{"id":6758,"date":"2025-07-31T17:12:44","date_gmt":"2025-07-31T08:12:44","guid":{"rendered":"https:\/\/ntn-bpo.jp\/column\/?p=6758"},"modified":"2025-07-31T19:09:21","modified_gmt":"2025-07-31T10:09:21","slug":"customer_experience","status":"publish","type":"post","link":"https:\/\/ntn-bpo.jp\/column\/customer-support\/customer_experience\/","title":{"rendered":"CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u3068\u306f\uff1f\u6226\u7565\u7b56\u5b9a\u30fb\u63a8\u9032\u306b\u3064\u3044\u3066\u89e3\u8aac"},"content":{"rendered":"<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5868\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_1.jpg\" alt=\"CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u306e\u7b56\u5b9a\u65b9\u6cd5\u3068\u30dd\u30a4\u30f3\u30c8\u3092\u89e3\u8aac\" width=\"728\" \/><br \/>\n\u4f01\u696d\u304c\u5c06\u6765\u306b\u308f\u305f\u3063\u3066\u53ce\u76ca\u3092\u5f97\u308b\u305f\u3081\u306b\u306f\u3001\u7af6\u5408\u4ed6\u793e\u306b\u306f\u306a\u3044\u5f37\u307f\u30fb\u4fa1\u5024\u89b3\u3092\u5275\u51fa\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p>\u300c\u25cb\u25cb\u3092\u4f7f\u3063\u305f\u3089\u25cb\u25cb\u306b\u306a\u3063\u305f\u300d\u3084\u3001\u300c\u25cb\u25cb\u306f\u25cb\u25cb\u793e\u306e\u5546\u54c1\u3088\u308a\u3082\u5b89\u3044\u300d\u3068\u3044\u3063\u305f\u3053\u3068\u304c\u5dee\u5225\u5316\u306e\u4e00\u4f8b\u3067\u3059\u3002<\/p>\n<p>\u307e\u305f\u3001\u8fd1\u5e74\u3067\u306f\u9867\u5ba2\u306e\u4f53\u9a13\u3067\u3042\u308bCX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u3092\u91cd\u8996\u3059\u308b\u4f01\u696d\u304c\u591a\u304f\u306a\u308a\u307e\u3057\u305f\u3002<\/p>\n<p>\u672c\u8a18\u4e8b\u3067\u306f\u3001CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u306e\u7b56\u5b9a\u65b9\u6cd5\u3068\u30dd\u30a4\u30f3\u30c8\u306b\u3064\u3044\u3066\u89e3\u8aac\u3057\u307e\u3059\u3002<br \/>\n<\/p>\n<p><a href=\"https:\/\/ntn-bpo.jp\/casestudy\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/custom_case_study.png\" alt=\"\u5c0e\u5165\u4e8b\u4f8b\u306f\u3053\u3061\u3089\u304b\u3089\" \/><\/a><\/p>\n<h2 id=\"rtoc-1\" >CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u3068\u306f<\/h2>\n<p><strong>CX<\/strong><strong>\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u3068\u306f\u3001\u5546\u54c1\u3084\u30b5\u30fc\u30d3\u30b9\u306e\u8cfc\u5165\u6642\u3060\u3051\u3067\u306f\u306a\u304f\u3001\u8cfc\u5165\u5f8c\u306e\u30b5\u30dd\u30fc\u30c8\u3092\u542b\u3081\u305f\u4f53\u9a13\u3092\u6307\u3057\u307e\u3059\u3002<\/strong><\/p>\n<p>\u304a\u5ba2\u69d8\u306e\u306a\u304b\u306b\u306f\u3001\u8cfc\u5165\u524d\u306f\u8a73\u7d30\u306a\u8aac\u660e\u3092\u3057\u3066\u304f\u308c\u3066\u3044\u305f\u306e\u306b\u3001\u8cfc\u5165\u5f8c\u306f\u30b5\u30dd\u30fc\u30c8\u304c\u306a\u3044\u3053\u3068\u306b\u4e0d\u6e80\u3092\u62b1\u3048\u308b\u65b9\u304c\u3044\u3089\u3063\u3057\u3083\u3044\u307e\u3059\u3002<\/p>\n<p>\u4e0d\u6e80\u3092\u62b1\u3048\u305f\