{"id":128,"date":"2026-04-06T10:39:02","date_gmt":"2026-04-06T10:39:02","guid":{"rendered":"https:\/\/www.hi-posts.com\/vn\/evolution-customer-journey-mapping-decades\/"},"modified":"2026-04-06T10:39:02","modified_gmt":"2026-04-06T10:39:02","slug":"evolution-customer-journey-mapping-decades","status":"publish","type":"post","link":"https:\/\/www.hi-posts.com\/vn\/evolution-customer-journey-mapping-decades\/","title":{"rendered":"S\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng qua c\u00e1c th\u1eadp k\u1ef7"},"content":{"rendered":"

Hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u kh\u00f4ng ph\u1ea3i l\u00e0 kh\u00e1i ni\u1ec7m m\u1edbi, nh\u01b0ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e3 thay \u0111\u1ed5i \u0111\u00e1ng k\u1ec3 theo th\u1eddi gian. Nh\u1eefng b\u1ea3n ph\u00e1c th\u1ea3o \u0111\u01a1n gi\u1ea3n ban \u0111\u1ea7u tr\u00ean kh\u0103n \u0103n \u0111\u00e3 chuy\u1ec3n h\u00f3a th\u00e0nh c\u00e1c m\u00f4 h\u00ecnh ph\u1ee9c t\u1ea1p d\u1ef1a tr\u00ean d\u1eef li\u1ec7u. H\u01b0\u1edbng d\u1eabn n\u00e0y kh\u00e1m ph\u00e1 l\u1ecbch s\u1eed b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng, nh\u1eefng thay \u0111\u1ed5i trong thu th\u1eadp d\u1eef li\u1ec7u v\u00e0 nh\u1eefng thay \u0111\u1ed5i chi\u1ebfn l\u01b0\u1ee3c \u0111\u00e3 \u0111\u1ecbnh h\u00ecnh qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng hi\u1ec7n \u0111\u1ea1i (CX). \ud83e\udded<\/p>\n

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\"Infographic<\/figure>\n<\/div>\n

1. N\u1ec1n t\u1ea3ng: B\u1ea3n \u0111\u1ed3 d\u1ecbch v\u1ee5 v\u00e0 c\u00e1c \u0111i\u1ec3m ti\u1ebfp x\u00fac v\u1eadt l\u00fd (th\u1eadp ni\u00ean 1980\u20131990) \ud83c\udfe2<\/h2>\n

V\u00e0o nh\u1eefng ng\u00e0y \u0111\u1ea7u c\u1ee7a qu\u1ea3n l\u00fd tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng, tr\u1ecdng t\u00e2m n\u1eb1m ch\u1ee7 y\u1ebfu v\u00e0o c\u00e1c t\u01b0\u01a1ng t\u00e1c v\u1eadt l\u00fd. Tr\u01b0\u1edbc khi internet xu\u1ea5t hi\u1ec7n, c\u00e1c doanh nghi\u1ec7p kh\u00f4ng th\u1ec3 theo d\u00f5i d\u1ea5u ch\u00e2n k\u1ef9 thu\u1eadt s\u1ed1. Thay v\u00e0o \u0111\u00f3, h\u1ecd ph\u1ee5 thu\u1ed9c v\u00e0o quan s\u00e1t tr\u1ef1c ti\u1ebfp v\u00e0 c\u00e1c k\u1ef9 thu\u1eadt thi\u1ebft k\u1ebf d\u1ecbch v\u1ee5.<\/p>\n

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  • B\u1ea3n \u0111\u1ed3 d\u1ecbch v\u1ee5:<\/strong> \u0110\u00e2y l\u00e0 ti\u1ec1n th\u00e2n c\u1ee7a b\u1ea3n \u0111\u1ed3 hi\u1ec7n \u0111\u1ea1i. N\u00f3 bao g\u1ed3m vi\u1ec7c ch\u1ed3ng l\u1edbp c\u00e1c g\u00f3c nh\u00ecn kh\u00e1c nhau v\u1ec1 quy tr\u00ecnh d\u1ecbch v\u1ee5 \u0111\u1ec3 hi\u1ec3u m\u1ed1i quan h\u1ec7 gi\u1eefa h\u00e0nh \u0111\u1ed9ng c\u1ee7a kh\u00e1ch h\u00e0ng v\u00e0 c\u00e1c ho\u1ea1t \u0111\u1ed9ng n\u1ed9i b\u1ed9 ph\u00eda sau h\u1eadu tr\u01b0\u1eddng.<\/li>\n
  • B\u1eb1ng ch\u1ee9ng v\u1eadt l\u00fd:<\/strong> C\u00e1c b\u1ea3n \u0111\u1ed3 t\u1eadp trung v\u00e0o nh\u1eefng y\u1ebfu t\u1ed1 c\u1ee5 th\u1ec3 nh\u01b0 b\u1ed1 tr\u00ed c\u1eeda h\u00e0ng, bao b\u00ec v\u00e0 c\u00e1c t\u01b0\u01a1ng t\u00e1c b\u00e1n h\u00e0ng tr\u1ef1c ti\u1ebfp.<\/li>\n
  • Thu th\u1eadp d\u1eef li\u1ec7u th\u1ee7 c\u00f4ng:<\/strong> D\u1eef li\u1ec7u \u0111\u1ebfn t\u1eeb c\u00e1c b\u1ea3ng kh\u1ea3o s\u00e1t gi\u1ea5y, nh\u00f3m t\u1eadp trung v\u00e0 c\u00e1c bi\u1ec3u m\u1eabu ph\u1ea3n h\u1ed3i tr\u1ef1c ti\u1ebfp.<\/li>\n<\/ul>\n

