{"id":11794,"date":"2021-12-14T07:00:12","date_gmt":"2021-12-14T06:00:12","guid":{"rendered":"https:\/\/www.organisator.ch\/?p=9008"},"modified":"2021-12-14T07:00:12","modified_gmt":"2021-12-14T06:00:12","slug":"customer-experience-2022-analog-verschmilzt-mit-digital","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/it\/marketing\/2021-12-14\/customer-experience-2022-analog-verschmilzt-mit-digital\/","title":{"rendered":"Customer Experience 2022: l'analogico si fonde con il digitale"},"content":{"rendered":"<figure id=\"attachment_9009\" aria-describedby=\"caption-attachment-9009\" style=\"width: 680px\" class=\"wp-caption alignnone\"><a href=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2021\/12\/Customer-Experience-2022-Analog-verschmilzt-mit-Digital_Organisator.jpg\"><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-9009\" src=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2021\/12\/Customer-Experience-2022-Analog-verschmilzt-mit-Digital_Organisator.jpg\" alt=\"\" width=\"680\" height=\"486\" \/><\/a><figcaption id=\"caption-attachment-9009\" class=\"wp-caption-text\">Secondo il Prof. Dr. Michael Grund dell'HZW, nel 2022 l'esperienza del cliente sar\u00e0 riconosciuta in tutte le aziende come un fattore centrale di successo con un'importanza crescente. (Immagine: HWZ)<\/figcaption><\/figure>\n<p>Dopo anni di stagnazione e di pensiero a silos, bisogna creare una nuova cultura aziendale che permetta di ottimizzare i canali digitali, rafforzare l'innovazione e lo sviluppo dei prodotti e professionalizzare le analisi dei clienti. Questa \u00e8 la conclusione del 5\u00b0 studio CEX della HWZ Hochschule f\u00fcr Wirtschaft Z\u00fcrich, che viene condotto annualmente in collaborazione con la societ\u00e0 di consulenza nexa Consulting.<\/p>\n<h2>L'esperienza del cliente come fattore chiave di successo<\/h2>\n<p>\"L'esperienza del cliente \u00e8 riconosciuta da tutte le aziende come un fattore centrale di successo con un'importanza in rapida crescita per il 2022\", dice il Prof. Dr. Michael Grund, capo del dipartimento di marketing e comunicazione aziendale presso l'HWZ. Pi\u00f9 del 75 per cento delle 229 aziende partecipanti di diversi settori della Svizzera tedesca e francese, che sono state intervistate in uno studio annuale tra l'inizio di luglio e la fine di settembre, sono dell'opinione che il tema della customer experience \u00e8 diventato ancora pi\u00f9 importante nella loro azienda rispetto all'anno precedente. Tuttavia, secondo l'indagine, tre grandi sfide si frappongono alla Customer Experience 2022: la mancanza di soluzioni IT, la mancanza di processi e competenze, e la trasformazione solo parziale della cultura aziendale percepita in modo conservatore. \"Quest'anno, l'importanza dell'esperienza del cliente nelle aziende sta aumentando. Ci sono diversi fattori che sostengono questa constatazione. In primo luogo, le aziende hanno deciso di destinare risorse aggiuntive sotto forma di budget all'esperienza del cliente. In secondo luogo, i team specializzati in CX stanno diventando pi\u00f9 professionali e alcune aziende hanno persino cambiato la loro struttura organizzativa per creare dipartimenti dedicati alla gestione della customer experience\", sottolinea Anne-Laure Vaudan di nexa.<\/p>\n<h2><strong>Priorit\u00e0 per l'esperienza del cliente 2022<\/strong><\/h2>\n<p>Dopo le incertezze durante le prime ondate della crisi Corona, le aziende sono ora in uno stato d'animo parzialmente positivo. Pi\u00f9 di tre quarti di loro prevedono di investire nell'area della customer experience nel 2022. Si tratta di ottimizzare i seguenti tre punti focali:<\/p>\n<ol>\n<li><strong>L'ottimizzazione dei canali digitali ha la priorit\u00e0 assoluta: <\/strong>Un'esperienza cliente omogenea dovrebbe essere offerta su tutti i canali (approccio omnichannel). La maggior parte delle aziende prevede di stabilizzare o aumentare i loro budget per la customer experience nel 2022.<\/li>\n<li><strong>Innovazione e ulteriore sviluppo di prodotti e servizi: <\/strong>I bisogni e i desideri dei clienti devono essere incorporati ancora pi\u00f9 chiaramente, rapidamente e agilmente nello sviluppo di nuovi servizi e prodotti.