{"id":631435,"date":"2025-11-18T08:27:53","date_gmt":"2025-11-18T16:27:53","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/is-your-cx-investment-framed-as-a-growth-driver"},"modified":"2026-07-03T08:41:31","modified_gmt":"2026-07-03T15:41:31","slug":"is-your-cx-investment-framed-as-a-growth-driver","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/ko-kr\/blog\/post\/is-your-cx-investment-framed-as-a-growth-driver","title":{"rendered":"CX \ud22c\uc790\ub97c \uc131\uc7a5 \ub3d9\ub825\uc73c\ub85c \ud65c\uc6a9\ud558\uace0 \uacc4\uc2e0\uac00\uc694?"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text css=””]\ud55c\ubc88 \uc774\ub7f0 \uc0c1\ud669\uc744 \ub5a0\uc62c\ub824 \ubcf4\uc138\uc694. CFO\uac00 \uc774\uc0ac\ud68c \ud68c\uc758\uc5d0\uc11c \uc774\ub807\uac8c \ubb3b\uc2b5\ub2c8\ub2e4. “\ub9e4\ucd9c \uc131\uc7a5\uc744 \ucd94\uc9c4\ud558\ub294 \uc0c1\ud669\uc5d0\uc11c \uc65c CX \uc608\uc0b0\uc744 \ub354 \ub298\ub824\uc57c \ud569\ub2c8\uae4c?”<\/p>\n

\ub300\ubd80\ubd84\uc758 \uc870\uc9c1\uc774\ub77c\uba74 \uc774 \uc9c8\ubb38\uc5d0 \ube44\uc6a9\uc744 \uc815\ub2f9\ud654\ud558\uae30 \uc704\ud55c \ubc29\uc5b4\uc801\uc778 \uc124\uba85\ubd80\ud130 \uc2dc\uc791\ud560 \uac83\uc785\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ubbf8\ub798\ub97c \ub0b4\ub2e4\ubcf4\ub294 \uae30\uc5c5\uc5d0\uc11c\ub294 \uc804\ud600 \ub2e4\ub978 \ub300\ud654\uac00 \uc774\uc5b4\uc9d1\ub2c8\ub2e4. \uc2dc\uc7a5 \ud655\ub300, \ud504\ub9ac\ubbf8\uc5c4 \uac00\uaca9 \uacbd\uc7c1\ub825, \uadf8\ub9ac\uace0 \ucc28\ubcc4\ud654\ub41c \uacbd\uc7c1 \uc6b0\uc704\uc5d0 \ub300\ud55c \ub17c\uc758\uac00 \uc2dc\uc791\ub418\ub294 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

\uadf8 \ucc28\uc774\ub294 \ubb34\uc5c7\uc77c\uae4c\uc694? \uc774\ub7ec\ud55c \uae30\uc5c5\ub4e4\uc740 \uace0\uac1d \uacbd\ud5d8(CX)\uc744 \ub354 \uc774\uc0c1 \uad00\ub9ac\ud574\uc57c \ud560 \ube44\uc6a9\uc73c\ub85c \ubcf4\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \ub300\uc2e0 \ube44\uc988\ub2c8\uc2a4 \uc131\uc7a5\uc744 \uc774\ub044\ub294 \ud575\uc2ec \ub3d9\ub825\uc73c\ub85c \ubc14\ub77c\ubd05\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc131\uc7a5 \uae30\ud68c\ub85c \uc778\uc2dd \uc804\ud658 <\/span><\/h2>\n

C\ub808\ubca8 \uacbd\uc601\uc9c4 \uc0ac\uc774\uc5d0\uc11c \uc8fc\ubaa9\ud560 \ub9cc\ud55c \ubcc0\ud654\uac00 \uc77c\uc5b4\ub098\uace0 \uc788\uc2b5\ub2c8\ub2e4. <\/span>“\uace0\uac1d \uacbd\ud5d8 \ud604\ud669(The State of Customer Experience)\u201d \ubcf4\uace0\uc11c<\/span><\/a>\uc5d0 \ub530\ub974\uba74, CX \uc784\uc6d0\uc758 \uc808\ubc18\uc774 \uc6b4\uc601 \ubd80\uc11c \ud68c\uc758\uc5d0\uc11c \ubc97\uc5b4\ub098 \ucd5c\uace0 \uacbd\uc601\uc9c4 \ud68c\uc758\uc5d0 \ucc38\uc11d\ud558\uc5ec CEO\uc5d0\uac8c \uc9c1\uc811 \ubcf4\uace0\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. \uc774\ub294 \ub2e8\uc21c\ud55c \uc870\uc9c1 \uac1c\ud3b8\uc774 \uc544\ub2d9\ub2c8\ub2e4.<\/span> \uacbd\ud5d8 \uacbd\uc81c \uc2dc\ub300<\/span><\/a>\uc5d0\uc11c\ub294 \ud0c1\uc6d4\ud55c \uc11c\ube44\uc2a4\uac00 \uae30\uc5c5 \uac00\uce58\ub97c \ub192\uc778\ub2e4\ub294 \uc0ac\uc2e4\uc744 \uc778\uc2dd\ud558\uace0 \uc788\ub2e4\ub294 \uc99d\uac70\uc785\ub2c8\ub2e4.<\/span><\/p>\n

