{"id":18627,"date":"2024-09-19T20:51:39","date_gmt":"2024-09-20T01:51:39","guid":{"rendered":"https:\/\/bolttech.io\/insight\/ky-vong-cua-khach-hang-bao-hiem-trong-nam-2023-va-hon-the-nua\/"},"modified":"2024-10-29T08:52:02","modified_gmt":"2024-10-29T13:52:02","slug":"ky-vong-cua-khach-hang-bao-hiem-trong-nam-2023-va-hon-the-nua","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/vi\/insights\/ky-vong-cua-khach-hang-bao-hiem-trong-nam-2023-va-hon-the-nua\/","title":{"rendered":"K\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m trong n\u0103m 2023 v\u00e0 h\u01a1n th\u1ebf n\u1eefa"},"content":{"rendered":"\n

\u0110\u00e3 g\u1ea7n \u0111\u1ebfn n\u0103m 2023 v\u00e0 s\u1ef1 ki\u00ean nh\u1eabn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi tr\u1ea3i nghi\u1ec7m b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 r\u01b0\u1eddm r\u00e0 \u0111\u00e3 c\u1ea1n ki\u1ec7t.<\/p>\n\n

Tr\u1ea3i nghi\u1ec7m h\u00e0ng ng\u00e0y c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c giao d\u1ecbch v\u00e0 doanh nghi\u1ec7p tr\u1ef1c tuy\u1ebfn kh\u00e1c hi\u1ec7n th\u00fac \u0111\u1ea9y k\u1ef3 v\u1ecdng t\u1ed1i thi\u1ec3u c\u1ee7a h\u1ecd v\u1ec1 ph\u00e2n ph\u1ed1i b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn. H\u1ecd kh\u00f4ng c\u00f2n s\u1eb5n s\u00e0ng l\u1ed9i qua nhi\u1ec1u h\u00ecnh th\u1ee9c, thu th\u1eadp c\u00e1c m\u1ea9u th\u00f4ng tin \u1edf \u0111\u00e2y v\u00e0 \u1edf \u0111\u00f3, v\u00e0 sau \u0111\u00f3 t\u1eeb b\u1ecf m\u00e0n h\u00ecnh \u0111\u1ec3 c\u00f3 \u0111\u01b0\u1ee3c m\u1ed9t b\u00e1o gi\u00e1 ho\u1eb7c \u0111\u01b0a tin \u0111\u1ecba \u0111i\u1ec3m.<\/p>\n\n

Kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m ng\u00e0y nay mong \u0111\u1ee3i tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn hi\u1ec7n \u0111\u1ea1i ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a h\u1ecd. H\u1ecd mong \u0111\u1ee3i d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a. Khi h\u1ecd c\u00f3 c\u00e2u h\u1ecfi, h\u1ecd mong mu\u1ed1n ti\u1ebfp c\u1eadn m\u1ed9t con ng\u01b0\u1eddi hi\u1ec3u bi\u1ebft ngay l\u1eadp t\u1ee9c – m\u1ed9t ng\u01b0\u1eddi \u0111\u00e3 quen thu\u1ed9c v\u1edbi h\u00e0nh tr\u00ecnh k\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a h\u1ecd.<\/p>\n\n

C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u00e1p \u1ee9ng nh\u1eefng k\u1ef3 v\u1ecdng n\u00e0y c\u00f3 th\u1ec3 x\u00e2y d\u1ef1ng m\u1ed9t c\u01a1 s\u1edf kh\u00e1ch h\u00e0ng m\u1ea1nh m\u1ebd h\u01a1n, trung th\u00e0nh h\u01a1n. Nh\u1eefng ng\u01b0\u1eddi th\u1ea5t b\u1ea1i c\u00f3 th\u1ec3 mong \u0111\u1ee3i kh\u00e1ch h\u00e0ng t\u00ecm n\u01a1i kh\u00e1c.<\/p>\n\n

Tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn hi\u1ec7n \u0111\u1ea1i<\/h2>\n\n

\u0110\u1ea1i d\u1ecbch g\u1ea7n \u0111\u00e2y \u0111\u00e3 thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m tr\u1ef1c tuy\u1ebfn c\u1ee7a kh\u00e1ch h\u00e0ng. Thay \u0111\u1ed5i tr\u1ea3i nghi\u1ec7m d\u1eabn \u0111\u1ebfn thay \u0111\u1ed5i k\u1ef3 v\u1ecdng v\u1ec1 c\u00e1c giao d\u1ecbch tr\u1ef1c tuy\u1ebfn trong t\u01b0\u01a1ng lai, bao g\u1ed3m c\u1ea3 vi\u1ec7c mua b\u1ea3o hi\u1ec3m.<\/p>\n\n