    Trong th\u1eddi k\u1ef3 n\u00e0y, m\u1ee5c ti\u00eau l\u00e0 s\u1ef1 nh\u1ea5t qu\u00e1n. C\u00e1c c\u00f4ng ty t\u00ecm c\u00e1ch \u0111\u1ea3m b\u1ea3o r\u1eb1ng m\u1ecdi t\u01b0\u01a1ng t\u00e1c, d\u00f9 \u1edf s\u1ea3nh ng\u00e2n h\u00e0ng hay c\u1eeda h\u00e0ng b\u00e1n l\u1ebb, \u0111\u1ec1u c\u1ea3m gi\u00e1c \u0111\u1ed3ng nh\u1ea5t. Nh\u1eefng h\u1ea1n ch\u1ebf l\u00e0 r\u00f5 r\u00e0ng: d\u1eef li\u1ec7u mang t\u00ednh h\u1ed3i t\u1ed1 v\u00e0 th\u01b0\u1eddng mang t\u00ednh \u0111\u1ecbnh t\u00ednh. Kh\u00f4ng c\u00f3 kh\u1ea3 n\u0103ng quan s\u00e1t t\u1ee9c th\u00ec c\u1ea3m x\u00fac c\u1ee7a kh\u00e1ch h\u00e0ng.<\/p>\n

    2. B\u01b0\u1edbc s\u00e1ng s\u1ed1 h\u00f3a: Ph\u00e2n t\u00edch web v\u00e0 d\u1eef li\u1ec7u chu\u1ed7i nh\u1ea5p (th\u1eadp ni\u00ean 2000) \ud83d\udcbb<\/h2>\n

    Chuy\u1ec3n giao th\u1ebf k\u1ef7 \u0111\u00e3 mang \u0111\u1ebfn s\u1ef1 ph\u1ed5 bi\u1ebfn r\u1ed9ng r\u00e3i c\u1ee7a M\u1ea1ng l\u01b0\u1edbi To\u00e0n c\u1ea7u. Khi kh\u00e1ch h\u00e0ng b\u1eaft \u0111\u1ea7u mua s\u1eafm tr\u1ef1c tuy\u1ebfn, c\u00e1c c\u00f4ng ty c\u1ea7n nh\u1eefng c\u00e1ch th\u1ee9c m\u1edbi \u0111\u1ec3 theo d\u00f5i h\u00e0nh vi. Th\u1eddi k\u1ef3 n\u00e0y \u0111\u00e1nh d\u1ea5u s\u1ef1 chuy\u1ec3n d\u1ecbch t\u1eeb b\u1ea3n \u0111\u1ed3 thu\u1ea7n t\u00fay v\u1eadt l\u00fd sang c\u00e1c m\u00f4 h\u00ecnh k\u1ebft h\u1ee3p.<\/p>\n

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    • Ph\u00e2n t\u00edch chu\u1ed7i nh\u1ea5p:<\/strong> C\u00e1c doanh nghi\u1ec7p b\u1eaft \u0111\u1ea7u theo d\u00f5i n\u01a1i ng\u01b0\u1eddi d\u00f9ng nh\u1ea5p chu\u1ed9t, th\u1eddi gian h\u1ecd \u1edf l\u1ea1i tr\u00ean trang v\u00e0 n\u01a1i h\u1ecd r\u1eddi b\u1ecf.<\/li>\n
    • Ph\u00e1t l\u1ea1i phi\u00ean l\u00e0m vi\u1ec7c:<\/strong> C\u00e1c c\u00f4ng c\u1ee5 \u0111\u1ea7u ti\u00ean cho ph\u00e9p \u0111\u1ed9i ng\u0169 xem l\u1ea1i ghi h\u00ecnh c\u00e1c phi\u00ean l\u00e0m vi\u1ec7c c\u1ee7a ng\u01b0\u1eddi d\u00f9ng \u0111\u1ec3 ph\u00e1t hi\u1ec7n c\u00e1c v\u1ea5n \u0111\u1ec1 k\u1ef9 thu\u1eadt ho\u1eb7c s\u1ef1 b\u1ed1i r\u1ed1i.<\/li>\n
    • T\u00edch h\u1ee3p c\u01a1 s\u1edf d\u1eef li\u1ec7u:<\/strong> C\u00e1c h\u1ec7 th\u1ed1ng qu\u1ea3n l\u00fd quan h\u1ec7 kh\u00e1ch h\u00e0ng (CRM) b\u1eaft \u0111\u1ea7u k\u1ebft n\u1ed1i d\u1eef li\u1ec7u giao d\u1ecbch v\u1edbi d\u1eef li\u1ec7u t\u01b0\u01a1ng t\u00e1c.<\/li>\n<\/ul>\n

      M\u1eb7c d\u00f9 \u0111i\u1ec1u n\u00e0y cung c\u1ea5p d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng nhi\u1ec1u h\u01a1n, nh\u01b0ng th\u01b0\u1eddng thi\u1ebfu b\u1ed1i c\u1ea3nh. M\u1ed9t ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 r\u1eddi trang nhanh ch\u00f3ng v\u00ec h\u1ecd \u0111\u00e3 t\u00ecm th\u1ea5y c\u00e2u tr\u1ea3 l\u1eddi, ch\u1ee9 kh\u00f4ng ph\u1ea3i v\u00ec h\u1ecd b\u1ef1c b\u1ed9i. C\u00e1c b\u1ea3n \u0111\u1ed3 \u0111ang tr\u1edf n\u00ean chi ti\u1ebft h\u01a1n nh\u01b0ng \u0111\u00f4i khi l\u1ea1i b\u1ecf qua s\u1eafc th\u00e1i c\u1ea3m x\u00fac trong tr\u1ea3i nghi\u1ec7m. C\u00e1c c\u00f4ng ty b\u1eaft \u0111\u1ea7u nh\u1eadn ra r\u1eb1ng con \u0111\u01b0\u1eddng s\u1ed1 kh\u00f4ng ph\u1ea3i l\u00e0 con \u0111\u01b0\u1eddng duy nh\u1ea5t; h\u1ecd c\u1ea7n hi\u1ec3u to\u00e0n b\u1ed9 v\u00f2ng \u0111\u1eddi kh\u00e1ch h\u00e0ng.<\/p>\n

      3. B\u00f9ng n\u1ed5 d\u1eef li\u1ec7u: D\u1eef li\u1ec7u l\u1edbn v\u00e0 chuy\u1ec3n d\u1ecbch \u0111a k\u00eanh (th\u1eadp ni\u00ean 2010) \ud83d\udcf1<\/h2>\n