\uc774\uc81c \uace0\uac1d\uc740 \ub2e8\uc21c\ud788 \ubb34\uc5c7\uc744 \uc81c\uacf5\ubc1b\uc558\ub294\uc9c0\uac00 \uc544\ub2c8\ub77c, \ube0c\ub79c\ub4dc\uc640 \uc0c1\ud638\uc791\uc6a9\ud558\ub294 \uacfc\uc815\uc5d0\uc11c \uc5b4\ub5a4 \uacbd\ud5d8\uc744 \ud588\ub294\uc9c0\ub97c \uae30\uc900\uc73c\ub85c \ube0c\ub79c\ub4dc\ub97c \ud3c9\uac00\ud569\ub2c8\ub2e4. \ubaa8\ub4e0 \ucc44\ub110\uc5d0\uc11c \ub9e5\ub77d\uc5d0 \ub9de\uace0, \ub04a\uae40 \uc5c6\uc73c\uba70, \uace0\uac1d\uc758 \uac10\uc815\uae4c\uc9c0 \uace0\ub824\ud55c \uacbd\ud5d8\uc744 \uc77c\uad00\ub418\uac8c \uc81c\uacf5\ud558\ub294 \uac83\uc774 \uc911\uc694\ud569\ub2c8\ub2e4.<\/p>\n

\uc2e4\uc81c\ub85c \uc18c\ube44\uc790\uc758 82%\ub294 \uae30\uc5c5\uc758 \uc11c\ube44\uc2a4 \uc218\uc900\uc774 \uace7 \uadf8 \uae30\uc5c5\uc758 \uc218\uc900\uc744 \ubcf4\uc5ec\uc900\ub2e4\uace0 \uc0dd\uac01\ud569\ub2c8\ub2e4. \uc774\ub294 \uace0\uac1d \ub9cc\uc871\ub3c4 \uc870\uc0ac\ub098 \uc21c\ucd94\ucc9c\uc9c0\uc218(NPS)\uc5d0\ub9cc \uad6d\ud55c\ub41c \uc774\uc57c\uae30\uac00 \uc544\ub2d9\ub2c8\ub2e4. \uae30\uc5c5\uc758 \ubcf8\uc9c8\uc801\uc778 \uacbd\uc7c1\ub825\uacfc \uac00\uce58\ub97c \uc88c\uc6b0\ud558\ub294 \ubb38\uc81c\uc785\ub2c8\ub2e4.<\/p>\n

\ub610\ud55c \uc18c\ube44\uc790\uc758 75%\ub294 \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \ube0c\ub79c\ub4dc\uc5d0\uc11c \ub354 \uc790\uc8fc \uad6c\ub9e4\ud558\uaca0\ub2e4\uace0 \ub2f5\ud588\uc73c\uba70, \uc808\ubc18 \uc774\uc0c1\uc740 \uadf8 \uacbd\ud5d8\uc744 \uc704\ud574 \ub354 \ub192\uc740 \uac00\uaca9\ub3c4 \uae30\uaebc\uc774 \uc9c0\ubd88\ud560 \uc758\ud5a5\uc774 \uc788\ub2e4\uace0 \ubc1d\ud614\uc2b5\ub2c8\ub2e4. \uc774\uc81c CX\ub294 \ub354 \uc774\uc0c1 \ube44\uc6a9\uc73c\ub85c\ub9cc \ubc14\ub77c\ubcfc \uc601\uc5ed\uc774 \uc544\ub2d9\ub2c8\ub2e4. \ub9e4\ucd9c \uc131\uc7a5\uc744 \uac00\uc18d\ud558\ub294 \ud575\uc2ec \ub3d9\ub825\uc785\ub2c8\ub2e4.<\/p>\n

