糖心原创

(see the * 'adobe' handle in functions.php — no async, no defer), so a page-load * Target offer has already set `data-hdr` by the time this runs. * * An answer that lands after this point is inert rather than acted on: * `apply()` finds the prune settled and does nothing, so the visitor * keeps the nav they were served instead of watching it change. That is * the deliberate trade-off — a late activity collects no data, but no * visitor ever sees the wrong nav or waits for the right one. */ (function () { var VARIANTS = ["a","b","c"]; var DEFAULT = "a"; var root = document.documentElement; var settled = false; function valid(v) { return VARIANTS.indexOf(v) !== -1; } function prune(active) { if (settled) return; settled = true; var list = document.querySelectorAll('#site-header > .header-variant'); for (var i = 0; i < list.length; i++) { if (list[i].getAttribute('data-header-variant') !== active) { list[i].parentNode.removeChild(list[i]); } } root.setAttribute('data-hdr', active); // Read by the Adobe Analytics client to attribute the test. root.setAttribute('data-hdr-active', active); if (typeof window.initHeaderNav === 'function') window.initHeaderNav(); /** * `variant` is set before the event so late listeners can tell * "already done" from "not yet". main.js is enqueued in the footer * and therefore always misses the event itself. */ window.medalliaNav.variant = active; document.dispatchEvent(new CustomEvent('medallia:nav-ready', { detail: { variant: active } })); } window.medalliaNav = { variant: null, apply: function (v) { if (valid(v)) prune(v); } }; // `?hv=` sets this server-side; a Target offer in the blocking // embed sets it before the body is parsed. var pre = root.getAttribute('data-hdr'); if (valid(pre)) { prune(pre); return; } /** * Carried forward from an earlier pageview. Read client-side, never in * PHP: WP Engine does not vary its page-cache key on arbitrary cookies, * so server-side personalisation here would serve the first anonymous * visitor's variant to everyone. */ var m = document.cookie.match(/(?:^|; )medallia_nav_variant=([^;]*)/); if (m && valid(m[1])) { prune(m[1]); return; } prune(DEFAULT); })();
?? ??

????? ???? ? ?? ?? 3??

??? ????? “?? ????? ??? 3?? ??: 2026??”??? ??? “State of CX Report”?? ??? ???? ????. ????? ??? ????? ???? ??? ?????? ???? ??? ????.

?? ??(CX) ??? ???? ???? ?? ?? ??? ????. CX ?? ??? ??? ??? ? ?? ??, ?? ???? ??? ??? ??? ??? ?? ??? ??? ???? ??? ???. ?? ???? ???? ??? ???? ???? ????, ??? ???? ??, ?? ?? ? ? ?? ?? ??? ??? ???? ? ?? ???????? ???? ????.?

?? ??? ???, ??? ‘2026 ?? ?? ?? ?? ?? ????, CX ?? ?? ?? ??? ??? ?? ?? ?? ??? ????? ???? ?? ??? ? ? ??? ???????.

????(??? ???, ?? ?????): ? ?? ??? ???? CX ??? ?? ????? ? ? ??? ????, ?? ??? ??, ?? ??, ?? ??? ??? ???? ?????? ? ??? ???? ????.?

?? ????? CX? ?? ??? ???? ? ???? ???? ? ??? ? ?? ?? ?? ?? ?? , ??? ? ??? ?? ?? ???, ???? CX? CEO(?? ??? ?? ??? ?? ??), CRO(?? ?? ? ?? ??), COO(?? ??? ?? ?? ? 2026? ?? ??)?? ?? ??? ???? ? ??? ???? ? ?? ?? ??? ?????.??

?? ???? ??? 2026? ?? ?? ? ??

1. CEO? ?? ?? ??: ?? ??? ???? ????? ??? ??

???? ???, CX ?? ?? ?? ?? ???(CCO)? ?? ?? ???(CXO)? ?? ?? ???? ??? ??, ???? ???? ?? ???? ??? ???? ??? ???? . CX ?? CCO? CXO? ??? ?????? ???? ?? ?? ???? ???? ??? ?? ??? 1.3? ? ????.

???? ????, ?? CX ??? ? ???? CCO? CXO?? ???? ??.?

??? CX ??? 3? ? 2?? ?? ??? ??? ??? ??? ???, ?? ?? ??? ?? ?? ???? ?????? ???? ???? ????.