      Khi \u0111i\u1ec7n tho\u1ea1i th\u00f4ng minh tr\u1edf n\u00ean ph\u1ed5 bi\u1ebfn, h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng tr\u1edf n\u00ean ph\u00e2n m\u1ea3nh. M\u1ed9t ng\u01b0\u1eddi d\u00f9ng c\u00f3 th\u1ec3 t\u00ecm ki\u1ebfm tr\u00ean m\u00e1y t\u00ednh x\u00e1ch tay, so s\u00e1nh gi\u00e1 tr\u00ean \u0111i\u1ec7n tho\u1ea1i di \u0111\u1ed9ng v\u00e0 mua h\u00e0ng t\u1ea1i c\u1eeda h\u00e0ng v\u1eadt l\u00fd. S\u1ef1 ph\u1ee9c t\u1ea1p n\u00e0y bu\u1ed9c c\u00e1c t\u1ed5 ch\u1ee9c ph\u1ea3i thay \u0111\u1ed5i c\u00e1ch ti\u1ebfp c\u1eadn b\u1ea3n \u0111\u1ed3 h\u00f3a.<\/p>\n

      Kh\u00e1i ni\u1ec7m v\u1ec1 \u0111a k\u00eanh<\/strong> \u0111\u00e3 xu\u1ea5t hi\u1ec7n. Kh\u00f4ng c\u00f2n ch\u1ec9 t\u1eadp trung v\u00e0o m\u1ed9t k\u00eanh duy nh\u1ea5t, m\u00e0 l\u00e0 v\u1ec1 vi\u1ec7c t\u00edch h\u1ee3p li\u1ec1n m\u1ea1ch t\u1ea5t c\u1ea3 c\u00e1c k\u00eanh.<\/p>\n

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      • \u0110\u1ed3ng nh\u1ea5t h\u00f3a d\u1eef li\u1ec7u:<\/strong> C\u00e1c t\u1ed5 ch\u1ee9c g\u1eb7p kh\u00f3 kh\u0103n khi h\u1ee3p nh\u1ea5t d\u1eef li\u1ec7u t\u1eeb web, di \u0111\u1ed9ng, trung t\u00e2m ch\u0103m s\u00f3c kh\u00e1ch h\u00e0ng v\u00e0 h\u1ec7 th\u1ed1ng \u0111i\u1ec3m b\u00e1n h\u00e0ng.<\/li>\n
      • Ph\u00e2n kh\u00fac kh\u00e1ch h\u00e0ng:<\/strong> C\u00e1c b\u1ea3n \u0111\u1ed3 kh\u00f4ng c\u00f2n t\u0129nh t\u1ea1i; ch\u00fang tr\u1edf n\u00ean \u0111\u1ed9ng d\u1ef1a tr\u00ean h\u00e0nh vi ng\u01b0\u1eddi d\u00f9ng v\u00e0 d\u1eef li\u1ec7u nh\u00e2n kh\u1ea9u h\u1ecdc.<\/li>\n
      • L\u1eafng nghe m\u1ea1ng x\u00e3 h\u1ed9i:<\/strong> Ph\u1ea3n h\u1ed3i \u0111\u00e3 v\u01b0\u1ee3t ra ngo\u00e0i c\u00e1c cu\u1ed9c kh\u1ea3o s\u00e1t tr\u1ef1c ti\u1ebfp \u0111\u1ec3 bao g\u1ed3m nh\u1eefng l\u1eddi nh\u1eafc \u0111\u1ebfn v\u00e0 \u0111\u00e1nh gi\u00e1 c\u00f4ng khai tr\u00ean m\u1ea1ng x\u00e3 h\u1ed9i.<\/li>\n<\/ul>\n

        Th\u1eadp k\u1ef7 n\u00e0y \u0111\u01b0\u1ee3c \u0111\u1ecbnh ngh\u0129a b\u1edfi th\u00e1ch th\u1ee9c t\u00edch h\u1ee3p. Kh\u00f4ng c\u00f3 c\u00e1i nh\u00ecn th\u1ed1ng nh\u1ea5t, c\u00e1c b\u1ea3n \u0111\u1ed3 tr\u1edf n\u00ean t\u00e1ch bi\u1ec7t. M\u1ed9t \u0111\u1ed9i marketing c\u00f3 th\u1ec3 l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1c v\u1edbi \u0111\u1ed9i h\u1ed7 tr\u1ee3. Ng\u00e0nh c\u00f4ng nghi\u1ec7p b\u1eaft \u0111\u1ea7u nh\u1eadn ra r\u1eb1ng m\u1ed9t h\u1ed3 s\u01a1 kh\u00e1ch h\u00e0ng duy nh\u1ea5t l\u00e0 c\u1ea7n thi\u1ebft \u0111\u1ec3 t\u1ea1o b\u1ea3n \u0111\u1ed3 ch\u00ednh x\u00e1c.<\/p>\n

        4. Th\u1eddi \u0111\u1ea1i hi\u1ec7n \u0111\u1ea1i: Tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o, th\u00f4ng tin d\u1ef1 \u0111o\u00e1n v\u00e0 c\u00e1 nh\u00e2n h\u00f3a si\u00eau m\u1ee9c (th\u1eadp ni\u00ean 2020s) \ud83e\udd16<\/h2>\n

        Ng\u00e0y nay, b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u0111\u01b0\u1ee3c th\u00fac \u0111\u1ea9y b\u1edfi ph\u00e2n t\u00edch ti\u00ean ti\u1ebfn v\u00e0 tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o. Tr\u1ecdng t\u00e2m \u0111\u00e3 chuy\u1ec3n t\u1eeb m\u00f4 t\u1ea3 nh\u1eefng g\u00ec \u0111\u00e3 x\u1ea3y ra sang d\u1ef1 \u0111o\u00e1n \u0111i\u1ec1u g\u00ec s\u1ebd x\u1ea3y ra ti\u1ebfp theo.<\/p>\n