\ud558\uc9c0\ub9cc \uc5ec\uc804\ud788 \uad34\ub9ac\uac00 \uc874\uc7ac\ud569\ub2c8\ub2e4. CX \ub9ac\ub354\uc758 96%\ub294 \uc790\uc0ac\uac00 \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\uace0 \uc788\ub2e4\uace0 \ubbff\uc9c0\ub9cc, \uac1c\uc778\ud654 \uc218\uc900\uc774 \uc9c4\uc815\uc73c\ub85c \ud0c1\uc6d4\ud558\ub2e4\uace0 \ud3c9\uac00\ud558\ub294 \ube44\uc728\uc740 42%\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4. 96%\uc640 42% \uac04\uc758 \ucc28\uc774\uac00 \ubb38\uc81c\ub85c \ubcf4\uc774\uc2dc\ub098\uc694? \uad00\uc810\uc744 \uc870\uae08\ub9cc \ubc14\uafd4 \ubcf4\ub294 \uac83\uc740 \uc5b4\ub5a8\uae4c\uc694? \uc774\ub294 \uc544\uc9c1 \uc120\uc810\ud558\uc9c0 \ubabb\ud55c \uc0c8\ub85c\uc6b4 \uc218\uc775\uc758 \uae30\ud68c\uac00 \ub420 \uc218 \uc788\uc2b5\ub2c8\ub2e4. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

AI\uae30\ud68c\uc758 \ucc3d\uc740 \ube60\ub974\uac8c \ub2eb\ud788\uace0 \uc788\uc2b5\ub2c8\ub2e4<\/span><\/h2>\n

\uc6b0\ub9ac\ub294 \ud765\ubbf8\ub85c\uc6b4 \uc5ed\uc124\uc744 \ubaa9\uaca9\ud558\uace0 \uc788\uc2b5\ub2c8\ub2e4. CX \ub9ac\ub354\ub4e4\uc740 \ub0b4\ub144\uc5d0 \uc608\uc0b0\uc758 3\ubd84\uc758 1\uc744 AI \uae30\ubc18 \uae30\uc220<\/a>\uc5d0 \ud22c\uc790\ud560 \uacc4\ud68d\uc785\ub2c8\ub2e4. \uc774\ub294 \uc131\uc7a5\uc73c\ub85c \uc774\uc5b4\uc9c0\ub294 \uc131\uacfc\ub97c \uc804\uc81c\ub85c \ud55c \ub300\uaddc\ubaa8 \ud22c\uc790\uc785\ub2c8\ub2e4. \ub610\ud55c, \ucd5c\uadfc Genesys \uc124\ubb38\uc870\uc0ac\uc5d0 \ub530\ub974\uba74 <\/span>91%\uc758 CX\ub9ac\ub354\ub294 \uc5d0\uc774\uc804\ud2f1 AI\uac00 \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub294 \ubc29\uc2dd\uc744 \ubcc0\ud654\uc2dc\ud0ac \uac83<\/span><\/a>\uc774\ub77c\uace0 \uc804\ub9dd\ud588\uc2b5\ub2c8\ub2e4.<\/span><\/p>\n

\ud558\uc9c0\ub9cc \ud558\uc9c0\ub9cc \ubaa8\ub4e0 CX \ub9ac\ub354\uac00 \uc8fc\ubaa9\ud574\uc57c \ud560 \uc0ac\uc2e4\uc774 \uc788\uc2b5\ub2c8\ub2e4. AI \uac70\ubc84\ub10c\uc2a4 \ud504\ub808\uc784\uc6cc\ud06c<\/a>\ub97c \uac16\ucd94\uace0 \uc788\ub294 \uae30\uc5c5\uc740 31%\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4.<\/span><\/p>\n

\uc774\ub7ec\ud55c \uac70\ubc84\ub10c\uc2a4\uc758 \uac04\uadf9\uc740 \uc5ed\uc124\uc801\uc73c\ub85c \uc0c8\ub85c\uc6b4 \uae30\ud68c\uac00 \ub429\ub2c8\ub2e4. \ud22c\uba85\ud558\uace0 \uc798 \uad00\ub9ac\ub41c AI \uad6c\ud604\uc744 \ud1b5\ud574 \uace0\uac1d \uc2e0\ub8b0\ub97c \uc5bb\ub294 \uae30\uc5c5\uc740 AI\ub97c \ud1b5\ud574 \uc5c5\ubb34 \ud6a8\uc728\uc131\uc744 \ub192\uc774\ub294 \ub370 \uadf8\uce58\uc9c0 \uc54a\uace0, AI\uc5d0 \ub300\ud55c \ubd88\uc2e0\uc774 \uc5ec\uc804\ud788 \uc874\uc7ac\ud558\ub294 \uc2dc\uc7a5\uc5d0\uc11c\u00a0 \u2018\uc2e0\ub8b0\ud560 \uc218 \uc788\ub294 \ube0c\ub79c\ub4dc\u2019\ub77c\ub294 \ub3c5\ubcf4\uc801\uc778 \ud504\ub9ac\ubbf8\uc5c4\uc744 \uc5bb\uac8c \ub429\ub2c8\ub2e4. <\/span><\/p>\n

