ã³ã³ãããšã³ã¹ã¹ãã¢æ¥çã§ã¯ãæ¿ãã競äºç°å¢ã®äžã§å·®å¥åãå³ãããã«ã顧客æºè¶³åºŠãé«ããããã®ã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒCXïŒãžã®åãçµã¿ãäžå¯æ¬ ãšãªã£ãŠããŸããCXãšã¯ã顧客ãäŒæ¥ããã©ã³ããšã®æ¥ç¹ã§åŸãããããäœéšãæããåºèã®é°å²æ°ãåŸæ¥å¡ã®å¯Ÿå¿ãªã©ã顧客ãæããç·åçãªçµéšäŸ¡å€ãå«ãŸããŸããã³ã³ããæ¥çã«ãããŠCXãåäžãããããšã§ã顧客ãšã®é·æçãªé¢ä¿æ§ç¯ã売äžå¢å ã«ã€ãªããããšãæåŸ ãããŠããŸãã
ã¯ããã«ïŒã³ã³ããã«ãããCXã®éèŠæ§
è¿å¹Žãå°å£²æ¥çã§ã¯é¡§å®¢äœéšïŒCXïŒã®éèŠæ§ãé«ãŸã£ãŠããŸããç¹ã«ã³ã³ãããšã³ã¹ã¹ãã¢æ¥çã«ãããŠã¯ãæ¿ãã競äºç°å¢ã®äžã§å·®å¥åãå³ãããã«ã顧客æºè¶³åºŠãé«ããããã®åãçµã¿ãäžå¯æ¬ ãšãªã£ãŠããŸããæ¬èšäºã§ã¯ãã³ã³ããã«ãããCXã®éèŠæ§ã«ã€ããŠãåå¿è åãã«ãããããã解説ããŸãã
CXã®å®çŸ©ãšæ矩
CXãšã¯ãCustomer ExperienceïŒã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒã®ç¥ã§ã顧客ãäŒæ¥ããã©ã³ããšã®æ¥ç¹ã§åŸãããããäœéšãæããŸããåãªãååããµãŒãã¹ã®å質ã ãã§ãªããåºèã®é°å²æ°ãåŸæ¥å¡ã®å¯Ÿå¿ã決æžã®å©äŸ¿æ§ãªã©ã顧客ãæããç·åçãªçµéšäŸ¡å€ãå«ãŸããŸãã
CXãåäžãããããšã§ã以äžã®ãããªã¡ãªãããæåŸ ã§ããŸãã
- 顧客æºè¶³åºŠã®åäž
- ãªããŒãçã®åäž
- ãã©ã³ããã€ã€ãªãã£ã®åäž
- å£ã³ãã«ããæ°èŠé¡§å®¢ã®ç²åŸ
- 競åä»ç€Ÿãšã®å·®å¥å
ã€ãŸããCXã®åäžã¯ã顧客ãšã®é·æçãªé¢ä¿æ§ç¯ã売äžå¢å ã«ã€ãªããéèŠãªåãçµã¿ãšãããŸãã
ã³ã³ããæ¥çã®çŸç¶ãšCXã®å¿ èŠæ§
æ¥æ¬ã®ã³ã³ããæ¥çã¯ãåºèæ°ã5äžåºãè¶ ãã飜åç¶æ ã«ãããå瀟ã顧客ç²åŸã®ããã«æ¿ãã競äºãç¹°ãåºããŠããŸãããã®ç¶æ³äžã§ãäŸ¡æ Œç«¶äºã ãã§ã¯å·®å¥åãé£ããã顧客äœéšã®åäžã«ããä»å 䟡å€ã®æäŸãéèŠãªæŠç¥ãšãªã£ãŠããŸãã
ãŸããã³ã³ããå©çšè ã®ããŒãºãå€æ§åããŠããç¹ããCXéèŠã®èæ¯ã«ãããŸããåãªãååè³Œå ¥ã ãã§ãªããATMãã³ããŒæ©ãªã©ã®ãµãŒãã¹å©çšãå® é 䟿ã®åãåããªã©ãã³ã³ããã«æ±ããããæ©èœãæ¡å€§ããŠããŸãããããã®ããŒãºã«å¿ããããã«ã¯ãå©äŸ¿æ§ãå¿«é©æ§ãè¿œæ±ããCXã®èšèšãæ±ããããŸãã
