{"id":4316,"date":"2021-09-06T15:02:19","date_gmt":"2021-09-06T06:02:19","guid":{"rendered":"https:\/\/bcgblog.kr\/?p=4316"},"modified":"2021-10-14T18:42:33","modified_gmt":"2021-10-14T09:42:33","slug":"customer-experience-as-a-business-imperative","status":"publish","type":"post","link":"https:\/\/bcgblog.kr\/customer-experience-as-a-business-imperative\/","title":{"rendered":"\ub6f0\uc5b4\ub09c \uace0\uac1d \uacbd\ud5d8(CX), \uac1c\uc120\uc774 \uc544\ub2cc \ub300\ub300\uc801\uc778 \ubcc0\ud601\uc774 \ud544\uc694\ud558\ub2e4"},"content":{"rendered":"<p>\ub514\uc9c0\ud138 \uae30\uc220\uc774 \ubc1c\uc804\ud558\uace0 \uc0ac\ub78c\ub4e4\uc774 \uc774\ub97c \ud65c\uc6a9\ud558\ub294 \ub2a5\ub825\ub3c4 \ud5a5\uc0c1\ub418\uba74\uc11c, \uc5ec\ub7ec \uc0b0\uc5c5\uc5d0\uc11c \uc774\uc804\uacfc \ucc28\uc6d0\uc774 \ub2e4\ub978 \uc0ac\uc6a9\uc790 \uacbd\ud5d8\uc744 \ub9cc\ub4e4\uc5b4 \ub0bc \uc218 \uc788\uac8c \ub418\uc5c8\ub2e4. \uae30\uc5c5\uc758 CEO\ub294 \ubc14\ub85c \uc5ec\uae30\uc5d0 \uc8fc\ubaa9\ud574\uc57c \ud55c\ub2e4. \uc218\uc2ed \ub144\uc5d0 \ud55c \ubc88 \ucc3e\uc544\uc62c \ubc95\ud55c \uc131\uc7a5 \uae30\ud68c\uac00 \ub420 \uc218 \uc788\uae30 \ub54c\ubb38\uc774\ub2e4.<\/p>\n<p>\ub6f0\uc5b4\ub09c \uace0\uac1d \uacbd\ud5d8(customer experience, CX)\uc740 \uace0\uac1d\uc740 \ubb3c\ub860\uc774\uace0 \uae30\uc5c5\uc5d0\ub3c4 \uc774\ub4dd\uc774 \ub41c\ub2e4. \uc774\ub7ec\ud55c <a href=\"https:\/\/www.bcg.com\/en-kr\/capabilities\/customer-insights\/overview\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uc778\uc0ac\uc774\ud2b8<\/a>\ub294 \uc544\ub9c8\uc874\uc774\ub098 \uc560\ud50c, \uad6c\uae00\uacfc \uac19\uc740 \uc5c5\uacc4 \uc120\ub3c4\uae30\uc5c5\uc744 \ucc28\ubcc4\ud654\ud558\ub294 \uc694\uc18c\uc774\uae30\ub3c4 \ud558\ub2e4. BCG \uc5f0\uad6c\uc5d0 \ub530\ub974\uba74, \uace0\uac1d \ub9cc\uc871\ub3c4\uac00 \uac00\uc7a5 \ub192\uc740 \uae30\uc5c5\uc740 \uc9c0\ub09c 10\ub144 \ub3d9\uc548 \uc8fc\uc8fc \uac00\uce58\ub97c \ud3c9\uade0\ubcf4\ub2e4 2\ubc30 \ub354 \ucc3d\ucd9c\ud588\ub2e4. \uae30\uc5c5 \uc218\uc775\ubfd0\ub9cc \uc544\ub2c8\ub77c \uc8fc\uac00\uc218\uc775\ub960(price-to-earnings ratio, PER)\ub3c4 \uc0c1\uc2b9\ud574, \uacb0\uacfc\uc801\uc73c\ub85c \ucd1d \uc8fc\uc8fc\uc218\uc775\ub960\uae4c\uc9c0 \uc0c1\uc2b9\ud588\ub2e4. (\uadf8\ub9bc1 \ucc38\uc870)<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4317\" src=\"https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2.png\" alt=\"\" width=\"1280\" height=\"720\" title=\"\" srcset=\"https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2.png 1280w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2-300x169.png 300w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2-1024x576.png 1024w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2-768x432.png 768w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2-696x392.png 696w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2-1068x601.png 1068w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-1-KR-2-747x420.png 747w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/p>\n<p>\ub300\ubd80\ubd84\uc758 CEO\ub294 \uc790\uc0ac\uc758 CX\uc5d0 \uac1c\uc120\uc774 \ud544\uc694\ud558\ub2e4\ub294 \uc810\uc744 \uc778\uc9c0\ud558\uace0 \uc788\uace0, \uc774\ubbf8 \ub9ce\uc740 \ud22c\uc790\ub97c \ud558\uace0 \uc788\ub2e4. \ub610\ud55c \ubcc0\ud654\uac00 \ud558\ub8e8\uc544\uce68\uc5d0 \uc774\ub904\uc9c0\ub294 \uac83\uc774 \uc544\ub2c8\uba70, \ub54c\ub85c\ub294 \uae30\ub300\uc5d0 \ubbf8\uce58\uc9c0 \ubabb\ud560 \uc218\ub3c4 \uc788\ub2e4\ub294 \uc0ac\uc2e4\uc744 \uc774\ud574\ud558\uace0 \uc788\ub2e4. \uc9c0\uae08\uaecf BCG\uac00 \uc0b4\ud3b4\ubcf8 \uc0ac\ub840\uc5d0 \ube44\ucd94\uc5b4 \ubcfc \ub54c, \ubaa9\ud45c \ub2ec\uc131\uc5d0 \uc2e4\ud328\ud558\ub294 \uc8fc\uc694 \uc6d0\uc778\uc740 \ubc14\ub85c CX \uacb0\uacfc\uac00 \ube44\uc988\ub2c8\uc2a4\uc758 \uc774\uc775 \ubc0f \uc7ac\ubb34 \ubaa9\ud45c\uc640 \uba85\ud655\ud788 \uc5f0\uad00\ub418\uc5b4 \uc788\uc9c0 \uc54a\ub2e4\ub294 \uc810\uc5d0 \uc788\ub2e4. \uae30\uc5c5\uc740 \uacfc\uac10\ud55c \ud601\uc2e0\uc744 \ud1b5\ud574 \uc9c4\uc815\ud55c \ubc1c\uc804\uc744 \uaf80\ud558\uae30\ubcf4\ub2e4\ub294 \ud604\uc0c1(\u73fe\u72c0)\uc744 \uae30\uc900\uc73c\ub85c \uc810\uc9c4\uc801 \ubcc0\ud654\ub9cc\uc744 \ub9cc\ub4dc\ub294 \ub370 \uadf8\uce58\uac8c \ub41c\ub2e4.