Transforming customer experiences

The NICE inContact Blog

Read more blogs by Heather Hughes

13 blogs
Customer experience CX

How Businesses Can Create Incredible CX

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 self-service technologies,...
customer experience

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

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. This is...
cloud contact center technology

Winning in the Cloud - How Businesses Achieve CX Success

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 center...

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

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 experience. This means, for example, that...

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

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 experiences? We surveyed over 900 decision makers in...