{"id":23725,"date":"2023-12-05T14:34:52","date_gmt":"2023-12-05T13:34:52","guid":{"rendered":"https:\/\/www.organisator.ch\/?p=23725"},"modified":"2023-12-05T10:38:04","modified_gmt":"2023-12-05T09:38:04","slug":"customer-experience-im-fokus-unternehmen-schulen-ihre-mitarbeitenden","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/it\/marketing\/2023-12-05\/customer-experience-im-fokus-unternehmen-schulen-ihre-mitarbeitenden\/","title":{"rendered":"Focus sull'esperienza del cliente: le aziende formano i propri dipendenti"},"content":{"rendered":"<figure id=\"attachment_23726\" aria-describedby=\"caption-attachment-23726\" style=\"width: 680px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-23726\" src=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/Customer-Experience_Bild1_ps.jpg\" alt=\"\" width=\"680\" height=\"453\" srcset=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/Customer-Experience_Bild1_ps.jpg 680w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/Customer-Experience_Bild1_ps-18x12.jpg 18w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/Customer-Experience_Bild1_ps-375x250.jpg 375w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/Customer-Experience_Bild1_ps-525x350.jpg 525w\" sizes=\"auto, (max-width: 680px) 100vw, 680px\" \/><figcaption id=\"caption-attachment-23726\" class=\"wp-caption-text\">La HWZ Hochschule der Wirtschaft Z\u00fcrich, in collaborazione con nexa Consulting, fa luce sui cambiamenti e le sfide nell'area della customer experience (CEX) per il 2023 in Svizzera. (Immagine: www.pexels.com)<\/figcaption><\/figure>\n<p>L'ultimo studio sullo sviluppo della customer experience, condotto dalla HWZ Hochschule der Wirtschaft Z\u00fcrich in collaborazione con nexa Consulting, fa luce sui cambiamenti e le sfide nell'area della customer experience (CEX) per il 2023 in Svizzera. L'indagine, a cui hanno partecipato 132 aziende della Svizzera francese e tedesca, rivela chiare tendenze e aree in cui le aziende stanno pianificando miglioramenti e investimenti per garantire una customer experience di prima classe.<\/p>\n<p>Il Prof. Michael Grund, responsabile del corso di laurea in HWZ, individua due aspetti principali che influenzano in modo significativo l'esperienza del cliente: <br \/>\n\"Se un'azienda non sa dove vuole arrivare in termini di CEX o se le persone in azienda - tutte - non sono \"a bordo\", allora la customer experience \u00e8 un argomento difficile\".<\/p>\n<figure id=\"attachment_23727\" aria-describedby=\"caption-attachment-23727\" style=\"width: 680px\" class=\"wp-caption alignnone\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-23727\" src=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/HWZ_Michael-Grund_051223_Bild2_ps.jpg\" alt=\"\" width=\"680\" height=\"454\" srcset=\"https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/HWZ_Michael-Grund_051223_Bild2_ps.jpg 680w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/HWZ_Michael-Grund_051223_Bild2_ps-18x12.jpg 18w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/HWZ_Michael-Grund_051223_Bild2_ps-375x250.jpg 375w, https:\/\/www.organisator.ch\/wp-content\/uploads\/2023\/12\/HWZ_Michael-Grund_051223_Bild2_ps-524x350.jpg 524w\" sizes=\"auto, (max-width: 680px) 100vw, 680px\" \/><figcaption id=\"caption-attachment-23727\" class=\"wp-caption-text\">Prof Michael Grund - Responsabile del programma di laurea dell'HWZ. (Immagine: www.fh-hwz.ch)<\/figcaption><\/figure>\n<h3><strong>Importanza dell'esperienza del cliente<\/strong><\/h3>\n<p>Quest'anno, 75% dei partecipanti ritengono che il tema della customer experience sia importante o molto importante nelle loro organizzazioni. Le differenze tra le regioni linguistiche rimangono notevoli, con 88% nella Svizzera francese e 66% nella Svizzera tedesca che ne sottolineano l'importanza. Nei prossimi tre anni, sia le aziende di lingua francese che quelle di lingua tedesca prevedono che l'esperienza del cliente diventer\u00e0 sempre pi\u00f9 importante sia per le loro organizzazioni che per il settore.<\/p>\n<p>Le priorit\u00e0 per il 2024 si basano sulle sfide identificate nello studio per quanto riguarda l'esperienza del cliente. Le aziende investono quindi principalmente nella formazione dei dipendenti, nella definizione di una strategia o visione CX per l'azienda, nell'ottimizzazione dei punti di contatto online e nei processi incentrati sul cliente.<\/p>\n<p>\"Dal 2017 le aziende si chiedono se sono in grado di offrire ai propri clienti un'esperienza omogenea e senza soluzione di continuit\u00e0 su tutti i canali. Non sorprende quindi che l'ottimizzazione dei touchpoint digitali e dei processi dei clienti sia una delle 3 principali priorit\u00e0 per il 2024\", afferma Anne-Laure Vaudan di nexa Consulting, aggiungendo: \"\u00c8 anche interessante osservare come queste sfide si evolvono nel tempo. Questo vale anche per l'implementazione di progetti di IA che, secondo i risultati dello studio, sono attualmente soprattutto in fase di pianificazione\".<\/p>\n<h3><strong>Formazione e miglioramento dell'esperienza del cliente<\/strong><\/h3>\n<p>I motivi principali per cui si investe nella customer experience sono la fidelizzazione dei clienti, l'aumento della loro soddisfazione e la differenziazione o il rafforzamento del marchio. Le priorit\u00e0 per il 2024 riflettono ampiamente le sfide associate alla customer experience identificate nello studio. Di conseguenza, le aziende stanno pensando di investire principalmente nella formazione dei dipendenti, nella definizione di una strategia o visione CEX e nel miglioramento dei canali digitali e dei processi incentrati sul cliente. I budget previsti per la customer experience dovrebbero rimanere stabili nel prossimo anno.<\/p>\n<p><em>Fonte: <a href=\"https:\/\/fh-hwz.ch\/\">www.fh-hwz.ch<\/a><\/em><\/p>","protected":false},"excerpt":{"rendered":"<p>Nell'anno in corso, 75% degli intervistati del nuovo studio CEX della HWZ Zurich School of Business e di nexa Consulting considerano la customer experience nelle loro aziende importante o molto importante. Nella Svizzera francese, l'importanza \u00e8 particolarmente elevata, con 88% degli intervistati che classificano l'argomento come rilevante. <\/p>","protected":false},"author":58,"featured_media":23726,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Customer Experience","_yoast_wpseo_metadesc":"75% der Befragten der neuen CEX-Studie der HWZ und der nexa Consulting betrachten das Kundenerlebnis in ihren Unternehmen als wichtig oder sehr wichtig.","articlekey":"","footnotes":""},"categories":[29],"tags":[139,339,424,459,492],"class_list":["post-23725","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing","tag-customer-experience","tag-marketing","tag-schweiz","tag-studie","tag-unternehmen"],"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 im Fokus: Unternehmen schulen ihre Mitarbeitenden - 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