<\/p>\n<p>\ube44\uc988\ub2c8\uc2a4 \uac00\uce58 \uc2e4\ud604\uc744 \uc704\ud574 \ucc28\ubcc4\ud654\ub41c CX\ub97c \uad6c\ud604\ud558\ub824\uba74 CEO\ub294 \uc6d0\ub9cc\ud55c \uc6b0\uc0c1\ud5a5 \ubc1c\uc804 \uace1\uc120\ub9cc\uc744 \uc887\uc544\uc11c\ub294 \uc548 \ub41c\ub2e4. \ub300\ub300\uc801\uc778 \ubcc0\ud601, \uc989 \uae30\uc5c5\uc774 \uc0dd\uac01\ud558\uace0 \uac1c\ubc1c\ud558\uace0, \uad6c\ud604\ud558\uace0 \uc9c0\uc18d\ud558\uba70 \uc218\uc775\ud654\ud558\ub294 \ubc29\uc2dd\uc744 \ub4a4\uc9d1\ub294 \ud328\ub7ec\ub2e4\uc784\uc758 \ubcc0\ud654\uac00 \ud544\uc694\ud558\ub2e4. \u2018\ubbf8\ub2e4\uc2a4 \ud130\uce58(The MIDAS touch)\u2019\ub77c \ubd80\ub974\ub294 BCG \ud328\ub7ec\ub2e4\uc784\uc740 \uce21\uc815, \ud601\uc2e0, \uc81c\uacf5, \ud65c\uc131\ud654, \ub3d9\uae30\ud654\uc758 \ub2e4\uc12f \uac00\uc9c0 \ud575\uc2ec \uc694\uc18c\ub85c \uad6c\uc131\ub41c\ub2e4. (\uadf8\ub9bc2 \ucc38\uc870)<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-4318\" src=\"https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1.png\" alt=\"\" width=\"1280\" height=\"720\" title=\"\" srcset=\"https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1.png 1280w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1-300x169.png 300w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1-1024x576.png 1024w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1-768x432.png 768w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1-696x392.png 696w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1-1068x601.png 1068w, https:\/\/bcgblog.kr\/wp-content\/uploads\/2021\/09\/Chart-2-KR-1-747x420.png 747w\" sizes=\"auto, (max-width: 1280px) 100vw, 1280px\" \/><\/p>\n<p>\ubbf8\ub2e4\uc2a4 \ud130\uce58\uc2dd \uc811\uadfc\ubc95\uc744 \ucc44\ud0dd\ud558\ub294 \uacbd\uc6b0 CEO\ub294 \ub2e4\uc74c\uc758 \ub0b4\uc6a9\uc744 \uace0\ub824\ud574\uc57c \ud55c\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>\uc124\ubb38\uc9c0 \ub108\uba38\uc758 \ube44\uc988\ub2c8\uc2a4 \uc601\ud5a5\ub825\uc744 \uce21\uc815\ud558\ub77c<\/strong><\/h3>\n<p>&nbsp;<\/p>\n<p>CX \uce21\uc815\uc744 \ud560 \ub54c, \uae30\uc5c5\uc740 \uc8fc\ub85c \ubc31\ubbf8\ub7ec\ub97c \ubcf4\ub294 \ubc29\uc2dd\uc5d0 \ub354 \uc775\uc219\ud574\uc838 \uc788\ub2e4. \uc989, \uace0\uac1d \uacbd\ud5d8 \uc774\ud6c4\uc5d0 \uc2e4\uc2dc\ub418\ub294 \uc124\ubb38\uc870\uc0ac \uacb0\uacfc\ub97c \uae30\ubc18\uc73c\ub85c CX\ub97c \uce21\uc815\ud558\ub294 \uac83\uc774\ub2e4. \uadf8\ub7ec\ub098 \uc774\ub7ec\ud55c \uc870\uc0ac\ub85c\ub294 CX \uad00\ub828 \ubb38\uc81c\uc758 \uc6d0\uc778\uc774\ub098 \ube44\uc988\ub2c8\uc2a4\uc5d0 \ub07c\uce58\ub294 \uc601\ud5a5\uc744 \uba85\ud655\ud788 \ud30c\uc545\ud558\uae30 \uc5b4\ub835\ub2e4. \ub354\uc6b1\uc774 \uc870\uc0ac \uacb0\uacfc\ub294 \uacbd\ud5d8\uc774 \ubc1c\uc0dd\ud55c \uc774\ud6c4\uc5d0 \ub098\uc624\uae30 \ub54c\ubb38\uc5d0, \uc2e4\uc2dc\uac04\uc73c\ub85c \uac1c\uc785\ud558\uc5ec \uc798\ubabb\ub41c \ubd80\ubd84\uc744 \uc218\uc815\ud560 \uae30\ud68c\uac00 \uac70\uc758 \uc5c6\uae30\ub3c4 \ud558\ub2e4.<\/p>\n<p>BCG\uc758 CX \uce21\uc815 \uc2dc\uc2a4\ud15c\uc740 \ub354 \uc2a4\ub9c8\ud2b8\ud55c \uc811\uadfc \ubc29\uc2dd\uc73c\ub85c \uae30\uc874\uc758 \uc758\uacac \uccad\ucde8 \ubc29\uc2dd\uc5d0\ub294 \uc5c6\ub358 \ub514\uc9c0\ud138 \uc5ed\ub7c9\uc744 \uc81c\uacf5\ud558\uc5ec, \uace0\uac1d\uacfc \uae30\uc5c5 \uc0ac\uc774 \uc0c1\ud638\uc791\uc6a9\uc744 \uc2e4\uc2dc\uac04\uc73c\ub85c \uce21\uc815\ud560 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc81c\uc0bc\uc790\uc640\uc758 \uad50\ub958\ub3c4 \uce21\uc815\ud55c\ub2e4. \ub354\ubd88\uc5b4 \uc2e4\uc2dc\uac04\uc73c\ub85c \uac1c\uc785\ud560 \uc218 \uc788\ub3c4\ub85d \uc778\uc0ac\uc774\ud2b8\ub97c \ub3c4\ucd9c\ud558\uba74\uc11c \uad00\ub828 \uc870\uce58\ub97c \ube44\uc988\ub2c8\uc2a4 \uc131\uacfc\ub85c \uc5f0\uacb0\ud55c\ub2e4.<\/p>\n<p>\uc2dc\uc2a4\ud15c\uc744 \ubc1c\uc804\uc2dc\ud0a4\ub824\uba74 \uace0\uac1d\uc774 \uc81c\ud488\uc774\ub098 \uc11c\ube44\uc2a4\ub97c \uacbd\ud5d8\ud560 \ub54c \uac70\uce58\ub294 \u2018\uace0\uac1d \uc5ec\uc815(customer journey)\u2019\uc744 \uc81c\ub300\ub85c \uc774\ud574\ud574\uc57c \ud55c\ub2e4. \uc608\ub97c \ub4e4\uc5b4, \uc77c\ubc18\uc801\uc778 \uc18c\ub9e4 \uae08\uc735 \uc740\ud589\uc5d0\ub294 \ubcf4\ud1b5 \uc5ec\uc12f \uc885\ub958\uc758 \uace0\uac1d \uc5ec\uc815\uc774 \uc874\uc7ac\ud558\ub294\ub370, \uc800\ucd95 \ud639\uc740 \uac70\ub798\ub97c \uc704\ud55c \uac00\uc785, \uc790\uae08 \uc870\ub2ec, \uc8fc\ud0dd \uad6c\ub9e4, \uacc4\uc88c \uc11c\ube44\uc2a4 \uc774\uc6a9, \uae08\uc735 \uac70\ub798, \ubb38\uc81c \ud574\uacb0\uc774 \ub300\ud45c\uc801\uc774\ub2e4. \uac01 \uc5ec\uc815\uc5d0\ub294 \uc8fc\uae30 \uc2dc\uac04\uacfc \uc624\ub958\uc728, \uadf8\ub9ac\uace0 \ud37c\ub110(funnel) \uc774\ud0c8 \ub4f1 \uc2e4\uc2dc\uac04 \uce21\uc815 \uae30\uc900\uc774 \uc788\ub294 \uade0\ud615\uc131\uacfc\ud45c(balanced-scorecard, BSC)\uac00 \uc788\ub2e4. \uc911\uc694\ud55c \uac83\uc740 \uc774\ub7ec\ud55c \uae30\uc900\uc774 \ubc14\ub85c \ube44\uc988\ub2c8\uc2a4 \uc601\ud5a5\uacfc KPI\uc5d0 \ubd80\ud569\ud558\ub294 \ube44\uc988\ub2c8\uc2a4 \uce21\uc815 \uae30\uc900\uacfc \uba85\ud655\ud788 \uc5f0\uacb0\ub418\uc5b4 \uc788\ub2e4\ub294 \uc810\uc774\ub2e4. \uac00\ub839 \uc8fc\uae30 \uc2dc\uac04\uc740 \ube44\uc6a9 \ubc0f \ud1b5\uc81c \uacb0\uacfc\uc640, \ud37c\ub110 \uc774\ud0c8\uc740 \uc774\ud0c8\ub960 \ubc0f \uace0\uac1d \uac10\uc18c\uc640 \uc5f0\uad00\uc774 \uc788\uc744 \uac83\uc774\ub2e4.<\/p>\n<p>\uae30\uc5c5\uc740 \uc6b0\uc120 \uce21\uc815 \uae30\uc900\uc744 \ud30c\uc545\ud558\uace0 \uc9c0\uc18d\ud574\uc11c \ubaa8\ub2c8\ud130\ub9c1\ud560 \uc218 \uc788\ub294 \ub370\uc774\ud130 \uc18c\uc2a4\ub97c \uad6c\ucd95\ud55c \ub4a4, \uc774 \uacfc\uc815\uc744 \ud1b5\ud574 \ud575\uc2ec \uce21\uc815 \uae30\uc900\uc744 \uc138\ubd84\ud654\ud574\uc57c \ud55c\ub2e4. \uadf8\ub7f0 \ub2e4\uc74c, \uace0\uac1d \uc5ec\uc815\uc5d0\uc11c \uc5b4\ub5a4 \ubb38\uc81c\uac00 \ubc1c\uc0dd\ud558\ub294\uc9c0 \ud30c\uc545\ud558\uace0 \ud574\uacb0\uc744 \uc704\ud55c \uc870\uce58 \ubc29\uc548\uc744 \uc81c\uc548\ud560 \ubd84\uc11d \uc5d4\uc9c4\uc744 \uad6c\ucd95\ud574\uc57c \ud55c\ub2e4. \uc774\ub7ec\ud55c \uac1c\uc785 \uc694\uc18c\ub97c \uad00\ub828 \ubb3c\ub9ac\uc801 \ucc44\ub110 \ubc0f \ub514\uc9c0\ud138 \ucc44\ub110\uc5d0 \uc801\uc6a9\ud568\uc73c\ub85c\uc368 \uae30\uc5c5\uc740 \uac70\uc758 \uc2e4\uc2dc\uac04\uc73c\ub85c \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\uc120\ud560 \uc218 \uc788\uace0 \uade0\ud615\uc131\uacfc\ud45c \uacb0\uacfc\ub3c4 \ud5a5\uc0c1\ud560 \uc218 \uc788\ub2e4. \uc774 \ubaa8\ub4e0 \uac83\uc774 \ube44\uc988\ub2c8\uc2a4 \uacb0\uacfc\uc5d0 \uc5b4\ub5a4 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294\uc9c0 \uc774\ud574\ud55c\ub2e4\uba74, \uae30\uc5c5\uc740 \uc810\ucc28 \uace0\uac1d \uacbd\ud5d8\uc744 \uac1c\uc120\ud560 \ud559\uc2b5 \uc2dc\uc2a4\ud15c\uc744 \uad6c\ucd95\ud560 \uc218 \uc788\uc744 \uac83\uc774\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>\uc0ac\ub78c \uc911\uc2ec \uacbd\ud5d8\uc73c\ub85c \ud601\uc2e0\uc744 \uc77c\uc73c\ucf1c\ub77c<\/strong><\/h3>\n<p>&nbsp;<\/p>\n<p>\uc810\uc9c4\uc801 \uac1c\uc120\uc774\ub780 \uc0ac\uc2e4 \ud568\uc815\uc774\ub2e4. \uc218\ub144\uac04 \uae30\uc5c5\ub4e4\uc740 \ud604\uc7ac\uc758 \ud504\ub85c\uc138\uc2a4\uc640 \uacbd\ud5d8\uc744 \uc774\ud574\ud558\uae30 \uc704\ud574 \ud504\ub85c\uc138\uc2a4 \uc7ac\uc124\uacc4 \uae30\uc220, \ub9b0(lean) \uae30\ubc95, \uace0\uac1d \uc5ec\uc815 \ub9e4\ud551(customer journey mapping, CJM) \uae30\uc220 \ub4f1\uc5d0 \uc758\uc874\ud574 \uc654\ub2e4. \uc18c\ube44\uc790 \uace0\ucda9\uc810\uc744 \ud574\uacb0\ud558\uace0 \ube44\ud6a8\uc728\uc131\uc744 \uc81c\uac70\ud558\uba74\uc11c CX\ub97c \uc804\ubc18\uc801\uc73c\ub85c \uac1c\uc120\ud558\uae30 \uc704\ud574\uc11c\uc774\ub2e4. \ud558\uc9c0\ub9cc \uc774\ub7f0 \uc811\uadfc \ubc29\uc2dd\uc744 \uc0ac\uc6a9\ud560 \uacbd\uc6b0 \uc791\uc740 \uac1c\uc120 \uc0ac\ud56d\uc5d0\ub3c4 \ub6f0\uc5b4\ub09c \uc778\uc7ac\uc640 \ubc29\ub300\ud55c \uae08\uc561(\uac8c\ub2e4\uac00 \ub450 \uc694\uc18c \ubaa8\ub450 \ub298 \uacf5\uae09\uc774 \uc6d0\ud65c\ud55c \uac83\uc774 \uc544\ub2c8\ub2e4)\uc774 \ud544\uc694\ud55c \uac83\uc5d0 \ubc18\ud574, \uac1c\uc120 \uc815\ub3c4\ub294 \ub9e4\ub144 \uc57d 5~7%\ub85c \uadf8 \uc601\ud5a5\ub825\uc774 \ud06c\uc9c0 \uc54a\ub2e4. \uc720\uc758\ubbf8\ud55c \uacb0\uacfc\ub97c \ub3c4\ucd9c\ud558\ub824\uba74 \uc774 \uc218\uce58\uac00 \uc801\uc5b4\ub3c4 30~50%\ub294 \ub418\uc5b4\uc57c \ud55c\ub2e4.<\/p>\n<p>\ud310\ub3c4\ub97c \ub4a4\uc9d1\uc744 \uace0\uac1d \uacbd\ud5d8\uc744 \uad6c\ucd95\ud558\uae30 \uc704\ud574 \uae30\uc5c5\uc740 \uc0ac\ub78c \uc911\uc2ec\uc758 \ub514\uc790\uc778\uc744 \uc218\uc6a9\ud574\uc57c \ud55c\ub2e4. \uc774\ub294 \uc0ac\ub78c \uc911\uc2ec \ub514\uc790\uc774\ub108\ub97c \ucc44\uc6a9\ud558\uace0 \uad50\uc721, \uc721\uc131\ud558\uc5ec \uac15\ub825\ud55c \ub514\uc790\uc778 \uae30\ub2a5\uc744 \ub9cc\ub4dc\ub294 \uac83\uc744 \uc758\ubbf8\ud55c\ub2e4. \uacbd\ud5d8 \ub514\uc790\uc774\ub108(experience designer)\ub294 \uc0c1\ud669\uc5d0 \ub530\ub978 \uace0\uac1d \uc774\ud574\ub97c \ubc14\ud0d5\uc73c\ub85c \ubc31\uc9c0\uc0c1\ud0dc(zero-based) \uc124\uacc4 \uae30\ubc95\uc744 \ud1b5\ud574 \uae30\uc874 \ubc29\uc2dd\uc744 \ubc14\uafc0 \uc194\ub8e8\uc158\uc744 \ucc3e\ub294\ub2e4. \uc774 \ubc29\uc2dd\uc740 \ud604\uc7ac\uac00 \uc544\ub2cc \ubbf8\ub798\uc758 \ud55c \uc2dc\uc810\uc744 \ubaa9\ud45c\ub85c \uc0bc\uc544 \uc5ed\ubc29\ud5a5\uc73c\ub85c \uc791\uc5c5\ud558\uae30 \ub54c\ubb38\uc5d0, \ud604\uc0c1\uc5d0 \ub367\ub300\uae30\ub9cc \ud558\ub294 \uae30\uc874\uc758 \uc810\uc9c4\uc801 \uac1c\uc120 \ubc29\uc2dd\uacfc\ub294 \ub2e4\ub974\ub2e4. \uadf8\ub807\uae30\uc5d0 \uc0ac\ub78c \uc911\uc2ec \ub514\uc790\uc774\ub108\ub294 \ub514\uc9c0\ud138 \uc601\uc5ed\ub9cc\uc774 \uc544\ub2c8\ub77c \ubcc0\ud654\ub97c \uc704\ud55c \uac70\uc758 \ubaa8\ub4e0 \ub178\ub825\uc5d0 \ucc38\uc5ec\ud574\uc57c \ud55c\ub2e4.