{"id":21074,"date":"2024-09-30T14:17:25","date_gmt":"2024-09-30T19:17:25","guid":{"rendered":"https:\/\/bolttech.io\/insights\/%e4%bf%9d%e9%9a%aa%e5%ae%a2%e6%88%b6%e9%97%9c%e4%bf%82%ef%bc%9a%e5%a6%82%e4%bd%95%e5%bb%ba%e7%ab%8b%e5%83%b9%e5%80%bc%e3%80%81%e4%bf%a1%e4%bb%bb%e5%92%8c%e5%bf%a0%e8%aa%a0%e5%ba%a6\/"},"modified":"2024-09-30T14:17:33","modified_gmt":"2024-09-30T19:17:33","slug":"%e4%bf%9d%e9%9a%aa%e5%ae%a2%e6%88%b6%e9%97%9c%e4%bf%82%ef%bc%9a%e5%a6%82%e4%bd%95%e5%bb%ba%e7%ab%8b%e5%83%b9%e5%80%bc%e3%80%81%e4%bf%a1%e4%bb%bb%e5%92%8c%e5%bf%a0%e8%aa%a0%e5%ba%a6","status":"publish","type":"insight","link":"https:\/\/bolttech.io\/zh-hant\/insights\/%e4%bf%9d%e9%9a%aa%e5%ae%a2%e6%88%b6%e9%97%9c%e4%bf%82%ef%bc%9a%e5%a6%82%e4%bd%95%e5%bb%ba%e7%ab%8b%e5%83%b9%e5%80%bc%e3%80%81%e4%bf%a1%e4%bb%bb%e5%92%8c%e5%bf%a0%e8%aa%a0%e5%ba%a6\/","title":{"rendered":"\u4fdd\u96aa\u5ba2\u6236\u95dc\u4fc2\uff1a\u5982\u4f55\u5efa\u7acb\u50f9\u503c\u3001\u4fe1\u4efb\u548c\u5fe0\u8aa0\u5ea6"},"content":{"rendered":"\n<p>\u7db2\u4e0a\u8cfc\u7269\u548c\u96fb\u5b50\u901a\u4fe1\u6539\u8b8a\u4e86\u4fdd\u96aa\u5ba2\u6236\u8cfc\u8cb7\u4fdd\u96aa\u3001\u77ad\u89e3\u53ef\u9810\u9632\u98a8\u96aa\u4ee5\u53ca\u8207\u4fdd\u96aa\u516c\u53f8\u6e9d\u901a\u7684\u65b9\u5f0f\u3002\n\u7136\u800c\uff0c\u4fdd\u96aa\u516c\u53f8\u5728\u8abf\u6574\u5176\u7ba1\u9053\u548c\u5167\u5bb9\u4ee5\u6eff\u8db3\u9019\u4e9b\u671f\u671b\u65b9\u9762\u9032\u5c55\u7de9\u6162\u3002 <\/p>\n\n<p>\u5ba2\u6236\u9700\u8981\u6709\u95dc\u5176\u8986\u84cb\u7bc4\u570d\u5982\u4f55\u904b\u4f5c\u7684\u8cc7\u8a0a\u3002\n\u4ed6\u5011\u9700\u8981\u77ad\u89e3\u5982\u4f55\u767c\u73fe\u98a8\u96aa\u4e26\u9632\u6b62\u640d\u5931\u3002\n\u4ed6\u5011\u5e0c\u671b\u8207\u4fdd\u96aa\u516c\u53f8\u5efa\u7acb\u66f4\u52a0\u500b\u4eba\u5316\u3001\u503c\u5f97\u4fe1\u8cf4\u7684\u95dc\u4fc2\u3002  <\/p>\n\n<p>\u9019\u7a2e\u56e0\u7d20\u7684\u7d44\u5408\u70ba\u4fdd\u96aa\u516c\u53f8\u63d0\u4f9b\u4e86\u4e00\u500b\u6a5f\u6703\uff1a\u5229\u7528\u73fe\u6709\u7684\u6e9d\u901a\u6e20\u9053\u9032\u884c\u6559\u80b2\u548c\u92b7\u552e\u3002<\/p>\n\n<h2 class=\"wp-block-heading\">\u7576\u4eca\u7684\u4fdd\u96aa\u5ba2\u6236\u9700\u8981\u4e86\u89e3\u4ec0\u9ebc\uff1f<\/h2>\n\n<p>AgencyBloc \u7684\u884c\u92b7\u54c1\u724c\u5c08\u5bb6 <a href=\"https:\/\/www.agencybloc.com\/resources\/client-prospect-relationships\/customer-experience\/what-customers-want-in-an-insurance-agent\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kelsey