{"id":20798,"date":"2024-09-27T11:47:16","date_gmt":"2024-09-27T16:47:16","guid":{"rendered":"https:\/\/bolttech.io\/insights\/%e5%95%86%e4%b8%9a%e4%bf%9d%e9%99%a9%e5%b9%b3%e5%8f%b0%e5%a6%82%e4%bd%95%e6%89%93%e9%80%a0%e5%ae%a2%e6%88%b7%e6%83%b3%e8%a6%81%e7%9a%84%e6%95%b0%e5%ad%97%e4%bd%93%e9%aa%8c\/"},"modified":"2024-09-27T11:47:16","modified_gmt":"2024-09-27T16:47:16","slug":"%e5%95%86%e4%b8%9a%e4%bf%9d%e9%99%a9%e5%b9%b3%e5%8f%b0%e5%a6%82%e4%bd%95%e6%89%93%e9%80%a0%e5%ae%a2%e6%88%b7%e6%83%b3%e8%a6%81%e7%9a%84%e6%95%b0%e5%ad%97%e4%bd%93%e9%aa%8c","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/zh-hans\/insights\/%e5%95%86%e4%b8%9a%e4%bf%9d%e9%99%a9%e5%b9%b3%e5%8f%b0%e5%a6%82%e4%bd%95%e6%89%93%e9%80%a0%e5%ae%a2%e6%88%b7%e6%83%b3%e8%a6%81%e7%9a%84%e6%95%b0%e5%ad%97%e4%bd%93%e9%aa%8c\/","title":{"rendered":"\u5546\u4e1a\u4fdd\u9669\u5e73\u53f0\u5982\u4f55\u6253\u9020\u5ba2\u6237\u60f3\u8981\u7684\u6570\u5b57\u4f53\u9a8c"},"content":{"rendered":"\n<p>\u5728\u7ebf\u4e1a\u52a1\u84ec\u52c3\u53d1\u5c55\uff0c\u4f46\u5546\u4e1a\u8fd0\u8425\u5546\u5728\u63a8\u51fa\u6570\u5b57\u4f53\u9a8c\u76f4\u9500\u5e73\u53f0\u65b9\u9762\u8fdb\u5c55\u7f13\u6162\u3002\n\u4e0e\u6b64\u540c\u65f6\uff0c\u5ba2\u6237\u8981\u6c42\u4fdd\u9669\u516c\u53f8\u63d0\u4f9b\u6bd4\u4ee5\u5f80\u4efb\u4f55\u65f6\u5019\u90fd\u66f4\u591a\u7684\u4e2a\u6027\u5316\u5173\u6ce8\u3002 <\/p>\n\n<p>\u5e78\u8fd0\u7684\u662f\uff0c\u8fd9\u4e24\u4e2a\u95ee\u9898\u90fd\u6709\u4e00\u4e2a\u5171\u540c\u7684\u89e3\u51b3\u65b9\u6848\u3002\n\u5f3a\u5927\u7684\u5546\u4e1a\u4fdd\u9669\u5e73\u53f0\u4f7f\u76f4\u9500\u9ad8\u6548\u4e14\u6709\u6548\uff0c\u5e76\u521b\u9020\u4e86\u66f4\u6109\u5feb\u7684\u5ba2\u6237\u4f53\u9a8c\uff0c\u4ece\u800c\u589e\u5f3a\u4e86\u5ba2\u6237\u4e0e\u4fdd\u9669\u516c\u53f8\u7684\u5173\u7cfb\u3002 <\/p>\n\n<h2 class=\"wp-block-heading\">\u5546\u4e1a\u4fdd\u9669\u4e2d\u7684\u5ba2\u6237\u9700\u6c42<\/h2>\n\n<p>\u8d22\u4ea7\u548c\u610f\u5916\u4f24\u5bb3\u4fdd\u9669\u7684\u4e2a\u4eba\u4e1a\u52a1\u53d7\u76ca\u4e8e\u76f4\u9500\u5bf9\u5ba2\u6237\u4f53\u9a8c\u7684\u5173\u6ce8\u3002\n\u7136\u800c\uff0c\u5546\u4e1a\u4fdd\u9669\u63a5\u53d7\u5728\u7ebf\u4fdd\u9669\u7684\u505a\u6cd5\u7684\u901f\u5ea6\u8f83\u6162\uff1aTrusted Choice \u7684 <a href=\"https:\/\/www.trustedchoice.com\/f\/p\/direct-business-insurance\/\" target=\"_blank\" rel=\"noreferrer noopener\">Marty