<\/p>\n<blockquote><p><strong>\ud310\ub3c4\ub97c \ub4a4\uc9d1\uc744 \uace0\uac1d \uacbd\ud5d8\uc744 \uad6c\ucd95\ud558\uae30 \uc704\ud574 \uae30\uc5c5\uc740 \uc0ac\ub78c \uc911\uc2ec\uc758 \ub514\uc790\uc778\uc744 \uc218\uc6a9\ud574\uc57c \ud55c\ub2e4.<\/strong><\/p><\/blockquote>\n<p>\uc18c\ub9e4 \uae08\uc735 \uc740\ud589\uc758 \uc608\ub97c \ub4e4\uc5b4\ubcf4\uc790. \uc218\ud45c \ubcf4\ucda9 \uacfc\uc815\uc744 \uac1c\uc120\ud558\ub824\ub294 \uacfc\uc815\uc5d0 \uc788\ub294 \uc740\ud589\uc740 \ub2e8\uc21c\ud788 \uace0\uac1d \uc5ec\uc815\uc744 \ud30c\uc545\ud558\uace0 \uc218\ub3d9\uc801\uc778 \ub370\uc774\ud130 \uc785\ub825\uc744 \uc904\uc774\ub294 \ub4f1\uc758 \ud6a8\uc728\uc131\uc744 \uc704\ud55c \uc774\ub2c8\uc154\ud2f0\ube0c\ub97c \uc2e4\ud589\ud558\ub294 \uac83\uc774 \uc544\ub2cc, \uc0ac\ub78c \uc911\uc2ec\uc758 \ubc31\uc9c0\uc0c1\ud0dc \uc124\uacc4 \uae30\ubc95\uc744 \ud65c\uc6a9\ud558\uc5ec \uace0\uac1d\uc758 \uc218\ud45c\uac00 \uac70\uc758 \ube44\uc5b4 \uac08 \uc2dc\uae30\ub97c \uc54c\uace0\ub9ac\uc998\uc73c\ub85c \ubbf8\ub9ac \ud30c\uc545\ud574 \uace0\uac1d\uc774\ub098 \uc9c1\uc6d0\uc774 \uac1c\uc785\ud558\uc9c0 \uc54a\uc544\ub3c4 \uc218\ud45c\ub97c \ubcf4\ucda9\ud560 \uc218 \uc788\ub3c4\ub85d \uc0c8\ub85c\uc6b4 \ud504\ub85c\uc138\uc2a4\ub97c \ub3c4\uc785\ud588\ub2e4.<\/p>\n<p>\uc774\ub294 \uace0\uac1d \uacbd\ud5d8\uc744 \ud06c\uac8c \ud5a5\uc0c1\ud588\uace0, \ubcf4\uc548 \ubb38\uc81c\uc5d0 \ucde8\uc57d\ud588\ub358 \uc218\ud45c \ubcf4\ucda9 \uacfc\uc815\uc744 \uac1c\uc120\ud558\uba70 \uc740\ud589\uc758 \uc5c5\ubb34 \ud6a8\uc728\uc131\ub3c4 \ub192\uc600\ub2e4. \uadf8 \uacb0\uacfc\ub294 \uc2e4\ub85c \uc5b4\ub9c8\uc5b4\ub9c8\ud588\ub2e4. \ud574\ub2f9 \ubd80\ubb38\uc5d0 \ub4dc\ub294 \ube44\uc6a9\uc740 30% \uc774\uc0c1, \uc8fc\uae30 \uc2dc\uac04\uc740 75% \uc774\uc0c1 \uc904\uc5c8\uace0, \uace0\uac1d \ub9cc\uc871\ub3c4\ub294 30\uc810\uac00\ub7c9 \uc0c1\uc2b9\ud588\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>\ud504\ub860\ud2b8\uc5d4\ub4dc\uc640 \ubc31\uc5d4\ub4dc\ub97c \ud1b5\ud569\ud55c \uace0\uac1d \uacbd\ud5d8\uc744 \uc81c\uacf5\ud558\ub77c<\/strong><\/h3>\n<p>&nbsp;<\/p>\n<p>\ub9ce\uc740 \uae30\uc5c5\uc774 \ubcc0\ud654\ub97c \uc704\ud55c \uc774\ub2c8\uc154\ud2f0\ube0c\ub97c \uc870\uc9c1 \ubc0f \ud601\uc2e0\ud558\ub294 \uacfc\uc815\uc5d0\uc11c \ud2c0\uc5d0 \ubc15\ud78c \uc120\ud0dd\uc744 \ud55c\ub2e4. \uc804\ub144\ub3c4 \uc9c0\ucd9c\uc561\uc744 \uae30\uc900\uc73c\ub85c \uc5ec\ub7ec \uc9c1\ubb34\uc5d0 \uc790\uae08\uc744 \ud560\ub2f9\ud558\ub294 \uac83\uc774 \uadf8 \uc608\ub77c\uace0 \ud560 \uc218 \uc788\ub2e4. \uac00\ub839 \ud55c \uc18c\ub9e4 \uae08\uc735 \uc740\ud589\uc740 30\uc5ec \uac1c \uae30\ub2a5 \ubd80\uc11c\uc5d0 \uc77c\ub960\uc801\uc73c\ub85c \uc801\uc6a9\ub418\uace0 \uc788\ub294 CX\ub97c \uac1c\uc120\ud558\uace0\uc790 220\uac1c\uc758 \ud1b5\ud569\ub418\uc9c0 \uc54a\uc740 \uc774\ub2c8\uc154\ud2f0\ube0c\ub97c \uc870\uc9c1\ud588\ub2e4. \ubd80\uc11c\ubcc4\ub85c \ud504\ub85c\uc81d\ud2b8\ub098 \uc608\uc0b0\uc744 \uacf5\uc720\ud558\ub294 \uc77c\uc774 \uac70\uc758 \uc5c6\uc5c8\uae30 \ub54c\ubb38\uc5d0 \uc774\ub807\uac8c \ub3c4\uc785\ub41c \ubcc0\ud654\ub294 \uace0\uac1d\uc740 \ubb3c\ub860, \ube44\uc988\ub2c8\uc2a4\uc5d0\ub3c4 \ud06c\uac8c \ub2e4\uac00\uc624\uc9c0 \uc54a\uc558\ub2e4.