CXãã³ã³ããæ¥çã«äžããã€ã³ãã¯ã
ã³ã³ããæ¥çãCXãéèŠããããšã§ã以äžã®ãããªå€åãæåŸ ã§ããŸãã
- åºèèšèšã®æ¹å
- åç·ã®æé©å
- ååé³åã®å·¥å€«
- å¿«é©ãªåºå ç°å¢ã®æŽå
- æ¥å®¢ãµãŒãã¹ã®åäž
- åŸæ¥å¡æè²ã®åŒ·å
- 顧客ããŒãºã«åãããææ¡åã®åäž
- è¿ éã§äžå¯§ãªå¯Ÿå¿
- ããžã¿ã«æè¡ã®æŽ»çš
- ã»ã«ãã¬ãžã®å°å ¥
- ã¢ãã€ã«ãªãŒããŒã·ã¹ãã ã®æ§ç¯
- 顧客ããŒã¿ã®åæãšæŽ»çš
- ç¬èªãµãŒãã¹ã®éçº
- ãã©ã€ããŒããã©ã³ãååã®æ¡å
- ã³ã³ããéå®ã®ãµãŒãã¹æäŸ
- å°åã³ãã¥ããã£ãšã®é£æº
ãããã®åãçµã¿ãéããŠãã³ã³ããæ¥çã¯é¡§å®¢æºè¶³åºŠãé«ãããã©ã³ããã€ã€ãªãã£ãåäžãããããšãã§ããŸããçµæãšããŠã売äžå¢å ã競åä»ç€Ÿãšã®å·®å¥åã«ã€ãªããããšãæåŸ ãããŸãã
åãçµã¿ | æåŸ ãããå¹æ |
---|---|
åºèèšèšã®æ¹å | å¿«é©ãªåºå ç°å¢ã«ãã顧客æºè¶³åºŠã®åäž |
æ¥å®¢ãµãŒãã¹ã®åäž | 顧客ããŒãºã«åããããã现ãããªå¯Ÿå¿ |
ããžã¿ã«æè¡ã®æŽ»çš | å©äŸ¿æ§ã®åäžãšæ¥åå¹çå |
ç¬èªãµãŒãã¹ã®éçº | ä»ç€Ÿãšã®å·®å¥åãšä»å 䟡å€ã®æäŸ |
以äžã®ããã«ãã³ã³ããæ¥çã«ãããCXã®éèŠæ§ã¯éåžžã«é«ãã顧客æºè¶³åºŠã®åäžãšæ¥çå ã§ã®ç«¶äºå匷åã«çŽçµããåãçµã¿ãšãããŸããä»åŸãCXã軞ãšããæŠç¥ãæ¥çã®ã¹ã¿ã³ããŒãã«ãªãããšãäºæ³ãããå瀟ã®ååã泚ç®ãããŸãã
ã³ã³ããæ¥çãCXãéèŠãã顧客ç®ç·ã§ã®åºèéå¶ããµãŒãã¹æäŸã«æ³šåããããšã§ãæ¥çå šäœã®è³ªçåäžãæåŸ ã§ããŸãã顧客ã«ãšã£ãŠã¯ãããå¿«é©ã§æºè¶³åºŠã®é«ãåºèäœéšãåŸãããããã«ãªãã§ããããäžæ¹ãã³ã³ããå瀟ã«ãšã£ãŠã¯ãCXãå·®å¥åã®æŠåšãšããŠç«¶äºåãé«ããããå¯èœæ§ããããŸãã
ãã ããCXã®åäžã«ã¯ç¶ç¶çãªåªåãå¿ èŠã§ããäžæçãªåãçµã¿ã§ã¯ãªãã顧客ããŒãºã®å€åãæããªãããåžžã«æ¹åãç¶ããŠãã姿å¢ãæ±ããããŸãããŸããå šç€Ÿçãªæèæ¹é©ãåŸæ¥å¡æè²ãªã©ãæ¬ ãããŸããã
ã³ã³ããæ¥çãCXãéèŠããããšã§ã顧客æºè¶³åºŠã®åäžããã©ã³ããã€ã€ãªãã£ã®åäžã売äžå¢å ãªã©ã®ã¡ãªãããæåŸ ã§ããŸããæ¿ãã競äºç°å¢ã®äžã§çãæ®ãããã«ã¯ãCXã軞ãšããæŠç¥ãäžå¯æ¬ ãšãããã§ããããä»åŸãã³ã³ããå瀟ã®CXåäžã«åããåãçµã¿ãã©ã®ããã«é²åããŠããã®ãã泚ç®ãéãŸããŸãã
