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比特派钱包官网下载苹果|cx

作者：比特派钱包官网下载苹果

2024-03-07 18:03:08

國泰 | 預訂航班與躍升生活享受

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你正在使用我們不支援的瀏覽器。如要享受最佳網站使用體驗，我們建議你升級至更新版本的瀏覽器—請參閱我們的支援瀏覽器清單。跳至主要內容國泰商旅搜索協助與支援航班航班概覽最新票價及優惠發掘最優惠票價每週精選之旅學生機票優惠僱傭機票優惠預訂你的航班兌換你的里數以「里數加現金」付款會籍積分及里數計算器我們飛往的航點航班時間表旅遊要求獲取靈感啟發下趟旅程保留票價探索大灣區管理你的預訂網上預辦登機自助訂位管理服務升級你的航班體驗行李資訊最新旅遊提示查詢你的航班狀況航班延誤及取消重新訂位及退款選乘我們的航班客艙級別機上體驗貴賓室機場資訊客機及機隊乘客支援飛向更藍天｢寰宇一家」旅遊旅遊概覽以現金預訂預訂國泰嚴選套票預訂套票預訂酒店租車靈感以里數預訂兌換酒店兌換租車首爾傳統韓屋體驗直接於官網預訂管理行程管理酒店及套票預訂管理兌換的旅遊獎勵管理 Hertz 預訂假期靈感探索難忘的旅遊及生活品味體驗旅遊靈感首爾傳統韓屋體驗旅遊合作夥伴購物購物概覽國泰品味新到貨品主頁身心健旅美食與美酒旅遊靈感國泰設於太古城中心的首間實體店於國泰品味使用「里數加現金」消費透過我們的網上購物合作夥伴累積里數我們的購物合作夥伴網上合作夥伴零售合作夥伴身心健旅身心健旅概覽你的身心健旅計劃信諾健康保險Chubb 旅遊保險我們的身心健旅合作夥伴靈感了解信諾醫療保險了解Chubb旅遊保險開展身心健旅餐飲餐飲概覽我們的餐廳合作夥伴靈感支付支付概覽聯營信用卡聯營信用卡獨家優惠銀行與投資其他付款合作夥伴靈感限時額外迎新奬賞享高達9,000里數或HKD900國泰信用額會籍國泰會員關於該計劃會籍積分賺取里數，兌換獎勵會籍級別禮遇靈感會員賬戶我的賬戶會籍概覽最新交易管理里數禮遇及獎賞更新資料更改兌換名單登記賺取里數，兌換獎勵登入／登記歡迎，里數結餘NaN會籍積分結餘NaN賬戶概覽我的賬戶

更新資料

最新交易「亞洲萬里通」里數及會籍積分禮遇及獎賞登出搜索搜尋國泰航空請輸入搜尋關鍵字快速連結渣打國泰 Mastercard網上預辦登機自助訂位管理服務行李須知航班狀況攜帶寵物外遊旅遊要求學生專享優惠延長里數有效期優惠無線網絡及連接服務請升級您的網頁瀏覽器

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更新資料

最新交易「亞洲萬里通」里數及會籍積分禮遇及獎賞登出通告中心最新消息無訊息。檢視資料預訂行程管理行程預訂航班鐵路與航空

兌換機票酒店航班 + 酒店多個目的地／中途停留選擇出發城市出發地點我們載入目的地列表時遇到困難。請重新載入頁面或稍後再試一次。選擇目的地目的地我們載入目的地列表時遇到困難。請重新載入頁面或稍後再試一次。旅程類別來回單程客艙級別及乘客經濟客艙，1 成人選擇客艙級別和乘客人數客艙級別客艙級別頭等客艙商務客艙特選經濟客艙經濟客艙目前無法在網上進行超過 9 名乘客的團體預訂。請聯絡當地訂位辦事處。成人（12 歲或以上）1兒童（2-11 歲）0嬰兒（2 歲以下）0完成出發日期選擇出發日期回程日期選擇回程日期選擇你的旅遊日期關閉出發日期回程日期重新設定日曆僅接受由即日起計算 undefined 至 NaN 天內出發／回程的undefined預訂。March 2024下個月SuMoTuWeThFrSa12345678910111213141516171819202122232425262728293031April 2024下個月SuMoTuWeThFrSa123456789101112131415161718192021222324252627282930重新設定日曆完成更多選擇較少選擇多個目的地／中途停留使用優惠編號搜尋航班使用優惠編號你的購物車將於付款前顯示折扣金額。優惠編號完成選擇出發城市出發地點我們載入目的地列表時遇到困難。請重新載入頁面或稍後再試一次。選擇目的地目的地我們載入目的地列表時遇到困難。請重新載入頁面或稍後再試一次。旅程類別來回單程客艙級別及乘客經濟客艙，1 成人選擇客艙級別和乘客人數客艙級別客艙級別頭等客艙商務客艙特選經濟客艙經濟客艙目前無法在網上進行超過 6 名乘客的團體預訂。請聯絡當地訂位辦事處。成人（12 歲或以上）1兒童（2-11 歲）0若你與嬰兒（兩歲以下）同行，請在預訂後聯絡客戶服務團隊。完成出發日期選擇出發日期回程日期選擇回程日期選擇你的旅遊日期關閉出發日期回程日期重新設定日曆僅接受由即日起計算 undefined 至 NaN 天內出發／回程的undefined預訂。March 2024下個月SuMoTuWeThFrSa12345678910111213141516171819202122232425262728293031April 2024下個月SuMoTuWeThFrSa123456789101112131415161718192021222324252627282930重新設定日曆完成有少量座位供應有充足座位供應未來180天內的國泰航空航班的座位供應情況。更多選擇較少選擇多個目的地／中途停留登入以兌換管理行程預辦登機查詢航班狀況預辦登機查詢航班狀況航班展開下一趟賞心之旅讓我們的航班優惠及旅遊靈感助你開始規劃下一次旅程從「本週精選之旅」獲取下一趟旅程的靈感，票價由港幣6,328 元*起立即探索今季最熱門的旅遊勝地及更多資訊