u304a\u5ba2\u69d8\u306f\u3001\u518d\u5ea6\u305d\u306e\u30e1\u30fc\u30ab\u30fc\u3084\u4f01\u696d\u304b\u3089\u5546\u54c1\u3092\u8cfc\u5165\u3057\u305f\u3044\u3068\u8003\u3048\u308b\u3053\u3068\u306f\u5c11\u306a\u3044\u3082\u306e\u3067\u3059\u3002<\/p>\n<p>\u305d\u306e\u305f\u3081\u3001CX\u306f\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u3001\u91cd\u8981\u306a\u8981\u7d20\u3067\u3042\u308b\u3068\u3044\u3048\u307e\u3059\u3002<\/p>\n<h2 id=\"rtoc-2\" >CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u3068\u306f<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5378\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_2.jpg\" alt=\"CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u3068\u306f\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_2.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_2-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_2-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p><strong>CX<\/strong><strong>\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u3068\u306f\u3001\u9867\u5ba2\u30c7\u30fc\u30bf\u3092\u3082\u3068\u306b\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u3092\u5411\u4e0a\u3055\u305b\u308b\u305f\u3081\u306e\u6226\u7565\u3067\u3059\u3002<\/strong><\/p>\n<p>\u73fe\u5728\u3067\u306f\u3055\u307e\u3056\u307e\u306a\u5e02\u5834\u3067\u591a\u304f\u306e\u5546\u54c1\u304c\u6d41\u901a\u3057\u3066\u3044\u308b\u305f\u3081\u3001\u7af6\u5408\u4ed6\u793e\u3068\u306e\u5dee\u5225\u5316\u304c\u56f3\u308a\u306b\u304f\u304f\u306a\u3063\u3066\u3044\u307e\u3059\u3002<\/p>\n<p>\u305d\u306e\u3088\u3046\u306a\u72b6\u6cc1\u3067\u7af6\u4e89\u306b\u6253\u3061\u52dd\u3064\u305f\u3081\u306b\u306f\u3001\u4ed6\u793e\u3068\u306e\u5dee\u5225\u5316\u3092\u56f3\u308c\u308b\u8981\u7d20\u3092\u660e\u78ba\u306b\u3059\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u9867\u5ba2\u60c5\u5831\u3084\u7af6\u5408\u60c5\u5831\u3092\u3082\u3068\u306b\u30cb\u30fc\u30ba\u3092\u628a\u63e1\u3057\u3001KPI\u3092\u8a2d\u5b9a\u3057\u3066\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u53d6\u308b\u3053\u3068\u304cCX\u6226\u7565\u3067\u3059\u3002<\/p>\n<h2 id=\"rtoc-3\" >CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u306e\u7b56\u5b9a\u65b9\u6cd5<\/h2>\n<p>\u3053\u3061\u3089\u3067\u306f\u3001CX\u6226\u7565\u306e\u7b56\u5b9a\u65b9\u6cd5\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-4\" >\u73fe\u72b6\u628a\u63e1<\/h3>\n<p>CX\u6226\u7565\u3092\u4f5c\u6210\u3059\u308b\u306b\u3042\u305f\u308a\u3001\u307e\u305a\u306f\u73fe\u72b6\u3092\u628a\u63e1\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002<\/p>\n<p><strong>\u81ea\u793e\u306f\u5e02\u5834\u3067\u3069\u306e\u3088\u3046\u306a\u7acb\u3061\u4f4d\u7f6e\u306a\u306e\u304b\u3001\u7af6\u5408\u4ed6\u793e\u306e\u5f37\u307f\u306f\u4f55\u306a\u306e\u304b\u306a\u3069\u3092\u8abf\u3079\u308b\u3053\u3068\u304c\u3001\u73fe\u72b6\u628a\u63e1\u306b\u5fc5\u8981\u306a\u60c5\u5831\u306e\u4e00\u4f8b\u3067\u3059\