{"id":188601,"date":"2026-06-04T12:01:27","date_gmt":"2026-06-04T12:01:27","guid":{"rendered":"https:\/\/sinch.com\/news\/neue-studie-zeigt-fast-80-prozent-unternehmen-werden-konversationelle-kundeninteraktion-implementieren\/"},"modified":"2026-06-04T13:00:13","modified_gmt":"2026-06-04T13:00:13","slug":"neue-studie-zeigt-fast-80-prozent-unternehmen-werden-konversationelle-kundeninteraktion-implementieren","status":"publish","type":"news","link":"https:\/\/sinch.com\/de\/news\/neue-studie-zeigt-fast-80-prozent-unternehmen-werden-konversationelle-kundeninteraktion-implementieren\/","title":{"rendered":"Eine neue Studie zeigt, dass fast 80 % der Unternehmen konversationelle Kundeninteraktion implementieren werden, um die CX zu verbessern"},"content":{"rendered":"\n

White paper showcases Sinch-sponsored study: more than half of enterprises surveyed are increasing investments in CPaaS to power conversational customer engagement.<\/strong><\/p>\n\n

Nearly 80% of companies have or will implement conversational customer engagement \u2014 the practice of communicating interactively with customers from one digital channel to another while retaining context \u2014 to improve customer experience<\/a>, according to new research from IDC<\/a> commissioned by Sinch<\/a>. Of those, more than half will do so using a Communications Platform as a Service (CPaaS<\/a>) to deliver the efficient, hyper-personalized contextual experiences customers want most. <\/p>\n\n

In a new IDC White Paper, \u201cDigital Customer Experience: Leveraging Conversations to Drive Innovation and Differentiation in the Enterprise,\u201d IDC\u2019s Courtney Munroe<\/a>,<\/a> Research Vice President for Worldwide Telecommunications Research, analyzes the global survey of customer experience decision-makers at 355 enterprises to provide insights on the use of conversational customer engagement and to assess its impact on business outcomes. <\/p>\n\n

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In the IDC White Paper, Munroe explains: \u201cAs enterprises emerge from dealing with the impact of COVID-19, re-architecting their IT infrastructure to leverage digital platforms will be a major priority, and customer experience is the top driver of these investments as it directly impacts the organization\u2019s bottom line.\u201d <\/p>\n\n

He goes on to explore the transformations underway at global enterprises as leaders work to build a better customer experience through customer engagements \u2013 interactions that are becoming increasingly conversational for good reason. <\/p>\n\n

Multichannel communications have empowered companies to connect with their customers on the channel of their choice, such as SMS, voice, email, Facebook Messenger, WhatsApp or Instagram. It\u2019s through conversational customer engagement that businesses can accelerate CX innovation<\/a> to build long-term loyalty and drive immediate revenue growth. <\/p>\n\n

Among the IDC White Paper\u2019s highlights: <\/p>\n\n