Customer experience CX

How Businesses Can Create Incredible CX

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Consumers value choice. Whether it’s candle fragrances, ice cream flavors, or shoe colors, businesses have to cater to their customers’ demands for options. Customer service is no different. People want a wide variety of choices about how they interact with companies. But what options should businesses offer? Much has been written about the growth of […]

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Omnichannel

Why Aren’t Businesses Investing in Meeting Their Customers’ Omnichannel Expectations?

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An omnichannel experience – consumers expect it and businesses admit they aren’t great at delivering it, so why aren’t they investing in improving it? This is perhaps the biggest incongruity we discovered when we analyzed survey results from over 900 contact center decision makers. The surveys were administered as part of our latest research project, […]

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customer experience

Not Putting All Your Eggs in One Basket – How Businesses Are Allocating CX Funds

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The next year should be one of substantial investment by businesses in their service channels, and that’s great news for their customers. From traditional channels such as phone, to in-demand digital channels like online chat and SMS / text, organizations are demonstrating their commitment to the customer experience by funding service improvements in multiple channels. […]

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cloud contact center technology

Winning in the Cloud – How Businesses Achieve CX Success

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What do companies report after they move their contact center technology to the cloud? Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend. We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact […]

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Digital Omnichannel: Most Businesses Aren’t Where They Need to Be

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The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service, no matter the channel. We reported in the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel […]

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Is Your Business Overestimating Your CX Success? If So, You’re Not Alone

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In today’s omnichannel customer service environment, savvy organizations offer their consumers multiple ways to interact with them, including agent-assisted and self-service methods. Being customer-centric means meeting customers how and where they want to be met. But are all channels equally effective at delivering a high-quality experience? And do companies understand consumer perceptions about their actual […]

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Let’s Chat about Chat

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More businesses are offering chat to their customers as a support option. Here’s why that’s great news for both these businesses and their customers. Chat offers several benefits to customers. Typically, chat users find this method to be convenient — for example, they can get immediate help while making an online shopping decision. And 74% […]

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Consumers and Businesses Agree: When It Comes to AI, Transparency Is Key

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The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals some very interesting similarities and differences between consumers and businesses in terms of how they view customer service. Artificial intelligence (AI) is a particularly noteworthy topic because there are some significant disparities with how the two groups view this emerging technology. Businesses are very confident […]

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Are Your Customers as Satisfied as You Think They Are?

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We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally have shifted the way businesses interact with their customers. But the evolution isn’t complete yet, and it probably never will be. This is the nature of life in the digital age. Businesses still are working out the kinks with […]

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Do Your Service Channels Turn Your Customers into Net Promoters?

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When your customers are willing to recommend your company to friends and family members, you definitely are doing something right. And when the percentage of customer “recommenders” (aka promoters) greatly outweighs the percentage of detractors, that’s a big win. This is the basic concept behind Net Promoter Score® (NPS), which has been adopted widely as […]

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