“V\u1edbi COVID-19 khi\u1ebfn m\u1ed9t b\u1ed9 ph\u1eadn l\u1edbn d\u00e2n s\u1ed1 ti\u1ebfp x\u00fac v\u1edbi ni\u1ec1m vui c\u1ee7a c\u00e1c d\u1ecbch v\u1ee5 tr\u1ef1c tuy\u1ebfn xu\u1ea5t s\u1eafc nh\u01b0 Amazon v\u00e0 Apple, ng\u01b0\u1eddi ti\u00eau d\u00f9ng gi\u1edd \u0111\u00e2y mong \u0111\u1ee3i m\u1ecdi c\u00f4ng ty v\u00e0 m\u1ecdi ng\u00e0nh c\u00f4ng nghi\u1ec7p \u0111\u1ec1u cung c\u1ea5p c\u00f9ng m\u1ed9t m\u1ee9c \u0111\u1ed9 d\u1ecbch v\u1ee5 chuy\u00ean nghi\u1ec7p n\u00e0y… l\u00e0m t\u0103ng k\u1ef3 v\u1ecdng \u0111\u1ed1i v\u1edbi b\u1ea3o hi\u1ec3m c\u00e1 nh\u00e2n”, nh\u00e0 t\u01b0\u01a1ng lai h\u1ecdc Jim Carroll<\/a> n\u00f3i.<\/p>\n\n

Khi tr\u1ea3i nghi\u1ec7m k\u1ef9 thu\u1eadt s\u1ed1 l\u00e0 m\u1ed9t tr\u1ea3i nghi\u1ec7m t\u1ed1t, kh\u00e1ch h\u00e0ng nhanh ch\u00f3ng th\u00edch n\u00f3. M\u1ed9t nghi\u00ean c\u1ee9u<\/a> cho th\u1ea5y 55% kh\u00e1ch h\u00e0ng th\u00edch c\u00e1c k\u00eanh k\u1ef9 thu\u1eadt s\u1ed1 h\u01a1n c\u00e1c k\u00eanh truy\u1ec1n th\u1ed1ng, nh\u01b0 c\u00e1c t\u00f9y ch\u1ecdn mua s\u1eafm qua \u0111i\u1ec7n tho\u1ea1i ho\u1eb7c tr\u1ef1c ti\u1ebfp. Trong s\u1ed1 nh\u1eefng ng\u01b0\u1eddi mua s\u1eafm tr\u1ebb tu\u1ed5i, con s\u1ed1 n\u00e0y t\u0103ng l\u00ean 68%. B\u1ed1n m\u01b0\u01a1i ph\u1ea7n tr\u0103m kh\u00e1ch h\u00e0ng s\u1ebd mua s\u1eafm \u1edf n\u01a1i kh\u00e1c n\u1ebfu m\u1ed9t c\u00f4ng ty kh\u00f4ng cung c\u1ea5p ph\u01b0\u01a1ng ph\u00e1p kinh doanh \u01b0a th\u00edch c\u1ee7a h\u1ecd.<\/p>\n\n

“Trong th\u1ecb tr\u01b0\u1eddng b\u1ea3o hi\u1ec3m ng\u00e0y nay, ch\u1ec9 cung c\u1ea5p c\u00e1c s\u1ea3n ph\u1ea9m v\u00e0 d\u1ecbch v\u1ee5 ch\u1ea5t l\u01b0\u1ee3ng cao l\u00e0 kh\u00f4ng \u0111\u1ee7. Gi\u1edd \u0111\u00e2y, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u1ea7n cung c\u1ea5p tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng k\u1ef9 thu\u1eadt s\u1ed1 t\u00edch c\u1ef1c” c\u1ea1nh tranh v\u1edbi c\u00e1c trang web m\u00e0 h\u1ea7u h\u1ebft kh\u00e1ch h\u00e0ng truy c\u1eadp h\u00e0ng ng\u00e0y, nh\u01b0 ph\u01b0\u01a1ng ti\u1ec7n truy\u1ec1n th\u00f4ng x\u00e3 h\u1ed9i, Kristina Leach<\/a>, gi\u00e1m \u0111\u1ed1c ti\u1ebfp th\u1ecb ng\u00e0nh v\u00e0 d\u1ecbch v\u1ee5 t\u00e0i ch\u00ednh t\u1ea1i c\u00f4ng ty thi\u1ebft k\u1ebf s\u1ea3n ph\u1ea9m li\u00ean t\u1ee5c Quantum Metric vi\u1ebft.<\/p>\n\n

