{"id":19299,"date":"2024-09-20T09:17:30","date_gmt":"2024-09-20T14:17:30","guid":{"rendered":"https:\/\/bolttech.io\/insight\/%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e5%92%8c%e5%a2%9e%e5%8a%a0%e6%94%b6%e5%85%a5%e7%9a%84%e5%85%b3%e9%94%ae\/"},"modified":"2024-09-20T09:17:35","modified_gmt":"2024-09-20T14:17:35","slug":"%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e5%92%8c%e5%a2%9e%e5%8a%a0%e6%94%b6%e5%85%a5%e7%9a%84%e5%85%b3%e9%94%ae","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/zh-hans\/insights\/%e6%94%b9%e5%96%84%e5%ae%a2%e6%88%b7%e4%bd%93%e9%aa%8c%e5%92%8c%e5%a2%9e%e5%8a%a0%e6%94%b6%e5%85%a5%e7%9a%84%e5%85%b3%e9%94%ae\/","title":{"rendered":"\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u548c\u589e\u52a0\u6536\u5165\u7684\u5173\u952e"},"content":{"rendered":"\n<p><strong>Jim Dwane\uff0cbolt<\/strong> <strong>\u9996\u5e2d\u8425\u6536\u5b98<\/strong><\/p>\n\n<p>\u51fa\u8272\u7684\u5ba2\u6237\u4f53\u9a8c\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6237\u4fdd\u7559\u7387\uff0c\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u5e76\u6700\u7ec8\u63a8\u52a8\u6536\u5165\u589e\u957f\u3002\n\u8fd9\u662f\u6570\u5b57\u4f01\u4e1a\u6559\u7ed9\u6211\u4eec\u7684\u57fa\u672c\u6559\u8bad\u3002 <\/p>\n\n<p>\u5728\u5927\u591a\u6570\u884c\u4e1a\u4e2d\uff0c\u4f01\u4e1a\u5df2\u7ecf\u5f00\u59cb\u4ee5\u5ba2\u6237\u4f53\u9a8c\u4e3a\u5bfc\u5411\u6765\u5236\u5b9a\u6d41\u7a0b\u3002\n\u56e0\u6b64\uff0c\u5ba2\u6237\u5df2\u7ecf\u4e60\u60ef\u4e8e\u6210\u4e3a\u4e1a\u52a1\u6218\u7565\u7684\u4e2d\u5fc3\u3002 <\/p>\n\n<p>\u5bf9\u4e8e\u4fdd\u9669\u516c\u53f8\u6765\u8bf4\uff0c\u521b\u9020\u65e0\u7f1d\u7684\u5ba2\u6237\u4f53\u9a8c\u610f\u5473\u7740\u6d88\u9664\u4e70\u5bb6\u65c5\u7a0b\u4e2d\u7684\u6469\u64e6\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u5ba2\u6237\u671f\u671b\u7684\u6f14\u53d8<\/h2>\n\n<p>\u5bf9\u4e8e\u4efb\u4f55\u5728\u7f51\u4e0a\u8d2d\u7269\u7684\u4eba\u6765\u8bf4\uff0c\u7b28\u62d9\u7684\u8d2d\u7269\u4f53\u9a8c\u90fd\u4f1a\u8ba9\u4ed6\u4eec\u671b\u800c\u5374\u6b65\u3002\n\u8fd9\u9002\u7528\u4e8e\u4ece\u8d2d\u4e70\u6d88\u8d39\u54c1\u5230\u6d4f\u89c8\u623f\u4e3b\u4fdd\u9669\u4ea7\u54c1\u7684\u6240\u6709\u5185\u5bb9\u3002 <\/p>\n\n<p>[insurance]\u201c\u5ba2\u6237\u5df2\u7ecf\u53d1\u751f\u4e86\u53d8\u5316\uff0c\u5176\u4e2d\u5f88\u5927\u4e00\u90e8\u5206\u662f\u901a\u8fc7\u4ed6\u4eec\u4e0e\u4fdd\u9669\u884c\u4e1a\u4ee5\u5916\u7684\u5176\u4ed6\u670d\u52a1\u63d0\u4f9b\u5546\u4e92\u52a8\u800c\u8bde\u751f\u7684\uff0c\u201dForrester \u9ad8\u7ea7\u5206\u6790\u5e08 <a