{"id":18709,"date":"2025-08-01T13:29:15","date_gmt":"2025-08-01T13:29:15","guid":{"rendered":"https:\/\/itbusinesstoday.com\/?p=18709"},"modified":"2025-08-01T13:45:44","modified_gmt":"2025-08-01T13:45:44","slug":"emotion-ai-and-the-new-rules-of-customer-journey-mapping","status":"publish","type":"post","link":"https:\/\/itbusinesstoday.com\/ja\/tech\/ai\/emotion-ai-and-the-new-rules-of-customer-journey-mapping\/","title":{"rendered":"\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3AI\u3068\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306e\u65b0\u30eb\u30fc\u30eb"},"content":{"rendered":"<p>\u4f55\u5341\u5e74\u3082\u306e\u9593\u3001\u65e5\u672c\u4f01\u696d\u306f\u9867\u5ba2\u30b5\u30fc\u30d3\u30b9\u306e\u4e16\u754c\u7684\u306a\u91d1\u5b57\u5854\u3092\u6253\u3061\u7acb\u3066\u3066\u304d\u307e\u3057\u305f\u3002\u7d30\u90e8\u3078\u306e\u3053\u3060\u308f\u308a\u3068 <em>\u304a\u3082\u3066\u306a\u3057<\/em> 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<a href=\"https:\/\/itbusinesstoday.com\/ja\/tech\/ai\/why-small-language-models-are-the-next-big-thing-in-enterprise-ai\/\">\u8a00\u8a9e<\/a> \u4eba\u9593\u306e\u611f\u60c5\u306e\u3053\u308c\u306b\u306f\u3001\u58f0\u306e\u30c8\u30fc\u30f3\u3001\u8868\u60c5\u3001\u30c6\u30ad\u30b9\u30c8\u306e\u30e0\u30fc\u30c9\u3001\u5fc3\u62cd\u6570\u306a\u3069\u306e\u8eab\u4f53\u4fe1\u53f7\u3001\u884c\u52d5\u30d1\u30bf\u30fc\u30f3\u306a\u3069\u304c\u542b\u307e\u308c\u307e\u3059\u3002\u9ad8\u5ea6\u306a\u30a2\u30eb\u30b4\u30ea\u30ba\u30e0\u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30b5\u30fc\u30d3\u30b9\u30b3\u30fc\u30eb\u306e\u9332\u97f3\u3092\u5206\u6790\u3057\u307e\u3059\u3002\u30ad\u30fc\u30ef\u30fc\u30c9\u3092\u63a2\u3057\u3001\u58f0\u306e\u30c8\u30fc\u30f3\u3082\u30c1\u30a7\u30c3\u30af\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u30b9\u30c8\u30ec\u30b9\u3084\u6df7\u4e71\u306e\u5146\u5019\u3092\u767a\u898b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5e97\u8217\u3067\u306e\u30d3\u30c7\u30aa\u89e3\u6790\u306f\u3001\u9867\u5ba2\u306e\u305f\u3081\u3089\u3044\u3084\u559c\u3073\u306e\u30b5\u30a4\u30f3\u3092\u7d20\u65e9\u304f\u898b\u3064\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u30c1\u30e3\u30c3\u30c8\u30dc\u30c3\u30c8\u306e\u4f1a\u8a71\u306f\u3001\u4e01\u5be7\u306a\u8a00\u8449\u9063\u3044\u306b\u96a0\u3055\u308c\u305f\u6839\u672c\u7684\u306a\u4e0d\u6e80\u3092\u89e3\u6790\u3057\u307e\u3059\u3002\u3053\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306f\u4eba\u9593\u306e\u76f4\u611f\u306b\u53d6\u3063\u3066\u4ee3\u308f\u308b\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u3080\u3057\u308d\u305d\u308c\u3092\u5f8c\u62bc\u3057\u3057\u307e\u3059\u3002\u3042\u3089\u3086\u308b\u9867\u5ba2\u3068\u306e\u5bfe\u8a71\u306b\u5b58\u5728\u3059\u308b\u611f\u60c5\u3092\u5ba2\u89b3\u7684\u306b\u898b\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<p>Emotion AI\u3092\u8a66\u9a13\u7684\u306b\u5c0e\u5165\u3057\u305f\u65e5\u672c\u306e\u5927\u624b\u5bb6\u96fb\u91cf\u8ca9\u5e97\u306e\u4f8b\u3092\u8003\u3048\u3066\u307f\u307e\u3057\u3087\u3046\u3002\u5f93\u6765\u306e\u6307\u6a19\u3067\u306f\u3001\u30aa\u30f3\u30e9\u30a4\u30f3\u30b3\u30f3\u30d5\u30a3\u30ae\u30e5\u30ec\u30fc\u30bf\u30fc\u30c4\u30fc\u30eb\u306f\u300c\u52b9\u7387\u7684\u300d\u3067\u3042\u308a\u3001\u9ad8\u3044\u5b8c\u4e86\u7387\u3092\u793a\u3057\u3066\u3044\u307e\u3057\u305f\u3002Emotion AI\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u30a6\u30a7\u30d6\u30ab\u30e1\u30e9\u6620\u50cf\u3092\u5206\u6790\u3057\u3001\u56f0\u60d1\u3084\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u306e\u5fae\u5c0f\u306a\u8868\u60c5\u3092\u767a\u898b\u3057\u307e\u3057\u305f\u3002\u3053\u308c\u3089\u306e\u53cd\u5fdc\u306f\u3001\u7279\u5b9a\u306e\u8907\u96d1\u306a\u30b9\u30c6\u30c3\u30d7\u3067\u767a\u751f\u3057\u3066\u3044\u307e\u3057\u305f\u3002\u7d42\u4e86\u6642\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3067\u306f\u3001\u3053\u306e\u3088\u3046\u306a\u72b6\u6cc1\u306f\u628a\u63e1\u3067\u304d\u307e\u305b\u3093\u3067\u3057\u305f\u3002\u30e6\u30fc\u30b6\u30fc\u306f\u591a\u304f\u306e\u5834\u5408\u3001\u4e01\u5be7\u3067\u524d\u5411\u304d\u306a\u56de\u7b54\u3092\u3057\u3066\u3044\u307e\u3057\u305f\u3002\u611f\u60c5\