          \n
        • M\u00f4 h\u00ecnh h\u00f3a d\u1ef1 \u0111o\u00e1n:<\/strong>C\u00e1c thu\u1eadt to\u00e1n ph\u00e2n t\u00edch c\u00e1c m\u1eabu l\u1ecbch s\u1eed \u0111\u1ec3 d\u1ef1 \u0111o\u00e1n r\u1ee7i ro kh\u00e1ch h\u00e0ng r\u1eddi b\u1ecf ho\u1eb7c \u00fd \u0111\u1ecbnh mua h\u00e0ng trong t\u01b0\u01a1ng lai.<\/li>\n
        • K\u00edch ho\u1ea1t th\u1eddi gian th\u1ef1c:<\/strong>C\u00e1c h\u00e0nh \u0111\u1ed9ng c\u00f3 th\u1ec3 \u0111\u01b0\u1ee3c k\u00edch ho\u1ea1t ngay l\u1eadp t\u1ee9c d\u1ef1a tr\u00ean h\u00e0nh vi hi\u1ec7n t\u1ea1i, ch\u1eb3ng h\u1ea1n nh\u01b0 \u0111\u01b0a ra \u01b0u \u0111\u00e3i gi\u1ea3m gi\u00e1 khi ng\u01b0\u1eddi d\u00f9ng do d\u1ef1.<\/li>\n
        • Ph\u00e2n t\u00edch c\u1ea3m x\u00fac:<\/strong>Ph\u00e2n t\u00edch v\u0103n b\u1ea3n v\u00e0 nh\u1eadn d\u1ea1ng gi\u1ecdng n\u00f3i \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng \u0111\u1ec3 \u0111\u00e1nh gi\u00e1 c\u1ea3m x\u00fac trong qu\u00e1 tr\u00ecnh t\u01b0\u01a1ng t\u00e1c.<\/li>\n
        • T\u00edch h\u1ee3p gi\u1eefa ngo\u1ea1i tuy\u1ebfn v\u00e0 tr\u1ef1c tuy\u1ebfn:<\/strong>C\u00e1c thi\u1ebft b\u1ecb IoT v\u00e0 d\u1eef li\u1ec7u v\u1ecb tr\u00ed n\u1ed1i l\u1ea1i kho\u1ea3ng c\u00e1ch gi\u1eefa th\u1ebf gi\u1edbi s\u1ed1 v\u00e0 th\u1ef1c t\u1ebf, nh\u01b0ng v\u1edbi \u0111\u1ed9 ch\u00ednh x\u00e1c cao h\u01a1n.<\/li>\n<\/ul>\n

          M\u1ee5c ti\u00eau kh\u00f4ng c\u00f2n ch\u1ec9 l\u00e0 s\u1ef1 h\u00e0i l\u00f2ng; m\u00e0 l\u00e0 t\u1ea1o gi\u00e1 tr\u1ecb v\u00e0 t\u1ed1i \u0111a h\u00f3a gi\u00e1 tr\u1ecb su\u1ed1t \u0111\u1eddi. C\u00e1c b\u1ea3n \u0111\u1ed3 hi\u1ec7n nay l\u00e0 nh\u1eefng t\u00e0i li\u1ec7u s\u1ed1ng \u0111\u1ed9ng, t\u1ef1 \u0111\u1ed9ng c\u1eadp nh\u1eadt khi d\u1eef li\u1ec7u ch\u1ea3y v\u00e0o.<\/p>\n

          So s\u00e1nh c\u00e1c ph\u01b0\u01a1ng ph\u00e1p l\u1eadp b\u1ea3n \u0111\u1ed3 qua c\u00e1c th\u1eadp k\u1ef7 \u23f3<\/h2>\n

          \u0110\u1ec3 hi\u1ec3u r\u00f5 h\u01a1n v\u1ec1 s\u1ef1 ph\u00e1t tri\u1ec3n, ch\u00fang ta c\u00f3 th\u1ec3 so s\u00e1nh c\u00e1c \u0111\u1eb7c \u0111i\u1ec3m ch\u00ednh c\u1ee7a t\u1eebng th\u1eddi k\u1ef3.<\/p>\n\n\n\n\n\n\n\n\n
          Th\u1eadp k\u1ef7<\/th>\nNgu\u1ed3n d\u1eef li\u1ec7u ch\u00ednh<\/th>\nL\u0129nh v\u1ef1c t\u1eadp trung<\/th>\nH\u1ea1n ch\u1ebf ch\u00ednh<\/th>\n<\/tr>\n<\/thead>\n
          Th\u1eadp ni\u00ean 1980-1990<\/td>\nKh\u1ea3o s\u00e1t gi\u1ea5y, quan s\u00e1t<\/td>\n\u0110i\u1ec3m ti\u1ebfp x\u00fac v\u1eadt l\u00fd<\/td>\nCh\u1eadm, \u0111\u1ecbnh t\u00ednh, mang t\u00ednh h\u1ed3i t\u01b0\u1edfng<\/td>\n<\/tr>\n
          Th\u1eadp ni\u00ean 2000<\/td>\nPh\u00e2n t\u00edch web, CRM<\/td>\nH\u1ea7m d\u1eabn s\u1ed1<\/td>\nThi\u1ebfu b\u1ed1i c\u1ea3nh, c\u00e1c k\u00eanh t\u00e1ch bi\u1ec7t<\/td>\n<\/tr>\n
          Th\u1eadp ni\u00ean 2010<\/td>\nM\u1ea1ng x\u00e3 h\u1ed9i, D\u1eef li\u1ec7u di \u0111\u1ed9ng<\/td>\nT\u00ednh nh\u1ea5t qu\u00e1n \u0111a k\u00eanh<\/td>\n\u0110\u1ed9 ph\u1ee9c t\u1ea1p t\u00edch h\u1ee3p d\u1eef li\u1ec7u<\/td>\n<\/tr>\n
          Th\u1eadp ni\u00ean 2020+<\/td>\nAI, IoT, Lu\u1ed3ng d\u1eef li\u1ec7u th\u1eddi gian th\u1ef1c<\/td>\nD\u1ef1 \u0111o\u00e1n v\u00e0 c\u00e1 nh\u00e2n h\u00f3a<\/td>\nB\u1ea3o m\u1eadt d\u1eef li\u1ec7u v\u00e0 \u0111\u1ea1o \u0111\u1ee9c<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

          S\u1ef1 thay \u0111\u1ed5i ph\u01b0\u01a1ng ph\u00e1p: T\u1eeb t\u0129nh sang \u0111\u1ed9ng \ud83d\udd04<\/h2>\n

          M\u1ed9t trong nh\u1eefng thay \u0111\u1ed5i quan tr\u1ecdng nh\u1ea5t trong qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh l\u00e0 s\u1ef1 chuy\u1ec3n d\u1ecbch t\u1eeb c\u00e1c s\u01a1 \u0111\u1ed3 t\u0129nh sang c\u00e1c quy tr\u00ecnh \u0111\u1ed9ng.<\/p>\n