ã³ã³ããã«ãããCXã®åºæ¬èŠçŽ
ã³ã³ãããšã³ã¹ã¹ãã¢ã«ãããŠã顧客æºè¶³åºŠãé«ããããã«ã¯ã以äžã®3ã€ã®åºæ¬èŠçŽ ã«æ³šç®ããããšãéèŠã§ãã
å©äŸ¿æ§ã®è¿œæ±
ã³ã³ããã®æ倧ã®åŒ·ã¿ã¯ããã€ã§ãã©ãã§ãå©çšã§ããå©äŸ¿æ§ã§ãããã®å©äŸ¿æ§ãè¿œæ±ããããã«ã¯ã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- 24æé365æ¥ã®å¶æ¥
- åºè網ã®æ¡å€§ã«ããå©çšæ©äŒã®å¢å
- å€æ§ãªååã»ãµãŒãã¹ã®æäŸ
- è¿ éãªæ±ºæžã·ã¹ãã ã®å°å ¥
- åºå ã¬ã€ã¢ãŠãã®æé©åã«ããååã®ã¢ã¯ã»ã·ããªãã£åäž
ãããã®åãçµã¿ãéããŠã顧客ãã¹ãã¬ã¹ãªãã³ã³ãããå©çšã§ããç°å¢ãæŽåããããšãéèŠã§ãã
顧客ããŒãºã®ç解ãšå¯Ÿå¿
ã³ã³ããå©çšè ã®ããŒãºã¯å€æ§åããŠããããããã®ããŒãºãç確ã«æãã察å¿ããããšãCXåäžã®ã«ã®ãšãªããŸããå ·äœçã«ã¯ä»¥äžã®ãããªåãçµã¿ãæ±ããããŸãã
- 顧客ããŒã¿ã®åéãšåæ
- ååã»ãµãŒãã¹ã®åæãã®æé©å
- å°åç¹æ§ã«åãããååã»ãµãŒãã¹ã®æäŸ
- 顧客ã®å£°ãåæ ããæ¹åã®å®æœ
- åŸæ¥å¡æè²ã«ããæ¥å®¢ã¹ãã«ã®åäž
顧客ããŒãºãç確ã«ææ¡ããããã«å¿ããååã»ãµãŒãã¹ãæäŸããããšã§ã顧客æºè¶³åºŠã®åäžã«ã€ãªããããšãã§ããŸãã
åºèç°å¢ã®æé©å
åºèç°å¢ã¯ã顧客ã®è³Œè²·äœéšã«å€§ããªåœ±é¿ãäžããŸããå¿«é©ã§å©çšããããåºèç°å¢ãæŽåããããšããCXåäžã®ããã®éèŠãªèŠçŽ ãšãããŸãã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- æž æœã§æããåºå ç°å¢ã®ç¶æ
- ååé³åã®å·¥å€«ã«ããèŠãããã»éžã³ãããã®åäž
- åºå åç·ã®æé©åã«ããå©äŸ¿æ§ã®åäž
- åºèèšåïŒãã€ã¬ãATMãªã©ïŒã®å å®
- ããªã¢ããªãŒåã®æšé²
å¿«é©ãªåºèç°å¢ãæäŸããããšã§ã顧客ã®æ»åšæéãå¢ããã賌買æ©äŒãå¢å ãããããšãæåŸ ã§ããŸãã
åºæ¬èŠçŽ | å ·äœçãªåãçµã¿äŸ |
---|---|
å©äŸ¿æ§ã®è¿œæ± | 24æé365æ¥ã®å¶æ¥ãåºè網ã®æ¡å€§ãå€æ§ãªååã»ãµãŒãã¹ã®æäŸ |
顧客ããŒãºã®ç解ãšå¯Ÿå¿ | 顧客ããŒã¿ã®åéãšåæãååã»ãµãŒãã¹ã®åæãã®æé©åãåŸæ¥å¡æè² |
åºèç°å¢ã®æé©å | æž æœã§æããåºå ç°å¢ã®ç¶æãååé³åã®å·¥å€«ãåºå åç·ã®æé©å |