u7684\u306a\u6469\u64e6\u306e\u30c7\u30fc\u30bf\u3092\u4f7f\u7528\u3059\u308b\u3053\u3068\u3067\u3001\u5b8c\u4e86\u7387\u3060\u3051\u306b\u6ce8\u76ee\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u30b3\u30f3\u30d0\u30fc\u30b8\u30e7\u30f3\u304c\u5927\u5e45\u306b\u5897\u52a0\u3057\u307e\u3057\u305f\u3002\u307e\u305f\u3001\u305d\u306e\u5f8c\u306e\u30b5\u30dd\u30fc\u30c8\u30b3\u30fc\u30eb\u3082\u6e1b\u5c11\u3057\u307e\u3057\u305f\u3002\u7121\u8a00\u306e\u845b\u85e4\u304c\u3088\u3046\u3084\u304f\u805e\u3053\u3048\u3066\u304d\u305f\u306e\u3067\u3059\u3002<\/p>\n<h4>\u3053\u3061\u3089\u3082\u304a\u8aad\u307f\u304f\u3060\u3055\u3044\uff1a <a class=\"p-url\" href=\"https:\/\/itbusinesstoday.com\/ja\/health-tech\/top-7-digital-health-startups-revolutionizing-patient-monitoring-in-japan\/\" rel=\"bookmark\">\u65e5\u672c\u306e\u60a3\u8005\u30e2\u30cb\u30bf\u30ea\u30f3\u30b0\u306b\u9769\u547d\u3092\u8d77\u3053\u3059\u30c7\u30b8\u30bf\u30eb\u30d8\u30eb\u30b9\u30fb\u30b9\u30bf\u30fc\u30c8\u30a2\u30c3\u30d7\u30fb\u30c8\u30c3\u30d77<\/a><\/h4>\n<h3><strong>\u76f4\u7dda\u7684\u601d\u8003\u306e\u6b20\u9665<\/strong><\/h3>\n<p>\u4f1d\u7d71\u7684\u306a\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306f\u3001\u4fa1\u5024\u304c\u3042\u308b\u3068\u306f\u3044\u3048\u3001\u4eca\u65e5\u306e\u30c0\u30a4\u30ca\u30df\u30c3\u30af\u306a\u74b0\u5883\u3067\u306f\u6c7a\u5b9a\u7684\u306a\u9650\u754c\u306b\u82e6\u3057\u3093\u3067\u3044\u307e\u3059\u3002\u6b21\u306e\u3088\u3046\u306b\u8ff0\u3079\u3066\u3044\u307e\u3059\u3002 <a href=\"https:\/\/www.forrester.com\/report\/forresters-global-customer-experience-index-cx-index-tm-rankings-2025\/RES184177\">\u30d5\u30a9\u30ec\u30b9\u30bf\u30fc\u30ba<\/a> 2025 Global CX Index\u3067\u306f\u300121%\u306e\u30d6\u30e9\u30f3\u30c9\u3067\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u8cea\u304c\u4f4e\u4e0b\u3057\u30016%\u306e\u307f\u304c\u6539\u5584\u3057\u307e\u3057\u305f\u3002\u591a\u304f\u306e\u30d6\u30e9\u30f3\u30c9\u304c\u9ad8\u3044\u9867\u5ba2\u6e80\u8db3\u5ea6\u3092\u793a\u3057\u3066\u3044\u308b\u306b\u3082\u304b\u304b\u308f\u3089\u305a\u300173%\u304c\u6a2a\u3070\u3044\u3067\u3057\u305f\u3002\u3053\u306e\u300c\u5b8c\u74a7\u306a\u9053\u7b4b\u300d\u306f\u3001\u591a\u304f\u306e\u5834\u5408\u3001\u9867\u5ba2\u306e\u5b9f\u969b\u306e\u5384\u4ecb\u306a\u7d4c\u9a13\u3068\u4e00\u81f4\u3057\u307e\u305b\u3093\u3002\u305d\u308c\u306f\u3001\u660e\u78ba\u306a\u884c\u52d5\u3068\u8868\u660e\u3055\u308c\u305f\u6e80\u8db3\u5ea6\u3092\u5f37\u8abf\u3059\u308b\u3082\u306e\u3067\u3059\u3002\u3057\u304b\u3057\u3001\u610f\u601d\u6c7a\u5b9a\u3001\u5fe0\u8aa0\u5fc3\u3001\u652f\u6301\u3092\u771f\u306b\u5f8c\u62bc\u3057\u3059\u308b\u3001\u5f37\u304f\u96a0\u3055\u308c\u305f\u611f\u60c5\u3092\u898b\u9003\u3057\u3066\u3044\u307e\u3059\u3002\u6700\u3082\u91cd\u8981\u306a\u3053\u3068\u306f\u3001\u305d\u308c\u306f\u672c\u8cea\u7684\u306b\u56de\u9867\u7684\u3067\u3042\u308b\u3068\u3044\u3046\u3053\u3068\u3067\u3059\u3002\u79c1\u305f\u3061\u306f\u8d77\u3053\u3063\u305f\u3053\u3068\u3092\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u306e\u3067\u3042\u3063\u3066\u3001\u4eca\u8d77\u3053\u3063\u3066\u3044\u308b\u3053\u3068\u3001\u3042\u308b\u3044\u306f\u6b21\u306b\u8d77\u3053\u308b\u304b\u3082\u3057\u308c\u306a\u3044\u3053\u3068\u3092\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u65e5\u672c\u3067\u306f\u3001\u4eba\u306f\u3057\u3070\u3057\u3070\u672c\u97f3\u3092\u96a0\u3057\u3066\u3057\u307e\u3044\u307e\u3059\u3002\u3067\u3059\u304b\u3089\u3001\u30a2\u30f3\u30b1\u30fc\u30c8\u8abf\u67fb\u3060\u3051\u3067\u306f\u3001\u5927\u4e8b\u306a\u3053\u3068\u3092\u898b\u843d\u3068\u3057\u3066\u3057\u307e\u3046\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u793c\u5100\u6b63\u3057\u3055\u3070\u304b\u308a\u306b\u6c17\u3092\u53d6\u3089\u308c\u3001\u6df1\u3044\u554f\u984c\u3092\u898b\u843d\u3068\u3057\u3066\u3057\u307e\u3046\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u96e2\u8131\u3084\u6e80\u305f\u3055\u308c\u306a\u3044\u611f\u60c5\u7684\u306a\u30cb\u30fc\u30ba\u306b\u6c17\u3065\u304b\u306a\u3044\u3053\u3068\u3082\u3042\u308a\u307e\u3059\u3002<\/p>\n<p>\u3053\u308c\u306f <a href=\"https:\/\/www.forrester.com\/press-newsroom\/forrester-us-2022-customer-experience-index\/\">\u30d5\u30a9\u30ec\u30b9\u30bf\u30fc\u30ba<\/a> 