*票價或會隨時變更了解更多享受 24 小時免費取消禮遇貴為國泰會員，你可於 24 小時內免費取消機票，讓你更安心預訂航班。查看詳情最新熱門優惠 : 立即預訂隨時隨地賺取里數，兌換獎勵我們擁有逾 800 個旅遊及生活品味合作夥伴，提供獨家推廣及優惠，讓你透過各類消費賺取里數並兌換獎勵，躍升你的日常生活品味。發掘更多假期預訂你的完美假期預訂酒店、交通、旅遊體驗及其他服務均可累積里數，然後使用里數兌換更多獎賞。獨家假期優惠我們不斷加入全新驚喜假期優惠及旅遊套票，務求為你帶來最佳體驗。探索更多購物躍升你的生活享受我們精選了一系列產品及合作夥伴來提升你的生活享受，當中包括逾千個你喜愛的品牌。無盡購物優惠從季度推廣優惠到每月購物驚喜，我們為你準備應有盡有的精彩禮遇，讓你寵愛自己及摰愛。立即選購餐飲每次享受美食更可累積里數我們與香港數百間餐廳合作，為你提供美食優惠。餐餐盡饗里賞由星期一至日，每頓滋味都更添里賞。於我們的夥伴餐廳用膳，國泰會員日日均可賺取HKD4 = 1。憑渣打國泰Mastercard®簽賬更可享高達HKD4 = 2。了解更多預訂時累積里數每次透過OpenRice應用程式向夥伴餐廳訂座，可賺取 15，然後結賬時可再累積更多里數。預訂你的下一次餐膳發現更多餐飲優惠身心健旅活得更好。感覺更好。讓我們的提示與優惠，為你帶來更健康、更快樂的生活品味。你的身心健旅計劃現在正是展開身心健旅計劃的最佳時機。透過國泰應用程式實現每日身心健旅目標，每年可累積高達 2,555。展開你的旅程保障與安心透過國泰及信諾的健康計劃，你可以擬訂配合自己需要的個人化健康保險計劃，並在過程中累積里數。發現更多了解更多付款額外迎新奬賞隨你選擇於3月31日或以前，透過國泰網站登記優惠及成功申請渣打國泰Mastercard®，並於2024年4月22日前獲發新卡，可額外享高達9,000或HKD900國泰信用額。立即登記會員資格躍升體驗待你享受登記成為國泰會員，不論是在地面還是在空中，均可享用獨家禮遇及獎賞，躍升日常生活體驗。會員禮遇獨家尊享禮遇登記成為國泰會員後，你可享有會員限定優惠、優先網上預辦登機服務及其他禮遇。探索禮遇立即成為國泰會員探索會籍為你日常生活帶來的獎賞以及難忘體驗，讓你躍升生活享受。登記我們的夥伴隨時隨地賺取里數我們擁有逾800個遍布全球的旅遊及生活品味合作夥伴，讓你更輕鬆賺取里數，兌換心水獎賞及體驗。探索我們的合作夥伴了解更多有關國泰會籍的資訊靈感探索你的夢想目的地透過我們的旅遊指南、提示及建議尋找靈感，並立即開始計劃你的下一個旅程。閱覽更多選擇語言及位置Close中國 - 內地及港澳台地區Hong Kong SAR - EnglishChinese Mainland (China) - EnglishTaiwan China - English香港特別行政區 - 繁體中文中国內地 - 简体中文中國台灣 - 繁體中文非洲South Africa - English南北美洲 Canada - EnglishUnited States - English亞洲 Bangladesh - EnglishKorea - EnglishSingapore - EnglishCambodia - English한국 - 한국어Sri Lanka - EnglishIndia - EnglishMalaysia - EnglishThailand - EnglishIndonesia - EnglishMaldives - Englishประเทศไทย - ภาษาไทยIndonesia - Bahasa IndonesiaMyanmar - EnglishVietnam - EnglishJapan - EnglishNepal - EnglishViệt Nam - tiếng Việt日本 - 日本語Philippines - English大洋洲 Australia - EnglishNew Zealand - English歐洲Belgium - EnglishFrance - FrançaisРоссия - РусскийDenmark - EnglishIreland - EnglishSchweiz - DeutschDeutschland - DeutschItalia - ItalianoUnited Kingdom - EnglishEspaña - EspañolNederland - Nederlands中東Bahrain - EnglishIsrael - EnglishUnited Arab Emirates, Qatar and Saudi Arabia - English國泰世界關於國泰航空集團國泰應用程式工作機會我們對你的承諾成為合作夥伴法律及私隱政策法律及私隱政策國泰航空載運條件及規則現代奴役法案透明度聲明數碼存根設定協助與支援聯絡我們及常見問題燃油附加費可選的服務及費用網站協助網站地圖讓國泰躍升你生活每刻的體驗航班旅遊購物身心健旅餐飲支付會籍與我們聯繫FacebookTwitterLinkedInInstagramYouTube版權所有 © 國泰航空有限公司 Cathay Pacific Airways Limited Select Language#alter#

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网络用语cx是什么意思？ - 知乎首页知乎知学堂发现等你来答切换模式登录/注册网络语言网络用语cx是什么意思？关注者9被浏览39,864关注问题写回答邀请回答好问题添加评论分享4 个回答默认排序知乎用户rx9G7F 关注传销吧发布于 2020-02-13 07:31赞同 3添加评论分享收藏喜欢收起穿越时光与你厮守旧城心中有爱艳阳晴天，心中无爱阴雨绵绵。关注第一次见，我寻思是插销的意思吧，现在的网络缩写不像以前了，是吧xswl发布于 2019-09-23 07:36赞同 1添加评论分享收藏喜欢收起

什么是客户体验 (CX)？| Oracle 中国

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客户体验

客户体验 (CX)

什么是客户体验？

客户体验 (CX) 为何重要？

什么是客户体验 (CX) 策略？

什么是客户体验管理？

优秀的客户体验是怎样的？

如何定义糟糕的客户体验 (CX)？

卓越的客户体验 (CX) 示例

什么是客户体验软件的工作原理？

如何改善客户体验？

客户体验与客户服务有何区别？

客户体验 (CX) 将如何影响销售？

客户体验将如何推动业务增长？

客户体验能带来 ROI 吗？

哪些人承担客户体验 (CX) 的职责？

什么是客户体验 (CX)？

客户体验 (CX) 反映企业在客户购买旅程的每一个节点上与客户之间的交互情况 — 涵盖从营销、销售到客户服务的整个周期。它基本上就是客户与您的品牌之间所有交互的总和。