\ub610\ud55c, \uc18c\ube44\uc790\uc758 81%\ub294 \ubb38\uc81c\uac00 \uc644\uc804\ud788 \uadf8\ub9ac\uace0 \ube60\ub974\uac8c \ud574\uacb0\ub418\uae30\ub9cc \ud55c\ub2e4\uba74 \ubb38\uc81c \ud574\uacb0\uc758 \uc8fc\uccb4\uac00 \uc0ac\ub78c\uc774\ub4e0 AI\ub4e0 \uc0c1\uad00\uc5c6\ub2e4\uace0 \ub9d0\ud569\ub2c8\ub2e4. \uc774\ub294 \uae30\uc5c5\uc5d0 \ubd84\uba85\ud55c \uba54\uc2dc\uc9c0\ub97c \uc804\ub2ec\ud569\ub2c8\ub2e4. \uae30\ubcf8\uc5d0 \ucda9\uc2e4\ud558\uace0, \uc2e0\ub8b0\ub97c \uad6c\ucd95\ud558\uba74, \uc131\uacfc\uc640 \ub9e4\ucd9c\uc740 \uc790\uc5f0\uc2a4\ub7fd\uac8c \ub4a4\ub530\ub978\ub2e4\ub294 \uac83\uc785\ub2c8\ub2e4.<\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\ud604\uc7ac\uc758 \uaca9\ucc28\uc5d0\uc11c \uc0c8\ub85c\uc6b4 \uc131\uc7a5 \uae30\ud68c\ub97c \ubc1c\uacac\ud558\uc138\uc694<\/span><\/h2>\n

\ub300\ubd80\ubd84\uc758 \uae30\uc5c5\uc740 \uc790\uc0ac \uc5ed\ub7c9\uacfc \uace0\uac1d \uae30\ub300\uce58 \uc0ac\uc774\uc758 \uac04\uadf9\uc744 \ud574\uacb0\ud574\uc57c \ud560 \uacfc\uc81c\ub85c \ubd05\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ud601\uc2e0\uc801\uc778 \uae30\uc5c5\uc740 \uc774\ub97c \uc131\uc7a5 \ub85c\ub4dc\ub9f5\uc73c\ub85c \ubc14\ub77c\ubd05\ub2c8\ub2e4. <\/span><\/p>\n

\uc634\ub2c8\ucc44\ub110 \uacbd\ud5d8\uc744 \uc608\ub85c \ub4e4\uc5b4\ubcf4\uaca0\uc2b5\ub2c8\ub2e4. \uc18c\ube44\uc790\uc758 97%\uac00 \uc6d0\ud65c\ud55c \ucc44\ub110 \uc804\ud658\uc774 \uc911\uc694\ud558\ub2e4<\/a>\uace0 \ub9d0\ud568\uc5d0\ub3c4 \ubd88\uad6c\ud558\uace0, \uc9c4\uc815\ud55c \ud1b5\ud569\uc744 \ub2ec\uc131\ud55c \uae30\uc5c5\uc740 16%\uc5d0 \ubd88\uacfc\ud569\ub2c8\ub2e4. \uc774\ub7ec\ud55c \uc804\ud658 \uacfc\uc815\uc5d0\uc11c\uc758 \ubaa8\ub4e0 \ub9c8\ucc30 \uc9c0\uc810\uc740 \ub2e8\uc21c\ud55c \uc11c\ube44\uc2a4 \uc2e4\ud328\ub97c \ub118\uc5b4 \uc9c1\uc811\uc801\uc778 \uc218\uc775 \uc190\uc2e4\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4. \uc18c\ube44\uc790\uc758 \uc808\ubc18 \uc774\uc0c1\uc774 \ub2e8 \uc138 \ubc88\uc758 \ubd80\uc815\uc801\uc778 \uacbd\ud5d8\ub9cc\ub4dc\ub85c\ub3c4 \uac00\uc7a5 \uc88b\uc544\ud558\ub294 \ube0c\ub79c\ub4dc\ub97c \ub5a0\ub0a0 \uc218 \uc788\ub2e4\uace0 \ub2f5\ud588\uc2b5\ub2c8\ub2e4.\u00a0 \uacb0\uad6d \ub2f5\uc740 \ubd84\uba85\ud569\ub2c8\ub2e4.<\/span><\/p>\n