C\u00e1c trang web nh\u01b0 Amazon v\u00e0 Facebook \u0111\u00e3 \u0111\u1eb7t ra ti\u00eau chu\u1ea9n cho k\u1ef3 v\u1ecdng c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 tr\u1ea3i nghi\u1ec7m mua s\u1eafm tr\u1ef1c tuy\u1ebfn. T\u00f9y thu\u1ed9c v\u00e0o t\u1ea5t c\u1ea3 nh\u1eefng ng\u01b0\u1eddi kh\u00e1c – bao g\u1ed3m c\u1ea3 c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m – \u0111\u1ec3 \u0111\u00e1p \u1ee9ng ho\u1eb7c v\u01b0\u1ee3t qu\u00e1 ti\u00eau chu\u1ea9n \u0111\u00f3.<\/p>\n\n

Kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m t\u00ecm ki\u1ebfm d\u1ecbch v\u1ee5 \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a lu\u00f4n c\u00f3 nh\u1eefng l\u1ef1a ch\u1ecdn nh\u1ea5t \u0111\u1ecbnh. V\u00ed d\u1ee5, c\u00e1c \u0111\u1ea1i l\u00fd v\u00e0 nh\u00e0 m\u00f4i gi\u1edbi b\u1ea3o hi\u1ec3m th\u01b0\u1eddng h\u00ecnh th\u00e0nh m\u1ed1i quan h\u1ec7 l\u00e2u d\u00e0i v\u1edbi kh\u00e1ch h\u00e0ng cho ph\u00e9p h\u1ecd \u0111\u01b0a ra c\u00e1c khuy\u1ebfn ngh\u1ecb ph\u00f9 h\u1ee3p. C\u00f4ng ngh\u1ec7 \u0111\u1ea9y nhanh qu\u00e1 tr\u00ecnh: Ng\u00e0y nay, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u \u0111\u1ec3 cung c\u1ea5p b\u1ea3o hi\u1ec3m ph\u00f9 h\u1ee3p v\u1edbi nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n\n

\"\"<\/figure>\n\n

D\u1ecbch v\u1ee5 v\u00e0 \u0111\u1ec1 xu\u1ea5t si\u00eau c\u00e1 nh\u00e2n h\u00f3a<\/h2>\n\n

Khi c\u00e1c c\u00f4ng ty tr\u1ef1c tuy\u1ebfn khai th\u00e1c d\u1eef li\u1ec7u \u0111\u1ec3 \u0111\u01b0a ra c\u00e1c \u0111\u1ec1 xu\u1ea5t \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a cho kh\u00e1ch h\u00e0ng tr\u1ef1c tuy\u1ebfn, kh\u00e1ch h\u00e0ng \u0111\u00e3 mong \u0111\u1ee3i c\u00e1c k\u1ebft n\u1ed1i tr\u1ef1c tuy\u1ebfn – bao g\u1ed3m c\u1ea3 v\u1edbi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m.<\/p>\n\n