了解 Oracle CX 解决方案

客户体验并不仅仅只是一系列行动。它还侧重于感受。您的客户或潜在客户对您的品牌有什么样的感受？在每一个客户接触点，您都可能改善或破坏客户对您品牌的感受。因此，您在每一个接触点都需要做出重要决策，这些决策将决定您的企业最终是否能够取得成功。

客户体验 (CX) 为何重要？

那么，客户体验为何如此重要？随着产品日益商品化，客户将根据与品牌之间的体验来做出购买决策，而不仅仅是具体的产品特性。

客户希望与其喜欢的品牌建立联系，并且希望在购买产品之后，该公司能够了解并尊重他们。客户体验已成为一项主要竞争优势，因此企业需要确保其客户体验策略能够在每一个客户接触点提供个性化、令人愉悦的交互。

这些交互将会对客户对您品牌的整体认知和印象产生累计影响。因此，客户体验对于成功至关重要。以下因素可能会极大地影响客户对您公司的看法，从而积极影响客户体验：

您的营销活动是否契合客户的需求和意愿？

您的电子商务网站是否易于导航，并且可以在整个过程中引导和协助访问者？

您在销售和服务过程中为 B2B 或 B2C 客户提供服务的策略有多强？

人员和系统是否可以轻松访问所需要的所有客户信息？客户是否需要在每一次交互中向每一个人告知其身份、需求或做出解释？

在今天，客户对一家企业了解自己的程度的感知，将对客户满意度以及客户是否决定选择该企业的产品产生非常大的影响。如果您能够提供卓越的客户体验，那么您的公司将从竞争中脱颖而出。

据 Gartner 调查，89% 的企业将客户体验视为市场竞争的新赛道。

什么是客户体验 (CX) 策略？

客户体验策略将创建提供积极、有价值、与众不同的客户体验 (CX) 所需的可行方案，而不受客户接触点的限制。

客户体验策略应当考虑任何/所有竞争洞察、消费者和市场研究/数据以及任何内部战略目标、计划和价值陈述。

客户体验策略应当涵盖所有部门，而不仅仅是面向客户的部门。如今，每一位员工都要承担客户服务职责。让整个企业中的团队凝聚在一起有助于大家齐心协力共同推进以客户为中心的目标以及积极改善客户体验 (CX)。

什么是客户体验管理？

Gartner 对客户体验管理 (CEM) 的定义是“通过设计和响应客户交互来实现或超越客户期望，从而提高客户满意度、忠诚度和拥护度的实践。”

Oracle B2B 客户体验解决方案交互式导览

Oracle B2C 客户体验解决方案交互式导览

优秀的客户体验是怎样的？

优秀的客户体验与糟糕的客户体验是有区别的。如果是优秀的客户体验，那么客户在每次交互结束时都会感到幸福和满足。这类体验包括高度针对性的营销活动 (PDF)、简便易用的电子商务网站、简化的购买流程、自助客户服务选项，以及随时随地通过任何设备与企业客服代表联系。

客户期望通过多种渠道与企业交互。他们希望品牌能够预测其需求，并通过实用且相关的忠诚度计划来奖励其忠诚度。

在企业提供优秀客户体验的过程中，互联数据发挥至关重要的作用。为此，您需要打通数据与从前端到后端的所有系统中收集的任何智能。只有这样，您才能够在所有营销、销售和客户服务接触点上提供无缝、互联和个性化的客户体验。

如何定义糟糕的客户体验 (CX)？

糟糕的客户体验会让客户感到不满、失望甚至沮丧。糟糕的客户体验通常源于客户认为您对其不了解、不理解或不在意，或者认为您的购物过程太麻烦。这些看法可能归因于以下问题：

网站难以浏览和使用

产品不符合预期

未及时解决客户服务请求

牵强、不相关的营销推广

在日益个性化的时代，标准化、千篇一律的客户交互已不受客户欢迎，尤其是客户有意或无意地提供了大量与其个人相关的信息。在当今互联互通、数据驱动的世界中，品牌没有理由与客户形成脱节。

当客户服务代表对历史客户交互记录一无所知，或者当 CRM 系统中没有正确的客户信息、缺乏个性化或仅使用名字作为电子邮件称呼时，就会发生这种脱节的情况。

卓越的客户体验示例

长期以来，企业一直知道客户体验要比产品本身更加重要，而且已经加大了这方面的投资。Apple、Zappos 和 Starbucks 是将客户体验 (CX) 放在首位的典范企业。他们意识到其他企业可能会追赶或超越其产品，因此通过为客户提供极具吸引力的体验来建立差异化优势。他们将继续引领各自的市场。

但也有一些不太知名的公司在做同样的事情。Varsity Scoreboards（前身为 Sportable Scoreboards）、Construction Specialties 和 Panasonic Business 等 B2B 企业正在实施和集成各种客户体验软件套件来简化客户购买其产品和服务的流程。

客户体验软件的工作原理是什么？

客户体验软件是一个面向整个企业的平台。大多数以客户为中心的企业都在使用营销云、服务云、销售云和商务云软件来优化整个客户生命周期中的客户交互。

您需要利用足够的数据来展示客户的全貌，从而优化客户体验。客户每次在与您的公司交互时都会提供这些数据，因此您只需要通过适当的客户体验软件来有效利用这些数据。具体来说，您需要利用一整套集成的云应用将该数据统一为完整详实的个人档案和切实可行的智能，这些应用包括营销自动化、电子商务、客户服务、数字体验、CRM、CPQ、销售队伍自动化 (SFA) 解决方案以及客户数据平台 (CDP)。