\ub9c8\ucc30\uc744 \uc904\uc774\uba74, \uc131\uc7a5\uc740 \ub530\ub77c\uc635\ub2c8\ub2e4.<\/span><\/p>\n

\uac1c\uc778\ud654\uac00 \ub9cc\ub4e4\uc5b4\ub0b4\ub294 \ud504\ub9ac\ubbf8\uc5c4 \ud6a8\uacfc\uc5d0\ub3c4 \uc8fc\ubaa9\ud574\uc57c \ud569\ub2c8\ub2e4. \ube0c\ub79c\ub4dc\uac00 \uc77c\uad00\ub418\uac8c \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc744 \uc81c\uacf5\ud560 \ub54c, \uc18c\ube44\uc790\uc758 77%\ub294 \ube0c\ub79c\ub4dc\ub97c \uc801\uadf9 \ucd94\ucc9c\ud558\uace0, 74%\ub294 \uad6c\ub9e4 \ube48\ub3c4\ub97c \ub298\ub9ac\uba70, 55%\ub294 \uae30\uaebc\uc774 \ub354 \ub192\uc740 \uac00\uaca9\uc744 \uc9c0\ubd88\ud569\ub2c8\ub2e4. \uc774\ub294 \uc810\uc9c4\uc801\uc778 \uac1c\uc120\uc774 \uc544\ub2cc, \ud68c\uc0ac\uc758 \uc218\uc775 \ubaa8\ub378 \uc804\uccb4\ub97c \ud601\uc2e0\ud558\ub294 \uc77c\uc785\ub2c8\ub2e4.. <\/span>[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uc131\uc7a5\uc744 \uc704\ud55c CX \ud504\ub808\uc784\uc6cc\ud06c \uad6c\ucd95<\/span><\/h2>\n

\ube44\uc6a9 \uad00\ub9ac\uc5d0\uc11c \uc131\uc7a5 \uc8fc\ub3c4 \uc804\ub7b5\uc73c\ub85c \uc804\ud658\ud558\ub824\uba74 \uc778\uc2dd\uc758 \ubcc0\ud654\ub9cc\uc73c\ub85c\ub294 \ucda9\ubd84\ud558\uc9c0 \uc54a\uc2b5\ub2c8\ub2e4. \uc774\ub97c \ub4b7\ubc1b\uce68\ud560 \uba85\ud655\ud55c \uc804\ub7b5\uc774 \ud544\uc694\ud569\ub2c8\ub2e4.<\/p>\n

\uacbd\uc601\uc9c4\uc774 \uc911\uc694\ud558\uac8c \uc0dd\uac01\ud558\ub294 \uc9c0\ud45c\uc5d0 \uc9d1\uc911\ud558\uc2ed\uc2dc\uc624.<\/strong> \uace0\uac1d \uacbd\ud5d8 \uac1c\uc120\uc744 \uace0\uac1d \uc0dd\uc560\uac00\uce58(Customer Lifetime Value, CLV)\uc640 \uac19\uc740 \uc131\uc7a5 \uc9c0\ud45c\uc5d0 \uc9c1\uc811 \uc5f0\uacb0\ud560 \uc218 \uc788\ub2e4\uba74, CX \ud22c\uc790\ub294 \ub354 \uc774\uc0c1 \uc120\ud0dd\uc774 \uc544\ub2c8\ub77c \ud544\uc218\uc801\uc778 \uc131\uc7a5 \uc804\ub7b5\uc774 \ub429\ub2c8\ub2e4.<\/p>\n