ã³ã³ããã«ãããCXã®åäžã«ã¯ããããã®åºæ¬èŠçŽ ã«æ³šåããç¶ç¶çãªæ¹åãå³ãããšãäžå¯æ¬ ã§ãã顧客ç®ç·ã«ç«ã£ãåºèéå¶ãå¿ããã顧客æºè¶³åºŠãé«ããŠããããšããæ¿ãã競äºç°å¢ã®äžã§å·®å¥åãå³ãããã®éèŠãªæŠç¥ãšãªãã§ãããã
ãŸããCXã®åäžã«ã¯ãåŸæ¥å¡ã®æèæ¹é©ãæ¬ ãããŸããã顧客æºè¶³åºŠãé«ããããã«ã¯ãäžäººã²ãšãã®åŸæ¥å¡ã顧客ç®ç·ã§èããè¡åããããšãæ±ããããŸããåŸæ¥å¡æè²ã匷åããå šç€Ÿçã«CXåäžã«åãçµãäœå¶ãæŽããããšãéèŠã§ãã
ããã«ãããžã¿ã«æè¡ã®æŽ»çšãæå¹ãªæ段ãšãªããŸããäŸãã°ãPOSããŒã¿ã®åæã«ããååé³åã®æé©åãã»ã«ãã¬ãžã®å°å ¥ã«ãã決æžã®å©äŸ¿æ§åäžãã¢ãã€ã«ãªãŒããŒã·ã¹ãã ã®æ§ç¯ã«ããå©çšæ©äŒã®æ¡å€§ãªã©ãããžã¿ã«æè¡ã掻çšããããšã§ãCXã®åäžã«ã€ãªããããšãã§ããŸãã
å ããŠãç¬èªã®ãµãŒãã¹ãååã®éçºãéèŠãªåãçµã¿ãšãããŸãããã©ã€ããŒããã©ã³ãååã®æ¡å ããã³ã³ããéå®ã®ãµãŒãã¹æäŸã«ãããä»ç€Ÿãšã®å·®å¥åãå³ãããšãã§ããŸãããŸããå°åã³ãã¥ããã£ãšã®é£æºãæ·±ããããšã§ãå°åã«æ ¹ãããåºèéå¶ãå®çŸãã顧客ãšã®ä¿¡é Œé¢ä¿ãæ§ç¯ããããšãå¯èœã§ãã
ã³ã³ããæ¥çã«ãããCXã®éèŠæ§ã¯ä»åŸãŸããŸãé«ãŸã£ãŠããããšãäºæ³ãããŸããå©äŸ¿æ§ã®è¿œæ±ã顧客ããŒãºã®ç解ãšå¯Ÿå¿ãåºèç°å¢ã®æé©åãšããåºæ¬èŠçŽ ã«æ³šåãã€ã€ãããžã¿ã«æè¡ã®æŽ»çšãç¬èªãµãŒãã¹ã®éçºã«ãåãçµãããšã§ã競äºåã®ããåºèéå¶ãå®çŸããããšãã§ããã§ãããã顧客ç®ç·ã«ç«ã£ãCXã®èšèšããã³ã³ããæ¥çã®çºå±ã«å€§ããè²¢ç®ãããšæåŸ ãããŸãã
CXãåäžãããããã®æŠç¥
ã³ã³ãããšã³ã¹ã¹ãã¢ã«ãããŠã顧客æºè¶³åºŠãé«ãã競äºåã匷åããããã«ã¯ãCXãåäžãããããã®æŠç¥çãªåãçµã¿ãäžå¯æ¬ ã§ããããã§ã¯ã顧客ããŒã¿ã®æŽ»çšæ¹æ³ãåŸæ¥å¡æè²ãšãµãŒãã¹å質ã®åäžããã¯ãããžãŒã®å°å ¥ãšæŽ»çšã®3ã€ã®èŠ³ç¹ãããCXåäžã®ããã®æŠç¥ã«ã€ããŠè§£èª¬ããŸãã
顧客ããŒã¿ã®æŽ»çšæ¹æ³
CXãåäžãããããã«ã¯ã顧客ããŒãºãç確ã«ææ¡ããããã«å¿ããååã»ãµãŒãã¹ãæäŸããããšãéèŠã§ãããã®ããã«ã¯ã顧客ããŒã¿ã®åéãšåæãæ¬ ãããŸããã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- POSããŒã¿ã®åæã«ãã賌買è¡åã®ææ¡
