{"id":1454,"date":"2025-07-04T17:05:11","date_gmt":"2025-07-04T08:05:11","guid":{"rendered":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/?p=1454"},"modified":"2026-03-12T15:08:27","modified_gmt":"2026-03-12T06:08:27","slug":"cx","status":"publish","type":"post","link":"https:\/\/jpc.jpc-net.jp\/productivitynavi\/cx\/","title":{"rendered":"CX(\u9867\u5ba2\u4f53\u9a13)\u3068\u306f\uff5eDX\u3067\u91cd\u8981\u6027\u304c\u5897\u3059CX\u5411\u4e0a\u306e\u30dd\u30a4\u30f3\u30c8"},"content":{"rendered":"
\n\t\t
\u76ee\u6b21<\/div>\n\t\t
  1. CX(\u9867\u5ba2\u4f53\u9a13)\u3068\u306f<\/a><\/li>
  2. \u306a\u305cCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306b\u6ce8\u76ee\u304c\u96c6\u307e\u308b\u306e\u304b<\/a><\/li>
  3. CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3092\u3069\u306e\u3088\u3046\u306b\u30c7\u30b6\u30a4\u30f3\u3059\u308b\u304b\uff1f<\/a><\/li>
  4. \u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30c3\u30d7\u306e\u63cf\u304d\u65b9<\/a><\/li>
  5. \u671b\u307e\u3057\u3044CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u5b9f\u73fe<\/a><\/li>
  6. CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u30de\u30cd\u30b8\u30e1\u30f3\u30c8<\/a><\/li>
  7. \u3055\u3089\u306b\u4e00\u6b69\u9032\u3093\u3060CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u5275\u9020\u306b\u5411\u3051\u3066<\/a>
    1. \u89b3\u5bdf\u529b\u3092\u9ad8\u3081\u308b\u30a2\u30fc\u30c8\u601d\u8003\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0<\/a><\/li>
    2. \u9867\u5ba2\u3068\u306e\u4fa1\u5024\u5171\u5275\u3092\u8a2d\u8a08<\/a><\/li><\/ol><\/li><\/ol><\/li><\/ol>\n\t<\/div>\n\n\n

      \u6628\u4eca\u3001DX\u3068\u3068\u3082\u306b\u30d0\u30ba\u30ef\u30fc\u30c9\u3068\u3057\u3066\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\/\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\uff09<\/strong>\u306e\u91cd\u8981\u6027\u304c\u6307\u6458\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u672c\u30b3\u30e9\u30e0\u3067\u306f\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3068\u306f\u305d\u3082\u305d\u3082\u4f55\u306a\u306e\u304b\u3001\u306a\u305c\u4eca\u6ce8\u76ee\u3092\u96c6\u3081\u3066\u3044\u308b\u306e\u304b\u3001\u305d\u3057\u3066\u3069\u306e\u3088\u3046\u306b\u30c7\u30b6\u30a4\u30f3\u3057\u3001\u30de\u30cd\u30b8\u30e1\u30f3\u30c8\u3057\u3066\u3044\u3051\u3070\u3044\u3044\u306e\u304b\u306b\u3064\u3044\u3066\u89e3\u8aac\u3044\u305f\u3057\u307e\u3059\u3002\u3000<\/p>\n\n\n\n