Kh\u00e1ch h\u00e0ng mong \u0111\u1ee3i lo\u1ea1i d\u1ecbch v\u1ee5 v\u00e0 \u0111\u1ec1 xu\u1ea5t \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a n\u00e0o? M\u1ed9t v\u00ed d\u1ee5 l\u00e0 b\u1ea3o hi\u1ec3m gi\u1ea3i quy\u1ebft c\u00e1c nhu c\u1ea7u li\u00ean quan ch\u1eb7t ch\u1ebd. Ch\u1eb3ng h\u1ea1n, 79% ch\u1ee7 s\u1edf h\u1eefu th\u00fa c\u01b0ng m\u1edbi v\u00e0o n\u0103m 2020, nh\u1eefng ng\u01b0\u1eddi sau \u0111\u00f3 \u0111\u00e3 mua nh\u00e0 \u1edf m\u1edbi kh\u0103ng kh\u0103ng t\u00ecm m\u1ed9t n\u01a1i \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a th\u00fa c\u01b0ng c\u0169ng nh\u01b0 c\u1ee7a ch\u00ednh h\u1ecd, theo kh\u1ea3o s\u00e1t<\/a> c\u1ee7a Hi\u1ec7p h\u1ed9i S\u1ea3n ph\u1ea9m V\u1eadt nu\u00f4i Hoa K\u1ef3. Nh\u01b0 PwC l\u01b0u \u00fd, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m bi\u1ebft r\u1eb1ng kh\u00e1ch h\u00e0ng c\u00f3 th\u00fa c\u01b0ng c\u00f3 th\u1ec3 cung c\u1ea5p c\u00e1c d\u1ecbch v\u1ee5 v\u00e0 khuy\u1ebfn ngh\u1ecb \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a khi n\u00f3i \u0111\u1ebfn b\u1ea3o hi\u1ec3m c\u1ee7a ch\u1ee7 nh\u00e0 v\u00e0 c\u00e1c lo\u1ea1i b\u1ea3o hi\u1ec3m kh\u00e1c.<\/p>\n\n

Kh\u00e1ch h\u00e0ng c\u0169ng \u01b0u ti\u00ean c\u00e1c khuy\u1ebfn ngh\u1ecb li\u00ean quan \u0111\u1ebfn s\u1ee9c kh\u1ecfe v\u00e0 an to\u00e0n, do \u0111\u1ea1i d\u1ecbch t\u1eadp trung v\u00e0o nh\u1eefng nhu c\u1ea7u n\u00e0y. Kh\u00e1ch h\u00e0ng d\u01b0\u1edbi 35 tu\u1ed5i \u0111\u1eb7c bi\u1ec7t quan t\u00e2m \u0111\u1ebfn c\u00e1c khuy\u1ebfn ngh\u1ecb \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a nh\u1eb1m t\u0103ng c\u01b0\u1eddng s\u1ef1 an to\u00e0n, s\u1ee9c kh\u1ecfe v\u00e0 h\u1ea1nh ph\u00fac c\u1ee7a h\u1ecd, Kenneth Saldanha<\/a>, gi\u00e1m \u0111\u1ed1c \u0111i\u1ec1u h\u00e0nh c\u1ea5p cao v\u00e0 l\u00e3nh \u0111\u1ea1o b\u1ea3o hi\u1ec3m to\u00e0n c\u1ea7u t\u1ea1i Accenture cho bi\u1ebft.<\/p>\n\n

M\u1eb7c d\u00f9 \u0111\u1ea1i d\u1ecbch kh\u00f4ng c\u00f2n g\u00e2y ra n\u1ed7i s\u1ee3 h\u00e3i v\u00e0 b\u1ea5t \u1ed5n nh\u01b0 n\u0103m 2020, nh\u01b0ng c\u00e1c th\u1ea3m h\u1ecda v\u00e0 s\u1ef1 ki\u1ec7n thi\u00ean nhi\u00ean kh\u00e1c \u0111\u00e3 khi\u1ebfn kh\u00e1ch h\u00e0ng t\u1eadp trung v\u00e0o an to\u00e0n v\u00e0 s\u1ee9c kh\u1ecfe. V\u00ed d\u1ee5, m\u1ed9t s\u1ed1 l\u01b0\u1ee3ng l\u1edbn c\u00e1c s\u1ef1 ki\u1ec7n th\u1eddi ti\u1ebft kh\u1eafc nghi\u1ec7t v\u00e0o n\u0103m 2021 \u0111\u00e3 l\u00e0m d\u1ea5y l\u00ean lo ng\u1ea1i v\u1ec1 s\u1ef1 an to\u00e0n trong m\u1ed9t t\u01b0\u01a1ng lai n\u01a1i bi\u1ebfn \u0111\u1ed5i kh\u00ed h\u1eadu c\u00f3 th\u1ec3 khi\u1ebfn th\u1eddi ti\u1ebft nh\u01b0 v\u1eady c\u00f3 nhi\u1ec1u kh\u1ea3 n\u0103ng x\u1ea3y ra h\u01a1n, Ernst Rauch<\/a>, nh\u00e0 khoa h\u1ecdc \u0111\u1ecba l\u00fd v\u00e0 kh\u00ed h\u1eadu t\u1ea1i Munich Re, cho bi\u1ebft.<\/p>\n\n