如何改善客户体验 (CX)？

您是否正在设法改善客户体验？改善客户体验并不是一项一劳永逸的工作。它需要：

明确定义的客户体验目标

领导层和首席级高管的支持

跨所有前端和后端系统的集成

客户/员工反馈和数据

数字工具以及跟踪客户数字旅程的能力

建立“所有员工都是面向客户的员工”的理念

分析和指标

数据驱动的思维方式

如何改善客户体验？

客户体验与客户服务有何区别？

客户服务和客户体验这两个词经常互换使用。两者并不是同义词，但具有相关性。

客户服务是通过数字渠道或人际互动为客户提供协助或支持的行为。它是客户体验的一部分，但并非全部。

在着手改善客户体验的企业中，有 84% 的企业表示实现了收入增长。

客户体验 (CX) 将如何影响销售？

客户体验涵盖了整个销售流程 — 从网站搜索、浏览电子商务网站、各种数字客户服务渠道到门店体验，等等。

如今，您可以比以往更加轻松地将业务拓展至任何区域。因此，企业应当在每一次客户交互中提供卓越的体验，从而吸引客户购买、回购并保持忠诚。

请记住，客户体验取决于客户感受，而客户将根据自己的感受来选择从您或者您的竞争对手处购买产品。这需要开展经过精心策划、极具吸引力且以客户为中心的营销活动。换句话说，企业需要专注于客户关心的事项，并且需要利用数据来揭示这一洞察。从研究到购买的整个过程，客户旅程都必须保持高效且有效。企业需要提供全面、灵活且准确无误的客户服务。

请记住，客户体验取决于客户感受，而客户将根据自己的感受来选择从您或者您的竞争对手处购买产品。积极的感受尤其有助于提高客户忠诚度和保留率，并最终改善客户口碑。所有这一切都将实现可量化的财务成果。客户体验的每一个环节都非常重要。

了解 Mazda Europe 如何打造个性化客户旅程，改善客户体验

客户体验 (CX) 将如何推动业务增长？

客户体验将对您的收入产生直接影响。众所周知，获取一位新客户的成本要比留住一位现有客户的成本高数倍。因此，为每一位客户提供积极的体验对于您的业务增长至关重要。卓越的客户体验还有助于利用交叉销售和追加销售机会实现增量增长，并有助于改善客户口碑，从而以非常低的成本为您的企业带来新客户。

糟糕的客户体验是业务增长下降的主要原因。感受较差的客户会选择离开，从而导致客户流失。这一点在今天这个数字时代更为明显。客户可以轻松地在社交媒体和在线评论网站中广泛分享自己的体验。更多客户会倾向于分享糟糕的体验。与赞美相比，更多的客户倾向于在线上投诉，而这又会迅速传播至数百万人。客户及其体验将占据主导地位。

客户体验能带来 ROI 吗？

提供卓越的客户体验可以带来可观的投资回报率 (ROI)。

衡量在客户体验理念和客户体验软件上的投资成本是一项相对比较简单的工作，而要衡量其收益可能会略为复杂。我们对客户体验的期望较高。它是否有助于增加市场份额？是否有助于促进收入增长？或者只是一项业务运营成本？实际上，三者都是。KPMG 报告 (PDF) 指出，与在每一个交互点提供卓越的体验相比，不能满足客户期望将产生前者两倍的影响。不过，您可以通过衡量客户满意度方面的关键绩效指标来确定客户体验与收入增长之间的相关性。归根结底，客户体验理念旨在提高客户满意度、减少客户流失以及提高客户忠诚度。

用于跟踪客户体验 ROI 的 KPI

用于评估客户体验成功度的主要关键绩效指标 (KPI) 并没有一个简要的固定列表。您所使用的 KPI 取决于您的业务、客户和行业。举例来说，如果您没有现场服务组织，则无需跟踪现场服务电话的减少。但是如上所述，客户体验旨在提高客户满意度，因此这里列出了一些比较常用和通用的 KPI。其中包括：

收入增长

客户保留率/客户流失率

交叉销售和追加销售量

客户服务成本

净推荐值 (NPS) 变化

各种数字指标（包括页面访问记录、在现场花费的时间、转化率）有助于呈现您的在线网站访问者的满意度

哪些人承担客户体验 (CX) 的职责？

每位员工都承担改善客户体验的职责。每个人都发挥关键作用。所有系统都需要实时共享准确数据来为每位员工提供支持。面向客户的职能（营销、销售和客户服务）是重中之重，但以下后端系统也非常重要：

库存管理系统将确保客户在下订单后能够获得所订购的产品，而不会被告知库存已无货。

电子商务网站将为线上客户提供与门店客户相同的体验。

应收帐款 (AR) 和帐单系统将协助解决与帐单和付款相关的任何问题。

人力资源 (HR) 系统将确保招聘具备适当技能的适当员工来开展适当的工作。

物流系统将保证产品如期交货。

财务系统将确保您的公司可以支持客户所需要的基于订阅的定价模式。

详细了解 Oracle 全面的客户体验软件解决方案将如何助您为客户提供轻松的个性化体验。利用 Oracle 易于部署和扩展的解决方案，您可以更加快速地将客户数据转化为切实可行的客户智能，最终取得卓越的业务成果。

查看 Oracle 全面的客户体验软件解决方案

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What is CX (Customer Experience)? | McKinsey

is CX (Customer Experience)? | McKinsey

Skip to main contentWhat is CX?August 17, 2022 | ArticleSharePrintDownloadSaveCX, or customer experience, encapsulates everything a business or an organization does to put customers first, managing their journeys and serving their needs.Five gold star rating customer review

You might have an intuitive sense of what separates good CX, or customer experience, from bad. Imagine, say, you want a latte. When you visit the coffee shop, are staff members attentive? If you are a regular, do they greet you by your name? Was the store designed intuitively? Do they take your order promptly and hand you your cup with a smile? If you have a problem, is it promptly resolved, or is someone sent to help you? Do they proactively reach out to understand your overall experience?

(7 pages)

All of those questions touch on elements of customer experience. The four components of CX are brand, product, price, and service.

Basically, CX refers to everything an organization does to deliver superior experiences, value, and growth for customers. And it’s crucial in an age when how a business delivers for its customers is just as important as—if not more important than—the products and services it provides. In a digital world, where customers review and share their experiences with a company in public forums, it has become vital for companies to connect with customers across their journeys at an emotional level. Not only is customer experience the right thing to do for customers but it also results in 3x returns to shareholders.