2022\u5e74\u306b\u306f19%\u306e\u30d6\u30e9\u30f3\u30c9\u304cCX\u306e\u8cea\u3092\u8457\u3057\u304f\u4f4e\u4e0b\u3055\u305b\u3001CX Index\u304c\u59cb\u307e\u3063\u3066\u4ee5\u6765\u30011\u5e74\u9593\u3067\u6700\u3082\u6025\u306a\u4f4e\u4e0b\u3068\u306a\u3063\u305f\u3068\u3044\u3046\u7c73\u56fd\u306e\u30c7\u30fc\u30bf\u304c\u767a\u8868\u3055\u308c\u307e\u3057\u305f\u3002<\/p>\n<h3><strong>\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3AI\u306f\u898b\u3048\u306a\u3044\u3082\u306e\u306e\u5730\u56f3\u88fd\u4f5c\u8005<\/strong><\/h3>\n<p>\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3AI\u306e\u7d71\u5408\u306f\u3001\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u3092\u5909\u3048\u307e\u3059\u3002\u30b7\u30f3\u30d7\u30eb\u306a\u56f3\u304c\u3001\u751f\u304d\u751f\u304d\u3068\u30c0\u30a4\u30ca\u30df\u30c3\u30af\u306a\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u30fb\u30a8\u30b3\u30b7\u30b9\u30c6\u30e0\u306b\u5909\u308f\u308a\u307e\u3059\u3002\u3053\u3053\u3067\u306f\u3001\u30eb\u30fc\u30eb\u304c\u3069\u306e\u3088\u3046\u306b\u5909\u5316\u3057\u3066\u3044\u308b\u304b\u3092\u3054\u7d39\u4ecb\u3057\u307e\u3059\uff1a<\/p>\n<ul>\n<li><strong>\u611f\u60c5\u306e\u5730\u5f62\u3092\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u30de\u30c3\u30d4\u30f3\u30b0<\/strong><strong>:<\/strong> \u5bfe\u8a71\u5f8c\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u306f\u5fd8\u308c\u3066\u304f\u3060\u3055\u3044\u3002Emotion AI\u306f\u3001\u65c5\u884c\u4e2d\u306b\u7d99\u7d9a\u7684\u306a\u611f\u60c5\u7684\u30d5\u30a3\u30fc\u30c9\u30d0\u30c3\u30af\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u4f01\u696d\u304b\u3089\u306f\u3001\u4ee5\u4e0b\u306e\u3088\u3046\u306a\u8ab2\u984c\u89e3\u6c7a\u304c\u65e9\u304b\u3063\u305f\u3068\u306e\u5831\u544a\u304c\u3042\u308a\u307e\u3059\u3002 <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/customer-service-transformation\/\">84<\/a>%\u306e\u30b1\u30fc\u30b9\u3067\u300161%\u306e\u30b1\u30fc\u30b9\u3067\u3001\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u304c\u6539\u5584\u3055\u308c\u307e\u3057\u305f\u3002 <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/customer-service-transformation\/\">\u611f\u60c5\u7684<\/a> \u30b7\u30b0\u30ca\u30eb\u3068AI\u306e\u878d\u5408\u30aa\u30f3\u30e9\u30a4\u30f3\u30fb\u30d0\u30f3\u30ad\u30f3\u30b0\u3067\u6df7\u4e71\u304c\u8d77\u304d\u305f\u3068\u304d\u306b\u3059\u3050\u306b\u308f\u304b\u308b\u3053\u3068\u3092\u60f3\u50cf\u3057\u3066\u307f\u3066\u304f\u3060\u3055\u3044\u3002\u3042\u308b\u3044\u306f\u3001\u9867\u5ba2\u304c\u5b8c\u74a7\u306a\u304a\u3059\u3059\u3081\u5546\u54c1\u3092\u767a\u898b\u3057\u305f\u3068\u304d\u306e\u559c\u3073\u3092\u611f\u3058\u3066\u304f\u3060\u3055\u3044\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u8fc5\u901f\u306a\u5bfe\u5fdc\u304c\u53ef\u80fd\u306b\u306a\u308a\u307e\u3059\u3002\u30aa\u30f3\u30e9\u30a4\u30f3\u3067\u30d5\u30e9\u30b9\u30c8\u30ec\u30fc\u30b7\u30e7\u30f3\u3092\u611f\u3058\u305f\u3089\u3001\u3059\u3050\u306b\u30c1\u30e3\u30c3\u30c8\u3092\u63d0\u4f9b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u9867\u5ba2\u304c\u305f\u3081\u3089\u3063\u3066\u3044\u308b\u3088\u3046\u3067\u3042\u308c\u3070\u3001\u5e97\u54e1\u304c\u6848\u5185\u3059\u308b\u3053\u3068\u3082\u3067\u304d\u307e\u3059\u3002\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d7\u306f\u3001\u30ea\u30a2\u30eb\u306a\u611f\u60c5\u30c7\u30fc\u30bf\u3067\u8108\u6253\u3064\u30c0\u30a4\u30ca\u30df\u30c3\u30af\u306a\u3082\u306e\u306b\u306a\u308a\u307e\u3059\u3002<\/li>\n<li><strong>\u4f55\u300d\u306e\u80cc\u5f8c\u306b\u3042\u308b\u300c\u306a\u305c\u300d\u3092\u7406\u89e3\u3059\u308b\u3053\u3068<\/strong><strong>:<\/strong> \u9867\u5ba2\u304c\u30ab\u30fc\u30c8\u3092\u653e\u68c4\u3057\u305f\u3053\u3068\u304c\u308f\u304b\u308a\u307e\u3059\u3002\u5f93\u6765\u306e\u30de\u30c3\u30d4\u30f3\u30b0\u3067\u306f\u30c1\u30a7\u30c3\u30af\u30a2\u30a6\u30c8\u30da\u30fc\u30b8\u306b\u30d5\u30e9\u30b0\u304c\u7acb\u3064\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u611f\u60c5AI\u306f\u3001\u4e88\u60f3\u5916\u306e\u9001\u6599\u306b\u5bfe\u3059\u308b\u4e0d\u5b89\u306e\u6025\u4e0a\u6607\u3092