CX ???? ???? ???? ?? ???? ??? ??? ???? ??? ??? ?? ??????. ?? ?? ?? ? ??? ???/?????(-43%), ??/???/????(-43%), ??/?? ??(-35%)???.

CEO? ???? ? ?: ?? ???? ??? ???? ??? ?? ???? ??? ??? ?? ??? ?????. ?? ??(CX)? ?? ???? ?? ???? ?? ??? ???, ?? ? ?? ??? ??? ??? ????. ?? ??? ????? ???? ?? ? ??? ???? ????, CX ??? ??? ??? ??? ? ?? ??? ??? ???? ???? ??? ???? ???.

?? ??: ??? ?? ??? ?? , CEO?? CXO ??? ??? ???? ?? ??? ?? ?? ??? ???? , CXO ?? ???? ??? ????.

2. CRO ???? ??: ??? ?????? ?? ?? ??

???? ???: ????? ?? ??(CX) ??? ? 5? ? 1??? ??? ?? ??? ??? ? ?? ??? ???? ????. ??? ??? ????? ???? ???? CX ?? ??? ?? ?? ?? ??? ?? ???? ??? ??? ??? 63% ? ????. ??? ??? ???? ????, ??? ???? ??? ?? ???? ??? ???, ?? ?? ???? ?? 30%? ?????.

??? ??? ??? 63%? ???? ?? ??? ??? ????. ?? ???? “??? ????? ???? ???? CX ??”??? ???, ????? “??? ?? ??? ???? ? ??”? ??? ?? ????. ??? ??? ?? ???? ?? ???? ????.

CRO ?????? ??? ?? ???: ??? ??(?? ??, ??? ??, ?? ??? ?? ?)?????? ??? ?? ???????? ????, ???? ??? ?????? ?? ?? ??? ???? ????? ??? ? ????. ?? ?? ??? ??? ?? ?? ??, ??? ?? ??, ?? ?? ?? ?? ??? ?? ? ????.?

?? ??: ??? ??? ? ? ???? ??? ??? ??? ????, ??? ?????? ?? ?????? ???? ?? ?? ??? ??? ??? ??? ? ??? ???????. ?? ??? ??? .?

3. COO? ?? ??: AI ??? ??? ?? ??? ??? ??

???: ?? ???? ??? ???? ??? ?? AI? ????? ???? ???, 36%? ??? AI ??? ?? ??? “?? ??”?? ???? ????. ??, ?? ?? ?? ?? ??? ?? ??? AI(GenAI)? ???? ??? ??? ??? 29%? ?????.?

??? ????? ??? ????? ? ?? ??. ?? 83%? 2026? ??? ???? ???? ?? ????? ???? AI ??? ???? ?? ?????? ???.

? ???? ??? ???: ??—“???? ??? ??? ?? AI ??? ????? ?????.” ??? ??: CX ??? ? 29%? ??? AI? ‘???’??? ??????. ???—“???? ?????.” ?? ??: 83%? 2026? ?? ??? ??? AI? ?????? ?????.

COO?? ???? ? ?: AI? ?? ?? ????? ??? ???? ?? ???? ??? ??? ???? ??? ????. ??? ?? ???, ??? ?? ???? ???? ??? ? ????? ??? ? ??? ??? ???? ? ???? ??? ????? ?? ???? ? ????.?

?? ??: COO? ??? ?? ?? ?? , ??? ‘?? ??? AI’ ???? ??? ???. ? ???? ?? ??? ????? ?? ???? ?? AI? ?? ??? ? ??? ????, ??? ? ????? ????, ???? ??? ???? ? ???? ????.

CX ???? ???? ?? ?? ??

?? ? ??? ???? ???? ??? ?????, ?? ??? ?? ?? ?????? ????. ?? ??(CX) ??? 4? ? 3? ???(73%)? CX ???? ?? ??? ????? ???? ??? ??? ????, ?? ??(41%)? ??? ?? ?? ? ?? ??? ?? ???? ?? 2026? ??? ???? ??? ???? ???? ????.

???? ??? ?? ???? ?? ??? ??? ???? ????? CX ???? ??? ??? ?? ??? ????? ?? ??? ?? ???? ??? ???? ? ??? ????? ??? ???.