The COVID-19 pandemic was a test of how to connect with customers in times of crisis. And many did surprisingly well in providing good CX, for instance, by swiftly reorienting their efforts to meet customers’ primary needs with respect to safety, security, and everyday convenience. Take, for example, e-commerce companies and food delivery services that developed methods of contactless delivery to keep customers and drivers safe as the virus spread.

This article offers a brief overview of customer experience-related topics and answers questions such as:

What are customer journeys?

How to measure customer experience?

What is the consumer decision journey?

What is customer care?

How to improve customer experience?

What are customer journeys?

A customer journey describes the customer’s end-to-end experience, as opposed to their satisfaction at various individual transactions or touchpoints. These can include many things that occur before, during, or after the customer experiences a given product or service. Examples of customer journeys include bringing a new customer on board, resolving a technical issue, or upgrading a product.

Consider onboarding a new customer. At one company, this process took about three months and on average entailed nine phone calls, a technician visit, and interactions via both the web and mail. While there was a 90 percent chance, at any given touchpoint, of the interaction going well, average customer satisfaction fell nearly 40 percent over the course of the journey. More important than solving issues at the level of individual touchpoints was to reimagine the approach to service operations around the most crucial CX journeys.

Attending to full customer journeys instead of touchpoints can drive stronger business outcomes. For instance, a McKinsey survey found that customer satisfaction with health insurance is 73 percent more likely when the entire journey works well than when only touchpoints do. Looking to the hospitality industry, customers of hotels that get the entire customer journey right may be 61 percent more willing to recommend those hotels than customers of hotels that just focus on touchpoints.

If your company is looking to reinvigorate its customer experience, three efforts can help you move from touchpoints to journeys:

Observe. Put yourself in your customers’ shoes: What do they see? This can help organize and mobilize employees around customer needs. In addition to identifying and understanding the customer’s journey, you’ll need to quantify what matters to customers and define a clear aspiration and common purpose.

Shape. When you design customer experiences, interactions must be reshaped into different sequences. Even if your effort starts small, it can swiftly become much larger and entail the digitization of processes, the reorientation of company culture, and nimble refinements in the field.

Perform. Making the transition to prioritize journeys can be a journey in itself that takes years and requires deep engagement from everyone in the company, from corporate leaders right down to the front line.

Learn more about our Growth, Marketing & Sales and Operations practices.

How to measure customer experience?

You might have a hard time imagining how you measure something as ephemeral as the magic your company creates for customers. But it can be done. Best practice calls for three guiding principles to help optimize customer-experience measurement:

Measure the customer experience at the journey level, rather than at the level of touchpoints or overall satisfaction.

Invest in hardwired technology that captures feedback on a daily basis from multiple channels, integrating survey results and other data into comprehensive dashboards.

Cultivate a mindset of continuous improvement at all levels.

Depending on the level of CX adoption within an organization, consider the power of predicting CX, which can help you stay ahead of customer churn and dissatisfaction. Why? Survey-based systems alone don’t necessarily meet the needs of today’s companies; they’re limited, reactive, ambiguous, and unfocused. Predictive customer insight may unlock more powerful insights to improve customer experiences.

What is the consumer decision journey?

The consumer decision journey (CDJ) is a reconceptualization of the traditional marketing funnel. In this approach, the way customers make decisions is framed as a circular process involving four phases where customers can be gained or lost:

initial consideration

active evaluation, or the process of researching potential purchases

closure, when consumers buy brands

postpurchase, when consumers experience those brands

And conceptions of the consumer decision journey continue to evolve, especially in light of the new technologies and capabilities available to consumers. Today, it is important for brands not only to react to customers but also to actively shape their decision journeys. This may mean compressing or even eliminating the consideration and evaluation phases to drive competitive advantage. To foster an accelerated customer loyalty journey, four distinct but interconnected capabilities are crucial:

Automation can be used to streamline the customer journey (for example, being able to snap a photo of a check and deposit it via your bank’s app rather than physically visiting a bank branch).

Proactive personalization uses a customer’s information to instantly customize CX.

Contextual interaction uses knowledge about where a customer is in a journey to deliver them to the next set of interactions.

Journey innovation finds new sources of value, such as new services, for both the customer and the brand. This involves companies mining their data and insights about customers to figure out what other services they might appreciate. The best companies also design customer decision journeys that allow open-ended testing and frequent prototyping of new services or features.

Learn more about our Growth, Marketing & Sales practice.

Introducing McKinsey Explainers: Direct answers to complex questionsExplore the series

What is customer care?

Customer care generally happens within contact-center operations. These are sometimes referred to as call centers, and people working at these organizations support customers throughout their journeys with a company’s products or services—no matter where customers need help (in-store, online, via mobile apps, etcetera). This is as all part of providing an omnichannel customer experience. Contact centers play an important role in customer care, and a forward-looking vision for these centers could entail hyperpersonalization to meet customers’ expectations in a way that’s both strategic and experience oriented.

How has COVID-19 changed customer experience?

COVID-19 changed customer experience in several ways. Many companies needed to shift the ways they worked with customers, for example, by providing alternative digital experiences when it was not safe for physical stores to be open. More broadly, how your company interacted with customers throughout the pandemic may have triggered an immediate and lingering effect on customers’ sense of trust and loyalty. In times of crisis, meeting customer needs with empathy, care, concern, and connection is important. It can help frame short-term responses, build longer-term resilience, and prepare for success after a crisis passes by keeping a pulse on how preferences are changing in real time. And it’s worth noting that more than three-quarters of consumers changed their buying habits during the pandemic—and in addition to value and convenience, purpose also drives shopping decisions.

What does digital customer experience mean?

Digital customer experience refers to elements of the experience that happen online or with the support of digital and analytics. This can facilitate interactions that are holistic, predictive, prioritized, and focused on value.

Consider the example of a leading airline that built a machine-learning system to track and prioritize customers who might choose a different carrier because they experienced multiple flight delays or other issues. The system, built in three months, drove an 800 percent increase in customer satisfaction and also reduced churn for priority customers by 60 percent.