          B\u1ea3n \u0111\u1ed3 t\u0129nh (Qu\u00e1 kh\u1ee9)<\/h3>\n
            \n
          • \u0110\u01b0\u1ee3c t\u1ea1o ra m\u1ed9t l\u1ea7n m\u1ed7i n\u0103m ho\u1eb7c trong m\u1ed9t d\u1ef1 \u00e1n l\u1edbn.<\/li>\n
          • Hi\u1ec3n th\u1ecb tr\u00ean PowerPoint ho\u1eb7c in ra d\u00e1n tr\u00ean t\u01b0\u1eddng.<\/li>\n
          • Ch\u1ee7 y\u1ebfu \u0111\u01b0\u1ee3c s\u1eed d\u1ee5ng cho c\u00e1c cu\u1ed9c h\u1ecdp l\u1eadp k\u1ebf ho\u1ea1ch chi\u1ebfn l\u01b0\u1ee3c.<\/li>\n
          • D\u1ec5 tr\u1edf n\u00ean l\u1ed7i th\u1eddi nhanh ch\u00f3ng do thay \u0111\u1ed5i th\u1ecb tr\u01b0\u1eddng.<\/li>\n<\/ul>\n

            B\u1ea3n \u0111\u1ed3 \u0111\u1ed9ng (Hi\u1ec7n t\u1ea1i)<\/h3>\n
              \n
            • \u0110\u01b0\u1ee3c c\u1eadp nh\u1eadt li\u00ean t\u1ee5c d\u1ef1a tr\u00ean lu\u1ed3ng d\u1eef li\u1ec7u th\u1eddi gian th\u1ef1c.<\/li>\n
            • T\u00edch h\u1ee3p tr\u1ef1c ti\u1ebfp v\u00e0o c\u00e1c quy tr\u00ecnh v\u1eadn h\u00e0nh.<\/li>\n
            • C\u00f3 th\u1ec3 truy c\u1eadp b\u1edfi nh\u00e2n vi\u00ean tuy\u1ebfn \u0111\u1ea7u \u0111\u1ec3 ra quy\u1ebft \u0111\u1ecbnh ngay l\u1eadp t\u1ee9c.<\/li>\n
            • C\u00f3 kh\u1ea3 n\u0103ng ki\u1ec3m th\u1eed A\/B c\u00e1c bi\u1ebfn th\u1ec3 h\u00e0nh tr\u00ecnh kh\u00e1c nhau.<\/li>\n<\/ul>\n

              S\u1ef1 chuy\u1ec3n d\u1ecbch n\u00e0y \u0111\u00f2i h\u1ecfi thay \u0111\u1ed5i v\u0103n h\u00f3a. Kh\u00f4ng ch\u1ec9 \u0111\u01a1n thu\u1ea7n l\u00e0 c\u00f3 c\u00f4ng ngh\u1ec7 t\u1ed1t h\u01a1n; m\u00e0 c\u00f2n l\u00e0 vi\u1ec7c ch\u1ea5p nh\u1eadn r\u1eb1ng h\u00e0nh vi kh\u00e1ch h\u00e0ng l\u00e0 linh ho\u1ea1t. M\u1ed9t b\u1ea3n \u0111\u1ed3 ch\u00ednh x\u00e1c qu\u00fd tr\u01b0\u1edbc c\u00f3 th\u1ec3 tr\u1edf n\u00ean v\u00f4 ngh\u0129a ng\u00e0y h\u00f4m nay.<\/p>\n

              Vai tr\u00f2 c\u1ee7a c\u1ea3m x\u00fac trong b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh \u2764\ufe0f<\/h2>\n

              M\u1eb7c d\u00f9 d\u1eef li\u1ec7u \u0111\u00e3 tr\u1edf n\u00ean tinh vi h\u01a1n, c\u1ed1t l\u00f5i c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 v\u1eabn h\u01b0\u1edbng v\u1ec1 con ng\u01b0\u1eddi. Nh\u1eefng b\u1ea3n \u0111\u1ed3 \u0111\u1ea7u ti\u00ean t\u1eadp trung v\u00e0o c\u00e1c b\u01b0\u1edbc v\u00e0 nhi\u1ec7m v\u1ee5. B\u1ea3n \u0111\u1ed3 hi\u1ec7n \u0111\u1ea1i \u0111\u1eb7t tr\u1ecdng t\u00e2m l\u1edbn h\u01a1n v\u00e0o tr\u1ea1ng th\u00e1i c\u1ea3m x\u00fac.<\/p>\n

                \n
              • \u0110i\u1ec3m gi\u00e1 tr\u1ecb c\u1ea3m x\u00fac:<\/strong>Theo d\u00f5i nh\u1eefng \u0111i\u1ec3m cao v\u00e0 \u0111i\u1ec3m th\u1ea5p trong tr\u1ea3i nghi\u1ec7m, ch\u1ee9 kh\u00f4ng ch\u1ec9 t\u1ef7 l\u1ec7 ho\u00e0n th\u00e0nh.<\/li>\n
              • X\u00e1c \u0111\u1ecbnh \u0111i\u1ec3m \u0111au:<\/strong>X\u00e1c \u0111\u1ecbnh ch\u00ednh x\u00e1c nh\u1eefng kho\u1ea3nh kh\u1eafc b\u1ef1c b\u1ed9i g\u00e2y ra s\u1ef1 r\u1eddi b\u1ecf c\u1ee7a kh\u00e1ch h\u00e0ng.<\/li>\n
              • Nh\u1eefng kho\u1ea3nh kh\u1eafc l\u00e0m h\u00e0i l\u00f2ng:<\/strong>Ph\u00e1t hi\u1ec7n c\u01a1 h\u1ed9i v\u01b0\u1ee3t qu\u00e1 mong \u0111\u1ee3i.<\/li>\n<\/ul>\n