      CX(\u9867\u5ba2\u4f53\u9a13)\u3068\u306f<\/h2>\n\n\n\n

      \u6628\u4eca\u3001\u8033\u306b\u3059\u308b\u3053\u3068\u304c\u591a\u304f\u306a\u3063\u305fCX\u3067\u3059\u304c\u3001Customer experience\u306e\u7565\u8a9e<\/span><\/strong>\u3067\u65e5\u672c\u8a9e\u3067\u306f\u4e00\u822c\u306b\u300c\u9867\u5ba2\u4f53\u9a13\u300d\u3068\u8a33\u3055\u308c\u307e\u3059\u3002\u88fd\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306e\u8cfc\u5165\u691c\u8a0e\u6bb5\u968e\u304b\u3089\u5229\u7528\u6bb5\u968e\u306b\u81f3\u308b\u904e\u7a0b\u306b\u304a\u3044\u3066\u3001\u9867\u5ba2\u304c\u4f01\u696d\u3068\u306e\u69d8\u3005\u306a\u63a5\u70b9\uff08\u9867\u5ba2\u63a5\u70b9\uff09\u3067\u611f\u3058\u308b\u4f53\u9a13\u3092\u8868\u3059\u8a00\u8449\u3068\u3057\u3066\u4f7f\u308f\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      \u3057\u304b\u3057\u3001\u3053\u308c\u3060\u3051\u3067\u306f\u6f20\u7136\u3068\u3057\u3066\u304a\u308a\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u610f\u5473\u3059\u308b\u3068\u3053\u308d\u3084\u305d\u306e\u7279\u5fb4\u3092\u6349\u3048\u308b\u3053\u3068\u306f\u96e3\u3057\u3044\u3068\u601d\u308f\u308c\u307e\u3059\u3002\u3067\u306f\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306b\u8fbc\u3081\u3089\u308c\u305f\u610f\u5473\u5408\u3044\u3084\u305d\u306e\u7279\u5fb4\u3068\u306f\u4f55\u306a\u306e\u304b\u3001\u305d\u308c\u3092\u7d10\u89e3\u304f\u9375\u304c\u300c\u7d4c\u9a13\u4fa1\u5024\u300d\u3068\u547c\u3070\u308c\u308b\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u4e0a\u306e\u8003\u3048\u65b9\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

      \u4f8b\u3048\u3070\u3001\u79c1\u305f\u3061\u304c\u30b9\u30de\u30fc\u30c8\u30d5\u30a9\u30f3\u3092\u8cfc\u5165\u3059\u308b\u306e\u306f\u3001\u30b9\u30de\u30fc\u30c8\u30d5\u30a9\u30f3\u81ea\u4f53\u3092\u6240\u6709\u3059\u308b\u3053\u3068\u4ee5\u4e0a\u306b\u3001\u30b9\u30de\u30fc\u30c8\u30d5\u30a9\u30f3\u3092\u4f7f\u3063\u3066\u96fb\u8a71\u3084\u30e1\u30fc\u30eb\u3001\u69d8\u3005\u306a\u30a2\u30d7\u30ea\u3092\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u4e3b\u306a\u76ee\u7684\u3060\u3068\u601d\u308f\u308c\u307e\u3059\u3002\u3064\u307e\u308a\u3001\u79c1\u305f\u3061\u306b\u3068\u3063\u3066\u3001\u30b9\u30de\u30fc\u30c8\u30d5\u30a9\u30f3\u3068\u3044\u3046\u88fd\u54c1\u305d\u306e\u3082\u306e\u3088\u308a\u3082\u3001\u305d\u308c\u3092\u4f7f\u3046\u3053\u3068\u3067\u53ef\u80fd\u3068\u306a\u308b\u300c\u7d4c\u9a13\uff08\u3082\u3057\u304f\u306f\u4f53\u9a13\uff09\u300d\u304c\u91cd\u8981\u3067\u3042\u308a\u3001\u305d\u3053\u306b\u3088\u308a\u9ad8\u3044\u4fa1\u5024\u304c\u3042\u308b\u3068\u8a00\u3048\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306b\u3001\u9867\u5ba2\u306b\u3068\u3063\u3066\u306e\u4fa1\u5024\u3092\u88fd\u54c1\u3084\u63d0\u4f9b\u30b5\u30fc\u30d3\u30b9\u3088\u308a\u3082\u300c\u7d4c\u9a13\u300d\u306b\u7740\u76ee\u3059\u308b\u8003\u3048\u65b9\u3092\u300c\u7d4c\u9a13\u4fa1\u5024<\/span><\/strong>\u300d\u3068\u547c\u3073\u307e\u3059\u3002\u5b9f\u306fCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3067\u8a00\u3046\u3068\u3053\u308d\u306e\u300c\u4f53\u9a13\u300d\u306f\u3001\u3053\u306e\u300c\u7d4c\u9a13\u4fa1\u5024\u300d\u3067\u7740\u76ee\u3059\u308b\u300c\u7d4c\u9a13\u300d\u306b\u7531\u6765\u3057\u307e\u3059\uff08\u82f1\u8a9e\u3067\u306f\u3069\u3061\u3089\u3082Experience\u3068\u306a\u308a\u3001\u672c\u30b3\u30e9\u30e0\u3067\u3082\u4ee5\u964d\u300c\u4f53\u9a13\u300d\u3068\u300c\u7d4c\u9a13\u300d\u3092\u540c\u7fa9\u3068\u3057\u3066\u6271\u3044\u307e\u3059\uff09\u3002\u3053\u306e\u300c\u7d4c\u9a13\u4fa1\u5024\u300d\u306b\u304a\u3044\u3066\u7740\u76ee\u3055\u308c\u308b\u300c\u7d4c\u9a13\u300d\u306f\u4e3b\u306b\u53f3\u56f3\u306e5\u3064\u306e\u9818\u57df\u306b\u308f\u305f\u308a\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306b\u304a\u3051\u308b\u300c\u4f53\u9a13\u300d\u3082\u3053\u308c\u3089\u306e\u9818\u57df\u306b\u95a2\u308f\u308b\u7d4c\u9a13\u3068\u6349\u3048\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      \"\"<\/figure>\n\n\n\n