When it comes to digital customer experience, companies are increasingly aiming to transition to predictive insights that could represent the future of CX. Some CX leaders are pushing on predictive CX platforms, which consist of three key elements:

a customer-level data lake, with customer, financial, and operational data to develop a rigorous understanding of customer experiences

predictive customer scores using analytics that track what’s influencing customer satisfaction and business performance

an action and insight engine that’s shared with a broad set of employees, via tools such as customer-relationship-management platforms, through an API layer

These platforms can play a powerful role in linking CX to value and building clear business cases to improve CX. Of course, companies must stay attuned to customers and the privacy imperative. And it will also be crucial to build security into the digital customer experience.

Learn more about our Growth, Marketing & Sales, Digital McKinsey, and Risk & Resilience practices.

What about customer experience and loyalty?

If you offer a good CX, chances are your customers will be loyal to you or your brand. But that doesn’t happen without real effort. “Consumers are changing, and consumer trends are driving this,” says former McKinsey partner Jess Huang on the new generation of customer loyalty programs. “With the move to digital over the last ten years, consumers are spending more and more time on their phones and various digital channels. This makes it much easier to access the consumer, but there is also a lot more noise. Brands are trying to figure out the right way to break through that noise and develop a relationship with the consumer.”

Loyalty programs are vital to doing so, but two-thirds of them fail to deliver. Focusing on eight elements can help your loyalty programs perform better:

Don’t be afraid to offer customers incentives to redeem their loyalty points.

Consider the customer segments where there’s “breakage” (people whose points expire), and think about potential opportunities for improvement.

Enlist strategic partners to enhance offers and rewards.

Offer points-plus-cash options.

Measure success based on engagement, not just accruals.

Segment customers into groups you can handle.

Personalize test-and-learn across customer segments.

Create a standard P&L to accurately measure the incremental impact of loyalty programs.

Is customer experience the same in B2B and B2C contexts?

Much of CX in B2B isn’t the same as in B2C. Here’s why:

relationships often go deeper in B2B

longer, more complex B2B journeys involve more individuals

customization is more widespread in B2B than B2C

the stakes are usually higher in B2B deals, as individual B2B customer relationships are often worth millions of dollars

Nevertheless, more B2B customers say they would like a better customer experience—one that is more like those of B2C customers. And in complex B2B sectors like industrial services—think aftermarket service contracts for jet engines, industrial robots, or utility-transmission equipment—better customer experience is increasingly critical for growth. In a survey of 1,000 B2B decision makers, lack of speed in interactions with their suppliers emerged as the number-one “pain point” and was mentioned twice as often as price.

Keeping a finger on the B2B pulse can help you understand and respond to emerging B2B customer needs, especially in light of the shift to omnichannel. Adjusting your approach for the mix of traditional, remote, and self-service sales channels is increasingly important—and 94 percent of B2B decision makers say new omnichannel sales model are as effective or more effective than prepandemic sales models. For even more, here’s a case study of how a B2B organization in China became more customer-centric.

Learn more about our Growth, Marketing & Sales and Operations practices.

How do different industries approach customer experience?

Because customer needs and expectations vary by context, different industries may approach CX in different ways. Here are just a few examples of how industries grapple with the issues:

Automotive. Car companies are putting customer experience in the driver’s seat—whereas manufacturers once competed on their engineering capabilities, CX is now a true differentiator, and customer-centric innovation is crucial.

Travel. The COVID-19 pandemic turned travel upside down, and travelers’ customer experience is emerging as a challenge during the recovery. Doing better could entail aiming higher on experience, understanding customers more deeply, and moving faster operationally.

Retail. Retail and consumer CX likely needs to account for a variety of omnichannel operational considerations. Retailers also need to stay attuned to the rise of the inclusive consumer and make adjustments to serve their needs. And preparing for the future of shopping, where technology is everywhere, will also be important.

Banking. CX transformation in banking can pay off by delighting customers and, in turn, delivering revenue and cost improvements for banks themselves. And in regions like Asia–Pacific, digital innovation in banking offers some insight on whether or how banks should rethink customer engagement. Keeping up with customer trends can also unearth new opportunities, for instance, as we’ve seen with buy now, pay later financing models. Fintech players may be on the vanguard when it comes to taking the friction out of financial services for customers.

Insurance. Many insurers have invested heavily in digitizing customer journeys and processes to improve the experience. A user-first, omnichannel approach could rely on the availability of online purchasing capabilities, the ease of navigating online journeys, and seamless integration of sales support and advice. The rise of insurtechs has also helped the industry address some customer pain points.

Healthcare. In coming months and years, “Care at Home” could reshape the way health systems deliver patient-centered care. The rise of telehealth could also affect CX in healthcare. Focusing on whole-person care could improve outcomes for patients with behavioral-health conditions. Monitoring healthcare consumer insights will remain important, and providing compassionate, personalized care can benefit both patients and healthcare organizations.

Utilities. Transforming CX in utilities helps customers and can allow utilities themselves to drive out costs. Self-service and digital channels are crucial in this context.

Government. Prioritizing and improving customer experience in government can offer big benefits for customers. It can also give employees greater purpose—and improve agencies’ reputations.

Service businesses. Are customers of industrial-services businesses happy? The bar is rising, but for industrial OEM customer experience, organizations will need to better understand what customers want and need.

What are the differences between customer experience and employee experience?

While the design thinking that transformed customer experience is now also transforming employee experience (EX), there are some differences between the two:

A customer journey is often a lot quicker than an employee journey. It might take months or even up to a year for employers to hire a new employee. That’s a lot longer than most customer journeys.

Many employers’ interactions with their employees continue to be top-down instead of being a constant, two-way iterative process—as successful customer journeys have become. For instance, while many companies are exploring hybrid work options, others are considering a full return to the office, even though many of their employees would prefer to continue working from home.

But happy employees are crucial to providing good CX—meaning that CX and EX are related. In that regard, improving employee experience in service of building a customer-centric culture can have a powerful effect. Just consider how much mindsets matter here: some employees, for instance, might think, “I’m not involved in asking for customer feedback.” But in a customer-centric culture, reframing that so employees feel empowered to create opportunities to ask for customer feedback can pay dividends.

Learn more about our Growth, Marketing & Sales, People & Organizational Performance, and Operations practices.

How to improve customer experience?

Three building blocks are essential in transforming or improving customer experience throughout your organization:

Build aspiration and purpose. A clearly defined CX aspiration should deliver on your company’s purpose and brand promise. Have you developed a customer-centric vision and aspiration, linked it to value, and translated it into a concrete road map?