href=\"https:\/\/www.insurancebusinessmag.com\/asia\/news\/breaking-news\/insurance-firms-face-mounting-pressure-to-improve-the-customer-experience-245212.aspx\" target=\"_blank\" rel=\"noreferrer noopener\">Jeffery Williams<\/a> \u8bf4\u3002<\/p>\n\n<p>\u5176\u4ed6\u670d\u52a1\u63d0\u4f9b\u5546\u5728\u505a\u4ec0\u4e48\uff1f\n\u6d88\u9664\u5ba2\u6237\u4f53\u9a8c\u4e2d\u7684\u6469\u64e6\u3002 <\/p>\n\n<p>\u8fd9\u79cd\u6f14\u53d8\u8feb\u4f7f\u4fdd\u9669\u4e1a\u53d1\u751f\u8303\u5f0f\u8f6c\u53d8\u3002\n\u201c\u4fdd\u9669\u5df2\u7ecf\u4ece\u9500\u552e\u7684\u4ea7\u54c1\u8f6c\u53d8\u4e3a\u8d2d\u4e70\u7684\u4ea7\u54c1\uff0c\u800c\u6b63\u786e\u7684 [customer experience] \u4ea7\u54c1\u63a8\u52a8\u4e86\u8d2d\u4e70\u51b3\u5b9a\uff0c\u201dIBM \u7684 <a href=\"https:\/\/www.ibm.com\/thought-leadership\/institute-business-value\/report\/insurance-cx\" target=\"_blank\" rel=\"noreferrer noopener\">Christian Bieck\u3001Yoann Michaux \u548c Matthew Stremel<\/a> \u5199\u9053\u3002 <\/p>\n\n<p>\u201c\u4eca\u5929\uff0c\u5ba2\u6237\u4f1a\u6bd4\u8f83\u548c\u5bf9\u6bd4\u5404\u79cd\u670d\u52a1\u63d0\u4f9b\u5546\uff0c\u800c\u4fdd\u9669\u516c\u53f8\u8d8a\u6765\u8d8a\u591a\u5730\u901a\u8fc7\u77e5\u60c5\u6d88\u8d39\u8005\u7684\u89c6\u89d2\u6765\u770b\u5f85\uff0c\u4ed6\u4eec\u4e0a\u4e00\u6b21\u7684\u826f\u597d\u4f53\u9a8c\u53ef\u80fd\u662f\u5728\u5728\u7ebf\u96f6\u552e\u5546\u90a3\u91cc\u3002\u73b0\u5728\uff0c\u4fdd\u9669\u516c\u53f8\u6b63\u5728\u4e0e\u5176\u4ed6\u884c\u4e1a\u7684\u6700\u4f73 CX \u8fdb\u884c\u6bd4\u8f83\uff0c\u800c\u4e0d\u4ec5\u4ec5\u662f\u5176\u4ed6\u4fdd\u9669\u516c\u53f8\u3002<\/p>\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-1024x684.jpg\" alt=\"\" class=\"wp-image-9838\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-1024x684.jpg 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-300x200.jpg 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper-768x513.jpg 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/writing-on-paper.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">\u66f4\u77ed\u3001\u66f4\u7b80\u5355\u7684\u5ba2\u6237\u65c5\u7a0b<\/h2>\n\n<p>\u4f5c\u4e3a\u4e00\u4e2a\u884c\u4e1a\uff0c\u4fdd\u9669\u4e1a\u7ee7\u627f\u4e86\u4e00\u4e9b\u4fdd\u5b88\u7684\u6d41\u7a0b\u3002<\/p>\n\n<p>\u4ee5\u627f\u9500\u4e3a\u4f8b\u3002\n\u5bf9\u4e8e\u51e0\u4ee3\u4eba\u6765\u8bf4\uff0c\u6838\u4fdd\u610f\u5473\u7740\u5411\u5ba2\u6237\u7d22\u53d6\u5c3d\u53ef\u80fd\u591a\u7684\u4fe1\u606f\uff0c\u4ee5\u4fbf\u51c6\u786e\u8ba1\u7b97\u98ce\u9669\u3002\n\u4f46\u662f\uff0c\u6b64\u8fc7\u7a0b\u5e76\u4e0d\u9002\u5408\u6570\u5b57\u5ba2\u6237\u65c5\u7a0b\u3002\n\u5f53\u60a8\u8bbe\u8ba1\u627f\u4fdd\u6d41\u7a0b\u65f6\uff0c\u503e\u5411\u4e8e\u83b7\u5f97\u5c3d\u53ef\u80fd\u7cbe\u786e\u7684\u5b9a\u4ef7\u3002\n\u8fc7\u53bb\u7684\u53e3\u5934\u7985\u662f\u95ee\u9898\u8d8a\u591a\u8d8a\u597d\u3002    <\/p>\n\n<p>\u5728\u6570\u5b57\u5316\u5ba2\u6237\u65c5\u7a0b\u4e2d\uff0c\u60a8\u5411\u67d0\u4eba\u63d0\u51fa\u7684\u95ee\u9898\u8d8a\u591a\uff0c\u60a8\u5728\u8f6c\u5316\u8fc7\u7a0b\u4e2d\u4ea7\u751f\u7684\u6469\u64e6\u5c31\u8d8a\u5927\u3002<\/p>\n\n<p>\u8fd9\u5c31\u662f\u5e94\u7528\u7a0b\u5e8f\u9884\u586b\u5145\u529f\u80fd\u7684\u7528\u6b66\u4e4b\u5730\u3002\n\u4ee3\u8868\u5ba2\u6237\u81ea\u52a8\u6536\u96c6\u6570\u636e\u53ef\u4ee5\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\uff0c\u6d88\u9664\u62a5\u4ef7\u5230\u53d1\u884c\u6d41\u7a0b\u4e2d\u7684\u6469\u64e6\uff0c\u5e76\u6700\u7ec8\u63a8\u52a8\u8f6c\u5316\u7387\u548c\u4e1a\u52a1\u589e\u957f\u3002 <\/p>\n\n<p>\u4efb\u4f55\u4fdd\u9669\u516c\u53f8\uff08\u65e0\u8bba\u662f\u4fdd\u9669\u79d1\u6280\u516c\u53f8\u3001\u4ee3\u7406\u673a\u6784\u8fd8\u662f\u4fdd\u9669\u516c\u53f8\uff09\u90fd\u53ef\u4ee5\u505a\u4e09\u4ef6\u4e8b\u6765\u7b80\u5316\u4ed6\u4eec\u7684\u5ba2\u6237\u65c5\u7a0b\u3002\n\u8fd9\u4e9b\u5305\u62ec\uff1a <\/p>\n\n<ul class=\"wp-block-list\">\n<li><strong>\u6700\u5927\u9650\u5ea6\u5730\u51cf\u5c11\u5ba2\u6237\u8f93\u5165\u3002<\/strong>  \u6d88\u9664\u5b9e\u9645\u4e0a\u4e0d\u4f1a\u4e3a\u627f\u4fdd\u6d41\u7a0b\u63d0\u4f9b\u4fe1\u606f\u7684\u5373\u5174\u95ee\u9898\u3002<\/li>\n\n\n\n<li><strong>\u8d2d\u4e70\u7b2c\u4e09\u65b9\u9884\u586b\u5145\u6570\u636e\u3002<\/strong>  \u4f8b\u5982\uff0c\u60a8\u4e0d\u9700\u8981\u5411\u623f\u4e3b\u4fdd\u9669\u7533\u8bf7\u4eba\u7d22\u53d6\u6709\u5173\u623f\u5c4b\u4ef7\u503c\u7684\u6570\u636e\u3002\n\u8fd9\u4e9b\u6570\u636e\u5df2\u7ecf\u6c47\u603b\u5e76\u4ece\u7b2c\u4e09\u65b9\u63d0\u4f9b\u3002 <\/li>\n\n\n\n<li><strong>\u4f7f\u7528\u673a\u5668\u5b66\u4e60\u6216\u4eba\u5de5\u667a\u80fd\u9884\u6d4b\u9884\u586b\u5145\u6570\u636e\u3002<\/strong>  \u9884\u6d4b\u5de5\u5177\u4ece\u5176\u4ed6\u4eba\u5bf9\u7c7b\u4f3c\u95ee\u9898\u7684\u56de\u7b54\u7684\u6d77\u91cf\u6570\u636e\u5e93\u4e2d\u6c72\u53d6\u7075\u611f\u3002\n\u8fd9\u4e9b\u95ee\u9898\u4e0d\u9700\u8981\u8bf7\u522b\u4eba\u56de\u7b54\u3002\n\u4eba\u4eec\u53ea\u9700\u8981\u9a8c\u8bc1\u7b54\u6848\u3002  <\/li>\n<\/ul>\n\n<p>\u8fd9\u4e9b\u5de5\u5177\u5171\u540c\u5e2e\u52a9\u4fdd\u9669\u516c\u53f8\u6253\u9020\u66f4\u77ed\u3001\u66f4\u6109\u5feb\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u4ece\u800c\u63a8\u52a8\u8f6c\u5316\u3002\n\u8fd9\u5b9e\u9645\u4e0a\u662f\u4e00\u4e2a\u975e\u5e38\u6fc0\u52a8\u4eba\u5fc3\u7684\u65f6\u523b\uff1a\u4eca\u5929\u7684\u4fdd\u9669\u516c\u53f8\u6709\u65f6\u53ea\u9700\u4e09\u56db\u4e2a\u95ee\u9898\u5c31\u53ef\u4ee5\u63d0\u4f9b\u4fdd\u9669\u62a5\u4ef7\u3002 <\/p>\n\n<p>\u51ed\u501f\u8fd9\u79cd\u901f\u5ea6\u548c\u6613\u7528\u6027\uff0c\u8fd9\u4e9b\u8fd0\u8425\u5546\u6d88\u9664\u4e86\u5ba2\u6237\u65c5\u7a0b\u4e2d\u7684\u5927\u91cf\u6469\u64e6\u70b9\u3002\n\u8fd9\u662f\u89e3\u9501\u5ba2\u6237\u589e\u957f\u548c\u65b0\u6536\u5165\u673a\u4f1a\u7684\u4e00\u5927\u5173\u952e\u3002 <\/p>\n\n<p>\u8fd9\u53c8\u56de\u5230\u4e86\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\u7684\u5546\u4e1a\u6848\u4f8b\u3002\u5ba2\u6237\u4f53\u9a8c\u5e73\u53f0\u516c\u53f8 Acquire \u7684 <a href=\"https:\/\/acquire.io\/blog\/insurance-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Benedict Clark<\/a> \u5f15\u7528\u4e86\u6700\u8fd1\u7684\u4e00\u9879\u8c03\u67e5\uff0c\u8be5\u8c03\u67e5\u53d1\u73b0\uff0c\u4fdd\u9669\u5ba2\u6237\u4ece\u627f\u4fdd\u548c\u7533\u8bf7\u8fc7\u7a0b\u51e0\u4e4e\u5b9e\u65f6\u8fdb\u884c\u7684\u516c\u53f8\u8d2d\u4e70\u4fdd\u5355\u7684\u53ef\u80fd\u6027\u8981\u9ad8\u51fa 20%\u3002<\/p>\n\n<p>\u6362\u53e5\u8bdd\u8bf4\uff0c\u66f4\u5feb\u7684\u7533\u8bf7\u65f6\u95f4\u610f\u5473\u7740\u66f4\u9ad8\u7684\u8f6c\u5316\u7387\u3002\n\u6b64\u5916\uff0c\u66f4\u597d\u7684\u5ba2\u6237\u4f53\u9a8c\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6237\u5fe0\u8bda\u5ea6\u3002 <\/p>\n\n<p>\u56e0\u6b64\uff0c\u6211\u4eec\u6240\u6709\u4eba\u7684\u6559\u8bad\u90fd\u5f88\u6e05\u695a\uff1a\u4eba\u4eec\u5c06\u7ee7\u7eed\u4e0e\u4fdd\u9669\u516c\u53f8\u505a\u751f\u610f\uff0c\u8fd9\u4e9b\u4fdd\u9669\u516c\u53f8\u4f7f\u4e0e\u4ed6\u4eec\u505a\u751f\u610f\u53d8\u5f97\u5bb9\u6613\u3002<\/p>\n\n<p><em>\u56fe\u7247\u63d0\u4f9b\uff1a <a href=\"https:\/\/unsplash.com\/@luizabraun\" target=\"_blank\" rel=\"noreferrer noopener\">Luiza Braun<\/a>\uff0c <a href=\"https:\/\/unsplash.com\/@homajob\" target=\"_blank\" rel=\"noreferrer noopener\">Scott Graham<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Jim Dwane\uff0cbolt \u9996\u5e2d\u8425\u6536\u5b98 \u51fa\u8272\u7684\u5ba2\u6237\u4f53\u9a8c\u53ef\u4ee5\u63d0\u9ad8\u5ba2\u6237\u4fdd\u7559\u7387\uff0c\u63d0\u9ad8\u5ba2\u6237\u6ee1\u610f\u5ea6\uff0c\u5e76\u6700\u7ec8\u63a8\u52a8\u6536\u5165\u589e\u957f [&hellip;]<\/p>\n","protected":false},"featured_media":9849,"template":"","insight-category":[],"class_list":["post-19299","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight\/19299","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/media\/9849"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/media?parent=19299"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight-category?post=19299"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}