Tr\u01b0\u1edbc \u0111\u00e2y, kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m ch\u1ec9 xem b\u1ea3o hi\u1ec3m l\u00e0 m\u1ed9t c\u00f4ng c\u1ee5 t\u00e0i ch\u00ednh \u0111\u1ec3 b\u1ea3o v\u1ec7 t\u00e0i s\u1ea3n c\u1ee7a h\u1ecd ho\u1eb7c b\u1ea3o v\u1ec7 ch\u1ed1ng l\u1ea1i tr\u00e1ch nhi\u1ec7m ph\u00e1p l\u00fd. N\u1ebfu m\u1ed9t c\u01a1n b\u00e3o ph\u00e1 h\u1ee7y ng\u00f4i nh\u00e0 c\u1ee7a h\u1ecd, b\u1ea3o hi\u1ec3m \u0111\u00e3 gi\u00fap h\u1ecd x\u00e2y d\u1ef1ng l\u1ea1i; N\u1ebfu m\u1ed9t du kh\u00e1ch tr\u01b0\u1ee3t ch\u00e2n v\u00e0 ng\u00e3, b\u1ea3o hi\u1ec3m b\u1ea3o v\u1ec7 h\u1ecd kh\u1ecfi chi ph\u00ed c\u1ee7a m\u1ed9t v\u1ee5 ki\u1ec7n. Tuy nhi\u00ean, khi quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng v\u1ec1 th\u1ebf gi\u1edbi \u0111\u00e3 thay \u0111\u1ed5i, c\u00e1ch ti\u1ebfp c\u1eadn c\u1ee7a h\u1ecd \u0111\u1ed1i v\u1edbi b\u1ea3o hi\u1ec3m c\u0169ng v\u1eady.<\/p>\n\n

“Ng\u00e0y nay, ng\u01b0\u1eddi ti\u00eau d\u00f9ng \u0111\u00e3 tr\u1edf n\u00ean to\u00e0n di\u1ec7n h\u01a1n r\u1ea5t nhi\u1ec1u v\u00e0 xem x\u00e9t c\u00e1c l\u1ee3i \u00edch kh\u00e1c c\u1ee7a b\u1ea3o hi\u1ec3m ngo\u00e0i vi\u1ec7c n\u00f3 l\u00e0 m\u1ed9t m\u1ea1ng l\u01b0\u1edbi an to\u00e0n”, Nimish Aggarwal<\/a>, ph\u00f3 ch\u1ee7 t\u1ecbch c\u1ea5p cao v\u00e0 ng\u01b0\u1eddi \u0111\u1ee9ng \u0111\u1ea7u ti\u1ebfp th\u1ecb t\u1ea1i B\u1ea3o hi\u1ec3m Y t\u1ebf Niva Bupa cho bi\u1ebft. Kh\u00e1ch h\u00e0ng mu\u1ed1n b\u1ea3o hi\u1ec3m gi\u1ea3i quy\u1ebft cu\u1ed9c s\u1ed1ng c\u1ee7a h\u1ecd m\u1ed9t c\u00e1ch to\u00e0n di\u1ec7n h\u01a1n v\u00e0 h\u1ecd mong \u0111\u1ee3i c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m s\u1eed d\u1ee5ng d\u1eef li\u1ec7u c\u1ee7a h\u1ecd \u0111\u1ec3 cung c\u1ea5p h\u1ed7 tr\u1ee3 \u0111\u00f3.<\/p>\n\n

Kh\u00e1ch h\u00e0ng \u0111\u00e3 tr\u1ea3i nghi\u1ec7m nh\u1eefng l\u1ee3i \u00edch c\u1ee7a d\u1ecbch v\u1ee5 si\u00eau c\u00e1 nh\u00e2n h\u00f3a, theo h\u01b0\u1edbng d\u1eef li\u1ec7u v\u00ec c\u00e1c c\u00f4ng c\u1ee5 t\u1ed3n t\u1ea1i \u0111\u1ec3 cung c\u1ea5p d\u1ecbch v\u1ee5 n\u00e0y. C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m \u0111\u01b0\u1ee3c h\u01b0\u1edfng l\u1ee3i t\u1eeb kh\u1ea3 n\u0103ng khai th\u00e1c c\u00e1c c\u00f4ng c\u1ee5 hi\u1ec7n c\u00f3 n\u00e0y – v\u00e0 h\u1ecd ph\u1ea3i \u0111\u1ed1i m\u1eb7t v\u1edbi th\u00e1ch th\u1ee9c ng\u00e0y c\u00e0ng t\u0103ng \u00e1p l\u1ef1c \u0111\u1ec3 l\u00e0m nh\u01b0 v\u1eady.<\/p>\n\n

