{"id":44524,"date":"2026-02-12T08:26:22","date_gmt":"2026-02-12T07:26:22","guid":{"rendered":"https:\/\/www.organisator.ch\/de\/?p=44524"},"modified":"2026-02-12T08:26:22","modified_gmt":"2026-02-12T07:26:22","slug":"schweizer-unternehmen-setzen-beim-customer-experience-management-vermehrt-auf-ki","status":"publish","type":"post","link":"https:\/\/www.organisator.ch\/it\/marketing\/2026-02-12\/schweizer-unternehmen-setzen-beim-customer-experience-management-vermehrt-auf-ki\/","title":{"rendered":"Le aziende svizzere si affidano sempre pi\u00f9 all'IA per la gestione della customer experience"},"content":{"rendered":"
\"\"
Fonte: HSLU<\/figcaption><\/figure>\n

Le aziende svizzere sono pi\u00f9 positive rispetto agli anni passati per quanto riguarda i loro progressi nella gestione dell'esperienza del cliente. \u00c8 quanto emerge dallo studio Swiss CEX condotto dall'Universit\u00e0 di Scienze Applicate e Arti di Lucerna in collaborazione con Nexa Consulting. Rispetto all'anno precedente (53%), il livello di maturit\u00e0 ha raggiunto un nuovo massimo del 59%. L'accelerazione di questo sviluppo dal 2023 \u00e8 particolarmente notevole: Si \u00e8 registrato un miglioramento consistente sia nella Svizzera tedesca che in quella francese.<\/p>\n

Le misure entrano in vigore<\/h3>\n

Il livello di maturit\u00e0 si basa sulla valutazione di 14 criteri individuali relativi alla gestione dell'esperienza del cliente nelle aziende. \u00c8 una misura dei progressi compiuti dalle aziende in generale e nelle varie sottoaree.<\/p>\n

Quasi il 60% delle aziende intervistate ha dichiarato che la customer experience offerta \u00e8 migliorata nell'ultimo anno. I responsabili giudicano sempre pi\u00f9 efficaci le loro misure. Lo studio mostra quindi non solo ambizioni crescenti, ma anche una crescente professionalizzazione nell'area della customer experience.<\/p>\n

L'intelligenza artificiale sta diventando sempre pi\u00f9 importante<\/h3>\n

Un dato fondamentale dello studio di quest'anno \u00e8 il rapido sviluppo dell'area della customer experience e dell'intelligenza artificiale. Mentre due anni fa i progetti di IA non avevano praticamente alcun ruolo, entro il 2025 saranno una realt\u00e0 in molte aziende. Sebbene la portata e il grado di maturit\u00e0 delle implementazioni varino notevolmente, l'IA si \u00e8 chiaramente affermata nel contesto della customer experience.<\/p>\n

I chatbot sono i pi\u00f9 diffusi e sono gi\u00e0 stati implementati in circa il 40% delle aziende, rispetto al 20% nel 2024. Anche i voicebot stanno facendo progressi, ma la maggior parte \u00e8 ancora in fase di discussione. Altre soluzioni, come l'identificazione biometrica vocale, \u00abnon sono un problema\u00bb per la grande maggioranza degli intervistati.<\/p>\n

\u00abI progressi nel campo dell'IA sono stati notevoli negli ultimi due anni. Sar\u00e0 interessante vedere quali sviluppi potremo registrare nello studio di anniversario alla fine del 2026\u00bb, afferma l'autore dello studio Michael Grund.<\/p>\n

Investimenti stabili - attenzione ai dipendenti e ai processi<\/h3>\n

Circa il 50% delle aziende prevede investimenti stabili per il 2026, mentre il 35% prevede un aumento. Gli obiettivi pi\u00f9 importanti continuano a essere l'aumento della soddisfazione dei clienti, la loro fidelizzazione e il rafforzamento del marchio. La formazione dei dipendenti \u00e8 ancora una volta considerata un'area di investimento chiave, seguita dalle iniziative di intelligenza artificiale e dall'ottimizzazione dei processi.<\/p>\n

Informazioni sullo studio Swiss CEX<\/h3>\n

\u00c8 stata pubblicata la 9a edizione dello Studio Swiss CEX. Grazie alla collaborazione di tre istituti dell'Universit\u00e0 di Scienze Applicate e Arti di Lucerna (Istituto di Economia Aziendale e Regionale, Istituto di Comunicazione e Marketing e Istituto di Servizi Finanziari di Zugo) e del partner Nexa Consulting, lo Studio CEX svizzero combina competenze pratiche di consulenza con una base scientifica.<\/p>\n

La valutazione si basa su 14 affermazioni individuali che coprono tre aree chiave: Visione e Leadership (compresa la strategia, l'ancoraggio alla gestione, le risorse), Interazione e Intelligenza (interazione con i clienti, gestione dei dati e delle conoscenze, sviluppo dei prodotti) ed Eccellenza e Performance (processi, tecnologia, sistemi di misurazione, redditivit\u00e0).<\/p>\n

Ulteriori informazioni e lo studio completo sono disponibili al seguente indirizzo www.hslu.ch<\/a>.<\/em><\/p>","protected":false},"excerpt":{"rendered":"

L'esperienza del cliente \u00e8 diventata molto pi\u00f9 importante nelle aziende svizzere. Lo studio Swiss CEX dell'Universit\u00e0 di Scienze Applicate e Arti di Lucerna ha registrato un nuovo massimo del 59% in termini di maturit\u00e0. Particolarmente degno di nota \u00e8 il fatto che i progetti di IA, che due anni fa non avevano praticamente alcun ruolo, entro il 2025 saranno una realt\u00e0 in molte aziende.<\/p>","protected":false},"author":107,"featured_media":44530,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"Customer Experience","_yoast_wpseo_metadesc":"Schweizer Unternehmen erreichen beim Customer Experience Management einen Reifegrad von 59 Prozent. 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