\u793a\u3059\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u307e\u305f\u3001\u524d\u8ff0\u3057\u305f\u4fdd\u8a3c\u30aa\u30d7\u30b7\u30e7\u30f3\u306b\u3064\u3044\u3066\u306e\u6df7\u4e71\u3092\u793a\u3059\u304b\u3082\u3057\u308c\u307e\u305b\u3093\u3002\u884c\u52d5\u3068\u611f\u60c5\u3092\u30ea\u30f3\u30af\u3055\u305b\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u89e3\u7d04\u3084\u30a2\u30c9\u30dc\u30ab\u30b7\u30fc\u306e\u3088\u3046\u306a\u884c\u52d5\u306e\u80cc\u5f8c\u306b\u3042\u308b\u672c\u5f53\u306e\u7406\u7531\u304c\u308f\u304b\u308a\u307e\u3059\u3002\u771f\u306e\u9867\u5ba2\u6e80\u8db3\u3092\u76ee\u6307\u3059\u65e5\u672c\u4f01\u696d\u306b\u3068\u3063\u3066\u3001\u6df1\u3044\u7406\u89e3\u306f\u975e\u5e38\u306b\u91cd\u8981\u3067\u3059\u3002 <em>\u304a\u3082\u3066\u306a\u3057<\/em>.<\/li>\n<li><strong>\u4e88\u6e2c\u7684\u5171\u611f\uff1a\u8a9e\u3089\u308c\u308b\u524d\u306b\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068<\/strong><strong>:<\/strong> Emotion AI\u306f\u3001\u5927\u898f\u6a21\u306a\u30c7\u30fc\u30bf\u30bb\u30c3\u30c8\u306e\u611f\u60c5\u30d1\u30bf\u30fc\u30f3\u3092\u5206\u6790\u3057\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u611f\u60c5\u3092\u63cf\u5199\u3059\u308b\u3060\u3051\u3067\u306a\u304f\u3001\u4e88\u6e2c\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u901a\u5e38\u3001\u89e3\u7d04\u306e\u524d\u306b\u8a2a\u308c\u308b\u82e6\u75db\u306e\u5146\u5019\u3092\u793a\u3059\u9867\u5ba2\u3092\u767a\u898b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u9867\u5ba2\u3092\u7dad\u6301\u3059\u308b\u305f\u3081\u306e\u7a4d\u6975\u7684\u306a\u63aa\u7f6e\u3092\u8b1b\u3058\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u30d7\u30ec\u30df\u30a2\u30e0\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3084\u65b0\u30b5\u30fc\u30d3\u30b9\u306b\u6700\u3082\u524d\u5411\u304d\u306a\u9867\u5ba2\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u306f\u9867\u5ba2\u306e\u611f\u60c5\u7684\u306a\u95a2\u4e0e\u306e\u30d1\u30bf\u30fc\u30f3\u306b\u57fa\u3065\u3044\u3066\u3044\u307e\u3059\u3002\u3042\u308b\u65e5\u672c\u306e\u30c8\u30c3\u30d7\u81ea\u52d5\u8eca\u30d6\u30e9\u30f3\u30c9\u306f\u3001\u8a66\u4e57\u6642\u306b\u8eca\u5185\u306eEmotion AI\u3092\u4f7f\u7528\u3057\u3066\u3044\u307e\u3059\u3002\u30c9\u30e9\u30a4\u30d0\u30fc\u3084\u540c\u4e57\u8005\u304c\u6a5f\u80fd\u3084\u72b6\u6cc1\u306b\u3069\u306e\u3088\u3046\u306b\u53cd\u5fdc\u3059\u308b\u304b\u3092\u89b3\u5bdf\u3059\u308b\u3053\u3068\u3067\u3001\u771f\u306e\u611f\u60c5\u304c\u660e\u3089\u304b\u306b\u306a\u308a\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u904b\u8ee2\u5f8c\u306e\u30a2\u30f3\u30b1\u30fc\u30c8\u3088\u308a\u3082\u6b63\u78ba\u306b\u8a2d\u8a08\u3084\u30de\u30fc\u30b1\u30c6\u30a3\u30f3\u30b0\u6d3b\u52d5\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002<br \/>\n\u5177\u4f53\u7684\u306a\u65e5\u672c\u306e\u30c6\u30b9\u30c8\u30c9\u30e9\u30a4\u30d6\u30d7\u30ed\u30b0\u30e9\u30e0\u306f\u516c\u958b\u3055\u308c\u3066\u3044\u307e\u305b\u3093\u304c\u3001\u4e88\u6e2c\u7684\u611f\u60c5\u5206\u6790\u306f\u5341\u5206\u306b\u6587\u66f8\u5316\u3055\u308c\u3066\u3044\u307e\u3059\u3002\u30de\u30c3\u30ad\u30f3\u30bc\u30fc\u306b\u3088\u308b\u3068\u3001\u4e88\u6e2c\u5206\u6790\u306b\u3088\u308b\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306b\u512a\u308c\u305f\u4f01\u696d\u306f\u3001\u5229\u76ca\u7387\u304c\u8457\u3057\u304f\u9ad8\u304f\u3001\u6700\u5927\u3067 <a href=\"https:\/\/www.mckinsey.com\/industries\/technology-media-and-telecommunications\/our-insights\/unlocking-the-value-of-personalization-at-scale-for-operators\">40%<\/a> \u5e73\u5747\u7684\u306a\u9078\u624b\u3088\u308a\u3082\u53ce\u5165\u304c\u591a\u3044<\/li>\n<li><strong>\u30d5\u30a3\u30fc\u30ea\u30f3\u30b0\u306b\u3088\u308b\u30cf\u30a4\u30d1\u30fc\u30fb\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3<\/strong><strong>:<\/strong> <a href=\"https:\/\/itbusinesstoday.com\/ja\/tech\/ai\/how-japanese-brands-are-using-ai-to-power-hyper-personalized-loyalty-programs\/\">\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3<\/a> \u904e\u53bb\u306e\u8cfc\u5165\u5c65\u6b74\u306b\u57fa\u3065\u304f\u3053\u3068\u306f\u3001\u673a\u4e0a\u306e\u7a7a\u8ad6\u3067\u3059\u3002\u6b21\u306e\u30d5\u30ed\u30f3\u30c6\u30a3\u30a2\u306f\u3001\u7d4c\u9a13\u3092\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u3053\u308c\u306f\u3001\u79c1\u305f\u3061\u306e\u73fe\u5728\u306e\u611f\u60c5\u3068\u5c06\u6765\u306e\u611f\u60c5\u7684\u30cb\u30fc\u30ba\u306b\u4f9d\u5b58\u3057\u307e\u3059\u3002Emotion