<\/li>\n<li><strong>Comunicazione e formazione del personale: <\/strong>Sviluppare e rafforzare i processi incentrati sul cliente. Rafforzare il video marketing e le esperienze omnichannel che funzionano. Integrare la voce del cliente nello sviluppo dell'azienda. I dati raccolti dai clienti devono essere interpretati in modo specifico per il gruppo target e incorporati rapidamente nello sviluppo dei servizi e dei prodotti (gestione dei clienti\/dopo vendita).<\/li>\n<\/ol>\n<p><em>Fonte: <a href=\"http:\/\/www.fh-hwz.ch\">HWZ<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>Nach Jahren der Stagnation und Silodenken m\u00fcsse eine neue Unternehmenskultur geschaffen werden, die es erlaubt, digitale Kan\u00e4le zu optimieren, Innovation und Entwicklung von Produkten zu st\u00e4rken und Kundenanalysen zu professionalisieren. Zu diesem Schluss kommt die 5. CEX-Studie der HWZ Hochschule f\u00fcr Wirtschaft Z\u00fcrich, die j\u00e4hrlich in Zusammenarbeit mit dem Beratungsunternehmen nexa Consulting durchgef\u00fchrt wird. Kundenerlebnis [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":11596,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Customer Experience 2022","_yoast_wpseo_metadesc":"Die zentrale Herausforderung f\u00fcr Customer Experience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.","articlekey":"","footnotes":""},"categories":[29],"tags":[139,339,459],"class_list":["post-11794","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-customer-experience","tag-marketing","tag-studie"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Experience 2022: Analog verschmilzt mit Digital - Organisator<\/title>\n<meta name=\"description\" content=\"Die zentrale Herausforderung f\u00fcr Customer Experience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.organisator.ch\/it\/marketing\/2021-12-14\/customer-experience-2022-analog-verschmilzt-mit-digital\/\" \/>\n<meta property=\"og:locale\" content=\"it_IT\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Experience 2022: Analog verschmilzt mit Digital\" \/>\n<meta property=\"og:description\" content=\"Die zentrale Herausforderung f\u00fcr Customer Experience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.organisator.ch\/it\/marketing\/2021-12-14\/customer-experience-2022-analog-verschmilzt-mit-digital\/\" \/>\n<meta property=\"og:site_name\" content=\"Organisator\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OrganisatorFachmagazin\" \/>\n<meta property=\"article:published_time\" content=\"2021-12-14T06:00:12+00:00\" \/>\n<meta name=\"author\" content=\"thomas.berner\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Customer #Experience 2022: #Analog verschmilzt mit #Digital\" \/>\n<meta name=\"twitter:description\" content=\"Die zentrale Herausforderung f\u00fcr #CustomerExperience 2022 lieg gem\u00e4ss einer Studie in der produktiven Verkn\u00fcpfung analoger und digitaler Erlebniswelten.\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\"},\"author\":{\"name\":\"thomas.berner\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#\\\/schema\\\/person\\\/6f650f90b2842cd4c0cc334b4e36f67e\"},\"headline\":\"Customer Experience 2022: Analog verschmilzt mit Digital\",\"datePublished\":\"2021-12-14T06:00:12+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\"},\"wordCount\":439,\"publisher\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.organisator.ch\\\/wp-content\\\/uploads\\\/2021\\\/12\\\/Customer-Experience-2022-Analog-verschmilzt-mit-Digital_Organisator.jpg\",\"keywords\":[\"Customer Experience\",\"Marketing\",\"Studie\"],\"articleSection\":[\"MARKETING\"],\"inLanguage\":\"it-IT\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\",\"url\":\"https:\\\/\\\/www.organisator.ch\\\/marketing\\\/2021-12-14\\\/customer-experience-2022-analog-verschmilzt-mit-digital\\\/\",\"name\":\"Customer Experience 2022: Analog verschmilzt mit Digital - 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