      \u3055\u3089\u306b\u3001Lemon & Verhoef(2016)\u306b\u3088\u308c\u3070\u3001CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306f1\u56de\u9650\u308a\u306e\u300c\u4f53\u9a13\u300d\u3067\u306f\u306a\u304f\u3001\u904e\u53bb\u306e\u4f53\u9a13\u304c\u73fe\u5728\u306e\u4f53\u9a13\u306b\u3001\u3055\u3089\u306b\u73fe\u5728\u306e\u4f53\u9a13\u304c\u672a\u6765\u306e\u4f53\u9a13\u306b\u5f71\u97ff\u3092\u53ca\u307c\u3059\u5f62\u3067\u6642\u9593\u8ef8\u3092\u6301\u3063\u3066\u304a\u308a\u3001\u3053\u306e\u904e\u53bb\uff5e\u672a\u6765\u306e\u3064\u306a\u304c\u308a\u3092\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b8\u30e3\u30fc\u30cb\u30fcCustomer Journey<\/span><\/strong>\u3068\u5b9a\u7fa9\u3057\u3066\u3044\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u500b\u3005\u306eCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306f\u5de6\u56f3\u306e\u3088\u3046\u306b\u3001\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306e\u8cfc\u8cb7\u30d7\u30ed\u30bb\u30b9\u306b\u304a\u3044\u3066\u3001\u69d8\u3005\u306a\u9867\u5ba2\u63a5\u70b9\uff08\u30bf\u30c3\u30c1\u30dd\u30a4\u30f3\u30c8\uff09\u3067\u306e\u9867\u5ba2\u884c\u52d5\u3092\u901a\u3057\u3066\u4f53\u9a13\u3055\u308c\u308b\u3082\u306e\u3068\u3057\u3066\u63cf\u304b\u308c\u3066\u3044\u307e\u3059\u3002\u306a\u304a\u3001\u8cfc\u8cb7\u5f8c\u306e\u9867\u5ba2\u306e\u9069\u5207\u306a\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u5229\u7528\u3092\u7a4d\u6975\u7684\u306b\u652f\u63f4\u3057\u3001\u6b21\u671f\u306e\u9867\u5ba2\u4f53\u9a13\u3067\u306e\u7d99\u7d9a\u8cfc\u8cb7\u306b\u7e4b\u3052\u3066\u3044\u304f\u53d6\u308a\u7d44\u307f\u306f\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b5\u30af\u30bb\u30b9\u300d<\/span><\/strong>\u3068\u8fd1\u5e74\u547c\u3070\u308c\u3001\u30b5\u30d6\u30b9\u30af\u30ea\u30d7\u30b7\u30e7\u30f3\uff08\u7d99\u7d9a\u8ab2\u91d1\uff09\u578b\u306e\u4e8b\u696d\u30e2\u30c7\u30eb\u306b\u304a\u3044\u3066\u7279\u306b\u91cd\u8981\u8996\u3055\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