AI\u3092\u642d\u8f09\u3057\u305f\u65c5\u884c\u4e88\u7d04\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u306f\u3001\u30e6\u30fc\u30b6\u30fc\u306e\u884c\u52d5\u304b\u3089\u30b9\u30c8\u30ec\u30b9\u3092\u611f\u77e5\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u305d\u3057\u3066\u3001\u843d\u3061\u7740\u3044\u305f\u30aa\u30fc\u30eb\u30a4\u30f3\u30af\u30eb\u30fc\u30b7\u30d6\u306e\u30ea\u30be\u30fc\u30c8\u3092\u6700\u521d\u306b\u8868\u793a\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u3053\u308c\u3089\u306e\u30ea\u30be\u30fc\u30c8\u306b\u306f\u660e\u78ba\u306a\u30ad\u30e3\u30f3\u30bb\u30eb\u30dd\u30ea\u30b7\u30fc\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u306e\u30a2\u30d7\u30ed\u30fc\u30c1\u306f\u3001\u8907\u96d1\u306a\u8907\u6570\u90fd\u5e02\u3092\u5de1\u308b\u65c5\u7a0b\u3088\u308a\u3082\u512a\u308c\u3066\u3044\u307e\u3059\u3002\u91d1\u878d\u30b5\u30fc\u30d3\u30b9\u30a2\u30d7\u30ea\u306f\u3001\u5e02\u5834\u306e\u6d6e\u304d\u6c88\u307f\u3092\u5fc3\u914d\u3059\u308b\u30e6\u30fc\u30b6\u30fc\u3092\u52a9\u3051\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u5f79\u7acb\u3064\u6559\u80b2\u30b3\u30f3\u30c6\u30f3\u30c4\u3092\u8868\u793a\u3057\u305f\u308a\u3001\u4fe1\u983c\u3067\u304d\u308b\u30a2\u30c9\u30d0\u30a4\u30b6\u30fc\u304b\u3089\u306e\u5b89\u5fc3\u611f\u3092\u63d0\u4f9b\u3057\u305f\u308a\u3057\u307e\u3059\u3002\u3053\u306e\u3088\u3046\u306a\u6587\u8108\u306b\u6cbf\u3063\u305f\u5171\u611f\u306f\u3001\u6df1\u3044\u4fe1\u983c\u3068\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u7bc9\u304d\u307e\u3059\u3002<br \/>\n<a href=\"https:\/\/www.deloittedigital.com\/mt\/en\/insights\/perspective\/Personalising-The-Customer-Experience.html\">\u30c7\u30ed\u30a4\u30c8<\/a> \u30c7\u30b8\u30bf\u30eb\u306f\u3001\u611f\u60c5\u306b\u95a2\u9023\u3057\u305f\u4f53\u9a13\u304c\u8cfc\u8cb7\u610f\u6b32\u309270%\u5897\u52a0\u3055\u305b\u308b\u3053\u3068\u3092\u767a\u898b\u3057\u307e\u3057\u305f\u3002\u5225\u306e\u8abf\u67fb\u3067\u306f\u3001\u6d88\u8cbb\u8005\u306e5\u4eba\u306b1\u4eba\u304c\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u4f53\u9a13\u306b\u5bfe\u3057\u306620%\u652f\u6255\u3046\u3068\u56de\u7b54\u3057\u300122%\u304c\u305d\u306e\u3088\u3046\u306a\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30bc\u30fc\u30b7\u30e7\u30f3\u306e\u305f\u3081\u306b\u559c\u3093\u3067\u30c7\u30fc\u30bf\u3092\u5171\u6709\u3059\u308b\u3068\u56de\u7b54\u3057\u3066\u3044\u307e\u3059\u3002<\/li>\n<\/ul>\n<h3><strong>\u30a8\u30ec\u30d9\u30fc\u30c6\u30a3\u30f3\u30b0 <em>\u304a\u3082\u3066\u306a\u3057<\/em> AI\u642d\u8f09<\/strong><\/h3>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-18781\" src=\"https:\/\/itbusinesstoday.com\/wp-content\/uploads\/2025\/08\/Emotion-AI-and-the-New-Rules-of-Customer-Journey-Mapping-02.webp\" alt=\"Emotion AI and the New Rules of Customer Journey Mapping\" width=\"1200\" height=\"800\" \/><\/p>\n<p>\u65e5\u672c\u306e\u30d3\u30b8\u30cd\u30b9\u30ea\u30fc\u30c0\u30fc\u306b\u3068\u3063\u3066\u3001Emotion AI\u306f\u5358\u306a\u308b\u6280\u8853\u306e\u30a2\u30c3\u30d7\u30b0\u30ec\u30fc\u30c9\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u6587\u5316\u7684\u4fa1\u5024\u3092\u30b5\u30dd\u30fc\u30c8\u3057\u3001\u5411\u4e0a\u3055\u305b\u308b\u3082\u306e\u3067\u3059\u3002\u65e5\u672c\u306e\u30b5\u30fc\u30d3\u30b9\u7cbe\u795e\u306f\u3001\u6df1\u3044\u656c\u610f\u3092\u6255\u3044\u3001\u8a00\u8449\u306b\u306a\u3089\u306a\u3044\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u3092\u6c42\u3081\u3066\u3044\u307e\u3059\u3002Emotion AI\u306f\u3001\u3053\u308c\u3092\u304b\u3064\u3066\u306a\u3044\u898f\u6a21\u3068\u7cbe\u5ea6\u3067\u5b9f\u73fe\u3059\u308b\u30c4\u30fc\u30eb\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u7af6\u4e89\u306e\u6fc0\u3057\u3044\u5e02\u5834\u3067\u306f\u3001\u9867\u5ba2\u306e\u671f\u5f85\u306f\u9ad8\u307e\u308a\u7d9a\u3051\u3066\u3044\u307e\u3059\u3002\u4eba\u53e3\u52d5\u614b\u306e\u5909\u5316\u3082\u3001\u52b9\u7387\u7684\u3067\u3042\u308a\u306a\u304c\u3089\u30d1\u30fc\u30bd\u30ca\u30eb\u306a\u30b5\u30fc\u30d3\u30b9\u3092\u6c42\u3081\u3066\u3044\u307e\u3059\u3002Emotion