<\/p>\n<p>\uc9c4\uc815\ud55c \ud601\uc2e0\uc801 \ubcc0\ud654\ub97c \ub2ec\uc131\ud558\ub824\uba74 \uae30\uc5c5\uc740 \ubcc0\ud654 \uc774\ub2c8\uc154\ud2f0\ube0c\uc758 \uc608\uc0b0\uacfc \ud504\ub85c\uc81d\ud2b8\uc758 \uac00\uc9d3\uc218\ub97c \uc904\uc774\uace0 \ub354 \uc798 \uc870\uc728\ud558\ub824\ub294 \ub178\ub825\uc744 \uae30\uc6b8\uc5ec, <a href=\"https:\/\/www.bcg.com\/en-kr\/publications\/2019\/transform-customer-journeys-scale-transform-business\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uc5ec\uc815<\/a>\uc774\ub098 \uace0\uac1d \uc911\uc2ec\uc758 \uac00\uce58\ub85c \uc774\uc5b4\uc9c8 \uc218 \uc788\ub3c4\ub85d \uc81c\ud488, \uae30\ub2a5, \uc804\ub7b5\uc801 \uad00\uc810\uc744 \ud1b5\uc77c\ud574\uc57c \ud55c\ub2e4. \uc774 \uc811\uadfc \ubc29\uc2dd\uc774 \uc131\uacf5\ud558\ub824\uba74 \uae30\uc5c5\uc774 \uac70\ubc84\ub10c\uc2a4 \ubc0f \uc790\uae08\uc744 \ub2e4\ub8e8\ub294 \ubc29\uc2dd\uacfc \uac19\uc740 \ubc29\ubc95\uc744 \uc0ac\uc6a9\ud558\uba74 \ub41c\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc5d0 \uc81c\ub300\ub85c \uc811\uadfc\ud558\uae30 \uc704\ud574\uc11c\ub294 \uae30\uc5c5 \ub0b4 \uc5ec\ub7ec \ubd80\uc11c\uc5d0\uc11c \uc778\ub825 \ubc0f \uc790\uae08\uc744 \ubaa8\uc544 \uac01 \ubd80\uc11c\uac00 \ubaa8\uc5ec \ud611\uc5c5\ud558\ub294 \uac83\ubcf4\ub2e4 \ub354 \ub098\uc740 \uacb0\uacfc\ub97c \ub3c4\ucd9c\ud560 \uc218 \uc788\ub294 \u2018\ub2e4\uae30\ub2a5 \ud300\u2019\uc744 \uad6c\uc131\ud558\ub294 \uac83\uc774 \ud544\uc694\ud558\ub2e4. \ub2e4\uae30\ub2a5 \ud300\uc5d0\ub294 \uc790\uccb4\uc801\uc73c\ub85c \ub514\uc790\uc778\uc744 \uad6c\ucd95\ud558\uace0 \uc2e4\ud589\uc744 \uacb0\uc815\ud560 \uc218 \uc788\ub294 \uad8c\ud55c\uc774 \uc788\uc5b4\uc57c \ud558\uba70, \ub9ac\ub354\ub294 \ubc29\ud5a5\uc744 \uc124\uc815\ud558\uace0 \uc790\uae08 \ud65c\uc6a9\uc744 \uc2b9\uc778\ud574\uc57c \ud55c\ub2e4.<\/p>\n<blockquote><p><strong>\uae30\ubc18\uc774 \ud0c4\ud0c4\ud55c \ud601\uc2e0\uc740 \uace0\uac1d \uacbd\ud5d8\uc758 \ubaa8\ub4e0 \uacfc\uc815\uc5d0\uc11c \ubc1c\uc0dd\ud558\ub294 \uace0\uac1d\uc758 \ub2c8\uc988\ub97c \ud574\uacb0\ud55c\ub2e4.<\/strong><\/p><\/blockquote>\n<p>\uae30\ubc18\uc774 \ud0c4\ud0c4\ud55c \ud601\uc2e0\uc740 CX \ucd5c\uc801\ud654\uc5d0 \ubfcc\ub9ac\ub97c \ub450\uba74\uc11c\ub3c4, \ucd5c\uc801\ud654\ub41c \uc778\ub825\uacfc \ud5a5\uc0c1\ub41c \uc9c1\uc6d0 \uacbd\ud5d8, \uac15\ub825\ud55c \uaddc\uc81c, \uc774\uc724\uc774 \ub0a8\ub294 \uc218\uc775\uacfc \ube44\uc6a9\uae4c\uc9c0 \ubaa9\ud45c\ub85c \ud560 \uc218 \uc788\ub2e4. \uace0\ubbfc\ubd80\ud130 \ub9cc\uc871 \ub2e8\uacc4\uae4c\uc9c0, \uace0\uac1d \uacbd\ud5d8\uc758 \ubaa8\ub4e0 \uacfc\uc815\uc5d0\uc11c \ubc1c\uc0dd\ud558\ub294 \uace0\uac1d\uc758 \ub2c8\uc988\ub97c \ud574\uacb0\ud558\uace0, \ub9c8\ucf00\ud305, \uc138\uc77c\uc988\ubd80\ud130 \uc0ac\ubb34\uc2e4 \uc9c0\uc6d0 \uc5c5\ubb34\uae4c\uc9c0 \uc804\ud6c4\ubc29\uc73c\ub85c \ubaa8\ub4e0 \ub2e8\uacc4\ub97c \uc9c0\uc6d0\ud558\ub294 \ub370 \ud544\uc694\ud55c \ud589\ub3d9\uc744 \ucde8\ud560 \uc218 \uc788\ub2e4.<\/p>\n<p>\uc62c\ubc14\ub974\uac8c \uc218\ud589\ub41c <a href=\"https:\/\/www.bcg.com\/en-kr\/publications\/2020\/customer-journey-programs-hard-get-right\" target=\"_blank\" rel=\"noopener\">\uace0\uac1d \uacbd\ud5d8 \ud601\uc2e0<\/a>\uc740 \uace0\uac1d\uc740 \ubb3c\ub860 \uae30\uc5c5\uc5d0\ub3c4 \uc0c1\ub2f9\ud55c \uc774\uc775\uc73c\ub85c \ub3cc\uc544\uc628\ub2e4. \uc77c\ub840\ub85c, \ud638\uc8fc\uc758 \ud55c \uc740\ud589\uc740 \uc774\ub7ec\ud55c \ud601\uc2e0\uc744 \ud1b5\ud574 \uace0\uac1d \uc778\uc2dd\uc774 \u2018\uc2dc\uc7a5 \ub0b4 \ud6c4\uc21c\uc704 \uc740\ud589\u2019\uc5d0\uc11c \u2018\uc2dc\uc7a5 \ub0b4 \uc8fc\uc694 \uc740\ud589\u2019\uc73c\ub85c \ubc14\ub00c\uac8c \ub418\uc5c8\uc73c\uba70, \uc9c1\uc6d0\uac00\uce58\uc81c\uc548(employee value proposition, EVP)\uc744 \uc7ac\uc815\ube44\ud588\uc744 \ubfd0\ub9cc \uc544\ub2c8\ub77c \uc8fc\uc8fc\uc218\uc775 \uba74\uc5d0\uc11c\ub3c4 \ub2e4\ub978 \uc740\ud589\uc744 \uc55e\uc11c\uac8c \ub418\uc5c8\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>\uace0\uac1d \uc6b0\uc120 \ubb38\ud654\ub97c \ud65c\uc131\ud654\ud558\ub77c<\/strong><\/h3>\n<p>&nbsp;<\/p>\n<p>\uc77c\ubd80 CEO\ub294 CX \uc774\ub2c8\uc154\ud2f0\ube0c\ub97c \ucd94\uc9c4\ud558\ub294 \ub370 \uc788\uc5b4 \uc870\uc9c1 \uc804\uccb4\uc758 \ucc38\uc5ec\ub97c \ub04c\uc5b4\ub0b4\ub294 \uac83\uc758 \uc911\uc694\uc131\uc744 \uac04\uacfc\ud558\uace4 \ud55c\ub2e4. \uc870\uc9c1 \uc804\uccb4\uc5d0 \ucc45\uc784\uac10\uc744 \ubd80\uc5ec\ud558\ub294 \ub300\uc2e0, CX \ubd80\uc11c\ub098 \uace0\uac1d\uacfc \uc9c1\uc811 \uad50\ub958\ud558\ub294 \uc18c\uc218\uc758 \uc9c1\uc6d0\uc5d0\uac8c\ub9cc \ud504\ub85c\uadf8\ub7a8 \uc131\uacf5\uc758 \ucc45\uc784\uc744 \uc9c0\uc6b0\ub294 \uac83\uc774\ub2e4. \ud558\uc9c0\ub9cc \uc774\ub7ec\ud55c \ubc29\uc2dd\uc73c\ub85c \uc811\uadfc\ud558\uba74 \uc870\uc9c1 \ucc28\uc6d0\uc5d0\uc11c \ud544\uc694\ud55c \uc218\uc900\uc758 \uace0\uac1d \uc9d1\uc911\ub3c4\ub294 \uc5bb\uc9c0 \ubabb\ud55c \ucc44 \ucc28\uc120\uc758 \uacb0\uacfc\uc5d0\ub9cc \ub3c4\ub2ec\ud558\uac8c \ub420 \uc218 \uc788\ub2e4.