u3002<\/strong><\/p>\n<p>\u3053\u308c\u3089\u3092\u8abf\u67fb\u3059\u308b\u3053\u3068\u3067\u3001CX\u6226\u7565\u3092\u7acb\u3066\u308b\u4e0a\u3067\u8ab2\u984c\u306a\u3069\u3092\u767a\u898b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-5\" >\u6226\u7565\u7b56\u5b9a<\/h3>\n<p>\u8ab2\u984c\u304c\u6d6e\u304d\u5f6b\u308a\u306b\u306a\u3063\u305f\u3042\u3068\u306f\u3001\u5f37\u307f\u3092\u751f\u304b\u3059\u306e\u304b\u5f31\u307f\u3092\u514b\u670d\u3059\u308b\u306e\u304b\u306a\u3069\u3001CX\u6226\u7565\u306e\u7b56\u5b9a\u3092\u884c\u3044\u307e\u3059\u3002<\/p>\n<p>\u3053\u306e\u6bb5\u968e\u3067\u306f\u3001<strong>\u660e\u78ba\u306b\u30bf\u30fc\u30b2\u30c3\u30c8\u3092\u8a2d\u5b9a\u3059\u308b\u305f\u3081\u306b\u300c\u30da\u30eb\u30bd\u30ca\u8a2d\u5b9a\u300d\u304c\u91cd\u8981\u3068\u306a\u308a\u307e\u3059\u3002<\/strong><\/p>\n<p><strong>\u307e\u305f\u3001\u8a2d\u5b9a\u3057\u305f\u30da\u30eb\u30bd\u30ca\u304c\u5546\u54c1\u3092\u8cfc\u5165\u524d\u5f8c\u306b\u3069\u306e\u3088\u3046\u306a\u884c\u52d5\u3092\u53d6\u308b\u306e\u304b\u3068\u3044\u3063\u305f\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u300d\u3082\u8a2d\u8a08\u3057\u307e\u3057\u3087\u3046\u3002<\/strong><\/p>\n<h3 id=\"rtoc-6\" >KPI\u306e\u8a2d\u5b9a<\/h3>\n<p>KPI\uff08\u91cd\u8981\u696d\u7e3e\u8a55\u4fa1\u6307\u6a19\uff09\u3068\u306f\u3001\u4f01\u696d\u306e\u76ee\u6a19\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u91cd\u8981\u306a\u6210\u679c\u6307\u6a19\u3067\u3042\u308a\u3001\u52d5\u5411\u3092\u628a\u63e1\u3067\u304d\u308b\u3088\u3046\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<p><strong>\u5927\u76ee\u6a19\u306fKGI\uff08\u91cd\u8981\u76ee\u6a19\u9054\u6210\u6307\u6a19\uff09\u3068\u547c\u3070\u308c\u308b\u3082\u306e\u3067\u3042\u308a\u3001\u307b\u3068\u3093\u3069\u306e\u5834\u5408\u53ce\u76ca\u306e\u91d1\u984d\u3092\u8a2d\u5b9a\u3057\u307e\u3059\u3002<\/strong><\/p>\n<p>KGI\u3092\u9054\u6210\u3059\u308b\u305f\u3081\u306e\u4e2d\u9593\u76ee\u6a19\u3068\u3057\u3066\u9054\u6210\u53ef\u80fd\u306aKPI\u3092\u8a2d\u5b9a\u3059\u308b\u3053\u3068\u304c\u3001CX\u6226\u7565\u3067\u306f\u91cd\u8981\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n<h3 id=\"rtoc-7\" >PDCA\u30b5\u30a4\u30af\u30eb\u306e\u5b9f\u65bd<\/h3>\n<p><strong>PDCA<\/strong><strong>\u30b5\u30a4\u30af\u30eb\u3068\u306f\u3001Plan\uff08\u8a08\u753b\uff09\u3001Do\uff08\u5b9f\u884c\uff09\u3001Check\uff08\u8a55\u4fa1\uff09\u3001Action\uff08\u6539\u5584\uff09\u306e\u982d\u6587\u5b57\u3092\u53d6\u3063\u305f\u3082\u306e\u3067\u3059\u3002<\/strong><\/p>\n<p>\u5b9f\u884c\u3057\u305f\u30a2\u30af\u30b7\u30e7\u30f3\u3092\u8a55\u4fa1\u3057\u3001\u6539\u5584\u3092\u7e70\u308a\u8fd4\u3059\u3053\u3068\u3067CX\u306e\u8cea\u3092\u5411\u4e0a\u3055\u305b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>\u65bd\u7b56\u304c\u5916\u308c\u305f\u3068\u304d\u306f\u65b0\u305f\u306a\u65bd\u7b56\u3092\u691c\u8a0e\u3057\u3001\u4eee\u8aac\u3068\u691c\u8a3c\u3092\u7e70\u308a\u8fd4\u3057\u306a\u304c\u3089\u8a08\u753b\u3084\u6226\u7565\u306e\u6539\u5584\u306b\u53d6\u308a\u7d44\u3080\u3053\u3068\u304cPDCA\u30b5\u30a4\u30af\u30eb\u3067\u3059\u3002<\/p>\n<h2 