AI\u306f\u5f37\u529b\u306a\u30a2\u30c9\u30d0\u30f3\u30c6\u30fc\u30b8\u3092\u63d0\u4f9b\u3057\u307e\u3059\u3002\u6c38\u7d9a\u7684\u306a\u95a2\u4fc2\u3092\u5927\u5207\u306b\u3059\u308b\u6587\u5316\u306e\u4e2d\u3067\u3001\u9867\u5ba2\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3092\u9ad8\u3081\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u65e5\u672c\u4f01\u696d\u304c\u30b0\u30ed\u30fc\u30d0\u30eb\u306b\u5c55\u958b\u3059\u308b\u969b\u3001Emotion AI\u306f\u6587\u5316\u7684\u306a\u611f\u60c5\u306e\u9055\u3044\u3092\u628a\u63e1\u3059\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u6709\u540d\u306a\u30b5\u30fc\u30d3\u30b9\u54c1\u8cea\u3092\u52b9\u679c\u7684\u306b\u7dad\u6301\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002<\/p>\n<h3><strong>\u5b9f\u65bd\u3068\u502b\u7406<\/strong><\/h3>\n<p>Emotion AI\u3092\u6d3b\u7528\u3057\u305f\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306e\u5c0e\u5165\u306b\u306f\u3001\u614e\u91cd\u306a\u30ca\u30d3\u30b2\u30fc\u30b7\u30e7\u30f3\u304c\u5fc5\u8981\u3067\u3059\u3002\u97f3\u58f0\u3001\u30d3\u30c7\u30aa\u3001\u30c6\u30ad\u30b9\u30c8\u3001\u884c\u52d5\u306a\u3069\u3001\u3055\u307e\u3056\u307e\u306a\u30bf\u30a4\u30d7\u306e\u30c7\u30fc\u30bf\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3053\u3068\u304c\u6210\u529f\u306e\u9375\u3067\u3059\u3002\u3053\u308c\u306b\u3088\u308a\u3001\u7d71\u4e00\u3055\u308c\u305f\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u30fb\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u5c64\u304c\u5f62\u6210\u3055\u308c\u307e\u3059\u3002\u73fe\u5728\u306eCRM\u3068\u5206\u6790\u30d7\u30e9\u30c3\u30c8\u30d5\u30a9\u30fc\u30e0\u3092\u5f37\u5316\u3057\u307e\u3059\u3002\u91cd\u8981\u306a\u3053\u3068\u306f\u3001\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u3068\u900f\u660e\u6027\u3092\u6700\u5927\u9650\u306b\u5c0a\u91cd\u3059\u308b\u3053\u3068\u3067\u3059\u3002\u65e5\u672c\u306e\u6d88\u8cbb\u8005\u306f\u3001\u30d1\u30fc\u30bd\u30ca\u30e9\u30a4\u30ba\u3055\u308c\u305f\u30b5\u30fc\u30d3\u30b9\u3092\u91cd\u8996\u3059\u308b\u4e00\u65b9\u3067\u3001\u30c7\u30fc\u30bf\u306e\u30d7\u30e9\u30a4\u30d0\u30b7\u30fc\u306b\u306f\u975e\u5e38\u306b\u654f\u611f\u3067\u3059\u3002\u660e\u78ba\u306a\u30aa\u30d7\u30c8\u30a4\u30f3\u306e\u65b9\u6cd5\u304c\u5fc5\u8981\u3067\u3059\u3002\u307e\u305f\u3001\u30c7\u30fc\u30bf\u306e\u4f7f\u7528\u65b9\u6cd5\u306b\u3064\u3044\u3066\u3082\u660e\u78ba\u306b\u4f1d\u3048\u308b\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u3053\u308c\u306f\u3001\u65e5\u672c\u306e\u53b3\u683c\u306a\u500b\u4eba\u60c5\u5831\u4fdd\u8b77\u6cd5\uff08APPI\uff09\u306b\u5f93\u3046\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002\u5f37\u529b\u306a\u30bb\u30ad\u30e5\u30ea\u30c6\u30a3\u5bfe\u7b56\u3082\u4e0d\u53ef\u6b20\u3067\u3059\u3002\u4f01\u696d\u306f\u4fe1\u983c\u3092\u7bc9\u304f\u5fc5\u8981\u304c\u3042\u308a\u307e\u3059\u3002Emotion AI\u304c\u502b\u7406\u7684\u306b\u4f7f\u7528\u3055\u308c\u3066\u3044\u308b\u3053\u3068\u3092\u793a\u3059\u3079\u304d\u3067\u3059\u3002\u3053\u308c\u306f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u64cd\u4f5c\u3059\u308b\u306e\u3067\u306f\u306a\u304f\u3001\u9867\u5ba2\u4f53\u9a13\u3092\u5411\u4e0a\u3055\u305b\u308b\u306e\u306b\u5f79\u7acb\u3061\u307e\u3059\u3002\u611f\u60c5\u7684\u306a\u6d1e\u5bdf\u3092\u628a\u63e1\u3057\u3001\u6d3b\u7528\u3059\u308b\u305f\u3081\u306e\u30c1\u30fc\u30e0\u306e\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u304c\u91cd\u8981\u3067\u3059\u3002\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306f\u4eba\u3092\u52a9\u3051\u308b\u3082\u306e\u3067\u3042\u308a\u3001\u91cd\u8981\u306a\u30d2\u30e5\u30fc\u30de\u30f3\u30bf\u30c3\u30c1\u3092\u596a\u3046\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002<\/p>\n<p>\u8ab2\u984c\u3068\u3057\u3066\u306f\u3001\u7570\u306a\u308b\u30b0\u30eb\u30fc\u30d7\u306b\u5bfe\u3057\u3066\u30a2\u30eb\u30b4\u30ea\u30ba\u30e0\u304c\u6b63\u78ba\u3067\u3042\u308b\u3053\u3068\u3092\u78ba\u8a8d\u3059\u308b\u3053\u3068\u304c\u6319\u3052\u3089\u308c\u307