      \u306a\u305cCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306b\u6ce8\u76ee\u304c\u96c6\u307e\u308b\u306e\u304b<\/h2>\n\n\n\n

      \u3067\u306f\u3001\u306a\u305c\u4ecaCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u91cd\u8981\u6027\u304c\u6307\u6458\u3055\u308c\u3066\u3044\u308b\u306e\u3067\u3057\u3087\u3046\u304b\u3002\u305d\u306e\u80cc\u666f\u306b\u306f3\u3064\u306e\u74b0\u5883\u5909\u5316\u304c\u5927\u304d\u304f\u5f71\u97ff\u3057\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

      \u4e00\u3064\u306f\u9867\u5ba2\u63a5\u70b9\u306e\u591a\u69d8\u5316\u30fb\u8907\u96d1\u5316\u3067\u3059\u3002\u73fe\u4ee3\u306e\u4f01\u696d\u306f\u5f93\u6765\u304b\u3089\u306e\u30aa\u30d5\u30e9\u30a4\u30f3\u306e\u30c1\u30e3\u30cd\u30eb\uff08\u5378\u58f2\u30fb\u5c0f\u58f2\uff09\u30fb\u30e1\u30c7\u30a3\u30a2\uff08TV\u3001\u65b0\u805e\u30fb\u96d1\u8a8c\u7b49\uff09\u306b\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u306e\u30c1\u30e3\u30cd\u30eb\uff08\u76f4\u8ca9\u30b5\u30a4\u30c8\u30fb\u30cd\u30c3\u30c8\u901a\u8ca9\u7b49\uff09\u30fb\u30e1\u30c7\u30a3\u30a2\uff08Web\u5e83\u544a\u30fb\u6bd4\u8f03\u30b5\u30a4\u30c8\u30fbSNS\u7b49\uff09\u304c\u52a0\u308f\u3063\u305f\u3053\u3068\u3067\u3001\u69d8\u3005\u306a\u30c1\u30e3\u30cd\u30eb\u30fb\u30e1\u30c7\u30a3\u30a2\u306b\u5fdc\u3058\u305f\u8ca9\u4fc3\u3084\u9867\u5ba2\u5bfe\u5fdc\u304c\u5fc5\u8981\u306b\u306a\u3063\u3066\u3044\u307e\u3059\u3002\u7279\u306b\u3001SNS\u306b\u3088\u308b\u5f71\u97ff\u306f\u5927\u304d\u304f\u3001\u9867\u5ba2\u304b\u3089\u9867\u5ba2\u3078\u306e\u53e3\u30b3\u30df\u3084\u63a8\u5968\u7b49\u306f\u4f01\u696d\u5074\u304c\u5f71\u97ff\u529b\u3092\u4e0e\u3048\u308b\u3053\u3068\u304c\u96e3\u3057\u304f\u306a\u3063\u3066\u304d\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u305f\u3081\u3001\u4f01\u696d\u5074\u3068\u3057\u3066\u306f\u3001\u3088\u308a\u7d4c\u55b6\u8cc7\u6e90\u3084\u6a5f\u80fd\u3092\u7d71\u5408\u3057\u3066\u3001\u9069\u5207\u306bCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3092\u5411\u4e0a\u3055\u305b\u3066\u3044\u304f\u91cd\u8981\u6027\u304c\u9ad8\u307e\u3063\u3066\u304d\u3066\u3044\u308b\u3068\u8a00\u3048\u307e\u3059\u3002<\/p>\n\n\n\n