Transform the business. Here’s where you discover customer needs, design solutions, and deliver impact, whether that’s via customer journeys, products, services, or business models.

Enable the transformation. After introducing a new experience for customers, your company needs to consider how to sustain its efforts. This involves transforming employee mindsets; building capabilities; stepping up on technology, data, and analytics; establishing cross-functional governance and an agile operating model; and deploying systems to measure and manage performance.

Improving customer experience can make a big difference. In over a decade of helping more than 900 companies design and implement enterprise-wide CX programs, approaches that rest on these building blocks have delivered 15 to 20 percent boosts in sales conversion rates, 20 to 50 percent reductions in service costs, and 10 to 20 percent improvement in customer satisfaction.

It’s also important to stay attuned to customer experience pitfalls so your organization can avoid them. These include failing to link CX to value, taking a narrow view of CX, and applying limited creativity; don’t miss the examples of how other organizations have sidestepped these issues in transforming CX.

For more in-depth exploration of these topics, see McKinsey’s Customer Experience collection. Learn more about the Marketing & Sales, Operations, and McKinsey Digital Practices, and check out customer experience–related job opportunities if you’re interested in working at McKinsey.

Articles referenced include:

“Six customer experience pitfalls to avoid,” March 17, 2022, Itai Miller, Kevin Neher, Rens van den Broek, and Tom Wintering

“Next in loyalty: Eight levers to turn customers into fans,” October 12, 2021, José Carluccio, Oren Eizenman, and Phyllis Rothschild

“This time it’s personal: Shaping the ‘new possible’ through employee experience,” September 30, 2021, Jonathan Emmett, Asmus Komm, Stefan Moritz, and Friederike Schultz

“How to boost growth in industrial services: Better customer experience,” July 28, 2021, Hugues Lavandier, Senthil Muthiah, Kevin Neher, Stephanie Trottier, and Hyo Yeon

“Prediction: The future of CX,” February 24, 2021, Rachel Diebner, David Malfara, Kevin Neher, Mike Thompson, and Maxence Vancauwenberghe

“The three building blocks of successful customer-experience transformations,” October 27, 2020, Victoria Bough, Ralph Breuer, Nicolas Maechler, and Kelly Ungerman

“The human touch at the center of customer-experience excellence,” October 8, 2020, Alex Camp, Harald Fanderl, Nimish Jain, Bob Sternfels, and Ryter von Difloe

“The CEO guide to customer experience,” McKinsey Quarterly, August 17, 2016, includes interviews with Alfonso Pulido, Ron Ritter, and Ewan Duncan

“The consumer decision journey,” McKinsey Quarterly, June 1, 2009, David Court, Dave Elzinga, Susan Mulder, and Ole Jørgen Vetvik

Want to know more about CX?Talk to usRelated ArticlesArticleSix customer experience pitfalls to avoidArticleNext in loyalty: Eight levers to turn customers into fansArticle - McKinsey QuarterlyPrediction: The future of

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不满意系统默认的文件管理器，那就试试 CX 文件浏览器吧 - 少数派

PRIMEMatrix栏目Pi Store更多无需申请，自由写作任何用户都可使用写作功能。成功发布 3 篇符合基本规则的内容，可成为正式作者。了解更多退出登录反馈PRIMEMatrix栏目Pi Store更多不满意系统默认的文件管理器，那就试试 CX 文件浏览器吧主作者关注dianbanjiu少数派作者少数派作者 dianbanjiu关注dianbanjiu少数派作者少数派作者联合作者关注dianbanjiu少数派作者少数派作者 dianbanjiu关注dianbanjiu少数派作者少数派作者 2019 年 05 月 28 日头图由 Josep Monter Martinez 在 Pixabay 上发布。在 Android 下的文件管理功能一直是个问题，而作为「万物之源的 MIUI」也没能处理好这方面的问题，而且 MIUI 默认的文件管理器甚至还有点略显弱鸡，为了弥补这方面的不足，我就试用了目前几款比较主流的第三方文件管理器，最终看上了不太主流的「CX 文件管理器」。下面说一下它比较吸引我的几个点。漂亮事实说明，最后决定是否安装一款软件的决定性因素，除了实用，另一个就是颜值了。反正 CX 一目了然的功能和小清新的界面我就很喜欢。而且免费、无内购、无广告的 app。CX 浏览器界面丰富CX 虽然从大小（16.19M）到界面看起来都很轻，但是该有的功能一个都不少。基础的像是大文件分析、回收站（可以选择直接删除或是暂存）模式。支持连接你的 Dropbox、GDrive、OneDrive、box 帐号，也支持通过 FTP、FTPS、SFTP 等远程连接你的服务器，如果你有支持 WebDAV 的云盘（比如坚果云）也可以通过 CX 来连接同步文件。如果你的设备已经 root，还可以使用它来管理你的系统文件。远程连接Awosome除此之外，CX 还支持「隐藏」文件夹。Android 上的很多应用都喜欢在主目录下创建自己的目录，这就让我这个略有强迫症的人有点不爽了。既然 Google 的存储沙盒已经没有盼头了，那就只好眼不见心净了。隐藏目录的具体操作流程：先点击首页右上角的三个点进入「设置」选项，确保选中其中的「隐藏/取消隐藏」选项；点击首页的「主存」进入主目录，勾选你想隐藏目录；点击右下角「更多」，点击其中的「隐藏」选项，这时候你选中的目录就会“消失了”。取消隐藏的具体操作流程：点击主存界面右上角三个点旁边的「视图」选项卡，勾选「显示隐藏文件」；这时候所有的隐藏文件都会显示出来，同样的勾选你想取消隐藏的目录，然后「更多选项」中选中「取消隐藏」；最后在「视图」模式中取消选中「显示隐藏文件」。隐藏操作我最开始使用的时候并没有注意到这个功能，但是后来在我发现这个功能之后，他就晋升为我心中的最佳文件管理应用了。这个功能缺点也是有的，就是无法批量操作，只能隐藏文件夹，而无法隐藏普通文件。不过我并没有一次大批量操作的需求，所以对我来说影响不大。23扫码分享 #应用推荐