e\u3059\u3002\u307e\u305f\u3001\u30c8\u30ec\u30fc\u30cb\u30f3\u30b0\u30c7\u30fc\u30bf\u306e\u6587\u5316\u7684\u30d0\u30a4\u30a2\u30b9\u3092\u6e1b\u3089\u3059\u5fc5\u8981\u3082\u3042\u308a\u307e\u3059\u3002\u7d99\u7d9a\u7684\u306a\u6539\u826f\u3068\u4eba\u9593\u306b\u3088\u308b\u76e3\u8996\u304c\u4e0d\u53ef\u6b20\u3002\u7d44\u7e54\u306b\u304a\u3051\u308b\u5909\u5316\u3078\u306e\u62b5\u6297\u306b\u5bfe\u51e6\u3059\u308b\u306b\u306f\u3001\u300c\u4e0d\u6c17\u5473\u3055\u300d\u3078\u306e\u6050\u6016\u306b\u5bfe\u51e6\u3059\u308b\u3053\u3068\u3002\u5229\u70b9\u3068\u502b\u7406\u7684\u4fdd\u8b77\u306b\u95a2\u3059\u308b\u660e\u78ba\u306a\u30b3\u30df\u30e5\u30cb\u30b1\u30fc\u30b7\u30e7\u30f3\u304c\u91cd\u8981\u3002<\/p>\n<h3><strong>\u30b3\u30a2\u30fb\u30b3\u30f3\u30d1\u30b9\u3068\u3057\u3066\u306e\u611f\u60c5<\/strong><\/h3>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-18782\" src=\"https:\/\/itbusinesstoday.com\/wp-content\/uploads\/2025\/08\/Emotion-AI-and-the-New-Rules-of-Customer-Journey-Mapping-03.webp\" alt=\"Emotion AI and the New Rules of Customer Journey Mapping\" width=\"1200\" height=\"800\" \/><\/p>\n<p>\u8ecc\u8de1\u306f\u660e\u3089\u304b\u3002\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3AI\u306f\u3088\u308a\u8ce2\u304f\u306a\u308b\u3067\u3057\u3087\u3046\u3002\u30de\u30eb\u30c1\u30e2\u30fc\u30c0\u30eb\u5206\u6790\u306b\u3088\u3063\u3066\u3001\u97f3\u58f0\u3001\u8868\u60c5\u3001\u30c6\u30ad\u30b9\u30c8\u3001\u8eab\u4f53\u4fe1\u53f7\u3092\u7d44\u307f\u5408\u308f\u305b\u308b\u3067\u3057\u3087\u3046\u3002\u3053\u308c\u306f\u3088\u308a\u6df1\u3044\u7406\u89e3\u306b\u3064\u306a\u304c\u308a\u307e\u3059\u3002\u4ed6\u306eAI\u30b7\u30b9\u30c6\u30e0\u3068\u7d71\u5408\u3059\u308b\u3053\u3068\u3067\u3001\u5fdc\u7b54\u6027\u306e\u9ad8\u3044\u74b0\u5883\u304c\u751f\u307e\u308c\u307e\u3059\u3002\u3053\u308c\u3089\u306f\u9867\u5ba2\u306e\u611f\u60c5\u306b\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u3067\u9069\u5fdc\u3057\u307e\u3059\u3002\u65e5\u672c\u4f01\u696d\u306b\u306f\u3001\u3053\u306e\u5909\u5316\u3092\u30ea\u30fc\u30c9\u3059\u308b\u30c1\u30e3\u30f3\u30b9\u304c\u3042\u308a\u307e\u3059\u3002\u611f\u60c5\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3092\u9867\u5ba2\u4f53\u9a13\u306e\u4e2d\u6838\u306b\u7d44\u307f\u8fbc\u3080\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002<\/p>\n<h3><strong>\u30a8\u30e2\u30fc\u30b7\u30e7\u30ca\u30eb\u30fb\u30a4\u30f3\u30c6\u30ea\u30b8\u30a7\u30f3\u30b9\u3067\u9053\u3092\u5207\u308a\u958b\u304f<\/strong><\/h3>\n<p>\u884c\u52d5\u3084\u8abf\u67fb\u3060\u3051\u3067\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u30de\u30c3\u30d4\u30f3\u30b0\u3059\u308b\u306e\u306f\u6642\u4ee3\u9045\u308c\u3067\u3059\u3002Emotion AI\u306f\u3001\u9867\u5ba2\u304c\u30d6\u30e9\u30f3\u30c9\u3092\u3069\u306e\u3088\u3046\u306b\u898b\u3066\u3044\u308b\u304b\u306b\u5f71\u97ff\u3092\u4e0e\u3048\u308b\u611f\u60c5\u7684\u306a\u72b6\u6cc1\u3092\u660e\u3089\u304b\u306b\u3057\u307e\u3059\u3002\u96a0\u308c\u305f\u6469\u64e6\u70b9\u3001\u8a00\u8449\u306b\u306a\u3089\u306a\u3044\u559c\u3073\u3001\u30ed\u30a4\u30e4\u30eb\u30c6\u30a3\u3084\u4fa1\u5024\u306e\u5146\u5019\u3092\u767a\u898b\u3057\u307e\u3059\u3002\u3053\u306e\u30c6\u30af\u30ce\u30ed\u30b8\u30fc\u306f\u3001\u65e5\u672c\u306e\u30d3\u30b8\u30cd\u30b9\u30ea\u30fc\u30c0\u30fc\u306b\u30b5\u30fc\u30d3\u30b9\u5411\u4e0a\u306e\u30c1\u30e3\u30f3\u30b9\u3092\u4e0e\u3048\u307e\u3059\u3002\u9867\u5ba2\u3092\u3088\u308a\u6df1\u304f\u7406\u89e3\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u307e\u3059\u3002\u306e\u7cbe\u795e\u3092\u6e80\u305f\u3059\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002 <em>\u304a\u3082\u3066\u306a\u3057 <\/em>\u8868\u73fe\u3055\u308c\u306a\u3044\u30cb\u30fc\u30ba\u3092\u4e88\u6e2c\u3059\u308b\u3053\u3068\u306b\u3088\u3063\u3066\u3002\u305d\u3046\u3059\u308b\u3053\u3068\u3067\u3001\u4fe1\u983c\u3068\u3064\u306a\u304c\u308a\u306b\u57fa\u3065\u3044\u305f\u5f37\u3044\u95a2\u4fc2\u3092\u7bc9\u304f\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u306f\u3082\u3046\u3001\u305f\u3060\u773a\u3081\u308b\u3060\u3051\u306e\u3082\u306e\u3067\u306f\u3042\u308a\u307e\u305b\u3093\u3002\u751f\u304d\u751f\u304d\u3068\u3057\u305f\u611f\u60c5\u7684\u306a\u4f53\u9a13\u306a\u306e\u3067\u3059\u3002\u3044\u307e\u3084\u79c1\u305f\u3061\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u3092\u3088\u308a\u3088\u304f\u7406\u89e3\u3057\u3001\u8fc5\u901f\u306b\u5bfe\u5fdc\u3057\u3001\u3055\u3089\u306b\u306f\u305d\u308c\u3092\u5f62\u306b\u3059\u308b\u3053\u3068\u304c\u3067\u304d\u308b\u306e\u3067\u3059\u3002\u3053\u306e\u9759\u304b\u306a\u9769\u547d\u3092\u7121\u8996\u3059\u308b\u9078\u629e\u80a2\u306f\u3042\u308a\u307e\u305b\u3093\u3002Emotion