      \u3082\u3046\u4e00\u70b9\u306f\u3001\u9867\u5ba2\u4fa1\u5024\u306e\u300c\u30b3\u30e2\u30c7\u30a3\u30c6\u30a3\u5316\u300d\u306b\u306a\u308a\u307e\u3059\u3002\u4e00\u822c\u7684\u306b\u3001\u9867\u5ba2\u4fa1\u5024\uff08\u9867\u5ba2\u306b\u3068\u3063\u3066\u306e\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306e\u4fa1\u5024\uff09\u306f\u3001\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306e\u6027\u80fd\u3084\u54c1\u8cea\u304b\u3089\u5f97\u3089\u308c\u308b\u300c\u6a5f\u80fd\u7684\u4fa1\u5024\u300d\u3068\u3001\u305d\u306e\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306e\u30a4\u30e1\u30fc\u30b8\u3084\u4f7f\u7528\u3092\u901a\u3057\u3066\u5f97\u3089\u308c\u308b\u60c5\u7dd2\u7684\u306a\u5074\u9762\u3092\u8868\u3059\u300c\u611f\u6027\u7684\u4fa1\u5024\u300d\u306b\u533a\u5206\u3055\u308c\u307e\u3059\uff08\u300c\u6a5f\u80fd\u7684\u4fa1\u5024\u300d\u306b\u652f\u3048\u3089\u308c\u3066\u9ad8\u3044\u300c\u611f\u6027\u7684\u4fa1\u5024\u300d\u304c\u69cb\u7bc9\u3055\u308c\u305f\u3082\u306e\u304c\u30d6\u30e9\u30f3\u30c9\u3068\u8a00\u3048\u307e\u3059\uff09\u3002<\/p>\n\n\n\n

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      3\u70b9\u76ee\u304c\u3001\u30b3\u30ed\u30ca\u904e\u3092\u901a\u3058\u305fDX\uff08\u30c7\u30b8\u30bf\u30eb\u30fb\u30c8\u30e9\u30f3\u30b9\u30d5\u30a9\u30fc\u30e1\u30fc\u30b7\u30e7\u30f3\uff09\u306e\u6025\u901f\u306a\u9032\u5c55\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u30b3\u30ed\u30ca\u904e\u3092\u901a\u3057\u3066\u3001\u5bfe\u9762\u3067\u306e\u55b6\u696d\u6d3b\u52d5\u3084\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306a\u3069\u304c\u5236\u9650\u3055\u308c\u3001\u30ea\u30e2\u30fc\u30c8\u30ef\u30fc\u30af\u304c\u65e5\u5e38\u7684\u306b\u306a\u3063\u3066\u304d\u305f\u3053\u3068\u3067\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u7a7a\u9593\u3067\u306e\u55b6\u696d\u3084\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u6bd4\u91cd\u304c\u4e00\u6c17\u306b\u9ad8\u307e\u3063\u3066\u304d\u3066\u3044\u307e\u3059\u3002\u5f93\u6765\u306f\u30aa\u30f3\u30e9\u30a4\u30f3\u4e0a\u306e\u6d3b\u52d5\u3092\u88dc\u52a9\u7684\u306a\u4f4d\u7f6e\u3065\u3051\u3068\u3057\u3066\u304d\u305f\u4f01\u696d\u3082\u3001\u30ea\u30a2\u30eb\u3068\u30aa\u30f3\u30e9\u30a4\u30f3\u3092\u7e54\u308a\u4ea4\u305c\u305f\u30cf\u30a4\u30d6\u30ea\u30c3\u30c9\u306a\u6d3b\u52d5\u3084\u65b0\u3057\u3044\u53d6\u308a\u7d44\u307f\u304c\u6c42\u3081\u3089\u308c\u3001\u305d\u308c\u3089\u306b\u9069\u5fdc\u3059\u308b\u305f\u3081\u306b\u793e\u5185\u306e\u69d8\u3005\u306a\u4ed5\u7d44\u307f\u3084\u5236\u5ea6\u3092\u5909\u9769\u3059\u308b\u5fc5\u8981\u6027\uff08\uff1dDX\uff09\u306b\u8feb\u3089\u308c\u3066\u3044\u307e\u3059\u3002\u305d\u306e\u4e00\u74b0\u3068\u3057\u3066\u307e\u3055\u306b\u9867\u5ba2\u63a5\u70b9\u3067\u306e\u5909\u9769\u3068\u3057\u3066\u3001\u6539\u3081\u3066\u9867\u5ba2\u4f53\u9a13\u3092\u63cf\u304d\u76f4\u3057\u3066\u3001\u63d0\u4f9b\u3057\u3066\u3044\u304f\u91cd\u8981\u6027\u304c\u9ad8\u307e\u3063\u3066\u304d\u3066\u304a\u308a\u307e\u3059\u3002<\/p>\n\n\n