Agather<\/a> \u8868\u793a\uff0c\u5927\u7ea6 85% \u7684\u5546\u4e1a\u4fdd\u5355\u4ecd\u7136\u7531\u72ec\u7acb\u4ee3\u7406\u4eba\u627f\u4fdd\u3002 <\/p>\n\n<p>\u4ee3\u7406\u4eba-\u5ba2\u6237\u5173\u7cfb\u5728\u5546\u4e1a\u4fdd\u9669\u4e2d\u5360\u4e3b\u5bfc\u5730\u4f4d\uff0c\u51cf\u7f13\u4e86\u5728\u7ebf\u76f4\u63a5\u5546\u4e1a\u9500\u552e\u7684\u589e\u957f\u3002\n\u5b83\u8fd8\u63a8\u8fdf\u4e86\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u610f\u8bc6\u5230\u5728\u7ebf\u8d2d\u7269\u901a\u5e38\u6539\u53d8\u4e86\u5ba2\u6237\u5e26\u6765\u7684\u671f\u671b\u548c\u8981\u6c42\u7684\u65f6\u523b\u3002 <\/p>\n\n<p>\u53ca\u65f6\u7684\u54cd\u5e94\u548c\u8bc1\u660e\u7684\u7269\u6709\u6240\u503c\uff0c\u7528\u4e8e\u5b9a\u4e49\u9ad8\u8d28\u91cf\u7684\u5ba2\u6237\u4f53\u9a8c\u4fdd\u9669\u3002\n\u7136\u800c\uff0c\u4eca\u5929\uff0c\u5ba2\u6237\u7684\u671f\u671b\u5df2\u7ecf\u53d1\u751f\u4e86\u53d8\u5316\u3002\n\u9ad8\u6548\u548c\u4e2a\u6027\u5316\u7684\u670d\u52a1\u5df2\u6500\u5347\u81f3\u5ba2\u6237\u4f18\u5148\u8003\u8651\u7684\u9996\u4f4d\u3002  <\/p>\n\n<p>\u867d\u7136\u5ba2\u6237\u5bf9\u4f53\u9a8c\u7684\u671f\u671b\u53d1\u751f\u4e86\u53d8\u5316\uff0c\u4f46\u4ed6\u4eec\u5bf9\u4f53\u9a8c\u4f5c\u4e3a\u8861\u91cf\u4fdd\u9669\u516c\u53f8\u6807\u51c6\u7684\u4f9d\u8d56\u5e76\u6ca1\u6709\u6539\u53d8\u3002\n\u4e8b\u5b9e\u4e0a\uff0c\u8d85\u8fc7 70% \u7684\u6d88\u8d39\u8005\u6839\u636e\u5ba2\u6237\u4f53\u9a8c \uff08CX\uff09 \u7684\u8d28\u91cf\u5bf9\u4f01\u4e1a\u7684\u770b\u6cd5\uff0c\u9ea6\u80af\u9521\u7684 <a href=\"https:\/\/www.mckinsey.com\/business-functions\/marketing-and-sales\/our-insights\/from-moments-to-journeys-a-paradigm-shift-in-customer-experience-excellence\" target=\"_blank\" rel=\"noreferrer noopener\">Dorian Stone \u548c John Devine<\/a> \u5199\u9053\u3002 <\/p>\n\n<p>\u5305\u62ec\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u5728\u5185\u7684\u4f01\u4e1a\u8d8a\u6765\u8d8a\u610f\u8bc6\u5230\u5ba2\u6237\u4f53\u9a8c\u4e0d\u65ad\u53d8\u5316\u7684\u538b\u529b\u3002\nGartner \u7684\u4e00\u9879\u7814\u7a76\u53d1\u73b0\uff0c81% \u7684\u4f01\u4e1a\u5e0c\u671b\u4e3b\u8981\u6216\u5b8c\u5168\u57fa\u4e8e\u5ba2\u6237\u4f53\u9a8c\u8fdb\u884c\u7ade\u4e89\u3002 <\/p>\n\n<p>\u5f53\u6240\u9500\u552e\u7684\u57fa\u7840\u4ea7\u54c1\u6216\u670d\u52a1\u5728\u516c\u53f8\u4e4b\u95f4\u5b9e\u73b0\u6807\u51c6\u5316\u65f6\uff0c\u5ba2\u6237\u4f53\u9a8c\u53d8\u5f97\u66f4\u52a0\u91cd\u8981\u2014\u2014\u5c31\u50cf\u8bb8\u591a\u5546\u4e1a\u4fdd\u9669\u5355\u4e00\u6837\u3002\n\u5f53\u4ece\u4efb\u4f55\u5356\u5bb6\u90a3\u91cc\u8d2d\u4e70\u7684\u5546\u54c1\u57fa\u672c\u76f8\u540c\u65f6\uff0c\u4e70\u5bb6\u4f1a\u66f4\u52a0\u5f3a\u8c03\u5ba2\u6237\u4f53\u9a8c\u7684\u72ec\u7279\u529f\u80fd\uff0c\u4ee5\u533a\u5206\u5356\u5bb6\u5e76\u8bc1\u660e\u4ed6\u4eec\u5bf9\u7279\u5b9a\u5356\u5bb6\u7684\u5fe0\u8bda\u5ea6\u662f\u5408\u7406\u7684\u3002 <\/p>\n\n<p>\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u9700\u8981\u901a\u8fc7\u5f3a\u8c03\u5bf9\u4fdd\u9669\u8d2d\u4e70\u8005\u6765\u8bf4\u91cd\u8981\u7684\u5ba2\u6237\u4f53\u9a8c\u8981\u70b9\uff0c\u5728\u5ba2\u6237\u6240\u5728\u7684\u5730\u65b9\u4e0e\u4ed6\u4eec\u4f1a\u9762\u3002\n\u4e3a\u4e86\u6539\u5584\u5ba2\u6237\u4f53\u9a8c\uff0c\u201c\u9a8c\u8bc1\u5ba2\u6237\u4f53\u9a8c\u7684\u5546\u4e1a\u4ef7\u503c\u5e76\u901a\u8fc7\u534f\u4f5c\u8fdb\u884c\u9886\u5bfc\uff0c\u5426\u5219\u5c31\u6709\u53ef\u80fd\u5931\u53bb\u9884\u7b97\uff0c\u5e76\u5f71\u54cd\u5ba2\u6237\u6ee1\u610f\u5ea6\u3001\u5fe0\u8bda\u5ea6\u548c\u62e5\u62a4\u5ea6\u7684\u9a71\u52a8\u56e0\u7d20\uff0c\u201dGartner \u5ba2\u6237\u4f53\u9a8c\u526f\u603b\u88c1 <a href=\"https:\/\/www.gartner.com\/en\/marketing\/insights\/articles\/key-findings-from-the-gartner-customer-experience-survey\" target=\"_blank\" rel=\"noreferrer noopener\">Augie Ray<\/a> \u8bf4\u3002 <\/p>\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"682\" src=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/team-coding-discussion-1024x682.jpg\" alt=\"\" class=\"wp-image-8013\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/team-coding-discussion-1024x682.jpg 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/team-coding-discussion-300x200.jpg 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/team-coding-discussion-768x512.jpg 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/team-coding-discussion.jpg 1280w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">\u5ba2\u6237\u5e0c\u671b\u4fdd\u9669\u6570\u5b57\u4f53\u9a8c\u5177\u5907\u4ec0\u4e48\uff1f<\/h2>\n\n<p>\u5c0f\u4f01\u4e1a\u4fdd\u9669\u5ba2\u6237\u5e0c\u671b\u5728\u7ebf\u8d2d\u4e70\u4fdd\u9669\u3002\n\u603b\u4f53\u800c\u8a00\uff0c51% \u7684\u5c0f\u4f01\u4e1a\u4e3b\u53ef\u80fd\u4f1a\u76f4\u63a5\u4ece\u4fdd\u9669\u516c\u53f8\u8d2d\u4e70\u5546\u4e1a\u4fdd\u9669\uff0c\u6839\u636e <a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/us\/Documents\/financial-services\/us-fsi-voice-of-the-small-business-insurance-consumer-032615.