Paul Jarman, NICE inContact CEO,

5 Paradigm Shifts Driving the Customer Experience Market

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Paul Jarman, NICE inContact Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.  In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined.

Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

He details the five key transformations that will dramatically impact the customer experience space, including:

  1. Digital
  2. Artificial intelligence/self-service
  3. Analytics
  4. Workforce
  5. Cloud

Paul closes with practical advice on how to respond to these paradigm shifts and to turn these changes to a competitive advantage.

After watching Paul’s video, you may want to learn more. Watch our on-demand webinar, Digital First Customer Service: The Future is Here Today, to learn more about the digital transformation and how you can position your company as a leader.