- äŒå¡ã«ãŒããã¢ããªãéãã顧客æ å ±ã®åé
- ã¢ã³ã±ãŒããã€ã³ã¿ãã¥ãŒã«ãã顧客ã®å£°ã®åé
- SNSãã¬ãã¥ãŒãµã€ããªã©ã®å€éšããŒã¿ã®æŽ»çš
- ããŒã¿åæã«åºã¥ãååã»ãµãŒãã¹ã®æ¹å
ãããã®åãçµã¿ãéããŠã顧客äžäººã²ãšãã®ããŒãºãå奜ãç解ããããŒãœãã©ã€ãºãããååã»ãµãŒãã¹ã®æäŸã«ã€ãªããããšãã§ããŸãããŸããããŒã¿åæã®çµæãåºèéå¶ã«åæ ãããããšã§ãå¹ççãªåºèéå¶ãåšåº«ç®¡çãå¯èœã«ãªããŸãã
åŸæ¥å¡æè²ãšãµãŒãã¹å質ã®åäž
ã³ã³ããã«ãããCXã¯ãåºèã¹ã¿ãããšã®æ¥ç¹ã§å€§ããå·Šå³ãããŸããåŸæ¥å¡ã®æ¥å®¢ã¹ãã«ã察å¿åãåäžãããããšããCXåäžã®ããã®éèŠãªæŠç¥ãšãããŸãã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- æ¥å®¢ããã¥ã¢ã«ã®æŽåãšåŸ¹åº
- å®æçãªæ¥å®¢ç ä¿®ã®å®æœ
- ããŒã«ãã¬ã€ã³ã°ã«ããå®è·µçãªã¹ãã«èšç·Ž
- åªããæ¥å®¢äºäŸã®å ±æãšè¡šåœ°
- 顧客ã®å£°ãåæ ããæ¥å®¢ã®æ¹å
ãããã®åãçµã¿ãéããŠãåŸæ¥å¡äžäººã²ãšãã®æ¥å®¢ã¹ãã«ãåäžããã顧客æºè¶³åºŠã®é«ããµãŒãã¹ãæäŸããããšãã§ããŸãããŸããåŸæ¥å¡ã®ã¢ãããŒã·ã§ã³ãé«ããå®ççãäžããããšã«ãã€ãªãããŸãã
ãã¯ãããžãŒã®å°å ¥ãšæŽ»çš
è¿å¹Žãããžã¿ã«æè¡ã®é²æ©ã«ãããã³ã³ããæ¥çã«ãããCXåäžã®å¯èœæ§ãåºãã£ãŠããŸãããã¯ãããžãŒãå¹æçã«æŽ»çšããããšã§ãå©äŸ¿æ§ã®åäžãæ¥åå¹çåãå®çŸããããšãã§ããŸãã以äžã®ãããªåãçµã¿ãæ±ããããŸãã
- ã»ã«ãã¬ãžã®å°å ¥ã«ãã決æžã®å©äŸ¿æ§åäž
- ã¢ãã€ã«ãªãŒããŒã·ã¹ãã ã®æ§ç¯ã«ããå©çšæ©äŒã®æ¡å€§
- AIã掻çšããéèŠäºæž¬ãšåšåº«æé©å
- ããžã¿ã«ãµã€ããŒãžã«ããååæ å ±ã®æäŸ
- é¡èªèšŒæè¡ã掻çšãã決æžããã€ã³ã管ç
ãããã®åãçµã¿ãéããŠã顧客ã®å©äŸ¿æ§ãé«ãããšãšãã«ãåºèéå¶ã®å¹çåãå³ãããšãã§ããŸãããŸããããžã¿ã«æè¡ã掻çšããããšã§ã顧客ããŒã¿ã®åéã»åæããã容æã«ãªããããŒã±ãã£ã³ã°æŠç¥ã®é«åºŠåã«ãã€ãªãããŸãã
æŠç¥ | æåŸ ãããå¹æ |
---|---|
顧客ããŒã¿ã®æŽ»çš | 顧客ããŒãºã®ç確ãªææ¡ãããŒãœãã©ã€ãºãããååã»ãµãŒãã¹ã®æäŸ |
åŸæ¥å¡æè²ãšãµãŒãã¹å質ã®åäž | æ¥å®¢ã¹ãã«ã®åäžã顧客æºè¶³åºŠã®é«ããµãŒãã¹ã®æäŸ |
