Businesses today are in the unique position of balancing widespread disruption with consistently growing customer expectations. For customers, a tumultuous cultural environment, a public health crisis and economic uncertainty are not valid reasons for businesses to drop the ball on experience. Rather, quite the opposite. Now is the most important time to deliver on a brand promise of exceptional experiences – or risk damaging these critical relationships. In fact, our NICE inContact CX Transformation Benchmark study has shown that 81 percent of customers say they will switch to a competitor after a single poor experience.
September 21, 2020