<\/p>\n<blockquote><p><strong>\uc9c0\uc18d \uac00\ub2a5\ud558\uace0 \uae4a\uc774 \uc788\ub294 \ud601\uc2e0\uc744 \ub9cc\ub4e4\ub824\uba74 \uace0\uac1d \uc6b0\uc120 \ubb38\ud654\ub97c \uc870\uc131\ud574\uc57c \ud55c\ub2e4.<\/strong><\/p><\/blockquote>\n<p>\uc9c0\uc18d \uac00\ub2a5\ud558\uace0 \uae4a\uc774 \uc788\ub294 \ud601\uc2e0\uc744 \ub9cc\ub4e4\ub824\uba74 \uace0\uac1d \uc6b0\uc120 \ubb38\ud654\ub97c \uc870\uc131\ud574\uc57c \ud55c\ub2e4. \uc989, \ud6cc\ub96d\ud55c CX\ub97c \uc81c\uacf5\ud558\ub294 \uac83\uc744 \ubaa8\ub4e0 \uc784\uc9c1\uc6d0\uc758 \ucc45\uc784\uc73c\ub85c \ub098\ub204\uace0, \uc6b0\uc218\ud55c CX \uacb0\uacfc\ub97c \ub3c4\ucd9c\ud55c \uc9c1\uc6d0\uc5d0\uac8c \ubcf4\uc0c1\ud558\ub294 \uac83\uc774\ub2e4. \ub530\ub77c\uc11c \uae30\uc5c5\uc740 \uacbd\uc601\uc9c4, \ud601\uc2e0 \ud300, \uc77c\uc120 \ub9ac\ub354 \ub2e8\uc5d0\uc11c \uac01\uac01 \uc2e0\uc911\ud788 \ud589\ub3d9\uc744 \ucde8\ud574\uc57c \ud55c\ub2e4.<\/p>\n<ul>\n<li><strong>\uacbd\uc601\uc9c4:<\/strong> \ud601\uc2e0 \uacfc\uc815\uc5d0\uc11c \uace0\uc704 \uacbd\uc601\uc9c4\uc758 \uc5ed\ud560\uc740 \ub2e4\ub978 \ub9ac\ub354\ub97c \uc77c\uae68\uc6b0\uace0 \uc870\uc9c1 \uc804\uccb4\uac00 \ubcf8\ubc1b\uc744 \uc218 \uc788\ub294 \ubaa8\ubc94\uc744 \ubcf4\uc774\ub294 \uac83\uc774\ub2e4. \uadf8\ub807\uae30\uc5d0 \ubaa8\ub4e0 \uace0\uc704 \uacbd\uc601\uc9c4\uc740 \uc804\ud1b5\uc801 \uce21\uc815 \uae30\uc900\uacfc \ub354\ubd88\uc5b4 CX \uacb0\uacfc\ub97c \uae30\uc900\uc73c\ub85c \ud3c9\uac00\ub418\uc5b4\uc57c \ud55c\ub2e4. \uae30\uc5c5\uc740 \uc774\ub4e4\uc774 \ub9d0\ud55c \uac83\uc744 \uc2e4\ucc9c\ud560 \uc218 \uc788\ub3c4\ub85d \uc2e4\ud589 \uacc4\ud68d\uc744 \uc138\uc6b0\uace0, \uc0c8\ub85c\uc6b4 \ud589\ub3d9\uc744 \ud68c\uc758 \ub4f1\uc5d0 \ub179\uc5ec \uc77c\uc0c1\ud654\ud55c \ub4a4 \uc774\ub7ec\ud55c \ubb38\ud654\ub97c \ud300\uc5d0 \uc804\uc218\ud560 \uc218 \uc788\ub3c4\ub85d \ud574\uc57c \ud55c\ub2e4. \ub6f0\uc5b4\ub09c \ucf54\uce58\ub97c \uace0\uc6a9\ud558\uc5ec \ub9ac\ub354\ub4e4\uc774 \uc775\uc219\ud55c \uc2b5\uad00\uc744 \ubc84\ub9ac\uace0 \uc0c8\ub85c\uc6b4 \ubc29\uc2dd\uc73c\ub85c \uc77c\ud558\ub294 \ub370\uc5d0 \ub3c4\uc6c0\uc744 \ubc1b\uc744 \uc218 \uc788\ub2e4.<\/li>\n<li><strong>\ud601\uc2e0 \ud300:<\/strong> \ubcc0\ud654\ub97c \uc774\ub044\ub294 \ud300\uc740 \uace0\uc720\ud55c \ucc45\uc784, \uad8c\ud55c, \ube44\uc988\ub2c8\uc2a4 \ub0b4\ubd80 \uc694\uad6c \ubc0f \uace0\uac1d\uc758 \uc694\uad6c\uc5d0 \ub300\ud55c \ubd80\ub2f4\uc744 \uc9ca\uc5b4\uc9c0\uace0 \uc788\ub2e4. \uc774\ub4e4\uc740 \ub9c8\ucf00\ud305, HR, \uc7ac\ubb34, \uae30\uc220 \ubc0f \ub9ac\uc2a4\ud06c \ubd80\uc11c\uc640 \ucda9\ubd84\ud788 \uc18c\ud1b5\ud560 \ud544\uc694\uac00 \uc788\uc73c\uba70, \uc774\ub4e4\uc758 \uc5c5\ubb34 \uc218\ud589 \ubc29\uc2dd\uc740 \uace0\uac1d\uacfc\uc758 \uac70\ub9ac\ub97c \uc881\ud788\uace0 \uace0\uac1d\uc758 \ub2c8\uc988\ub97c \uc774\ud574\ud558\uba74\uc11c\ub3c4 \uace0\uac1d\uc758 \ubaa9\ud45c\ub97c \uc7ac\ubb34 \ubc0f \uc0ac\uc5c5 \uc131\uacfc\uc640 \uc5f0\uacb0 \uc9c0\uc744 \uc218 \uc788\uc5b4\uc57c \ud55c\ub2e4.<\/li>\n<li><strong>\uc77c\uc120 \ub9ac\ub354:<\/strong> \uc870\uc9c1\uc744 \ud65c\uc131\ud654\ud558\ub824\uba74 \uace0\uac1d\uc73c\ub85c\ubd80\ud130 \ud30c\uc545\ud55c \uc810\uc5d0 \ub300\ud574 \uacbd\uc601\uc9c4\uacfc \uc77c\uc120 \ub9ac\ub354\uac00 \uc774\uc57c\uae30\ub97c \ub098\ub20c \uc218 \uc788\ub294 \uc7a5\uc774 \ub9c8\ub828\ub418\uc5b4\uc57c \ud55c\ub2e4. \ubcc0\ud654 \uc774\ub2c8\uc154\ud2f0\ube0c\ub97c \uc2dc\uc791\ud55c \ud6c4\uc5d0\ub294 \ud589\uc0ac \ub4f1 \uae30\uc874\uc5d0 \uc5c6\ub358 \ucc44\ub110\uc744 \ud1b5\ud574 \uc774\ub7ec\ud55c \ub300\ud654 \ubd84\uc704\uae30\ub97c \uac15\ud654\ud558\ub294 \uac83\ub3c4 \uc88b\uc740 \ubc29\ubc95\uc774\ub2e4. \ub610\ud55c \uae30\uc5c5\uc740 \uc0c8\ub85c\uc6b4 \ubaa9\ud45c \ud589\ub3d9\uc73c\ub85c \ub9ac\ub354\ub97c \ud3c9\uac00\ud558\uace0, \ubaa8\ubc94\uc774 \ub420 \uc218 \uc788\ub294 \uc774\ub97c \ucc3e\uc544\ub0b4\uc57c \ud55c\ub2e4. \ubc18\ub300\ub85c \uc774\ub7ec\ud55c \uacfc\uc815\uc744 \ub530\ub77c\uc624\uc9c0 \ubabb\ud558\ub294 \ub9ac\ub354\uac00 \uc788\ub2e4\uba74 \uc801\uadf9\uc801\uc73c\ub85c \uc778\ub825\uc5d0 \ubcc0\ud654\ub97c \uc8fc\uc5b4\uc57c \ud55c\ub2e4.