“Ch\u00fang ta hi\u1ec7n \u0111ang \u1edf th\u1eddi \u0111i\u1ec3m m\u00e0 l\u1ee3i th\u1ebf c\u1ea1nh tranh s\u1ebd xu\u1ea5t ph\u00e1t t\u1eeb kh\u1ea3 n\u0103ng n\u1eafm b\u1eaft, ph\u00e2n t\u00edch v\u00e0 s\u1eed d\u1ee5ng d\u1eef li\u1ec7u kh\u00e1ch h\u00e0ng \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a \u1edf quy m\u00f4 l\u1edbn v\u00e0 t\u1eeb vi\u1ec7c s\u1eed d\u1ee5ng AI \u0111\u1ec3 hi\u1ec3u, \u0111\u1ecbnh h\u00ecnh, t\u00f9y ch\u1ec9nh v\u00e0 t\u1ed1i \u01b0u h\u00f3a h\u00e0nh tr\u00ecnh c\u1ee7a kh\u00e1ch h\u00e0ng”, David C. Edelman v\u00e0 Mark Abraham<\/a> vi\u1ebft trong Harvard Business Review. \u0110\u1ec3 \u0111\u01b0a c\u00e1c c\u00f4ng c\u1ee5 n\u00e0y v\u00e0o ho\u1ea1t \u0111\u1ed9ng, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m s\u1ebd c\u1ea7n k\u1ebft h\u1ee3p ki\u1ebfn th\u1ee9c k\u1ef9 thu\u1eadt s\u1ed1 c\u1ee7a h\u1ecd v\u00e0 quan \u0111i\u1ec3m c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0o m\u1ecdi kh\u00eda c\u1ea1nh c\u1ee7a ph\u00e2n ph\u1ed1i.<\/p>\n\n

\"\"<\/figure>\n\n

Chuy\u1ec3n \u0111\u1ed5i li\u1ec1n m\u1ea1ch t\u1eeb m\u00e1y t\u00ednh sang \u0111\u1ea1i l\u00fd<\/h2>\n\n

Cung c\u1ea5p s\u1ef1 chuy\u1ec3n \u0111\u1ed5i li\u1ec1n m\u1ea1ch t\u1eeb c\u00f4ng ngh\u1ec7 sang \u0111\u1ea1i l\u00fd l\u00e0 ch\u00eca kh\u00f3a cho s\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a ng\u00e0nh b\u1ea3o hi\u1ec3m trong v\u00e0i n\u0103m t\u1edbi, Gary Shaw<\/a> c\u1ee7a Deloitte n\u00f3i. Khi c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m h\u1ee3p l\u00fd h\u00f3a c\u00e1c quy tr\u00ecnh c\u00f4ng ngh\u1ec7 v\u1edbi t\u1ef1 \u0111\u1ed9ng h\u00f3a v\u00e0 c\u1ea3i thi\u1ec7n vi\u1ec7c chuy\u1ec3n giao c\u00f4ng ngh\u1ec7-con ng\u01b0\u1eddi, h\u1ecd c\u1ea3i thi\u1ec7n tr\u1ea3i nghi\u1ec7m c\u1ee7a kh\u00e1ch h\u00e0ng \u0111\u1ed3ng th\u1eddi l\u00e0m cho c\u00e1c quy tr\u00ecnh ph\u1ee5 tr\u1ee3 c\u1ee7a ri\u00eang h\u1ecd hi\u1ec7u qu\u1ea3 h\u01a1n.<\/p>\n\n

