Gartner Insights Abstract

预测2024:机器客户、客户体验GenAI和组装式数字体验平台

Published: 09 February 2024

Summary

IT领导者在持续优化和投资客户关系管理战略,以及机器客户、数字体验和客户体验计划。本文着重介绍了对2024年及未来具有潜在影响的三个预测。

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概述

主要发现
  • 机器客户将直接参与或影响数万亿美元的采购。

  • 对于改善客户体验而言,生成式人工智能(GenAI)不仅能起到积极作用,也能减少或消除障碍。

  • 买方需求不断推动数字体验平台供应商技术的拆解和模块化。

建议
  • 明确可以将产品和服务扩展到机器客户的用例。

  • 先确定企业机构提供理想客户体验所面临的障碍,然后考虑GenAI能否减少或消除这些障碍,从而改进客户体验。

  • 做好评估多个供应商(包括纯粹的数字体验平台供应商以及周边市场同类最佳技术)的准备,选择合适的数字体验平台供应商。

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Analysts:

Irina Guseva Don Scheibenreif Michael Chiu John Field

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