Rosauer<\/a> \u8868\u793a\uff0c\u7121\u8ad6\u4ed6\u5011\u662f\u76f4\u63a5\u8207\u4fdd\u96aa\u516c\u53f8\u5408\u4f5c\u9084\u662f\u901a\u904e\u4ee3\u7406\u4eba\uff0c\u7576\u4eca\u7684\u5ba2\u6236\u90fd\u5e0c\u671b\u7372\u5f97\u50f9\u503c\u3001\u5468\u5230\u3001\u5feb\u901f\u7684\u670d\u52d9\u548c\u5b89\u5168\u611f\uff0c\u5f9e\u800c\u589e\u5f37\u4fe1\u5fc3\u3002<\/p>\n\n<p>\u5ba2\u6236\u9084\u9700\u8981\u8cc7\u8a0a\u4f86\u5e6b\u52a9\u4ed6\u5011\u4e86\u89e3\u4ed6\u5011\u7684\u4fdd\u55ae\u3001\u4ed6\u5011\u53ef\u80fd\u9762\u81e8\u7684\u98a8\u96aa\u4ee5\u53ca\u54ea\u4e9b\u7b56\u7565\u53ef\u7528\u65bc\u7ba1\u7406\u9019\u4e9b\u98a8\u96aa\u3002\n\u4fdd\u96aa\u516c\u53f8\u53ef\u4ee5\u5229\u7528\u9019\u7a2e\u8cc7\u8a0a\u9700\u6c42\u4f86\u5efa\u7acb\u4fe1\u4efb\u4e26\u589e\u52a0\u50f9\u503c\uff0c\u5f9e\u800c\u52a0\u5f37\u5ba2\u6236\u95dc\u4fc2\u3002 <\/p>\n\n<p>Lightico \u7684 <a href=\"http:\/\/customerthink.com\/what-does-customer-experience-cx-in-insurance-look-like\/\" target=\"_blank\" rel=\"noreferrer noopener\">Howard Schulman<\/a> \u8868\u793a\uff0c\u5354\u4f5c\u9580\u6236\u7b49\u6578\u4f4d\u5de5\u5177\u53ef\u4ee5\u5e6b\u52a9\u4fdd\u96aa\u516c\u53f8\u8207\u5ba2\u6236\u5171\u7528\u95dc\u9375\u8cc7\u8a0a\uff0c\u4f8b\u5982\u5177\u9ad4\u7684\u4fdd\u55ae\u689d\u6b3e\u3001\u4fdd\u96aa\u5982\u4f55\u627f\u4fdd\u640d\u5931\u4ee5\u53ca\u627f\u4fdd\u54ea\u4e9b\u98a8\u96aa\u7684\u89e3\u91cb\u3002\n\u7576\u9019\u4e9b\u5de5\u5177\u8207\u96fb\u5b50\u7c3d\u540d\u548c\u6587\u6a94\u7b49\u9078\u9805\u76f8\u7d50\u5408\u6642\uff0c\u5373\u4f7f\u662f\u9700\u8981\u66f4\u591a\u5e6b\u52a9\u4f86\u77ad\u89e3\u5176\u653f\u7b56\u7684\u5ba2\u6236\u4e5f\u53ef\u4ee5\u5b8c\u6210\u6587\u66f8\u5de5\u4f5c\u4e26\u5b8c\u6210\u4ea4\u6613\uff0c\u800c\u7121\u9700\u7559\u51fa\u984d\u5916\u7684\u6642\u9593\u3002 <\/p>\n\n<p>\u5229\u7528\u6578\u5b57\u5e73\u81fa\u9084\u53ef\u4ee5\u8b93\u4fdd\u96aa\u516c\u53f8\u6253\u7834\u8cc7\u8a0a\u5b64\u5cf6\uff0c\u5426\u5247\u9019\u4e9b\u8cc7\u8a0a\u5b64\u5cf6\u53ef\u80fd\u6703\u5ef6\u9072\u6e9d\u901a\u4e26\u4f7f\u5ba2\u6236\u611f\u5230\u6cae\u55aa\u3002<\/p>\n\n<p>\u201c\u554f\u984c\u4e0d\u5728\u65bc [information] \u751f\u614b\u7cfb\u7d71\u8907\u96dc\uff0c\u800c\u5728\u65bc\u5229\u76ca\u76f8\u95dc\u8005\u5f7c\u6b64\u812b\u7bc0\u3002\n\u6240\u6709\u9019\u4e9b\u5229\u76ca\u76f8\u95dc\u8005\u90fd\u7121\u6cd5\u76f8\u4e92\u6e9d\u901a\uff0c\u56e0\u6b64\u5ba2\u6236\u7121\u6cd5\u6e96\u78ba\u6216\u53ca\u6642\u5730\u4e86\u89e3\u4ed6\u5011\u7684\u7d22\u8ce0\u6d41\u7a0b\u4e2d\u7684\u4f4d\u7f6e\uff0c\u201cQuadient \u7684 <a href=\"https:\/\/www.quadient.com\/blog\/why-insurance-companies-need-mind-gaps-when-it-comes-customer-experience\" target=\"_blank\" rel=\"noreferrer noopener\">Andi Dominguez<\/a> \u8aaa\u3002 <\/p>\n\n<p>\u5ba2\u6236\u53ef\u80fd\u6703\u56e0\u70ba\u767c\u73fe\u81ea\u5df1\u88ab\u8499\u5728\u9f13\u88e1\u800c\u611f\u5230\u6cae\u55aa\u3001\u60f1\u706b\u6216\u5931\u671b\u3002\n\u5e78\u904b\u7684\u662f\uff0c\u5c0d\u66f4\u5927\u500b\u4eba\u5316\u7684\u6e34\u671b\u4f7f\u8a31\u591a\u5ba2\u6236\u80fd\u5920\u63a5\u53d7\u91dd\u5c0d\u4ed6\u5011\u60c5\u6cc1\u91cf\u8eab\u5b9a\u88fd\u7684\u5167\u5bb9 &#8211; \u4f8b\u5982\uff0c\u6bcf\u7576\u4ed6\u5011\u5373\u5c07\u95dc\u9589\u623f\u5c4b\u6642\uff0c\u623f\u4e3b\u4fdd\u96aa\u6307\u5357\u3002 <\/p>\n\n<p>\u4f46\u4fdd\u96aa\u5ba2\u6236\u4e0d\u50c5\u5e0c\u671b\u5f9e\u4fdd\u96aa\u516c\u53f8\u90a3\u88e1\u7372\u5f97\u66f4\u591a\u8cc7\u8a0a\u3001\u5efa\u8b70\u6216\u6559\u80b2\u3002\n\u4ed6\u5011\u9084\u5e0c\u671b\u4ee5\u7279\u5b9a\u65b9\u5f0f\u50b3\u9054\u6b64\u8cc7\u8a0a\u3002 <\/p>\n\n<p>\u201c\u4fdd\u96aa\u6d88\u8cbb\u8005\u5e0c\u671b\u4fdd\u96aa\u516c\u53f8\u63d0\u4f9b\u66f4\u983b\u7e41\u3001\u66f4\u6e05\u6670\u548c\u66f4\u500b\u6027\u5316\u7684\u6e9d\u901a\uff0c\u4ee5\u53ca\u63d0\u9ad8\u8cbb\u7387\u548c\u8cbb\u7528\u7684\u900f\u660e\u5ea6\uff0c\u201d\u5b89\u6c38\u7814\u7a76\u4eba\u54e1 <a href=\"https:\/\/www.ey.com\/Publication\/vwLUAssets\/ey-the-why-and-how-of-simplified-customer-communications\/%24FILE\/ey-the-why-and-how-of-simplified-customer-communications.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Bernhard J. Klein Wassink\u3001Kaenan Hertz \u548c Melanie Henderson<\/a> \u5beb\u9053\u3002\n\u7c21\u5316\u5ba2\u6236\u901a\u4fe1\u53ef\u4ee5\u78ba\u4fdd\u5ba2\u6236\u4ee5\u4ed6\u5011\u60f3\u8981\u7684\u65b9\u5f0f\u63a5\u6536\u4ed6\u5011\u9700\u8981\u7684\u4fe1\u606f\uff0c\u5f9e\u800c\u6539\u5584\u9019\u4e9b\u5ba2\u6236\u95dc\u4fc2\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\/08\/phone-call-1024x683.jpg\" alt=\"\" class=\"wp-image-6454\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/phone-call-1024x683.jpg 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/phone-call-300x200.jpg 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/phone-call-768x512.jpg 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/phone-call.