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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Answers to Some of Your Most Pressing CX Questions are Just a Download Away

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Does your company have a true understanding of what your customers want, need and think? Specifically, how do your customers feel about your customer service? Have they embraced your new, leading-edge, AI-enabled chatbots? How about the latest digital channels? Or are they still most satisfied with a phone call with a competent agent? And what […]

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Businesses Are Confident in AI — but Consumers Are More Cautious

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Artificial intelligence (AI) has the potential to transform contact centers. It’s safe to say that we’re at an inflection point for AI in the contact center — AI innovations deployed in a myriad of ways, such as chatbots, intelligent routing, workforce management forecasting, and AI-driven interaction analytics, can add significant value to customer experiences and […]

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