      \n\t
      \n\t\t\t\t\t
      \n\t\t\t\t\"\"\n\t\t\t<\/figure>\n\t\t\t\t
      \n\t\t\t\n\t\t\t\t\u3010\u7121\u6599\u3011JCSI\u8abf\u67fb\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff09\u306e\u898b\u65b9\u30fb\u4f7f\u3044\u65b9\u30bb\u30df\u30ca\u30fc\uff08\u9332\u753b\u914d\u4fe1\uff09 | \u7814\u4fee\u30fb\u30bb\u30df\u30ca\u30fc | \u516c\u76ca\u8ca1\u56e3\u6cd5\u4eba…\t\t\t<\/a>\n\t\t\t\t\t\t\t
      \n\t\t\t\t\t\u3010\u7121\u6599\u3011JCSI\u8abf\u67fb\uff08\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff09\u306e\u898b\u65b9\u30fb\u4f7f\u3044\u65b9\u30bb\u30df\u30ca\u30fc\uff08\u9332\u753b\u914d\u4fe1\uff09\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\u3002\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8\u306f\u3001\u591a\u7a2e\u591a\u69d8\u306a\u968e\u5c64\u5225\/\u30c6\u30fc\u30de\u5225\u306e\u7814\u4fee\u30fb\u30bb\u30df…\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t
      \n\t\t\t\t\t\t\t\t\t\t\u516c\u76ca\u8ca1\u56e3\u6cd5\u4eba\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8<\/span>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n\n\n

      CX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3092\u3069\u306e\u3088\u3046\u306b\u30c7\u30b6\u30a4\u30f3\u3059\u308b\u304b\uff1f<\/h2>\n\n\n\n
      \"\"<\/figure>\n\n\n\n

      \u3067\u306f\u3001\u3069\u306e\u3088\u3046\u306bCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u5411\u4e0a<\/span><\/strong>\u3092\u56f3\u3063\u3066\u3044\u3051\u3070\u3044\u3044\u306e\u3067\u3057\u3087\u3046\u304b\u3002\u305d\u306e\u5177\u4f53\u7684\u306a\u624b\u6bb5\u306e\u4e00\u3064\u304c\u300c\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30c3\u30d7Customer Journey Map\u300d<\/span><\/strong>\u3068\u547c\u3070\u308c\u308b\u624b\u6cd5\u306b\u306a\u308a\u307e\u3059\u3002<\/p>\n\n\n\n