\uc2dc\uc7a5\uc758 \uc694\uad6c\ubcf4\ub2e4 \ud55c\ubc1c \uc55e\uc11c \uc2e0\ub8b0 \uc778\ud504\ub77c\ub97c \uad6c\ucd95\ud558\uc138\uc694.<\/b> CX \ub9ac\ub354\uc758 87%\uac00 AI \uad00\ub828 \uaddc\uc81c \uc900\uc218\uc5d0 \uc6b0\ub824\ub97c \ud45c\ud558\ub294 \uc0c1\ud669\uc5d0\uc11c, \uac15\ub825\ud558\uace0 \ud22c\uba85\ud55c AI \uac70\ubc84\ub10c\uc2a4\ub97c \uac16\ucd98 \uae30\uc5c5\uc740 AI\uc5d0 \ud68c\uc758\uc801\uc778 \uc18c\ube44\uc790\ub4e4\uc774 \uae30\uaebc\uc774 \ube44\uc6a9\uc744 \uc9c0\ubd88\ud558\ub294 \u2018\uc2e0\ub8b0\u2019\ub77c\ub294 \ud504\ub9ac\ubbf8\uc5c4\uc744 \ud655\ubcf4\ud560 \uac83\uc785\ub2c8\ub2e4.<\/p>\n

\uace0\uac1d \uacbd\ud5d8 \uc624\ucf00\uc2a4\ud2b8\ub808\uc774\uc158\uc740 \ub9e4\ucd9c \uc131\uc7a5\uc744 \uac00\uc18d\ud558\ub294 \ud575\uc2ec \uc694\uc18c\uc785\ub2c8\ub2e4. <\/b>\uace0\uac1d\uc774 \ucc44\ub110 \uac04\uc744 \uc6d0\ud65c\ud558\uac8c \uc774\ub3d9\ud558\uace0, AI\uac00 \uace0\uac1d\uc758 \ub2c8\uc988\ub97c \uc608\uce21\ud558\uba70, \uac1c\uc778\ud654\uac00 \uc790\uc5f0\uc2a4\ub7fd\uac8c \ub290\uaef4\uc9c8 \ub54c, \uac01\uac01\uc758 \uac1c\uc120 \ud6a8\uacfc\ub294 \uc11c\ub85c \uc2dc\ub108\uc9c0\ub97c \ub0b4\uba70 \ub354 \ud070 \uc131\uc7a5\uc73c\ub85c \uc774\uc5b4\uc9d1\ub2c8\ub2e4.<\/p>\n

\ud604 \uc0c1\ud0dc\ub97c \uc720\uc9c0\ud558\ub294 \ub370 \ub530\ub974\ub294 \ube44\uc6a9\ub3c4 \ubc18\ub4dc\uc2dc \uace0\ub824\ud574\uc57c \ud569\ub2c8\ub2e4. <\/b>\uc9c0\ub09c\ud574 \uc18c\ube44\uc790\uc758 30%\uac00 \uc5f4\uc545\ud55c \uc11c\ube44\uc2a4 \ub54c\ubb38\uc5d0 \uac70\ub798\ub97c \uc911\ub2e8\ud588\uc2b5\ub2c8\ub2e4. \uc804\ub7b5\uc801\uc778 CX \ud22c\uc790\ub97c \ubbf8\ub8e8\ub294 \ud558\ub8e8\ud558\ub8e8\ub294 \uace7 \uce21\uc815 \uac00\ub2a5\ud55c \uc218\uc775 \uc190\uc2e4\uc744 \ub73b\ud569\ub2c8\ub2e4. \ubd80\uc815\uc801\uc778 \uacbd\ud5d8\uc744 \ud55c \uc18c\ube44\uc790\uc758 3\ubd84\uc758 1\uc774 \ub2e4\ub978 \uc0ac\ub78c\ub4e4\uc5d0\uac8c \uc774\ub97c \uc801\uadf9 \uc54c\ub9b0\ub2e4\ub294 \uc0ac\uc2e4\uae4c\uc9c0 \ub354\ud558\uba74, \uc544\ubb34\uac83\ub3c4 \ud558\uc9c0 \uc54a\ub294 \uac83\uc740 \uac00\uc7a5 \ube44\uc2fc \ub300\uac00\ub97c \uce58\ub7ec\uc57c \ud558\ub294 \ucd5c\uc545\uc758 \uacb0\uc815\uc774 \ub429\ub2c8\ub2e4.[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section][vc_section][vc_row][vc_column][vc_column_text css=””]<\/p>\n

\uacbd\uc7c1\uc758 \ud604\uc2e4\uc744 \uc9c1\uc2dc\ud574\uc57c \ud569\ub2c8\ub2e4<\/span><\/h2>\n