                C\u00e1c k\u1ef9 thu\u1eadt thu th\u1eadp c\u1ea3m x\u00fac \u0111\u00e3 ph\u00e1t tri\u1ec3n. Thay v\u00ec h\u1ecfi \u201cLi\u1ec7u \u0111i\u1ec1u n\u00e0y c\u00f3 d\u1ec5 kh\u00f4ng?\u201d, c\u00e1c \u0111\u1ed9i ng\u0169 hi\u1ec7n nay ph\u00e2n t\u00edch gi\u1ecdng n\u00f3i trong b\u1ea3n ghi cu\u1ed9c g\u1ecdi ho\u1eb7c c\u1ea3m x\u00fac trong c\u00e1c v\u00e9 h\u1ed7 tr\u1ee3. L\u1edbp d\u1eef li\u1ec7u \u0111\u1ecbnh t\u00ednh n\u00e0y mang l\u1ea1i chi\u1ec1u s\u00e2u cho d\u1eef li\u1ec7u \u0111\u1ecbnh l\u01b0\u1ee3ng.<\/p>\n

                Th\u00e1ch th\u1ee9c trong qu\u00e1 tr\u00ecnh ph\u00e1t tri\u1ec3n \u26a0\ufe0f<\/h2>\n

                M\u1eb7c d\u00f9 c\u00f3 nh\u1eefng ti\u1ebfn b\u1ed9 c\u00f4ng ngh\u1ec7, nh\u01b0ng v\u1eabn c\u00f2n nhi\u1ec1u th\u00e1ch th\u1ee9c l\u1edbn. S\u1ef1 ph\u00e1t tri\u1ec3n n\u00e0y kh\u00f4ng h\u1ec1 tr\u01a1n tru.<\/p>\n

                  \n
                • B\u1ea3o m\u1eadt d\u1eef li\u1ec7u:<\/strong> Khi vi\u1ec7c theo d\u00f5i tr\u1edf n\u00ean ch\u00ednh x\u00e1c h\u01a1n, c\u00e1c quy \u0111\u1ecbnh nh\u01b0 GDPR v\u00e0 CCPA \u0111\u00e3 \u0111\u1eb7t ra c\u00e1c gi\u1edbi h\u1ea1n nghi\u00eam ng\u1eb7t h\u01a1n \u0111\u1ed1i v\u1edbi vi\u1ec7c thu th\u1eadp d\u1eef li\u1ec7u.<\/li>\n
                • Ch\u1ea5t l\u01b0\u1ee3ng d\u1eef li\u1ec7u:<\/strong>D\u1eef li\u1ec7u nhi\u1ec1u kh\u00f4ng \u0111\u1ed3ng ngh\u0129a v\u1edbi hi\u1ec3u bi\u1ebft t\u1ed1t h\u01a1n. D\u1eef li\u1ec7u b\u1ea9n c\u00f3 th\u1ec3 d\u1eabn \u0111\u1ebfn nh\u1eefng gi\u1ea3 \u0111\u1ecbnh sai l\u1ea7m v\u1ec1 h\u00e0nh tr\u00ecnh.<\/li>\n
                • C\u00e1c t\u1ed5 ch\u1ee9c b\u1ecb t\u00e1ch bi\u1ec7t:<\/strong>Ngay c\u1ea3 khi c\u00f3 c\u00f4ng c\u1ee5 t\u1ed1t h\u01a1n, c\u00e1c ph\u00f2ng ban th\u01b0\u1eddng c\u1ea1nh tranh h\u01a1n l\u00e0 h\u1ee3p t\u00e1c trong vi\u1ec7c nh\u00ecn nh\u1eadn kh\u00e1ch h\u00e0ng.<\/li>\n
                • Ph\u1ee5 thu\u1ed9c qu\u00e1 m\u1ee9c v\u00e0o t\u1ef1 \u0111\u1ed9ng h\u00f3a:<\/strong>C\u00f3 nguy c\u01a1 m\u1ea5t \u0111i s\u1ef1 th\u1ea5u c\u1ea3m c\u1ee7a con ng\u01b0\u1eddi khi AI \u0111i\u1ec1u khi\u1ec3n m\u1ecdi quy\u1ebft \u0111\u1ecbnh v\u1ec1 h\u00e0nh tr\u00ecnh.<\/li>\n<\/ul>\n

                  C\u00e1c th\u1ef1c h\u00e0nh t\u1ed1t nh\u1ea5t cho vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 hi\u1ec7n \u0111\u1ea1i \ud83d\udee0\ufe0f<\/h2>\n

                  D\u00f9 s\u1eed d\u1ee5ng c\u00f4ng ngh\u1ec7 n\u00e0o, m\u1ed9t s\u1ed1 nguy\u00ean t\u1eafc v\u1eabn lu\u00f4n \u1ed5n \u0111\u1ecbnh. \u0110\u1ec3 x\u00e2y d\u1ef1ng b\u1ea3n \u0111\u1ed3 hi\u1ec7u qu\u1ea3, c\u00e1c t\u1ed5 ch\u1ee9c n\u00ean tu\u00e2n theo c\u00e1c ti\u00eau chu\u1ea9n sau.<\/p>\n

                    \n
                  • B\u1eaft \u0111\u1ea7u t\u1eeb kh\u00e1ch h\u00e0ng, ch\u1ee9 kh\u00f4ng ph\u1ea3i t\u1eeb doanh nghi\u1ec7p:<\/strong>Tr\u00e1nh thi\u1ebft k\u1ebf b\u1ea3n \u0111\u1ed3 d\u1ef1a tr\u00ean quy tr\u00ecnh n\u1ed9i b\u1ed9. T\u1eadp trung v\u00e0o m\u1ee5c ti\u00eau v\u00e0 nhu c\u1ea7u c\u1ee7a ng\u01b0\u1eddi d\u00f9ng.<\/li>\n
                  • X\u00e1c minh v\u1edbi ng\u01b0\u1eddi d\u00f9ng th\u1ef1c t\u1ebf:<\/strong>Kh\u00f4ng bao gi\u1edd gi\u1ea3 \u0111\u1ecbnh r\u1eb1ng b\u1ea1n hi\u1ec3u c\u00e1ch h\u00e0nh tr\u00ecnh ho\u1ea1t \u0111\u1ed9ng. Ki\u1ec3m tra c\u00e1c gi\u1ea3 thuy\u1ebft v\u1edbi kh\u00e1ch h\u00e0ng th\u1ef1c t\u1ebf.<\/li>\n
                  • L\u1eadp b\u1ea3n \u0111\u1ed3 cho nh\u1eefng \u0111i\u1ec3m th\u1ea5t b\u1ea1i:<\/strong>D\u00e0nh th\u1eddi gian b\u1eb1ng nhau \u0111\u1ec3 l\u1eadp b\u1ea3n \u0111\u1ed3 c\u00e1c \u0111i\u1ec3m th\u1ea5t b\u1ea1i nh\u01b0 c\u00e1c h\u00e0nh tr\u00ecnh th\u00e0nh c\u00f4ng.<\/li>\n
                  • H\u1ee3p t\u00e1c gi\u1eefa c\u00e1c \u0111\u1ed9i nh\u00f3m:<\/strong>Tham gia c\u00e1c \u0111\u1ed9i h\u1ed7 tr\u1ee3, b\u00e1n h\u00e0ng, ti\u1ebfp th\u1ecb v\u00e0 s\u1ea3n ph\u1ea9m \u0111\u1ec3 c\u00f3 c\u00e1i nh\u00ecn to\u00e0n di\u1ec7n.<\/li>\n
                  • L\u1eb7p l\u1ea1i th\u01b0\u1eddng xuy\u00ean:<\/strong>Xem b\u1ea3n \u0111\u1ed3 nh\u01b0 m\u1ed9t t\u00e0i li\u1ec7u s\u1ed1ng. C\u1eadp nh\u1eadt n\u00f3 khi c\u00e1c k\u00eanh ho\u1eb7c h\u00e0nh vi m\u1edbi xu\u1ea5t hi\u1ec7n.<\/li>\n<\/ul>\n