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">\u7576\u4eca\u5ba2\u6236\u5982\u4f55\u53c3\u8207\u4fdd\u96aa\u884c\u92b7<\/h2>\n\n<p>\u4fdd\u96aa\u5ba2\u6236\u53ef\u80fd\u6bd4\u5f80\u5e74\u66f4\u52a0\u61f7\u7591\u3002\n\u201c\u4ed6\u5011\u5f9e\u7d93\u9a57\u4e2d\u77ad\u89e3\u5230\uff0c\u8a31\u591a&#8217;\u89e3\u6c7a\u65b9\u6848&#8217;\u5f80\u5f80\u904e\u65bc\u7c21\u55ae\uff0c\u6c92\u6709\u9054\u5230\u76ee\u6a19\uff0c\u6216\u8005\u69cb\u601d\u4e0d\u5468\uff0c\u672a\u80fd\u514c\u73fe\u627f\u8afe\uff0c\u201dGrahamComm \u7684\u6240\u6709\u8005 <a href=\"https:\/\/www.insurancejournal.com\/magazines\/features\/2015\/08\/17\/378187.htm\" target=\"_blank\" rel=\"noreferrer noopener\">John Graham<\/a> \u8aaa\u3002 <\/p>\n\n<p>\u4fdd\u96aa\u5ba2\u6236\u8d8a\u4f86\u8d8a\u591a\u5730\u5728\u7db2\u4e0a\u8cfc\u8cb7\u4fdd\u96aa\u4e5f\u5c31\u4e0d\u8db3\u70ba\u5947\u4e86\u3002\n\u5728\u7dda\u96f6\u552e\u8cfc\u7269\u7684\u8208\u8d77\u63a8\u52d5\u4e86\u5c0d\u66f4\u900f\u660e\u3001\u500b\u4eba\u5316\u901a\u4fe1\u7684\u9700\u6c42\u3002\n\u5ba2\u6236\u8a8d\u70ba\uff0c\u5982\u679c\u6211\u5011\u53ea\u9700\u9ede\u64ca\u4e00\u500b\u6309\u9215\u5c31\u53ef\u4ee5\u8cb7\u5230\u978b\u5b50\u6216\u62ab\u85a9\uff0c\u70ba\u4ec0\u9ebc\u4e0d\u8cb7\u4fdd\u96aa\u5462\uff1f  <\/p>\n\n<p>\u4fdd\u96aa\u516c\u53f8\u7684\u6578\u4f4d\u5316\u65b9\u6cd5\u5f88\u91cd\u8981\u3002\n\u201c\u4fdd\u96aa\u516c\u53f8\u9700\u8981\u5c08\u6ce8\u65bc\u5728\u63d0\u4f9b\u8f15\u9b06\u7684\u8cfc\u7269\u9ad4\u9a57\u8207\u63d0\u4f9b\u7522\u54c1\u5dee\u7570\u5316\u548c\u5c08\u696d\u670d\u52d9\u4e4b\u9593\u7684\u5fae\u5999\u5e73\u8861\uff0c\u201dJ.D. Power \u7f8e\u570b\u4fdd\u96aa\u904b\u71df\u526f\u7e3d\u88c1 <a href=\"https:\/\/www.jdpower.com\/business\/press-releases\/2016-us-insurance-shopping-study\" target=\"_blank\" rel=\"noreferrer noopener\">Greg Hoeg<\/a> \u8aaa\u3002 <\/p>\n\n<p>JD Power \u7684\u4e00\u9805\u7814\u7a76\u767c\u73fe\uff0c74% \u7684\u8cfc\u7269\u8005\u4e0a\u7db2\u7814\u7a76\u4fdd\u96aa\u4e26\u6536\u96c6\u5831\u50f9\u3002\n\u7136\u800c\uff0cHoeg \u8aaa\uff0c\u76ee\u524d\u7684\u6578\u64da\u986f\u793a\uff0c\u53ea\u6709\u5927\u7d04 25% \u7684\u4eba\u6703\u5b8c\u6210\u8cfc\u8cb7\u3002 <\/p>\n\n<p>\u9019\u4e26\u4e0d\u662f\u8aaa\u4fdd\u96aa\u5ba2\u6236\u4e0d\u60f3\u5728\u7dda\u8cfc\u8cb7\u3002\n\u800c\u662f\u4ed6\u5011\u7684\u4fdd\u96aa\u516c\u53f8\u53ef\u80fd\u4e0d\u6703\u63d0\u4f9b\u4ee5\u6578\u4f4d\u65b9\u5f0f\u5b8c\u6210\u4ea4\u6613\u7684\u6a5f\u6703\u3002 <\/p>\n\n<p>\u4f8b\u5982\uff0cAllstate \u8a66\u5716\u901a\u904e\u5275\u5efa\u5176\u514d\u4e0b\u8eca\u7d22\u8ce0\u4e2d\u5fc3\u4f86\u5275\u65b0\u6c7d\u8eca\u4fdd\u96aa\u7d22\u8ce0\uff0c\u63d0\u4f9b 30 \u5206\u9418\u7684\u8a55\u4f30\u548c\u7d22\u8ce0\u9810\u7d04\u3002\n\u7136\u800c\uff0c\u5ba2\u6236\u4ecd\u7136\u89ba\u5f97\u9019\u500b\u904e\u7a0b\u5f88\u9ebb\u7169\u3002\n\u798f\u5e03\u65af\u7684 <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2018\/04\/19\/10-customer-experience-tips-for-insurance-in-2018\/#24cead855e2f\" target=\"_blank\" rel=\"noreferrer noopener\">Blake Morgan<\/a> \u5beb\u9053\uff0c\u7576 Allstate \u6539\u7528\u884c\u52d5\u8a55\u4f30\u61c9\u7528\u7a0b\u5f0f\u6642\uff0c\u8a72\u516c\u53f8\u5f9e\u5ba2\u6236\u90a3\u88e1\u6536\u5230\u4e86\u66f4\u597d\u7684\u53cd\u994b\u3002  <\/p>\n\n<p>\u201cAllstate \u4e0d\u53ea\u662f\u5275\u9020\u5b83\u8a8d\u70ba\u6709\u6548\u7684\u6771\u897f\uff0c\u800c\u662f\u50be\u807d\u5ba2\u6236\u7684\u610f\u898b\u4ee5\u627e\u5230\u66f4\u597d\u7684\u89e3\u6c7a\u65b9\u6848\uff0c\u201d\u6469\u6839\u8aaa\u3002\n\u611f\u89ba\u88ab\u50be\u807d\u7684\u5ba2\u6236\u66f4\u6709\u53ef\u80fd\u4fdd\u6301\u4ed6\u5011\u5c0d\u4fdd\u96aa\u516c\u53f8\u7684\u5fe0\u8aa0\u5ea6\uff0c\u5c24\u5176\u662f\u7576\u806f\u7e6b\u56e0\u6b64\u8b8a\u5f97\u66f4\u52a0\u5bb9\u6613\u6642\u3002 <\/p>\n\n<p>\u4eca\u5929\u7684\u5ba2\u6236\u4e0d\u50c5\u60f3\u5728\u7dda\u77ad\u89e3\u6216\u8cfc\u8cb7\u4fdd\u96aa\u3002\n\u4ed6\u5011\u4e5f\u60f3\u8981\u4e00\u7a2e\u7279\u5b9a\u985e\u578b\u7684\u5728\u7dda\u5b78\u7fd2\u548c\u8cfc\u8cb7\u9ad4\u9a57\u3002 <\/p>\n\n<p>NIIT Technologies \u7684\u4fdd\u96aa\u696d\u52d9\u8ca0\u8cac\u4eba <a href=\"https:\/\/www.niit-tech.com\/blog\/gamification-game-insurers-must-play\" target=\"_blank\" rel=\"noreferrer noopener\">Vikram Singh<\/a>\u8aaa\uff0c\u904a\u6232\u5316\u4f7f\u7528\u904a\u6232\u8a2d\u8a08\u5143\u7d20\u4f86\u6307\u5c0e\u975e\u904a\u6232\u74b0\u5883\u4e2d\u7684\u7528\u6236\u9ad4\u9a57\uff0c\u6bd4\u5982\u4fdd\u96aa\u3002\n\u904a\u6232\u5316\u53ef\u5e6b\u52a9\u4fdd\u96aa\u516c\u53f8\u5438\u5f15\u548c\u7559\u4f4f\u5ba2\u6236\u7684\u6ce8\u610f\u529b\u3001\u6536\u96c6\u8cc7\u8a0a\u3001\u63a8\u85a6\u7522\u54c1\u4e26\u5efa\u7acb\u95dc\u4fc2\u3002 <\/p>\n\n<p>\u904a\u6232\u5316\u662f\u5728\u7dda\u96f6\u552e\u8cfc\u7269\u9ad4\u9a57\u7684\u91cd\u8981\u7d44\u6210\u90e8\u5206\uff0c\u5b83\u7c21\u5316\u4e86\u5f9e\u670d\u88dd\u8cfc\u8cb7\u5230\u901f\u98df\u8a02\u55ae\u7684\u6240\u6709\u5167\u5bb9\u3002\n\u5b83\u5c08\u6ce8\u65bc\u6d41\u66a2\u3001\u5f15\u4eba\u5165\u52dd\u7684\u5ba2\u6236\u9ad4\u9a57\u5df2\u6210\u70ba\u8a31\u591a\u5ba2\u6236\u7684\u5e38\u614b\u3002\n\u7576\u8cfc\u8cb7\u4fdd\u96aa\u4e0d\u7b26\u5408\u9019\u7a2e\u671f\u671b\u6642\uff0c\u5ba2\u6236\u53ef\u80fd\u6703\u611f\u5230\u6cae\u55aa\u3002  <\/p>\n\n<p>Singh \u8aaa\uff1a\u300c\u96a8\u8457\u5ba2\u6236\u671f\u671b\u7684\u6839\u672c\u8b8a\u5316\u548c\u5c0d\u6f2b\u9577\u3001\u6f2b\u9577\u6d41\u7a0b\u7684\u4f4e\u5bb9\u5fcd\u5ea6\uff0c\u4fdd\u96aa\u696d\u52d9\u7684\u8f49\u6369\u9ede\u662f\u5b83\u59cb\u7d42\u5982\u4e00\u5730\u63d0\u4f9b\u7684\u9ad4\u9a57\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\/08\/work-at-coffeeshop-1024x683.jpg\" alt=\"\" class=\"wp-image-6464\" srcset=\"https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/work-at-coffeeshop-1024x683.jpg 1024w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/work-at-coffeeshop-300x200.jpg 300w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/work-at-coffeeshop-768x512.jpg 768w, https:\/\/bolttech.io\/wp-content\/uploads\/2024\/08\/work-at-coffeeshop.jpg 1200w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n<h2 class=\"wp-block-heading\">\u4fdd\u96aa\u516c\u53f8\u7684\u6e9d\u901a\u6280\u5de7<\/h2>\n\n<p>Zuhlke Engineering Ltd. \u7684 <a href=\"https:\/\/www.zuehlke.com\/blog\/en\/insurance-top-three-insurance-customer-needs-in-2019\/\" target=\"_blank\" rel=\"noreferrer noopener\">Lukas Urech \u548c Marco Balzarini<\/a> \u8868\u793a\uff0c\u7576\u4eca\u7684\u4fdd\u96aa\u5ba2\u6236\u8981\u6c42\u4fdd\u96aa\u516c\u53f8\u63d0\u4f9b\u7c21\u55ae\u6027\u3001\u9748\u6d3b\u6027\u548c\u53ef\u4fe1\u5ea6\u3002<\/p>\n\n<p>\u524d\u5169\u500b\u8981\u7d20\u5074\u91cd\u65bc\u7372\u53d6\u7b56\u7565\u672c\u8eab\u7684\u904e\u7a0b\u3002\nUrech \u548c Balzarini \u8868\u793a\uff0c\u4fdd\u96aa\u5ba2\u6236\u5e0c\u671b\u80fd\u5920\u7acb\u5373\u770b\u5230\u50f9\u683c\uff0c\u4ed6\u5011\u5e0c\u671b\u80fd\u5920\u5feb\u901f\u8cfc\u8cb7\u4fdd\u55ae\u3002\n\u5ba2\u6236\u9084\u5e0c\u671b\u80fd\u5920\u5728\u9700\u8981\u6642\u8f15\u9b06\u66f4\u63db\u4fdd\u55ae\u548c\u4fdd\u96aa\u516c\u53f8\u3002  <\/p>\n\n<p>\u53ef\u4fe1\u5ea6\u70ba\u5ba2\u6236\u95dc\u4fc2\u5960\u5b9a\u4e86\u57fa\u790e\u3002\n\u9664\u975e\u51fa\u73fe\u554f\u984c\uff0c\u5426\u5247\u4fdd\u96aa\u5ba2\u6236\u901a\u5e38\u4e0d\u6703\u806f\u7e6b\u4ed6\u5011\u7684\u4fdd\u96aa\u516c\u53f8\uff0c\u5728\u9ad8\u58d3\u529b\u60c5\u6cc1\u4e0b\uff0c\u5ba2\u6236\u5e0c\u671b\u4ed6\u5011\u7684\u4fdd\u96aa\u516c\u53f8\u662f\u53ef\u9760\u7684\u3002\n\u201c\u4fdd\u96aa\u516c\u53f8\u53ea\u6709\u5728\u6709\u4fe1\u5fc3\u7684\u60c5\u6cc1\u4e0b\u624d\u80fd\u7559\u4f4f\u5ba2\u6236\uff0c\u4e26\u4e14\u9019\u7a2e\u4fe1\u5fc3\u6703\u5b9a\u671f\u548c\u6301\u4e45\u5730\u5f97\u5230\u63d0\u5347\uff0c\u201dUrech \u548c Balzarini \u8aaa\u3002  <\/p>\n\n<p>\u5728\u67d0\u4e9b\u60c5\u6cc1\u4e0b\uff0c\u4fe1\u4efb\u53ea\u662f\u901a\u904e\u50be\u807d\u548c\u6df1\u601d\u719f\u616e\u7684\u56de\u61c9\u4f86\u5efa\u7acb\u7684\u3002\n\u201c\u5ba2\u6236\u5728\u8209\u8fa6\u6d3b\u52d5\u6642\u5e0c\u671b\u4e86\u89e3\u4ed6\u5011\u7684\u500b\u4eba\u60c5\u6cc1\uff0c\u4ed6\u5011\u6b63\u5728\u5c0b\u627e\u8aac\u660e\u4ed6\u5011\u61c9\u5c0d\u7684\u4eba\uff0c\u201dIBM \u7684 <a href=\"https:\/\/v12data.com\/blog\/rising-importance-customer-relationships-insurance-industry\/\" target=\"_blank\" rel=\"noreferrer noopener\">Lynn Kesterson Townes<\/a> \u8aaa\u3002 <\/p>\n\n<p>\u8a31\u591a\u4fdd\u96aa\u5ba2\u6236\u66f4\u63db\u4fdd\u96aa\u516c\u53f8\u662f\u56e0\u70ba\u4ed6\u5011\u6c92\u6709\u6a5f\u6703\u5efa\u7acb\u5fe0\u8aa0\u5ea6\u3002\n\u4ed6\u5011\u7684\u4fdd\u96aa\u516c\u53f8\u6c92\u6709\u8207\u4ed6\u5011\u6e9d\u901a\uff0c\u932f\u904e\u4e86\u9019\u500b\u6a5f\u6703\u3002 <\/p>\n\n<p>SAS \u7684 <a href=\"https:\/\/www.cmswire.com\/customer-experience\/the-insurance-industry-plays-catch-up-with-customer-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">Oliver Borner<\/a> \u8868\u793a\uff0c\u5168\u7403\u8d85\u904e 90% \u7684\u4fdd\u96aa\u516c\u53f8\u751a\u81f3\u4e00\u5e74\u4e0d\u8207\u5ba2\u6236\u6e9d\u901a\u4e00\u6b21\uff0c\u5c0e\u81f4 20% \u5230 40% \u7684\u5ba2\u6236\u7fa4\u6c92\u6709\u6536\u5230\u4fdd\u96aa\u516c\u53f8\u7684\u4efb\u4f55\u6d88\u606f\u3002<\/p>\n\n<p>Borner \u8aaa\uff1a\u201c\u9452\u65bc\u4e92\u52d5\u6709\u9650\uff0c\u4fdd\u96aa\u516c\u53f8\u5fc5\u9808\u6293\u4f4f\u6bcf\u4e00\u500b\u6a5f\u6703\u63d0\u4f9b\u6a21\u7bc4\u5ba2\u6236\u9ad4\u9a57\uff0c\u540c\u6a23\u91cd\u8981\u7684\u662f\uff0c\u9019\u4e9b\u4e92\u52d5\u4e0d\u80fd\u4ee5\u92b7\u552e\u70ba\u4e2d\u5fc3\u3002\n\u201c\u76f8\u53cd\uff0c\u4fdd\u96aa\u516c\u53f8\u61c9\u8a72\u52aa\u529b\u6210\u70ba\u5ba2\u6236\u503c\u5f97\u4fe1\u8cf4\u7684\u9867\u554f\u3002\u201d <\/p>\n\n<p>\u6559\u80b2\u5ba2\u6236\u70ba\u4fdd\u96aa\u516c\u53f8\u63d0\u4f9b\u4e86\u4e00\u500b\u5b9a\u671f\u6e9d\u901a\u7684\u6a5f\u6703\uff0c\u800c\u4e0d\u6703\u767c\u751f\u92b7\u552e\u6216\u640d\u5931\u4e8b\u4ef6\uff0c\u5f9e\u800c\u7834\u58de\u5ba2\u6236\u95dc\u4fc2\u7684\u7a69\u5b9a\u6027\u3002<\/p>\n\n<p>\u5c07\u60a8\u7684\u516c\u53f8\u5b9a\u4f4d\u70ba\u8cc7\u8a0a\u548c\u5efa\u8b70\u7684\u9996\u9078\u4f86\u6e90\uff0c\u6709\u52a9\u65bc\u60a8\u8207\u5ba2\u6236\u5efa\u7acb\u4fe1\u4efb\u3002\n\u5b83\u5275\u9020\u4e86\u4e00\u7a2e\u53ef\u9760\u6027\uff0c\u4fdd\u96aa\u5ba2\u6236\u5728\u9047\u5230\u58d3\u529b\u6216\u707d\u96e3\u6642\u6703\u6c42\u52a9\u65bc\u9019\u7a2e\u53ef\u9760\u6027\u3002 <\/p>\n\n<p><em>\u5716\u7247\u63d0\u4f9b\uff1a <a href=\"https:\/\/www.rawpixel.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">rawpixel.com<\/a>\uff0c <a href=\"https:\/\/unsplash.com\/@theeastlondonphotographer\" target=\"_blank\" rel=\"noreferrer noopener\">Ehimetalor Unuabona<\/a>\uff0c <a href=\"https:\/\/unsplash.com\/@just_amelo\" target=\"_blank\" rel=\"noreferrer noopener\">Amel Majanovic<\/a><\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>\u7db2\u4e0a\u8cfc\u7269\u548c\u96fb\u5b50\u901a\u4fe1\u6539\u8b8a\u4e86\u4fdd\u96aa\u5ba2\u6236\u8cfc\u8cb7\u4fdd\u96aa\u3001\u77ad\u89e3\u53ef\u9810\u9632\u98a8\u96aa\u4ee5\u53ca\u8207\u4fdd\u96aa\u516c\u53f8\u6e9d\u901a\u7684\u65b9\u5f0f\u3002 \u7136\u800c\uff0c\u4fdd\u96aa\u516c\u53f8\u5728\u8abf\u6574\u5176\u7ba1\u9053 [&hellip;]<\/p>\n","protected":false},"featured_media":6476,"template":"","insight-category":[],"class_list":["post-21074","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight\/21074","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/types\/insight"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/media\/6476"}],"wp:attachment":[{"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/media?parent=21074"}],"wp:term":[{"taxonomy":"insight-category","embeddable":true,"href":"https:\/\/bolttech.io\/zh-hant\/wp-json\/wp\/v2\/insight-category?post=21074"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}