Published: 13 February 2024
ITリーダーは、CRM戦略やマシン・カスタマー、デジタル・エクスペリエンス、カスタマー・エクスペリエンスといった施策に関する最適化と投資を続けている。本リサーチノートでは、2024年以降に起こり得る影響について3つの仮説を立てて説明する。
マシン・カスタマーが直接関与したり影響を及ぼしたりする購入の総額は、今後数兆ドルに達する。
生成AIによるカスタマー・エクスペリエンス (CX) の向上には多くの利点があるとともに、CXの向上を妨げている問題を軽減・解消することもできる。
購入企業のニーズを受け、デジタル・エクスペリエンス・プラットフォーム (DXP) ベンダーはテクノロジの分解とモジュール化を進めている。
自社の製品やサービスの対象をマシン・カスタマーにまで拡張できるユースケースを特定し、ビジネスを促進する。
理想的なCXを実現できない要因を特定し、そうした阻害要因を生成AIで軽減または解消できるかどうかを検討することで、CXを改善する。
専業のDXPベンダーを含む複数のベンダーや、隣接市場から提供されるベスト・オブ・ブリードのテクノロジを評価する準備を整え、最適なDXPベンダーを選定する。
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Analysts:
Ken Kawabe
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