                    T\u01b0\u01a1ng lai c\u1ee7a vi\u1ec7c l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng \ud83d\udd2e<\/h2>\n

                    Nh\u00ecn v\u1ec1 t\u01b0\u01a1ng lai, xu h\u01b0\u1edbng cho th\u1ea5y s\u1ef1 chuy\u1ec3n d\u1ecbch sang c\u00e1c h\u1ec7 th\u1ed1ng t\u00edch h\u1ee3p v\u00e0 d\u1ef1 \u0111o\u00e1n s\u00e2u s\u1eafc h\u01a1n. Ch\u00fang ta \u0111ang r\u1eddi xa c\u00e1c h\u00e0nh tr\u00ecnh tuy\u1ebfn t\u00ednh \u0111\u1ec3 h\u01b0\u1edbng t\u1edbi tr\u1ea3i nghi\u1ec7m m\u1ea1ng l\u01b0\u1edbi.<\/p>\n

                      \n
                    • H\u00e0nh tr\u00ecnh m\u1ea1ng l\u01b0\u1edbi:<\/strong>Kh\u00e1ch h\u00e0ng kh\u00f4ng \u0111i theo m\u1ed9t \u0111\u01b0\u1eddng th\u1eb3ng. H\u1ecd quay l\u1ea1i, b\u1ecf qua c\u00e1c b\u01b0\u1edbc v\u00e0 s\u1eed d\u1ee5ng nhi\u1ec1u thi\u1ebft b\u1ecb c\u00f9ng l\u00fac. C\u00e1c b\u1ea3n \u0111\u1ed3 t\u01b0\u01a1ng lai s\u1ebd tr\u1ef1c quan h\u00f3a nh\u1eefng m\u1ea1ng l\u01b0\u1edbi ph\u1ee9c t\u1ea1p n\u00e0y.<\/li>\n
                    • Can thi\u1ec7p ch\u1ee7 \u0111\u1ed9ng:<\/strong>C\u00e1c h\u1ec7 th\u1ed1ng s\u1ebd ph\u00e1t hi\u1ec7n s\u1ef1 kh\u00f3 ch\u1ecbu tr\u01b0\u1edbc khi kh\u00e1ch h\u00e0ng nh\u1eadn ra v\u00e0 t\u1ef1 \u0111\u1ed9ng x\u1eed l\u00fd n\u00f3.<\/li>\n
                    • T\u00ednh ph\u00f9 h\u1ee3p theo ng\u1eef c\u1ea3nh:<\/strong>C\u00e1c b\u1ea3n \u0111\u1ed3 s\u1ebd \u0111i\u1ec1u ch\u1ec9nh theo ng\u1eef c\u1ea3nh c\u1ee5 th\u1ec3 c\u1ee7a ng\u01b0\u1eddi d\u00f9ng, bao g\u1ed3m v\u1ecb tr\u00ed, th\u1eddi \u0111i\u1ec3m trong ng\u00e0y v\u00e0 t\u00e2m tr\u1ea1ng hi\u1ec7n t\u1ea1i.<\/li>\n<\/ul>\n

                      M\u1ee5c ti\u00eau v\u1eabn nh\u01b0 c\u0169: hi\u1ec3u \u0111\u01b0\u1ee3c con ng\u01b0\u1eddi \u0111\u1eb1ng sau d\u1eef li\u1ec7u. C\u00f4ng ngh\u1ec7 ch\u1ec9 l\u00e0 ph\u01b0\u01a1ng ti\u1ec7n \u0111\u1ec3 \u0111\u1ea1t \u0111\u01b0\u1ee3c hi\u1ec3u bi\u1ebft n\u00e0y. Khi ti\u1ebfn b\u01b0\u1edbc v\u1ec1 ph\u00eda tr\u01b0\u1edbc, nh\u1eefng t\u1ed5 ch\u1ee9c th\u00e0nh c\u00f4ng s\u1ebd l\u00e0 nh\u1eefng t\u1ed5 ch\u1ee9c bi\u1ebft c\u00e2n b\u1eb1ng gi\u1eefa ph\u00e2n t\u00edch ti\u00ean ti\u1ebfn v\u00e0 s\u1ef1 th\u1ea5u c\u1ea3m ch\u00e2n th\u00e0nh c\u1ee7a con ng\u01b0\u1eddi.<\/p>\n