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<h3><strong>\ub2e4\uc591\ud55c \ucc44\ub110\uc5d0\uc11c \uace0\uac1d \ucc38\uc5ec\ub97c \ud1b5\uc77c\ud558\ub77c<\/strong><\/h3>\n<p>&nbsp;<\/p>\n<p>\uc774\uc81c\ub294 \uc5ec\ub7ec \uc811\uc810\uc5d0\uc11c \uace0\uac1d \ub9de\ucda4\ud615 \uc18c\ud1b5\uc744 \uc6d0\ud65c\ud558\uac8c \ud574\ub0b4\ub294 \uac83\uc774 \ub9e4\uc6b0 \uc911\uc694\ud574\uc84c\ub2e4. \ud558\uc9c0\ub9cc \uc5ec\uc804\ud788 \ub9ce\uc740 \uae30\uc5c5\uc774 \ud63c\ub780\uc2a4\ub7ec\uc6b4 \ub450 \uac00\uc9c0 \uadfc\ubcf8\uc801\uc778 \ubb38\uc81c\ub97c \ud574\uacb0\ud558\uc9c0 \ubabb\ud558\uace0 \uc788\ub2e4. \ubc14\ub85c \ucc44\ub110 \uc5f0\uacb0\uc131\uc758 \ubd80\uc7ac\uc640 \ucc44\ub110\uc758 \ub3c5\ub9bd\uc131\uc774\ub2e4. \uc11c\ub85c \uc5f0\uacb0\ub418\uc9c0 \uc54a\uc740 \uc5ec\ub7ec \ub370\uc774\ud130\ubca0\uc774\uc2a4\uc5d0 \uc758\uc874\ud558\uba74 \uc870\uc9c1 \ucc28\uc6d0\uc5d0\uc11c \uace0\uac1d\uc744 \uc77c\uad00\uc131 \uc788\uac8c \ud30c\uc545\ud558\ub294 \uac83\uc774 \uc5b4\ub824\uc6b8 \uc218\ubc16\uc5d0 \uc5c6\ub2e4. \ub354\uc6b1\uc774 \uace0\uac1d\uacfc \uc0c1\ud638\uc791\uc6a9\ud558\ub294 \ucc44\ub110\uc774 \ub3c5\ub9bd\uc801\uc73c\ub85c \uad00\ub9ac\ub418\uae30 \ub54c\ubb38\uc5d0 \uc758\uc0ac\uc18c\ud1b5\uc5d0 \ubb38\uc81c\uac00 \ubc1c\uc0dd\ud560 \uac00\ub2a5\uc131\ub3c4 \ud06c\ub2e4.<\/p>\n<p>\uc774\ub97c \ud574\uacb0\ud558\uae30 \uc704\ud574 \uae30\uc5c5\uc740 \uc6b0\uc120 \uc911\uc559 \ub370\uc774\ud130\ubca0\uc774\uc2a4\ub97c \uad6c\ucd95\ud558\uace0, \ubaa8\ub4e0 \ucc44\ub110\uacfc \uc0ac\uc5c5\ubd80\uc5d0\uc11c \ubc1c\uc0dd\ud558\ub294 \uace0\uac1d\uacfc\uc758 \uc0c1\ud638\uc791\uc6a9\uc5d0 \uad00\ub828\ud55c \uc815\ubcf4\ub97c \uc774\uacf3\uc5d0 \uc800\uc7a5\ud574\uc57c \ud55c\ub2e4. \uc774\ub97c \ud1b5\ud574 \uc870\uc9c1 \ub0b4 \ubaa8\ub450\uac00 \uac19\uc740 \uc218\uc900\uc758 \uace0\uac1d \uc774\ud574\ub3c4\ub97c \uc9c0\ub2d0 \uc218 \uc788\uc5b4 \uc7a0\uc7ac\uc801\uc73c\ub85c \ubc1c\uc0dd\ud560 \uc218 \uc788\ub294 \ub9c8\ucc30 \uc694\uc18c\ub97c \uc904\uc77c \uc218 \uc788\ub2e4. \uc774\ub7ec\ud55c \uc911\uc559 \ub370\uc774\ud130\ubca0\uc774\uc2a4 \uc2dc\uc2a4\ud15c\uc740 \uc911\uac1c\uc790\uac00 \uace0\uac1d \ub370\uc774\ud130\uc5d0 \uba3c\uc800 \uc811\uadfc\ud574\uc57c \ud558\ub294 \uc790\ub3d9\ucc28\ub098 \ubcf4\ud5d8\uacfc \uac19\uc740 \uc0b0\uc5c5\uc5d0\uc11c \ube60\ub974\uac8c \ucc44\ud0dd\ud560 \ud544\uc694\uac00 \uc788\ub294 \ubc29\uc2dd\uc774\uae30\ub3c4 \ud558\ub2e4.<\/p>\n<p>\ub2e4\uc74c\uc73c\ub85c, \uae30\uc5c5\uc740 \ubcf4\ud1b5 \uc778\uacf5\uc9c0\ub2a5(AI)\uc744 \uae30\ubc18\uc73c\ub85c \ud558\ub294 \uace0\ub3c4\ub85c \uc790\ub3d9\ud654\ub41c \uc194\ub8e8\uc158\uc744 \uac1c\ubc1c\ud574, \uac01 \uace0\uac1d\uc5d0 \ub300\ud55c \uc815\ubcf4\ub97c \uc9c0\uc18d\ud574\uc11c \uc218\uc9d1\ud558\uace0 \ubd84\uc11d\ud558\uc5ec \ucd5c\uc120\uc758 \uc561\uc158\uc744 \ub3c4\ucd9c\ud560 \uc218 \uc788\uc5b4\uc57c \ud55c\ub2e4. \uc774 \uacbd\uc6b0 \uae30\uc5c5\uc740 \ud2b9\uc815 \uc0ac\uc5c5 \ubaa9\ud45c\uc5d0 \ub530\ub77c \ud0c0\uc0ac \uc81c\ud488 \ub610\ub294 \uc11c\ube44\uc2a4\uc758 \uad6c\ub9e4 \uc131\ud5a5\uc774\ub098 \uac00\uaca9 \ubbfc\uac10\ub3c4, \uc120\ud638 \ucc44\ub110 \ub4f1 \ub2e4\uc591\ud55c \uc218\uce58\ub97c \ud65c\uc6a9\ud560 \uc218 \uc788\ub2e4.<\/p>\n<p>\uadf8 \ud6c4\uc5d0\ub294 \ubd84\uc11d\uc744 \uae30\ubc18\uc73c\ub85c \uad8c\uc7a5 \ucc44\ub110\uc5d0\uc11c \uad8c\uc7a5\ub418\ub294 \ud589\ub3d9\uc744 \ud574\uc57c \ud55c\ub2e4. \uc774 \uacfc\uc815\uc5d0\uc11c \ucf5c\uc13c\ud130, \uac01 \uc9c0\uc810 \uc9c1\uc6d0, \ub9c8\ucf00\ud305 \ud300\uc740 \uc644\ubcbd\ud788 \ud569\uc744 \ub9de\ucdb0 \uc561\uc158\uc744 \ucda9\ubd84\ud788 \uc870\uc728\ud558\uace0 \uc62c\ubc14\ub978 \ub0b4\uc6a9\uc744 \uace0\uac1d\uacfc \uacf5\uc720\ud574\uc57c \ud55c\ub2e4.<\/p>\n<p>\ud734\ub300\uc804\ud654 \uc120\ubd88 \ucda9\uc804 \uc11c\ube44\uc2a4\uc5d0\uc11c \uc218\uc775\uc744 \ub354 \ub192\uc774\uace0 \uc2f6\uc5c8\ub358 \ud55c \uc774\ub3d9\ud1b5\uc2e0\uc0ac\ub294 \uace0\uac1d\uc774 \uc790\uc0ac \uc11c\ube44\uc2a4\ub97c \uad6c\ub9e4\ud558\ub294 \uc774\uc720\uc640 \uadf8\ub807\uc9c0 \uc54a\uc740 \uc774\uc720\ub97c \ud30c\uc545\ud558\uace0\uc790 AI \ud50c\ub7ab\ud3fc\uc5d0 \ud22c\uc790\ud588\ub2e4. AI \ud50c\ub7ab\ud3fc\uc73c\ub85c \ud574\ub2f9 \ud1b5\uc2e0\uc0ac\ub294 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158 \ucc44\ub110\ubd80\ud130 \uba54\uc2dc\uc9c0 \ub0b4\uc6a9, \uc804\uc1a1 \uc2dc\uc810 \ub4f1 \uace0\uac1d\uc758 \uad6c\ub9e4 \uacb0\uc815\uc5d0 \uc601\ud5a5\uc744 \ubbf8\uce58\ub294 \uc5ec\ub7ec \uc694\uc778\uc744 \ud14c\uc2a4\ud2b8\ud574 \ubcfc \uc218 \uc788\uc5c8\ub2e4. \ud14c\uc2a4\ud2b8 \uacb0\uacfc\ub97c \uae30\ubc18\uc73c\ub85c \uc774\ub4e4\uc740 \ucda9\uc804 \uc694\uae08\uc744 \uac70\uc758 \ub2e4 \uc18c\uc9c4\ud574 \uac00\ub294 \uace0\uac1d\uc744 \ub300\uc0c1\uc73c\ub85c \uba54\uc2dc\uc9c0\ub97c \ubcf4\ub0c8\ub2e4. \ub610\ud55c \uace0\uac1d\uc5d0\uac8c \uc9c1\uc811 \uc804\ud654\ub97c \uac78\uc5b4 \ud560\uc778\uc744 \uc81c\uc548\ud568\uc73c\ub85c\uc368 \uc774\ud0c8\ub960\ub3c4 \ub0ae\ucdc4\ub2e4. \uadf8 \uacb0\uacfc, \ud0c0\uac9f\ud305 \uc804\ub7b5\uc73c\ub85c \uc120\ubd88 \ucda9\uc804 \ubd80\ubb38\uc758 \uc218\uc775\ub960\uc740 15% \uc99d\uac00\ud588\uace0, \uc9c1\uc811 \ucee4\ubba4\ub2c8\ucf00\uc774\uc158\uc744 \ud1b5\ud55c \ud560\uc778 \uc81c\uc548 \uc804\ub7b5\uc73c\ub85c \uace0\uac1d \uc774\ud0c8\ub960\uc740 20% \uac10\uc18c\ud588\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p style=\"text-align: center;\">\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014\u2014<\/p>\n<p>&nbsp;<\/p>\n<p>CX\ub97c \uae30\ud68c\ub85c \uc804\ud658\ud558\uae30 \uc704\ud574 BCG\uc5d0\uc11c \uc81c\uc548\ud558\ub294 \uac83\uc740 \ub2e8\uc9c0 CX \ud504\ub85c\uadf8\ub7a8\uc744 \ube44\uc988\ub2c8\uc2a4\uc758 \uc911\uc2ec\uc5d0 \uc0ac\ub78c\uc744 \ub450\ub294 \uc6b4\uc601 \ubaa8\ub378\ub85c \ubcc0\ud601\ud558\ub294 \uac83\ubfd0\uc774\ub2e4. \ub2e4\ub978 \ubaa8\ub4e0 \ubcc0\ud601\uacfc \ub9c8\ucc2c\uac00\uc9c0\ub85c CX \ubcc0\ud601\uc740 \uba85\ubc31\ud55c \ube44\uc804\uc744 \uac00\uc9c0\uace0 \uc2dc\uc791\ud558\uc5ec \uc774\ub97c \uae30\uc900\uc73c\ub85c \ud604\uc7ac\uc758 CX \uc5ed\ub7c9\uc744 \ud3c9\uac00\ud558\ub294 \uac83\uc774 \uc911\uc694\ud558\ub2e4. \uadf8 \uac04\uadf9\uc744 \ud30c\uc545\ud55c \ub4a4\uc5d0\ub294 \uc774\ub97c \uccb4\uacc4\uc801\uc73c\ub85c \ud574\uacb0\ud560 \uc218 \uc788\ub294 \ub85c\ub4dc\ub9f5\uc744 \uc138\uc6cc\uc57c \ud55c\ub2e4.<\/p>\n<p>\uace0\uac1d \uacbd\ud5d8\uc740 \uadf8\uc800 \ub204\uad70\uac00\ub97c \uae30\ubd84 \uc88b\uac8c \ub9cc\ub4e4\uc5b4\uc900\ub2e4\ub294 \uadf8\ub7f0 \ubd80\ub4dc\ub7ec\uc6b4 \uac1c\ub150\uc774 \uc544\ub2c8\ub2e4. \uace0\uac1d \uacbd\ud5d8\uc740 \ube44\uc988\ub2c8\uc2a4\uc758 \ud544\uc218\uc801\uc778 \ubd80\ubd84\uc774\uba70, \uadf8 \ub204\uad6c\ubcf4\ub2e4 CEO\uac00 \uba3c\uc800 \uadf8\uac83\uc744 \ud30c\uc545\ud558\uace0 \ud589\ub3d9\ud574\uc57c \ud55c\ub2e4. \uc774 \uc810\uc744 \uc774\ud574\ud558\uc9c0 \ubabb\ud558\ub294 \uae30\uc5c5\uc740 \uacb0\uad6d \ub4a4\ucc98\uc9c8 \uc218\ubc16\uc5d0 \uc5c6\ub2e4.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><a href=\"https:\/\/www.bcg.com\/publications\/2021\/customer-experience-as-a-business-imperative\" target=\"_blank\" rel=\"noopener\">\uc6d0\ubb38(\uc601\uc5b4) \ubcf4\ub7ec\uac00\uae30<\/a><\/p>\n<p><a href=\"\/newsletter\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-2753\" src=\"https:\/\/bcgblog.kr\/wp-content\/uploads\/2020\/10\/BCG\ub274\uc2a4\ub808\ud130\uad6c\ub3c5\ud558\uae30\ucd08\ub85d\ubc30\uacbd.png\" alt=\"\ub274\uc2a4\ub808\ud130 \uad6c\ub3c5\ud558\uae30\" width=\"180\" height=\"50\" title=\"\"><\/a><\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>\ube44\uc988\ub2c8\uc2a4 \uac00\uce58 \uc2e4\ud604\uc744 \uc704\ud574 \ucc28\ubcc4\ud654\ub41c \uace0\uac1d \uacbd\ud5d8(CX)\uc744 \uad6c\ud604\ud558\ub824\uba74 CEO\ub294 \uc6d0\ub9cc\ud55c \uac1c\uc120\ub9cc\uc744 \uc887\uc544\uc11c\ub294 \uc548 \ub41c\ub2e4. \uae30\uc5c5\uc774 \uc0dd\uac01\ud558\uace0 \uac1c\ubc1c\ud558\uace0, \uad6c\ud604\ud558\uace0 \uc9c0\uc18d\ud558\uba70 \uc218\uc775\ud654\ud558\ub294 \ubc29\uc2dd\uc744 \ub4a4\uc9d1\ub294 \ub300\ub300\uc801\uc778 \ud328\ub7ec\ub2e4\uc784\uc758 \ubcc0\ud654\uac00 \ud544\uc694\ud558\ub2e4. <\/p>\n","protected":false},"author":1,"featured_media":4319,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_uf_show_specific_survey":0,"_uf_disable_surveys":false,"footnotes":""},"categories":[170,172],"tags":[146,144,145],"class_list":{"0":"post-4316","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-marketing","8":"category-capability","9":"tag-cx","10":"tag-144","11":"tag-145"},"_links":{"self":[{"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/posts\/4316","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/comments?post=4316"}],"version-history":[{"count":5,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/posts\/4316\/revisions"}],"predecessor-version":[{"id":4324,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/posts\/4316\/revisions\/4324"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/media\/4319"}],"wp:attachment":[{"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/media?parent=4316"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/categories?post=4316"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/bcgblog.kr\/wp-json\/wp\/v2\/tags?post=4316"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}