GENESYS：2024年掌握客户旅程管理实用指南报告（英文版）

Nearly half of customer experience (CX) leaders say when a customer calls, they don’t know who’s contacting them. And it’s even tougher to find out why customers contact an organization. As artificial intelligence (AI) evolves and digital channels multiply, managing your contact center systems and solutions becomes more difficult. And often, you need a lot of time and the help of analysts or technical staff to understand customer context and quantify the impact of customer experiences on busi