      \u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30c3\u30d7\u3068\u306f\u3001\u4e0a\u8ff0\u306eCustomer Journey\u4e0a\u306e\u4e00\u90e8\u306e\u30d7\u30ed\u30bb\u30b9\u306b\u7126\u70b9\u3092\u5f53\u3066\u3066\u3001\u9867\u5ba2\u306e\u884c\u52d5\u3068\u63a5\u70b9\u3001\u3055\u3089\u306b\u9867\u5ba2\u5fc3\u7406\u306e\u5909\u5316\u3084\u95a2\u9023\u3059\u308b\u8cea\u30fb\u91cf\u7684\u30c7\u30fc\u30bf\u3092\u56f3\u306e\u3088\u3046\u306b\u53ef\u8996\u5316\u3057\u3001\u5404\u5834\u9762\u3084\u5834\u9762\u9593\u306b\u304a\u3051\u308b\u8ab2\u984c\u3092\u5206\u6790\u3059\u308b\u624b\u6cd5\u3067\u3059\u3002\u65e2\u5b58\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u6539\u5584\u304b\u3089\u65b0\u3057\u3044\u5546\u54c1\/\u30b5\u30fc\u30d3\u30b9\u306b\u304a\u3051\u308bCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u306e\u30c7\u30b6\u30a4\u30f3\u307e\u3067\u5e83\u304f\u6d3b\u7528\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n\n\n\n

      \u6628\u4eca\u3067\u306f\u30c7\u30b6\u30a4\u30f3\u601d\u8003\u306b\u304a\u3051\u308b\u4ee3\u8868\u7684\u306a\u30c4\u30fc\u30eb\u3068\u3057\u3066\u6709\u540d\u3067\u3059\u304c\u3001\u5143\u3005\u306f\u54c1\u8cea\u7ba1\u7406\u306e\u8003\u3048\u65b9\u3092\u3082\u3068\u306b\u8003\u6848\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u63d0\u4f9b\u306e\u30d7\u30ed\u30bb\u30b9\u30fb\u8ab2\u984c\u3092\u53ef\u8996\u5316\u3059\u308b\u30c4\u30fc\u30eb\u3067\u3042\u3063\u305f\u30b5\u30fc\u30d3\u30b9\u30fb\u30d6\u30eb\u30fc\u30d7\u30ea\u30f3\u30c8Service blue-print<\/span><\/strong>\u3068\u3001\u30c7\u30b6\u30a4\u30f3\uff08\u3082\u3057\u304f\u306f\u30b5\u30fc\u30d3\u30b9\u30fb\u30c7\u30b6\u30a4\u30f3\uff09\u306e\u5206\u91ce\u3067\u57f9\u308f\u308c\u3066\u304d\u305f\u30e6\u30fc\u30b6\u30fc\u4e2d\u5fc3\u8a2d\u8a08\u306e\u8003\u3048\u65b9\u304b\u3089\u751f\u307e\u308c\u305f\u65b9\u6cd5\u8ad6\u3067\u3042\u308b\u3068\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u3053\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30b8\u30e3\u30fc\u30cb\u30fc\u30fb\u30de\u30c3\u30d7\u3092\u6d3b\u7528\u3057\u3001\u69d8\u3005\u306a\u30c1\u30e3\u30cd\u30eb\u30fb\u9867\u5ba2\u63a5\u70b9\u3092\u7d71\u5408\u3057\u3066\u30b7\u30fc\u30e0\u30ec\u30b9\u306aCX\uff08\u9867\u5ba2\u4f53\u9a13\uff09\u3092\u30c7\u30b6\u30a4\u30f3\u3059\u308b\u3053\u3068\u304c\u91cd\u8981\u3060\u3068\u8a00\u308f\u308c\u3066\u3044\u307e\u3059\u3002<\/p>\n\n\n\n

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      \"\"<\/figure>\n\n\n\n

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        \n
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        \n
        \"\"<\/figure>
        \u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff08JCSI\uff09
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        \n

