对话智能：新客户体验优势(英文)-Medallia

conversationalIntelligence:

IntroductionM

02⃞2026Medallia.comhttps://www.medallia.com/blog/survey-response-rates-getting-harder-what-to-do/

You'vealreadygotthedata.youjustaren'tusingit.

whatisconversationalintelligence,anyway?

Author

o1ExecutivesummaryM

04⃞2026Medallia.com

keyFindings

BetterNews

(64%)

59%

1in3

(73%)

02HiddensignalsM

06⃞2026Medallia.com

Everycallisacryforhelp.Areyoupayingattention?

TheInsight

Thechallenge

Theopportunity

07⃞2026Medallia.com

""

75%ofcxpractitionersagree

08⃞2026Medallia.com

09⃞2026Medallia.com

canitreallybeavocprogramifyou'renot

listeningtocustomerconversations?

41%59%

?

"io

03TheAdoptionDivideM

11⃞2026Medallia.com

andwho'smissingout?

TheInsight

Thechallenge

Theopportunity

Reportedcluseamongcxteams

30%

""

Reportedcluseamongcontactcenters

30%

12%

LittleusesomewhatfrequentuseHeavyuse

12C2026Medallia.com

13⃞2026Medallia.com

Leaderslisten.

Laggardsblockthenoise.

whatthismeans?

36%

TheBenefits

04TheBenefitsM

15⃞2026Medallia.com

whenyouactuallyusecIwildthingshappen.

TheInsight

Thechallenge

Theopportunity

16⃞2026Medallia.com

Thevalueisclear:

Amongallcxpractitioners:Amongthosealreadyusingconversationalintelligence:

90%agree

87%agree

85%agree

17⃞2026Medallia.com

conversationalintelligence

packssomepowerfultools.

Topthemes,descriptionsofcluseacrossorganization

1Agentcoaching

口2GenerativeAlincustomercommunications

3sentimentandintentanalysis

4lssues/painpointsidentification

seniorDirector,Manufacturing,USA

5Issues/painpointsidentification

whatarethekeyoutcomesyourcontactcenterhaspursuedbyusingconversationalintelligence?

%ofcontactcenterpractitionerswholistedeachbenefit

18⃞2026Medallia.com

19⃞2026Medallia.com

doingthingsdifferently.

High-valueconversationalintelligenceusecases

contactcenterandcxprofessionalswhosayconversationalintelligenceis"highlyvaluable"are…

05progressBlockersM

21⃞2026Medallia.com

youcan'tscaleinsight

TheInsight

Thechallenge

Theopportunity

22⃞2026Medallia.com

Thebiggestbarriersstandinginthewayofsuccess?

Dataconcerns,clunkytech,skillgaps,andROIdoubts.

Topbarrierstousingandincreasinguseofconversationalintelligence

Rankbasedon%ofpractitionersciting,byroletype

5Regulatorylcomplianceconcerns

6Lackofbudget

口Dataprivacylsecurityconcerns

2Technologyintegrationchallenges

3skillset/capacitygapstousedata

4Returnoninvestmentskepticism

whenteamsandtecharesiloed,youcan'tharnessitsfullpotential

Techsilos:

vicepresident,Retail,Newzealand

Teamsilos

seniorvicepresident,Retail,USA

23⃞2026Medallia.com

24⃞2026Medallia.com

Howtoget

seniorDirector,utilities,USA

seamlessintegrationwithexistingtechnologies

MoreAl-drivenadvancedanalytics

centralizeddashboards/insights

Moretaskautomationforagents

Real-timeagentassistance/coaching

4

3

5

2

DreamBigger

O06DreamBiggerM

26⃞2026Medallia.com

You'renotdreamingtoobig.You'rejustusingtoolittle.

TheInsight

Thechallenge

Theopportunity

lfyou'relikemostcxprofessionals,

TOP5cxusecases%citing

voiceofthecustomerthemes59%

servicespeed/efficiencyimprovements53%

GenerativeAlincustomercommunications53%

personalization/tailoredrecommendations51%

complianceIqualityassurance47%

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companiesneedto

57%

57%

whatthismeans

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contactcentersarecheckingsome,butnotall,Al-drivenconversationalintelligenceboxes.

44%

what'SNext?

07what'SNext?M

31⃞2026Medallia.com

Thefutureofcxisconversational.

Anditsalreadyhappening.

TheInsight

Theopportunity

Thechallenge

32⃞2026Medallia.com

64%

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ASAlgetsbetter,

Topreasonsforincreasedclinvestment,%citing

65%

Aladvancesinmakingthedatausable

45%

Increaseddemandforbetterexperiences

44%

Morefamiliaritywithtools/partners

41%

Easiertechnologyintegrations

34%

pressuretokeepupwithcomp