04\ub2e8\ud560 \uc218 \uc788\uc2b5\ub2c8\ub2e4. \uace0\uac1d\ub4e4\uc774 \ubb34\uc5c7\uc744 \uc6d0\ud558\ub294\uc9c0 \uc81c\ub300\ub85c \ud30c\uc545\ud558\uace0, \ub2e4\ub978 CX \ub9ac\ub354\ub4e4\uc740 \uc5b4\ub5a4 \ubd80\ubd84\uc5d0 \uc6b0\uc120 \uc21c\uc704\ub97c \ub450\uace0 \uc788\ub294\uc9c0 \uc544\ub294 \uac83\uc785\ub2c8\ub2e4. 5,232\uba85\uc758 \uc18c\ube44\uc790\uc640 1,181\uba85\uc758 CX(\uace0\uac1d \uacbd\ud5d8) [&hellip;]<\/p>\n","protected":false},"author":1076,"featured_media":563908,"template":"","tax_priority":[54],"tax_blogtype":[17747],"tax_blogcategory":[18486,17562,18467,13126],"tax_contenttheme":[14872],"tax_bundle":[15275],"tax_contenttheme2":[16194],"tax_capability_sitewide":[16203,18166,18304,16428],"tax_products_programs":[17547],"tax_buying_job":[16643],"tax_buyer_persona":[16895],"tax_sector":[],"tax_segment":[17133,17085,17120],"class_list":["post-569747","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ko-kr","tax_blogcategory-ai---","tax_blogcategory-workforce-engagement-ko-kr","tax_blogcategory-experience-orchestration-ko-kr","tax_blogcategory-cloud-ko-kr","tax_contenttheme-improve-customer-experience-ko-kr","tax_bundle-genesys-ai-ko-kr","tax_contenttheme2-level-up-your-technology-ko-kr","tax_capability_sitewide-ai-and-automation-ko-kr","tax_capability_sitewide-cloud-migration-ko-kr","tax_capability_sitewide-journey-management-ko-kr","tax_capability_sitewide-wem-ko-kr","tax_products_programs-genesys-cloud-cx-ko-kr","tax_buying_job-job-1-problem-identification-ko-kr","tax_buyer_persona-business-ko-kr","tax_segment-smb-ko-kr","tax_segment-enterprise-ko-kr","tax_segment-midsized-ko-kr","tax_content_type-blog-ko-kr"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/569747","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\/1076"}],"version-history":[{"count":8,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/569747\/revisions"}],"predecessor-version":[{"id":577661,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/569747\/revisions\/577661"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/563908"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=569747"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=569747"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=569747"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=569747"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=569747"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=569747"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=569747"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=569747"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=569747"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=569747"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=569747"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=569747"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=569747"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}