ãã¯ãããžãŒã®å°å ¥ãšæŽ»çš | å©äŸ¿æ§ã®åäžãæ¥åå¹çåãããŒã±ãã£ã³ã°æŠç¥ã®é«åºŠå |
以äžã®ããã«ãã³ã³ããæ¥çã«ãããCXåäžã®ããã«ã¯ã顧客ããŒã¿ã®æŽ»çšãåŸæ¥å¡æè²ããã¯ãããžãŒã®å°å ¥ãªã©ãå€è§çãªæŠç¥ãæ±ããããŸãããããã®æŠç¥ãå¹æçã«çµã¿åãããç¶ç¶çãªæ¹åãå³ãããšãã競äºåã®ããåºèéå¶ã«ã€ãªããã§ãããã
ãã ããCXåäžã®ããã®æŠç¥ãå®è¡ããéã«ã¯ãããã€ãã®èª²é¡ã«ã泚æãå¿ èŠã§ããäŸãã°ã顧客ããŒã¿ã®åãæ±ãã«ã€ããŠã¯ãå人æ å ±ä¿è·ã®èŠ³ç¹ããé©åãªç®¡çäœå¶ã®æ§ç¯ãäžå¯æ¬ ã§ãããŸãããã¯ãããžãŒã®å°å ¥ã«ã¯ãåææè³ãéçšã³ã¹ããããããããè²»çšå¯Ÿå¹æãååã«æ€èšããå¿ èŠããããŸãã
ããã«ãCXåäžã®ããã®åãçµã¿ã¯ãäžæäžå€ã«ã¯å®çŸã§ããŸãããç¶ç¶çãªåªåãšæ¹åãå¿ èŠã§ãããå šç€Ÿçãªæèæ¹é©ãæ¬ ãããŸããããããã®ãªãŒããŒã·ããã®ããšãçŸå Žã¹ã¿ãããŸã§äžäžžãšãªã£ãŠCXåäžã«åãçµãäœå¶ãæŽããããšãéèŠã§ãã
å ããŠãCXåäžã®ããã®æŠç¥ã¯ãåºèã®ç«å°ã顧客局ãªã©ã«å¿ããŠæè»ã«èª¿æŽããããšãæ±ããããŸããç»äžçãªåãçµã¿ã§ã¯ãªããååºèã®ç¹æ§ã«åããããã现ãããªå¯Ÿå¿ãå¿ èŠã§ãã顧客ã®å£°ã«è³ãåŸããçŸå Žã®ç¥èŠã掻ãããªãããæé©ãªæŠç¥ã暡玢ããŠããããšãèèŠã§ãããã
ã³ã³ããæ¥çã«ãããCXã®éèŠæ§ã¯ä»åŸãŸããŸãé«ãŸã£ãŠãããšäºæ³ãããŸãã顧客ããŒã¿ã®æŽ»çšãåŸæ¥å¡æè²ããã¯ãããžãŒã®å°å ¥ãªã©ãCXåäžã®ããã®å€è§çãªæŠç¥ã«åãçµãããšã§ãä»ç€Ÿãšã®å·®å¥åãå³ãã競äºåãé«ããŠããããšãã§ããã§ãããã顧客ç®ç·ã«ç«ã£ãCXã®èšèšãšç¶ç¶çãªæ¹åããã³ã³ããæ¥çã®æç¶çãªçºå±ã«å€§ããè²¢ç®ãããšæåŸ ãããŸãã
ãŸãšã
ã³ã³ããæ¥çã«ãããCXïŒã«ã¹ã¿ããŒã»ãšã¯ã¹ããªãšã³ã¹ïŒã®éèŠæ§ãé«ãŸã£ãŠããŸããCXãåäžãããããšã§ã顧客æºè¶³åºŠã®åäžããªããŒãçã®åäžã売äžå¢å ãªã©ã®ã¡ãªãããæåŸ ã§ããŸãããã®ããã«ã¯ãå©äŸ¿æ§ã®è¿œæ±ã顧客ããŒãºã®ç解ãšå¯Ÿå¿ãåºèç°å¢ã®æé©åãšãã£ãåºæ¬èŠçŽ ã«æ³šåãããšãšãã«ã顧客ããŒã¿ã®æŽ»çšãåŸæ¥å¡æè²ããã¯ãããžãŒã®å°å ¥ãªã©ãæŠç¥çãªåãçµã¿ãæ±ããããŸããCXã軞ãšããåºèéå¶ãå®çŸããããšããæ¿ãã競äºç°å¢ã®äžã§å·®å¥åãå³ãããã®éµãšãªãã§ãããã