AI\u3092\u53d6\u308a\u5165\u308c\u308b\u3053\u3068\u306f\u3001\u30ab\u30b9\u30bf\u30de\u30fc\u30fb\u30a8\u30af\u30b9\u30da\u30ea\u30a8\u30f3\u30b9\u306e\u672a\u6765\u3092\u5207\u308a\u958b\u3053\u3046\u3068\u3059\u308b\u4f01\u696d\u306b\u3068\u3063\u3066\u6975\u3081\u3066\u91cd\u8981\u3067\u3059\u3002\u3053\u308c\u306f\u65e5\u672c\u3060\u3051\u3067\u306a\u304f\u3001\u4e16\u754c\u3067\u3082\u540c\u69d8\u3067\u3059\u3002\u5730\u56f3\u306f\u5857\u308a\u66ff\u3048\u3089\u308c\u3001\u4eca\u3053\u305d\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3\u306e\u529b\u3067\u30ca\u30d3\u30b2\u30fc\u30c8\u3059\u308b\u6642\u306a\u306e\u3067\u3059\u3002<\/p>","protected":false},"excerpt":{"rendered":"<p>For decades, Japanese businesses have set the global gold standard for customer service. Attention to detail and omotenashi (wholehearted hospitality) led to efficient, respectful, and satisfying experiences. Traditional customer journey mapping was our guide. It showed a linear chart with touchpoints from awareness to purchase and beyond. We found pain points, made transitions easier, and measured satisfaction with surveys and NPS scores. Beneath those high satisfaction ratings, a hidden world exists. It holds unspoken frustrations, brief moments of joy, and subtle anxieties. Surveys often miss these feelings. The customer journey, it turns out, wasn&#8217;t just a path; it was an emotional rollercoaster. Emotion AI isn&#8217;t just a new tool; it&#8217;s [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":18784,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"wprm-recipe-roundup-name":"","wprm-recipe-roundup-description":"","postBodyCss":"","postBodyMargin":[],"postBodyPadding":[],"postBodyBackground":{"backgroundType":"classic","gradient":""},"footnotes":""},"categories":[186,180,201,85],"tags":[377,1294,6727,5120,6726,6725],"ppma_author":[325],"class_list":{"0":"post-18709","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-ai","8":"category-knowledge-hub","9":"category-staff-writers","10":"category-tech","11":"tag-computing","12":"tag-customer-service","13":"tag-emotion-ai","14":"tag-japanese-business","15":"tag-linear-thinking","16":"tag-omotenashi"},"yoast_head":"<!-- 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scale.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/itbusinesstoday.com\/ja\/tech\/ai\/emotion-ai-and-the-new-rules-of-customer-journey-mapping\/\" \/>\n<meta property=\"og:site_name\" content=\"itbusinesstoday\" \/>\n<meta property=\"article:published_time\" content=\"2025-08-01T13:29:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-08-01T13:45:44+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/itbusinesstoday.com\/wp-content\/uploads\/2025\/08\/Emotion-AI-and-the-New-Rules-of-Customer-Journey-Mapping-01.webp\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/webp\" \/>\n<meta name=\"author\" content=\"Ren Yamaguchi\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u57f7\u7b46\u8005\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ren Yamaguchi\" \/>\n\t<meta name=\"twitter:label2\" content=\"\u63a8\u5b9a\u8aad\u307f\u53d6\u308a\u6642\u9593\" \/>\n\t<meta name=\"twitter:data2\" content=\"8\u5206\" \/>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"\u30a8\u30e2\u30fc\u30b7\u30e7\u30f3AI\u304c\u30ab\u30b9\u30bf\u30de\u30fc\u30b8\u30e3\u30fc\u30cb\u30fc\u30de\u30c3\u30d4\u30f3\u30b0\u306e\u30eb\u30fc\u30eb\u3092\u518d\u69cb\u7bc9","description":"\u30ea\u30a2\u30eb\u30bf\u30a4\u30e0\u306e\u611f\u60c5\u3092\u89e3\u8aad\u3059\u308b\u3053\u3068\u3067\u3001CX\u3068\u5171\u611f\u3092\u30b9\u30b1\u30fc\u30eb\u30a2\u30c3\u30d7\u3055\u305b\u308bEmotion 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