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Michelle Canaan<\/a> \u548c\u5fb7\u52e4\u7684\u540c\u4e8b\u7684\u8bf4\u6cd5\u3002\n\u5728 35 \u5c81\u4ee5\u4e0b\u7684\u5ba2\u6237\u548c\u516c\u53f8\u5e74\u6536\u5165\u4f4e\u4e8e 100 \u4e07\u7f8e\u5143\u7684\u5ba2\u6237\u4e2d\uff0c\u8fd9\u4e00\u6bd4\u4f8b\u4f1a\u589e\u52a0\uff0c\u8fd9\u4f7f\u5f97\u5c0f\u4f01\u4e1a\u4fdd\u9669\u7684\u76f4\u63a5\u9500\u552e\u6210\u4e3a\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u7684\u4e00\u4e2a\u5de8\u5927\u673a\u4f1a\u3002  <\/p>\n\n<p>\u5fb7\u52e4\u7814\u7a76\u8fd8\u53d1\u73b0\uff0c\u5df2\u7ecf\u5728\u7f51\u4e0a\u8d2d\u4e70\u4fdd\u9669\u7684\u5c0f\u4f01\u4e1a\u66f4\u6709\u53ef\u80fd\u518d\u6b21\u8d2d\u4e70\u4fdd\u9669\u3002\n\u4f8b\u5982\uff0c48% \u5728\u7f51\u4e0a\u8d2d\u4e70\u4e86\u4e00\u822c\u8d23\u4efb\u4fdd\u9669\u7684\u4eba\u201c\u5f88\u6709\u53ef\u80fd\u201d\u518d\u6b21\u8d2d\u4e70\uff0c43% \u7684\u4eba\u201c\u6709\u70b9\u53ef\u80fd\u201d\u3002 <\/p>\n\n<p>\u201c\u7531\u4e8e\u6ee1\u610f\u5ea6\u901a\u5e38\u5f88\u9ad8\uff0c\u90a3\u4e9b\u5c1d\u8bd5\u5728\u4e92\u8054\u7f51\u4e0a\u8d2d\u4e70\u5546\u4e1a\u4fdd\u9669\u7684\u4eba\u66f4\u6709\u53ef\u80fd\u8bf4\u4ed6\u4eec\u5c06\u6765\u4f1a\u4ee5\u8fd9\u79cd\u65b9\u5f0f\u5f00\u5c55\u4e1a\u52a1\uff0c\u8fd9\u5e76\u4e0d\u5947\u602a\uff0c\u201dCanaan \u7b49\u4eba\u8bf4\u3002<\/p>\n\n<p>\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u5982\u4f55\u63a5\u89e6\u9996\u6b21\u8d2d\u4e70\u7684\u5ba2\u6237\uff1f\n <a href=\"https:\/\/insuranceblog.accenture.com\/wp-content\/uploads\/2018\/10\/Winning-the-Hearts-and-Minds-of-Small-Business-Ins-Buyers-Research-Piece.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">\u57c3\u68ee\u54f2<\/a> \u7684\u4e00\u9879\u7814\u7a76\u63d0\u4f9b\u4e86\u89c1\u89e3\u3002\n\u5728\u63a2\u7d22\u5c0f\u4f01\u4e1a\u4e3b\u4e0d\u5728\u7ebf\u8d2d\u4e70\u4fdd\u9669\u7684\u539f\u56e0\u65f6\uff0c\u8be5\u7814\u7a76\u53d1\u73b0\uff0c\u7f3a\u4e4f\u4fe1\u606f\u3001\u6e05\u6670\u5ea6\u548c\u4e2a\u6027\u5316\u4f7f\u9996\u6b21\u8d2d\u4e70\u5546\u4e1a\u4fdd\u9669\u7684\u4e70\u5bb6\u611f\u5230\u6cae\u4e27\uff0c\u5c06\u4ed6\u4eec\u63a8\u5411\u4ee3\u7406\u5546\uff0c\u8fdc\u79bb\u76f4\u9500\u6e20\u9053\u3002  <\/p>\n\n<p>\u57c3\u68ee\u54f2\u4f30\u8ba1\uff0c\u5230 2020 \u5e74\uff0c\u5c0f\u4f01\u4e1a\u4fdd\u9669\u8d39\u603b\u989d\u7684 25% \u5c06\u7531\u6570\u5b57\u627f\u4fdd\u3002\n\u6b64\u5916\uff0c\u57c3\u68ee\u54f2\u4f30\u8ba1\uff0c60% \u7684\u5c0f\u4f01\u4e1a\u7531 25-55 \u5c81\u5e74\u9f84\u6bb5\u7684\u4eba\u62e5\u6709\uff0c\u8fd9\u662f\u5bf9\u5728\u7ebf\u8d2d\u4e70\u4fdd\u9669\u6700\u611f\u5174\u8da3\u7684\u4ee3\u9645\u7fa4\u4f53\u3002 <\/p>\n\n<p>\u6839\u636e\u57c3\u68ee\u54f2\u7684\u7814\u7a76\uff0c\u5ba2\u6237\u5bf9\u5728\u7ebf\u8d2d\u4e70\u5546\u4e1a\u4fdd\u9669\u611f\u5174\u8da3\u3002\n\u4f46\u4ec5\u4ec5\u63d0\u4f9b\u9009\u9879\u662f\u4e0d\u591f\u7684\u3002\n\u4fdd\u9669\u5e73\u53f0\u201c\u8fd8\u5fc5\u987b\u6253\u9020\u4ee5\u5ba2\u6237\u4e3a\u4e2d\u5fc3\u7684\u4f53\u9a8c\uff0c\u4ee5\u89e3\u51b3\u5c0f\u4f01\u4e1a\u4e3b\u7684\u6240\u6709\u4fdd\u9669\u6311\u6218\u548c\u632b\u6298\uff0c\u201d\u57c3\u68ee\u54f2\u4fdd\u9669\u8463\u4e8b\u603b\u7ecf\u7406 <a href=\"https:\/\/insuranceblog.accenture.com\/what-small-business-owners-want-from-direct-commercial-carriers\" target=\"_blank\" rel=\"noreferrer noopener\">Michael Reilly<\/a> \u8bf4\u3002  <\/p>\n\n<figure class=\"wp-block-image aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/group-meeting-1024x683.jpg\" alt=\"\" class=\"wp-image-8003\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/group-meeting-1024x683.jpg 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/group-meeting-300x200.jpg 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/group-meeting-768x512.jpg 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/09\/group-meeting.jpg 1280w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">\u9009\u62e9\u5408\u9002\u7684\u5e73\u53f0<\/h2>\n\n<p>\u5ba2\u6237\u5bf9\u5176\u4ed6\u5f62\u5f0f\u7684\u5728\u7ebf\u8d2d\u7269\u7684\u4f53\u9a8c\u51b3\u5b9a\u4e86\u4ed6\u4eec\u5bf9\u5728\u7ebf\u5546\u4e1a\u4fdd\u9669\u8d2d\u4e70\u7684\u671f\u671b\u3002\n\u4f8b\u5982\uff0c\u4ed6\u4eec\u5df2\u7ecf\u4e60\u60ef\u4e86\u901a\u8fc7 Amazon \u8fdb\u884c\u5168\u6e20\u9053\u6d4f\u89c8\u7b49\u529f\u80fd\uff0c\u56e0\u6b64\u66f4\u6709\u53ef\u80fd\u671f\u671b\u4ed6\u4eec\u7684\u4fdd\u9669\u516c\u53f8\u63d0\u4f9b\u7c7b\u4f3c\u7684\u529f\u80fd\u3002 <\/p>\n\n<p>\u7136\u800c\uff0c\u5bf9\u4e8e\u8d22\u4ea7\u4fdd\u9669\u516c\u53f8\u6765\u8bf4\uff0c\u63d0\u4f9b\u5ba2\u6237\u671f\u671b\u7684\u6570\u5b57\u4f53\u9a8c\u5e76\u4e0d\u5bb9\u6613\u3002\n\u201c\u5ba2\u6237\u5e0c\u671b\u8fd0\u8425\u5546\u63d0\u4f9b\u65e0\u7f1d\u3001\u5168\u6e20\u9053\u548c\u9ad8\u5ea6\u4e2a\u6027\u5316\u7684\u4f53\u9a8c\uff0c\u4f46\u7ec4\u7ec7\u548c\u884c\u4e1a\u969c\u788d\uff0c\u5305\u62ec\u6570\u636e\u5b64\u5c9b\u548c\u4e0d\u65ad\u53d1\u5c55\u7684\u6570\u636e\u9690\u79c1\u653f\u7b56\uff0c\u5728\u8fd9\u4e9b\u671f\u671b\u548c\u63d0\u4f9b\u7684\u670d\u52a1\u4e4b\u95f4\u9020\u6210\u4e86\u969c\u788d\uff0c\u201d\u5b89\u5ba2\u8bda\u4fdd\u9669\u670d\u52a1\u96c6\u56e2\u526f\u603b\u88c1 <a href=\"https:\/\/www.cmswire.com\/customer-experience\/the-insurance-industry-plays-catch-up-with-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Clark Wooten<\/a> \u8bf4\u3002 <\/p>\n\n<p>\u56e0\u6b64\uff0c\u9009\u62e9\u5546\u4e1a\u4fdd\u9669\u76f4\u9500\u5e73\u53f0\u7684\u7b2c\u4e00\u6b65\u662f\u786e\u5b9a\u60a8\u7684\u5ba2\u6237\u9762\u4e34\u7684\u5177\u4f53\u6311\u6218\u6216\u632b\u6298\u3002\n\u7136\u540e\uff0c\u5bfb\u627e\u6570\u5b57\u5de5\u5177\uff0c\u5e2e\u52a9\u4fdd\u9669\u516c\u53f8\u548c\u5ba2\u6237\u5171\u540c\u514b\u670d\u8fd9\u4e9b\u6311\u6218\u3002 <\/p>\n\n<p>\u907f\u514d\u7b80\u5355\u5730\u8d2d\u4e70\u65b0\u6280\u672f\u4ee5\u5efa\u7acb\u6570\u5b57\u9500\u552e\u6e20\u9053\u7684\u51b2\u52a8\u3002\n\u76f4\u9500\u7684\u76ee\u6807\u5e94\u8be5\u662f\u5c06\u60a8\u4e0e\u5ba2\u6237\u5173\u7cfb\u7684\u6700\u4f73\u90e8\u5206\u6269\u5c55\u5230\u6570\u5b57\u73af\u5883\u4e2d\u2014\u2014\u800c\u4e0d\u4ec5\u4ec5\u662f\u5728\u7ebf\u3002 <\/p>\n\n<p>\u201c\u6280\u672f\u672c\u8eab\u5e76\u4e0d\u662f\u76ee\u7684;\u96c6\u6210\u5b83\u4ee5\u6539\u5584 CX \u662f\u4ef7\u503c\u6240\u5728\uff0c\u201c\u6280\u672f\u73b0\u4ee3\u5316\u54a8\u8be2\u516c\u53f8 Prime TSR \u7684\u8d1f\u8d23\u4eba <a href=\"https:\/\/primetsr.com\/delivering-frictionless-customer-experiences-efficiently-is-all-that-matters\/\" target=\"_blank\" rel=\"noreferrer noopener\">Eugene Khazin<\/a> \u89e3\u91ca\u9053\u3002<\/p>\n\n<p>\u63a2\u7d22\u6784\u5efa\u6570\u5b57\u73af\u5883\u4ee5\u6ee1\u8db3\u5404\u79cd\u5ba2\u6237\u9700\u6c42\u7684\u65b9\u6cd5\u3002\n\u4f8b\u5982\uff0cAccenture \u53d1\u73b0\uff0c\u8bb8\u591a\u5c0f\u4f01\u4e1a\u4fdd\u9669\u5ba2\u6237\u5728\u65e0\u6cd5\u5728\u7f51\u4e0a\u8f7b\u677e\u627e\u5230\u4fdd\u9669\u95ee\u9898\u7684\u7b54\u6848\u65f6\u611f\u5230\u6cae\u4e27\u3002\nPropertyCasualty360 \u7684 <a href=\"https:\/\/www.propertycasualty360.com\/2019\/06\/28\/content-services-and-the-insurance-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Cara McFarlane<\/a> \u5efa\u8bae\uff0c\u4fe1\u606f\u4e30\u5bcc\u7684\u5185\u5bb9\u5e93\u53ef\u4ee5\u5e2e\u52a9\u6784\u5efa\u4e00\u4e2a\u66f4\u53d7\u6b22\u8fce\u7684\u5546\u4e1a\u4fdd\u9669\u5e73\u53f0\u3002  <\/p>\n\n<p>\u4e0e\u4e2a\u4eba\u4fdd\u9669\u76f8\u6bd4\uff0c\u6784\u5efa\u6570\u5b57\u4fdd\u9669\u751f\u6001\u7cfb\u7edf\u662f\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u76ee\u524d\u672a\u5145\u5206\u5229\u7528\u7684\u53e6\u4e00\u79cd\u9009\u62e9\u3002\n\u5728\u6570\u5b57\u751f\u6001\u7cfb\u7edf\u4e2d\uff0c\u591a\u5bb6\u4f01\u4e1a\u5408\u4f5c\u63d0\u4f9b\u670d\u52a1;\u4ed6\u4eec\u7684\u5171\u540c\u76ee\u6807\u662f\u4e3a\u5ba2\u6237\u7684\u7279\u5b9a\u95ee\u9898\u63d0\u4f9b\u5b8c\u6574\u7684\u89e3\u51b3\u65b9\u6848\u3002\n\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u4e3a\u8f66\u961f\u63d0\u4f9b\u4fdd\u9669\uff0c\u673a\u68b0\u5e08\u4e3a\u8fd9\u4e9b\u8f66\u8f86\u63d0\u4f9b\u7ef4\u62a4\u7ef4\u4fee\u7684\u751f\u6001\u7cfb\u7edf\u5408\u4f5c\u4f19\u4f34\u5173\u7cfb\u5c31\u662f\u4e00\u4e2a\u4f8b\u5b50\u3002  <\/p>\n\n<p>\u6570\u5b57\u751f\u6001\u7cfb\u7edf\u4ee5\u4e24\u79cd\u65b9\u5f0f\u4f7f\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u53d7\u76ca\u3002\n\u9996\u5148\uff0c\u5b83\u4eec\u5141\u8bb8\u4fdd\u9669\u516c\u53f8\u4e3a\u5ba2\u6237\u63d0\u4f9b\u66f4\u52a0\u4e2a\u6027\u5316\u3001\u65e0\u6469\u64e6\u7684\u4f53\u9a8c\uff0c\u5efa\u7acb\u5fe0\u8bda\u5ea6\u548c\u878d\u6d3d\u7684\u5173\u7cfb\u3002\n\u5176\u6b21\uff0c\u5b83\u4eec\u5141\u8bb8\u4fdd\u9669\u516c\u53f8\u4ee5\u6613\u4e8e\u8bbf\u95ee\u7684\u670d\u52a1\u548c\u652f\u6301\u7684\u5f62\u5f0f\u4e3a\u5ba2\u6237\u63d0\u4f9b\u66f4\u591a\u4ef7\u503c\uff0c\u800c\u65e0\u9700\u4fdd\u9669\u516c\u53f8\u6784\u5efa\u6bcf\u4e2a\u4ea7\u54c1\u6240\u9700\u7684\u57fa\u7840\u8bbe\u65bd\u3002  <\/p>\n\n<p>\u5f52\u6839\u7ed3\u5e95\uff0c\u4efb\u4f55\u5546\u4e1a\u4fdd\u9669\u5e73\u53f0\u7684\u76ee\u6807\u90fd\u662f\u8d85\u8d8a\u4f20\u7edf\u7684\u4fdd\u9669\u5173\u7cfb\uff0c\u5728\u8fd9\u79cd\u5173\u7cfb\u4e2d\uff0c\u5ba2\u6237\u9664\u975e\u652f\u4ed8\u8d26\u5355\u6216\u63d0\u51fa\u7d22\u8d54\uff0c\u5426\u5219\u4e0d\u4f1a\u4e0e\u4fdd\u9669\u516c\u53f8\u8054\u7cfb\u3002<\/p>\