\ub370\uc774\ud130\ub294 \uc9c4\uc2e4\uc744 \ub9d0\ud574\uc90d\ub2c8\ub2e4. \uacbd\ud5d8\uc774 \uac00\uc7a5 \uac15\ub825\ud55c \ucc28\ubcc4\ud654 \uc694\uc18c\uac00 \ub41c \uc138\uc0c1\uc5d0\uc11c \uc548\uc804 \uc9c0\ub300\ub294 \uc5c6\uc2b5\ub2c8\ub2e4. \uae30\uc5c5\uc740 CX \ud22c\uc790\ub97c \uc131\uc7a5 \ub3d9\ub825\uc73c\ub85c \uc815\uc758\ud574\uc57c \ud569\ub2c8\ub2e4. \uadf8\ub807\uc9c0 \uc54a\ub294\ub2e4\uba74 \uacbd\uc7c1 \uc6b0\uc704\ub97c \uc783\uac8c<\/a> \ub420 \uac83\uc785\ub2c8\ub2e4. <\/span><\/p>\n

\uc18c\ube44\uc790\uac00 \uc11c\ube44\uc2a4 \ud488\uc9c8\uc744 \uae30\uc5c5\uc758 \uac00\uce58\uc640 \ub3d9\uc77c\uc2dc\ud558\uace0, \uac1c\uc778\ud654\ub41c \uacbd\ud5d8\uc5d0 \ud504\ub9ac\ubbf8\uc5c4 \uac00\uaca9\uc744 \uc9c0\ubd88\ud558\uba70, AI\uac00 \ubaa8\ub4e0 \uace0\uac1d \uc0c1\ud638\uc791\uc6a9\uc758 \ud601\uc2e0\uc744 \uc774\ub044\ub294 \ud604\uc2dc\uc810\uc5d0\uc11c, \uc6b0\ub9ac\uac00 \ud574\uc57c \ud560 \uc9c8\ubb38\uc740 \u201cCX\uc5d0 \ud22c\uc790\ud560 \uac83\uc778\uac00?\u201d\uac00 \uc544\ub2d9\ub2c8\ub2e4. \uc774 \ud22c\uc790\ub97c \ube44\uc6a9 \uad00\ub9ac\uc758 \uad00\uc810\uc5d0\uc11c \ubc14\ub77c\ubcfc \uac83\uc778\uc9c0, \uc544\ub2c8\uba74 \uae30\uc5c5\uc758 \ubbf8\ub798\ub97c \uc774\ub04c \uc131\uc7a5 \uc804\ub7b5\uc73c\ub85c \uc804\ud658\ud560 \uac83\uc778\uc9c0\uc5d0 \ub300\ud55c \uc9c8\ubb38\uc774\uc5b4\uc57c \ud569\ub2c8\ub2e4. <\/span><\/p>\n

CX \ud22c\uc790\ub97c \uc131\uc7a5\uc758 \ud575\uc2ec \uc5d4\uc9c4\uc73c\ub85c \uc815\uc758\ud558\ub294 \uae30\uc5c5\uc740 \uacbd\ud5d8 \uacbd\uc81c \uc2dc\ub300\uc5d0\uc11c \ub2e8\uc21c\ud55c \uc0dd\uc874\uc744 \ub118\uc5b4 \uc9c0\uc18d\uc801\uc778 \uc131\uc7a5\uc744 \ub204\ub9b4 \uac83\uc785\ub2c8\ub2e4. <\/span><\/p>\n

CX\ub97c \ube44\uc6a9 \uc13c\ud130\uc5d0\uc11c \uc131\uc7a5 \uc5d4\uc9c4\uc73c\ub85c \uc804\ud658\ud560 \uc900\ube44\uac00 \ub418\uc168\ub098\uc694? 2026 AI \ubc0f CX \uad6c\ub9e4 \uac00\uc774\ub4dc<\/a>\uc5d0\uc11c AI \uae30\ubc18 \uae30\uc220\uc744 \ud65c\uc6a9\ud574 \uace0\uac1d \uacbd\ud5d8\uc744 \uc5b4\ub5bb\uac8c \ubc1c\uc804\uc2dc\ud0ac \uc218 \uc788\ub294\uc9c0 \ud655\uc778\ud574 \ubcf4\uc138\uc694. <\/span><\/p>\n