Chuy\u1ec3n \u0111\u1ed5i li\u1ec1n m\u1ea1ch c\u0169ng r\u1ea5t quan tr\u1ecdng v\u00ec kh\u00f4ng ph\u1ea3i m\u1ecdi kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m s\u1ebd b\u1eaft \u0111\u1ea7u ho\u1eb7c theo \u0111u\u1ed5i h\u00e0nh tr\u00ecnh b\u1ea3o hi\u1ec3m tr\u1ef1c tuy\u1ebfn c\u1ee7a h\u1ecd. Nhi\u1ec1u ng\u01b0\u1eddi v\u1eabn ch\u1ecdn g\u1ecdi \u0111i\u1ec7n ho\u1eb7c g\u1eb7p tr\u1ef1c ti\u1ebfp \u0111\u1ea1i l\u00fd thay v\u00ec s\u1eed d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1, Robert M. Lajdziak<\/a>, gi\u00e1m \u0111\u1ed1c t\u00ecnh b\u00e1o b\u1ea3o hi\u1ec3m t\u1ea1i J.D. Power cho bi\u1ebft. C\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m c\u00f3 th\u1ec3 gi\u1eef ch\u00e2n nh\u1eefng kh\u00e1ch h\u00e0ng n\u00e0y b\u1eb1ng c\u00e1ch cung c\u1ea5p cho nh\u00e2n vi\u00ean v\u00e0 \u0111\u1ea1i l\u00fd ti\u1ebfp x\u00fac tr\u1ef1c ti\u1ebfp v\u1edbi kh\u00e1ch h\u00e0ng c\u1ee7a h\u1ecd c\u00e1c c\u00f4ng c\u1ee5 h\u1ed7 tr\u1ee3 AI gi\u00fap h\u1ee3p l\u00fd h\u00f3a c\u00f4ng vi\u1ec7c c\u1ee7a h\u1ecd, v\u00ec v\u1eady m\u1ed7i b\u00ean trong cu\u1ed9c h\u1ecdp tr\u1ef1c ti\u1ebfp ho\u1eb7c cu\u1ed9c tr\u00f2 chuy\u1ec7n qua \u0111i\u1ec7n tho\u1ea1i c\u00f3 th\u1ec3 t\u1eadp trung v\u00e0o y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi.<\/p>\n\n

Quan h\u1ec7 \u0111\u1ed1i t\u00e1c gi\u1eefa \u0111\u1ea1i l\u00fd m\u00e1y t\u00ednh v\u00e0 \u0111\u1ea1i l\u00fd gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m b\u1ea3o l\u00e3nh b\u1ea3o hi\u1ec3m hi\u1ec7u qu\u1ea3 h\u01a1n, m\u1ed9t t\u00ednh n\u0103ng \u0111\u1eb7c bi\u1ec7t quan tr\u1ecdng trong th\u1eddi \u0111\u1ea1i bi\u1ebfn \u0111\u1ed9ng t\u1ef7 gi\u00e1 kh\u00f4ng th\u1ec3 \u0111o\u00e1n tr\u01b0\u1edbc.<\/p>\n\n

“Th\u1ecb tr\u01b0\u1eddng b\u1ea3o hi\u1ec3m m\u1edbi \u0111\u01b0\u1ee3c c\u1ee7ng c\u1ed1 b\u1edfi c\u00e1c ph\u00e2n t\u00edch r\u1ee7i ro”, Jon Drummond<\/a>, ng\u01b0\u1eddi \u0111\u1ee9ng \u0111\u1ea7u b\u1ed9 ph\u1eadn m\u00f4i gi\u1edbi B\u1eafc M\u1ef9 t\u1ea1i Willis Towers Watson vi\u1ebft. Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o v\u00e0 ph\u00e2n t\u00edch d\u1eef li\u1ec7u ti\u00ean ti\u1ebfn c\u00f3 th\u1ec3 gi\u00fap c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m ph\u00e2n t\u00edch r\u1ee7i ro hi\u1ec7u qu\u1ea3 h\u01a1n. K\u1ebft qu\u1ea3: M\u1ed9t th\u1ebf gi\u1edbi n\u01a1i kh\u00e1ch h\u00e0ng b\u1ea3o hi\u1ec3m kh\u00f4ng ch\u1ec9 nh\u1eadn \u0111\u01b0\u1ee3c c\u00e1c s\u1ea3n ph\u1ea9m b\u1ea3o hi\u1ec3m \u0111\u00e1p \u1ee9ng nhu c\u1ea7u c\u1ee7a h\u1ecd, m\u00e0 c\u00f2n b\u1ea3o hi\u1ec3m \u0111\u01b0\u1ee3c b\u1ea3o l\u00e3nh v\u1edbi h\u1ed3 s\u01a1 r\u1ee7i ro duy nh\u1ea5t c\u1ee7a h\u1ecd.<\/p>\n\n