n\n<p>\u201c\u4fdd\u9669\u516c\u53f8\u4e00\u76f4\u5728\u52aa\u529b\u89e3\u51b3\u8fd9\u6837\u4e00\u4e2a\u4e8b\u5b9e\uff0c\u5373\u4ed6\u4eec\u5728\u8d2d\u4e70\u540e\u7684\u4e3b\u8981\u5ba2\u6237\u4e92\u52a8\u662f\u63d0\u4ea4\u7d22\u8d54\u6216\u652f\u4ed8\u8d26\u5355\uff0c\u8fd9\u5f80\u5f80\u662f\u4e00\u79cd\u6d88\u6781\u7684\u3001\u6709\u538b\u529b\u7684\u7ecf\u5386\u3002\u4f7f\u7528\u8fd9\u4e9b\u65b0\u7684\u6570\u5b57\u6e20\u9053\u662f\u4e3a\u4e86\u5728\u8d26\u5355\u652f\u4ed8\u548c\u7d22\u8d54\u63d0\u4ea4\u4e4b\u5916\u4e0e\u88ab\u4fdd\u9669\u4eba\u5efa\u7acb\u6301\u7eed\u7684\u957f\u671f\u5173\u7cfb\uff0c\u201cNovarica \u7814\u7a76\u548c\u54a8\u8be2\u6267\u884c\u526f\u603b\u88c1 <a href=\"https:\/\/www.customercontactweekdigital.com\/customer-insights-analytics\/articles\/insurance-emerging-technology\" target=\"_blank\" rel=\"noreferrer noopener\">Jeff Goldberg<\/a> \u8bf4\u3002<\/p>\n\n<p>\u501f\u52a9\u6b63\u786e\u7684\u5de5\u5177\uff0c\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u53ef\u4ee5\u6784\u5efa\u4e00\u4e2a\u6ee1\u8db3\u5ba2\u6237\u9700\u6c42\u548c\u6570\u5b57\u4f53\u9a8c\u613f\u671b\u7684\u5e73\u53f0\u3002\n\u5ba2\u6237\u6e34\u671b\u5728\u7ebf\u8d2d\u4e70\u5546\u4e1a\u4fdd\u9669\u3002\n\u5546\u4e1a\u4fdd\u9669\u516c\u53f8\u6709\u8d23\u4efb\u5efa\u7acb\u4e00\u4e2a\u9ad8\u6548\u3001\u6109\u5feb\u7684\u8d2d\u4e70\u73af\u5883\u3002  <\/p>\n\n<p><em>\u56fe\u7247\u6765\u81ea\uff1a rido\/\u00a9123RF.com\uff0c kasto\/\u00a9123RF.com\uff0c dotshock\/\u00a9123RF.com<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u5728\u7ebf\u4e1a\u52a1\u84ec\u52c3\u53d1\u5c55\uff0c\u4f46\u5546\u4e1a\u8fd0\u8425\u5546\u5728\u63a8\u51fa\u6570\u5b57\u4f53\u9a8c\u76f4\u9500\u5e73\u53f0\u65b9\u9762\u8fdb\u5c55\u7f13\u6162\u3002 \u4e0e\u6b64\u540c\u65f6\uff0c\u5ba2\u6237\u8981\u6c42\u4fdd\u9669\u516c\u53f8\u63d0\u4f9b\u6bd4\u4ee5\u5f80\u4efb\u4f55\u65f6 [&hellip;]<\/p>\n","protected":false},"featured_media":8024,"template":"","insight-category":[],"class_list":["post-20798","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight\/20798","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\/8024"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/media?parent=20798"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/zh-hans\/wp-json\/wp\/v2\/insight-category?post=20798"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}