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리더십 동향 보고서: 고객 경험

수월한 경험과 완전한 통합을 위한 2022-2025 로드맵

하루아침에 세상이 바뀐다 해도 결코 변하지 않는 것들이 있습니다. 중요한 두 가지를 든다면, 그 중 하나는 조직의 혁신이라는 중대한 과제, 다른 하나는 비즈니스와 고객의 니즈를 함께 충족해야 할 필요성이라 고 할 수 있습니다. 디지털 비대면 세계가 가속화되면서, 고객 경험도 완전히 새롭게 다듬어야 했습니다. 조직이 문제를 해결하기 위해 분투하는 동안에도 새로운 문제, 특히 세계 경제와 관련된 문제는 끊이지 않고 있습니다.

2020년 이후 세계 경제의 가동률은 90~95%에 불과합니다 . 이조차 균등하게 분포되어 있지 않아서, 몇몇 국가는 양호한 반면 몇몇 국가는 어려움을 겪고 있습니다. 고객의 구매력과 가처분 소득은 약화되었고, 조직 전반에서 일관되게 우수한 고객 서비스를 제공하고 있지만 회사 간에 차별화되는 점이 별로 없습니다. 다시 말하면, 서비스가 높은 기준을 충족하는 데 그쳐서는 안 되며 남들보다 탁월해야 하고 독보적이어야 한다는 뜻입니다.

보고서를 다운로드하여 2022년에 직면한 과제와 기회를 발견하십시오.

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