Gartner Research


Published: 12 June 2023


Gartnerの顧客のほとんどは、カスタマー・エクスペリエンス管理の成熟度の初期段階にとどまっている。しかし、CX戦略を支援するエグゼクティブ・リーダーは、目標とするCXの機会にトータル・エクスペリエンスの戦略を適用することで、最高レベルで価値の高いクイック・ウィン (素早く達成できる成果) を実現する方法を示すことができる。

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  • ほとんどのビジネス領域がカスタマー・エクスペリエンス (CX) に貢献し得るが、その取り組みは往々にして競合するサイロの中で行われるため、CXの取り組みが調整されず一貫性を損ない、成果が損なわれるリスクを高めてしまう。

  • CXを改善する上で最大の障壁は、取られたアクションを可視化できないことや、テクノロジの制約、部門間の調整が不十分なことである。

  • Gartnerが調査したところ、顧客対応を行う従業員の64%は、「不必要な労力」が、顧客へのより高品質なエクスペリエンスの提供を妨げていると回答している。



  • サイロ化したCXの惰性を打破する。そのためには、顧客とやりとりする主要な従業員への権限付与によって向上する可能性があることから、そのような価値の高いカスタマー・ジャーニーを特定する。

  • トータル・エクスペリエンス (TX) のフュージョン・チームをCXのセンター・オブ・エクセレンス (COE) の一部として結成することで、最高レベルのガバナンス・プラクティスを採用する。

  • カスタマー・ジャーニー・マップや従業員ジャーニー・マップなどのビジネス・アーキテクチャ成果物を活用して、TX施策の範囲を決定し、ビジネスやITの幅広い目標に沿わせる。

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Kensuke Kawabe

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