                      K\u1ebft lu\u1eadn \ud83c\udfc1<\/h2>\n

                      L\u1ecbch s\u1eed l\u1eadp b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng ph\u1ea3n \u00e1nh l\u1ecbch s\u1eed r\u1ed9ng l\u1edbn h\u01a1n c\u1ee7a c\u00f4ng ngh\u1ec7 v\u00e0 th\u01b0\u01a1ng m\u1ea1i. T\u1eeb b\u1ea3n v\u1ebd gi\u1ea5y \u0111\u1ebfn nh\u1eefng hi\u1ec3u bi\u1ebft \u0111\u01b0\u1ee3c d\u1eabn d\u1eaft b\u1edfi AI, c\u00f4ng c\u1ee5 \u0111\u00e3 thay \u0111\u1ed5i, nh\u01b0ng nhu c\u1ea7u hi\u1ec3u kh\u00e1ch h\u00e0ng th\u00ec v\u1eabn kh\u00f4ng thay \u0111\u1ed5i. B\u1eb1ng c\u00e1ch nghi\u00ean c\u1ee9u nh\u1eefng b\u01b0\u1edbc ph\u00e1t tri\u1ec3n n\u00e0y, c\u00e1c doanh nghi\u1ec7p c\u00f3 th\u1ec3 tr\u00e1nh \u0111\u01b0\u1ee3c nh\u1eefng sai l\u1ea7m trong qu\u00e1 kh\u1ee9 v\u00e0 t\u1eadn d\u1ee5ng kh\u1ea3 n\u0103ng hi\u1ec7n t\u1ea1i \u0111\u1ec3 x\u00e2y d\u1ef1ng tr\u1ea3i nghi\u1ec7m t\u1ed1t h\u01a1n. H\u00e0nh tr\u00ecnh ch\u01b0a bao gi\u1edd th\u1ef1c s\u1ef1 k\u1ebft th\u00fac; \u0111\u00f3 l\u00e0 m\u1ed9t qu\u00e1 tr\u00ecnh li\u00ean t\u1ee5c h\u1ecdc h\u1ecfi v\u00e0 th\u00edch nghi.<\/p>\n

                      Th\u00e0nh c\u00f4ng n\u1eb1m \u1edf kh\u1ea3 n\u0103ng th\u00edch \u1ee9ng c\u00e1c ph\u01b0\u01a1ng ph\u00e1p v\u1edbi b\u1ed1i c\u1ea3nh hi\u1ec7n t\u1ea1i trong khi v\u1eabn gi\u1eef y\u1ebfu t\u1ed1 con ng\u01b0\u1eddi \u1edf v\u1ecb tr\u00ed trung t\u00e2m. D\u00f9 th\u00f4ng qua m\u1ed9t b\u1ea3n ph\u00e1c th\u1ea3o \u0111\u01a1n gi\u1ea3n hay m\u1ed9t thu\u1eadt to\u00e1n ph\u1ee9c t\u1ea1p, b\u1ea3n \u0111\u1ed3 l\u00e0 kim ch\u1ec9 nam cho vi\u1ec7c t\u1ea1o ra gi\u00e1 tr\u1ecb. Khi quy\u1ec1n ri\u00eang t\u01b0 d\u1eef li\u1ec7u v\u00e0 c\u00f4ng ngh\u1ec7 ti\u1ebfp t\u1ee5c ph\u00e1t tri\u1ec3n, c\u00e1c chi\u1ebfn l\u01b0\u1ee3c \u0111\u1ec3 \u0111\u1ecbnh h\u01b0\u1edbng trong b\u1ed1i c\u1ea3nh kh\u00e1ch h\u00e0ng c\u0169ng s\u1ebd thay \u0111\u1ed5i theo. Tr\u1ecdng t\u00e2m ph\u1ea3i lu\u00f4n l\u00e0 cung c\u1ea5p gi\u00e1 tr\u1ecb th\u1ef1c s\u1ef1 t\u1ea1i m\u1ecdi \u0111i\u1ec3m ti\u1ebfp x\u00fac.<\/p>\n","protected":false},"excerpt":{"rendered":"

                      Hi\u1ec3u \u0111\u01b0\u1ee3c c\u00e1ch kh\u00e1ch h\u00e0ng t\u01b0\u01a1ng t\u00e1c v\u1edbi m\u1ed9t th\u01b0\u01a1ng hi\u1ec7u kh\u00f4ng ph\u1ea3i l\u00e0 kh\u00e1i ni\u1ec7m m\u1edbi, nh\u01b0ng c\u00e1c c\u00f4ng c\u1ee5 v\u00e0 ph\u01b0\u01a1ng ph\u00e1p \u0111\u00e3 thay \u0111\u1ed5i \u0111\u00e1ng k\u1ec3 theo…<\/p>\n","protected":false},"author":1,"featured_media":129,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_title":"S\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng: H\u01b0\u1edbng d\u1eabn qua nhi\u1ec1u th\u1eadp k\u1ef7 \ud83d\udcc8","_yoast_wpseo_metadesc":"Kh\u00e1m ph\u00e1 l\u1ecbch s\u1eed b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1eeb nh\u1eefng b\u1ea3n v\u1ebd s\u01a1 khai nh\u1eefng n\u0103m 1980 \u0111\u1ebfn c\u00e1c m\u00f4 h\u00ecnh \u0111\u01b0\u1ee3c \u0111i\u1ec1u khi\u1ec3n b\u1edfi tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o. T\u00ecm hi\u1ec3u v\u1ec1 nh\u1eefng thay \u0111\u1ed5i ch\u00ednh trong chi\u1ebfn l\u01b0\u1ee3c tr\u1ea3i nghi\u1ec7m kh\u00e1ch h\u00e0ng v\u00e0 d\u1eef li\u1ec7u.","inline_featured_image":false,"fifu_image_url":"","fifu_image_alt":"","footnotes":""},"categories":[17],"tags":[6,16],"class_list":["post-128","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-journey-mapping","tag-academic","tag-customer-journey-mapping"],"yoast_head":"\nS\u1ef1 ph\u00e1t tri\u1ec3n c\u1ee7a b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng: H\u01b0\u1edbng d\u1eabn qua nhi\u1ec1u th\u1eadp k\u1ef7 \ud83d\udcc8<\/title>\n<meta name=\"description\" content=\"Kh\u00e1m ph\u00e1 l\u1ecbch s\u1eed b\u1ea3n \u0111\u1ed3 h\u00e0nh tr\u00ecnh kh\u00e1ch h\u00e0ng t\u1eeb nh\u1eefng b\u1ea3n v\u1ebd s\u01a1 khai nh\u1eefng n\u0103m 1980 \u0111\u1ebfn c\u00e1c m\u00f4 h\u00ecnh \u0111\u01b0\u1ee3c \u0111i\u1ec1u khi\u1ec3n b\u1edfi tr\u00ed tu\u1ec7 nh\u00e2n t\u1ea1o. 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