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        READ MORE<\/span><\/svg><\/div><\/div><\/div>\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\uff08JCSI\uff09<br>\u8abf\u67fb\u7814\u7a76\u30fb\u63d0\u8a00\u6d3b\u52d5\u3000\u516c\u76ca\u8ca1\u56e3\u6cd5\u4eba\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8<\/a><\/div>\n<\/div>\n\n\n\n

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        \"\"<\/figure>\n\n\n\n

        \u9867\u5ba2\u3068\u306e\u4fa1\u5024\u5171\u5275\u3092\u8a2d\u8a08<\/h3>\n\n\n\n

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        \n
        \"\"<\/figure>
        \u56fd\u5185\u6700\u5927\u7d1a\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u300cJCSI\u300d\u306e\u3054\u7d39\u4ecb<\/div>
        \n

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        \u30b5\u30fc\u30d3\u30b9\u7523\u696d\u306e\u7d0430\u306e\u696d\u52d9\u3092\u5bfe\u8c61\u306b\u6bce\u5e74\u8abf\u67fb\u3092\u884c\u3044\u30b9\u30b3\u30a2\u4e0a\u8a18\u4f01\u696d\u3092\u516c\u8868\u3057\u2026<\/p>\n\n\n\n

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        YouTube\u7d39\u4ecb\u52d5\u753b\u306f\u3053\u3061\u3089\u304b\u3089<\/span><\/a><\/div>\n<\/div>\n<\/div>
        READ MORE<\/span><\/svg><\/div><\/div><\/div>\u56fd\u5185\u6700\u5927\u7d1a\u306e\u9867\u5ba2\u6e80\u8db3\u5ea6\u8abf\u67fb\u300cJCSI\u300d\u306e\u3054\u7d39\u4ecb<\/a><\/div>\n<\/div>\n\n\n

        \u53c2\u8003\u6587\u732e\uff1a<\/h4>\n

        Katherine N. Lemon & Peter C. Verhoef, (2016). Understanding Customer Experience Throughout the Customer Journey, Journal of Marketing AMA\/MSI Special Issue Vol.80: 69-96.
        \u6c60\u5c3e\u606d\u4e00\u30fb\u9752\u6728\u5e78\u5f18\u30fb\u5357\u77e5\u6075\u5b50\u30fb\u4e95\u4e0a\u54f2\u6d69\u300e\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u300f\u6709\u6590\u95a3, 2010.
        \u6b66\u5c71\u6b63\u76f4\u300c\u30b5\u30fc\u30d3\u30b9\u30c7\u30b6\u30a4\u30f3\u3068\u8996\u899a\u5316\u306e\u6280\u6cd5\u300d\u300e\u6176\u61c9\u7fa9\u587e\u5927\u5b66\u65e5\u5409\u7d00\u8981\uff0e\u793e\u4f1a\u79d1\u5b66\u300f23, 15-35, 2012.
        \u5c71\u53e3\u5468\u300e\u4e16\u754c\u306e\u30a8\u30ea\u30fc\u30c8\u306f\u306a\u305c\u300c\u7f8e\u610f\u8b58\u300d\u3092\u935b\u3048\u308b\u306e\u304b? \u7d4c\u55b6\u306b\u304a\u3051\u308b\u300c\u30a2\u30fc\u30c8\u300d\u3068\u300c\u30b5\u30a4\u30a8\u30f3\u30b9\u300d\u300f\u5149\u6587\u793e, 2017.
        \u52a0\u85e4\u5e0c\u5c0a\u300e\u306f\u3058\u3081\u3066\u306e\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u30ef\u30fc\u30af\u30b7\u30e7\u30c3\u30d7\u300f\u7fd4\u6cf3\u793e,2018.<\/p>\n\n\n

        \u6587\u8cac\uff1a\u65e5\u672c\u751f\u7523\u6027\u672c\u90e8 \u9867\u5ba2\u4fa1\u5024\u5275\u9020\u30bb\u30f3\u30bf\u30fc <\/p>\n\n\n\n

        <\/p>\n","protected":false},"excerpt":{"rendered":"

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