 <\/p>\n

\ubcf8\ubb38\uc5d0 \uc0ac\uc6a9\ub41c \ud1b5\uacc4\ub294 \ubcc4\ub3c4\uc758 \ucd9c\ucc98 \ud45c\uae30\uac00 \uc5c6\ub294 \ud55c, 5,232\uba85\uc758 \uc18c\ube44\uc790\uc640 1,181\uba85\uc758 CX \ub9ac\ub354\ub97c \ub300\uc0c1\uc73c\ub85c \uc124\ubb38\uc870\uc0ac\ub97c \uc9c4\ud589\ud55c Genesys\uc758 “\uace0\uac1d \uacbd\ud5d8 \ud604\ud669(The State of Customer Experience)” \ubcf4\uace0\uc11c\uc5d0\uc11c \ubc1c\ucdcc\ud588\uc2b5\ub2c8\ub2e4. <\/span><\/i>\u00a0<\/span>[\/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 css=””]\ud55c\ubc88 \uc774\ub7f0 \uc0c1\ud669\uc744 \ub5a0\uc62c\ub824 \ubcf4\uc138\uc694. CFO\uac00 \uc774\uc0ac\ud68c \ud68c\uc758\uc5d0\uc11c \uc774\ub807\uac8c \ubb3b\uc2b5\ub2c8\ub2e4. “\ub9e4\ucd9c \uc131\uc7a5\uc744 \ucd94\uc9c4\ud558\ub294 \uc0c1\ud669\uc5d0\uc11c \uc65c CX \uc608\uc0b0\uc744 \ub354 \ub298\ub824\uc57c \ud569\ub2c8\uae4c?” \ub300\ubd80\ubd84\uc758 \uc870\uc9c1\uc774\ub77c\uba74 \uc774 \uc9c8\ubb38\uc5d0 \ube44\uc6a9\uc744 \uc815\ub2f9\ud654\ud558\uae30 \uc704\ud55c \ubc29\uc5b4\uc801\uc778 \uc124\uba85\ubd80\ud130 \uc2dc\uc791\ud560 \uac83\uc785\ub2c8\ub2e4. \ud558\uc9c0\ub9cc \ubbf8\ub798\ub97c \ub0b4\ub2e4\ubcf4\ub294 \uae30\uc5c5\uc5d0\uc11c\ub294 \uc804\ud600 \ub2e4\ub978 \ub300\ud654\uac00 \uc774\uc5b4\uc9d1\ub2c8\ub2e4. \uc2dc\uc7a5 \ud655\ub300, \ud504\ub9ac\ubbf8\uc5c4 \uac00\uaca9 \uacbd\uc7c1\ub825, \uadf8\ub9ac\uace0 \ucc28\ubcc4\ud654\ub41c \uacbd\uc7c1 \uc6b0\uc704\uc5d0 \ub300\ud55c \ub17c\uc758\uac00 \uc2dc\uc791\ub418\ub294 \uac83\uc785\ub2c8\ub2e4. \uadf8 […]<\/p>\n","protected":false},"author":1188,"featured_media":604346,"template":"","tax_priority":[54],"tax_blogtype":[17747],"tax_blogcategory":[18486,18467,13126],"tax_contenttheme":[14874],"tax_bundle":[],"tax_contenttheme2":[16158],"tax_capability_sitewide":[16203,18166,16263],"tax_products_programs":[16481,17547],"tax_buying_job":[16669],"tax_buyer_persona":[16914,18601,16895],"tax_sector":[],"tax_segment":[17133,17085,17120],"class_list":["post-631435","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-ko-kr","tax_blogcategory-ai---","tax_blogcategory-experience-orchestration-ko-kr","tax_blogcategory-cloud-ko-kr","tax_contenttheme-level-up-your-technology-ko-kr","tax_contenttheme2-improve-employee-experience-ko-kr","tax_capability_sitewide-ai-and-automation-ko-kr","tax_capability_sitewide-cloud-migration-ko-kr","tax_capability_sitewide-digital-ko-kr","tax_products_programs-genesys-ai-ko-kr","tax_products_programs-genesys-cloud-cx-ko-kr","tax_buying_job-job-2-solution-exploration-ko-kr","tax_buyer_persona-technical-ko-kr","tax_buyer_persona-18601","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\/631435","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\/1188"}],"version-history":[{"count":6,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/631435\/revisions"}],"predecessor-version":[{"id":631627,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/blog\/631435\/revisions\/631627"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media\/604346"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/media?parent=631435"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_priority?post=631435"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogtype?post=631435"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_blogcategory?post=631435"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme?post=631435"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_bundle?post=631435"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_contenttheme2?post=631435"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_capability_sitewide?post=631435"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_products_programs?post=631435"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buying_job?post=631435"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_buyer_persona?post=631435"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_sector?post=631435"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/ko-kr\/wp-json\/wp\/v2\/tax_segment?post=631435"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}