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Advertising and Customer Experience (CX) | Oracle 中国

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通过 CRM 应用打通所有业务应用数据，进而与客户协同，成功兑现品牌承诺。Oracle 统一的云技术平台可提供关于每一次互动的完整视图，涵盖营销、电商、销售和服务、财务、供应链和 HR 等方方面面 — 无论何时何地以何种方式互动。

听 Larry Ellison 分享如何实现前后端集成 (2:18)

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使用 Oracle Advertising and CX 打造量身定制的体验 (2:29)

03基于数据洞悉客户

通过全面收集客户数据点来理顺广告工作，构建单一的 360 度客户档案，从而在每一个客户接触点上与客户进行个性化互动，并实时优化所有营销活动和互动以确保成功。40 多年以来，Oracle 一直致力于帮助企业从数据中发掘业务价值，这是我们的基因。

使用 Oracle Unity 深入了解您的客户 (2:20)

04改善广告效果

优化广告投资，改善广告成效。Oracle 的广告技术解决方案套件（前身为 Oracle Data Cloud）可帮助您改善受众交付，防范广告欺诈和不安全的品牌环境，从受众、上下文和衡量三个维度上推动数字广告取得成功。

广告技术和营销技术双剑合璧

为何要选择 Oracle Advertising and CX？

想要一个打通广告、营销、销售、客户服务和后台应用的全面套件？Oracle Advertising and CX 可帮助您构建覆盖每个接触点的互联流程，打造新一代数据驱动的客户体验。

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Oracle Advertising and CX 客户成功案例

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了解各个行业的领先企业为何都选择使用 Oracle Advertising and CX 来提高销量，为客户提供更优质的服务以及留住更多客户。

客户集锦

Mazda Europe 为每位客户提供个性化旅程，改善客户体验

“We wanted to get into personalization, and we wanted to go cross-channel and join up more datasets.With Oracle Unity Customer Data Platform, we’re able to develop much more sophisticated communication journeys, linking up the various channels, offering the consumer a much more personalized message.”

—Mazda Europe 数字消费者互动和媒体战略总监 Simon Haines

查看成功案例 (1:96)

重视每一次客户互动

打通客户采购旅程与您的销售流程

了解面向销售团队的响应式销售

跨所有渠道轻松打造自动化、个性化的 B2B 客户体验

了解个性化的 B2B 营销

轻松构建和管理个性化的 B2C 客户关系

了解个性化的 B2C 营销

通过数字电商渠道统一客户数据，优化购买体验

了解面向电商的响应式销售

提供能够满足客户期望的智能化客户服务

提供智能化客户服务

捕获整体资产可见性，面向客户提供经济高效、端到端的现场服务解决方案

了解互联的现场服务

2022 年 4 月 6 日

CRM 成功的 10 条法则

Oracle Advertising and CX 经理 Annie Calfo

客户关系管理 (CRM) 解决方案可以更高效地管理销售周期的每个阶段，从而提供高投资回报。您应将战略重点放在下列 10 个 CRM 构建块上，以成功实施 CRM 并提高企业投资回报率。

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C++/CX 语言参考

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10/15/2023

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C++/CX 是 C++ 语言的一组扩展，通过这些扩展，可用一种尽可能接近现代 C++ 的惯用语法创建 Windows 应用和 Windows 运行时组件。使用 C++/CX 通过本机代码编写 Windows 应用和组件，而本机代码可与 Visual C#、Visual Basic、JavaScript 和其他支持 Windows 运行时的语言轻松交互。少数情况下需要直接访问原始 COM 接口或非异常代码，在这些情况下可使用 Windows 运行时 C++ 模板库 (WRL)。

注意

建议使用/WinRT 作为C++/cx 替代方法。 C++ 它是适用于 Windows 运行时 API 的新标准 C++17 语言投影，从版本 1803 (10.0.17134.0) 起在最新的 Windows SDK 中提供。 C++/WinRT 完全在头文件中实现，旨在提供对新式 Windows API 的优先访问权限。

通过 C++/WinRT，可以使用任何符合标准的 C++17 编译器来同时使用和创作 Windows 运行时 API。与适用于 Windows 运行时的任何其他语言选择相比，通常 C++/WinRT 的表现更好，生成的二进制文件更小。我们将继续支持 C++/CX 和 WRL，但强烈建议新应用程序使用 C++/WinRT。有关详细信息，请参阅 C++/WinRT。

可以使用 C++/CX 来创建：

使用 XAML 定义用户界面和使用本机堆栈的 C++ 通用 Windows 平台 (UWP)。有关详细信息，请参阅在 C++ (UWP) 中创建一个“hello world”应用。

可供基于 JavaScript 的 Windows 应用使用的 C++ Windows 运行时组件。有关详细信息，请参阅用 C++ 创建 Windows 运行时组件。

Windows DirectX 游戏和图形密集型应用程序。有关详细信息，请参阅使用 DirectX 创建简单的 UWP 游戏。

链接

说明

快速参考

C++/CX 的关键字和运算符表。

类型系统

描述基本的 C++/CX 类型和编程构造，以及如何利用 C++/CX 来使用和创建 Windows 运行时类型。

生成应用和库

讨论如何使用 IDE 生成应用程序并链接到静态库和 DLL。

与其他语言进行互操作

讨论用 C++/CX 编写的组件如何才能与用 JavaScript、任何托管语言或 Windows 运行时 C++ 模板库编写的组件一起使用。

线程处理和封送处理

讨论如何为你创建的组件指定线程处理和封送行为。

命名空间参考

默认命名空间、平台命名空间、Platform::Collections 和相关命名空间的参考文档。

通用 Windows 平台应用中不支持的 CRT 函数

列出 Windows 运行时应用中不可用的 CRT 函数。

Windows 应用入门

提供有关 Windows UWP 应用的深入指导以及详细信息的链接。

C++/CX [n] 的第 0 部分：简介C++/CX [n] 的第 1 部分：简单类C++/CX [n] 的第 2 部分：带尖角符号的类型C++/CX [n] 的第 3 部分：正在构造C++/CX [n] 的第 4 部分：静态成员函数

有关 C++/CX 的介绍性博客系列。

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网络用语cx是什么意思？ - 知乎

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