Transforming customer experiences

The NICE inContact Blog

Read more blogs by Brian Mistretta

25 blogs
Mapping your contact center strategy to changing customer behavior

Mapping Your Contact Center Strategy to Changing Customer Behavior

For years, marketers like myself have long espoused the benefits of cloud platforms to help businesses gain agility. Over the past 10 months, the pandemic has accelerated cloud contact center adoption, which is a win for consumers where expectations for exceptional customer experience (CX) continue to rise. Throughout this year, many of our routines have been disrupted and re-engineered as we adopt to a new normal, we are connecting with each other more often via digital channels.
Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Pivot Your Customer Service Model Using Digital Capabilities and Emerge from the Pandemic Even Stronger

Businesses should respond by being where their customers are. This doesn't just mean stepping up online marketing or social media presence. It also means providing digital customer service to match consumers' increasing adoption of digital lifestyles. Not only will this align better to customer behavior, but it's also a lower cost alternative to phone support, an important consideration in these days of shrinking revenue.
Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.