Khi AI cho ph\u00e9p ph\u00e2n t\u00edch d\u1eef li\u1ec7u t\u1ed1t h\u01a1n bao gi\u1edd h\u1ebft, b\u1ea3o l\u00e3nh ph\u00e1t h\u00e0nh \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a c\u00f3 th\u1ec3 tr\u1edf th\u00e0nh m\u1ed9t l\u1ef1a ch\u1ecdn trong th\u1eddi gian th\u1ef1c. Kh\u00e1ch h\u00e0ng s\u1ebd c\u00f3 th\u1ec3 chuy\u1ec3n t\u1eeb k\u00eanh tr\u1ef1c tuy\u1ebfn sang tr\u1ef1c ti\u1ebfp, an to\u00e0n khi bi\u1ebft r\u1eb1ng nh\u00e2n vi\u00ean d\u1ecbch v\u1ee5 kh\u00e1ch h\u00e0ng, \u0111\u1ea1i l\u00fd v\u00e0 nh\u00e0 m\u00f4i gi\u1edbi c\u00f3 quy\u1ec1n truy c\u1eadp v\u00e0o th\u00f4ng tin c\u1ee5 th\u1ec3 c\u1ee7a h\u1ecd v\u00e0 \u0111ang cung c\u1ea5p ph\u1ea1m vi b\u1ea3o hi\u1ec3m \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a c\u0169ng nh\u01b0 c\u00e1c \u0111\u1ec1 xu\u1ea5t \u0111\u01b0\u1ee3c c\u00e1 nh\u00e2n h\u00f3a.<\/p>\n\n

Khi ch\u00fang ta b\u01b0\u1edbc v\u00e0o n\u0103m 2023, s\u1ef1 ph\u1ee5 thu\u1ed9c c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0o c\u00e1c giao d\u1ecbch b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng gi\u1ea3m – v\u00e0 k\u1ef3 v\u1ecdng c\u1ee7a h\u1ecd s\u1ebd g\u00e2y th\u00eam \u00e1p l\u1ef1c cho c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m. May m\u1eafn thay, c\u00e1c c\u00f4ng ty b\u1ea3o hi\u1ec3m, \u0111\u1ea1i l\u00fd v\u00e0 nh\u00e0 m\u00f4i gi\u1edbi \u00e1p d\u1ee5ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 n\u1ec1n t\u1ea3ng k\u1ef9 thu\u1eadt s\u1ed1 \u0111\u1ec3 \u0111\u00e1p \u1ee9ng k\u1ef3 v\u1ecdng v\u00e0 nhu c\u1ea7u c\u1ee7a kh\u00e1ch h\u00e0ng c\u0169ng c\u00f3 c\u01a1 h\u1ed9i \u0111\u00e1p \u1ee9ng c\u00e1c m\u1ee5c ti\u00eau kinh doanh c\u1ee7a ri\u00eang h\u1ecd.<\/p>\n\n

H\u00ecnh \u1ea3nh b\u1edfi: scyther5\/\u00a9123RF.com, rido\/\u00a9123RF.com, stockbroker\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"

\u0110\u00e3 g\u1ea7n \u0111\u1ebfn n\u0103m 2023 v\u00e0 s\u1ef1 ki\u00ean nh\u1eabn c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi tr\u1ea3i nghi\u1ec7m b\u1ea3o hi\u1ec3m k\u1ef9 thu\u1eadt s\u1ed1 r\u01b0\u1eddm r\u00e0 \u0111\u00e3 c\u1ea1n ki\u1ec7t. Tr\u1ea3i nghi\u1ec7m h\u00e0ng ng\u00e0y c\u1ee7a kh\u00e1ch h\u00e0ng v\u1edbi c\u00e1c giao d\u1ecbch v\u00e0 doanh nghi\u1ec7p tr\u1ef1c tuy\u1ebfn kh\u00e1c hi\u1ec7n th\u00fac \u0111\u1ea9y k\u1ef3 v\u1ecdng t\u1ed1i thi\u1ec3u c\u1ee7a h\u1ecd v\u1ec1 ph\u00e2n ph\u1ed1i b\u1ea3o […]<\/p>\n","protected":false},"featured_media":11703,"template":"","insight-category":[],"class_list":["post-18627","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight\/18627","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media\/11703"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/media?parent=18627"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/vi\/wp-json\/wp\/v2\/insight-category?post=18627"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}