id=\"rtoc-8\" >CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u63a8\u9032\u306b\u304a\u3051\u308b\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8<\/h2>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5379\" src=\"\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_3.jpg\" alt=\"CX\uff08\u30ab\u30b9\u30bf\u30de\u30fc\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09\u6226\u7565\u306e\u30dd\u30a4\u30f3\u30c8\" width=\"728\" height=\"450\" srcset=\"https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_3.jpg 728w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_3-300x185.jpg 300w, https:\/\/ntn-bpo.jp\/column\/wp-content\/uploads\/10069_00032_3-660x408.jpg 660w\" sizes=\"(max-width: 728px) 100vw, 728px\" \/><\/p>\n<p>\u4e0b\u8a18\u306f\u3001CX\u6226\u7565\u63a8\u9032\u306b\u304a\u3051\u308b\u91cd\u8981\u306a\u30dd\u30a4\u30f3\u30c8\u3067\u3059\u3002<\/p>\n<h3 id=\"rtoc-9\" 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href=\"https:\/\/ntn-bpo.jp\/column\/%e3%82%ab%e3%82%b9%e3%82%bf%e3%83%9e%e3%83%bc%e3%82%b5%e3%83%9d%e3%83%bc%e3%83%88\/\">\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30dd\u30fc\u30c8<\/a><\/span>","protected":false},"excerpt":{"rendered":"<p>\u4f01\u696d\u304c\u5c06\u6765\u306b\u308f\u305f\u3063\u3066\u53ce\u76ca\u3092\u5f97\u308b\u305f\u3081\u306b\u306f\u3001\u7af6\u5408\u4ed6\u793e\u306b\u306f\u306a\u3044\u5f37\u307f\u30fb\u4fa1\u5024\u89b3\u3092\u5275\u51fa\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 \u300c\u25cb\u25cb\u3092\u4f7f\u3063\u305f\u3089\u25cb\u25cb\u306b\u306a\u3063\u305f\u300d\u3084\u3001\u300c\u25cb\u25cb\u306f\u25cb\u25cb\u793e\u306e\u5546\u54c1\u3088\u308a\u3082\u5b89\u3044\u300d\u3068\u3044\u3063\u305f\u3053\u3068\u304c\u5dee\u5225\u5316\u306e\u4e00\u4f8b\u3067\u3059\u3002 \u307e\u305f\u2026<span class=\"read-more\"><a href=\"https:\/\/ntn-bpo.jp\/column\/customer-support\/customer_experience\/\">\u8a73\u3057\u304f\u898b\u308b<\/a><\/span><\/p>\n","protected":false},"author":1,"featured_media":5377,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[5],"tags":[56,14,26],"class_list":["post-6758","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-support","tag-cx","tag-14","tag-26"],"acf":[],"aioseo_notices":[],"aioseo_head":"\n\t\t<!-- All in One SEO 5.0.0.1 - aioseo.com -->\n\t<meta name=\"description\" content=\"\u4f01\u696d\u304c\u5c06\u6765\u306b\u308f\u305f\u3063\u3066\u53ce\u76ca\u3092\u5f97\u308b\u305f\u3081\u306b\u306f\u3001\u7af6\u5408\u4ed6\u793e\u306b\u306f\u306a\u3044\u5f37\u307f\u30fb\u4fa1\u5024\u89b3\u3092\u5275\u51fa\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3067\u3059\u3002 \u300c\u25cb\u25cb\u3092\u4f7f\u3063\u305f\" \/>\n\t<meta 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