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 experiences?

We surveyed over 900 decision makers in the contact center to get their opinions, and we compared these perceptions to what consumers say. Here’s what we found out.

Generally, contact center leaders are fairly confident about the customer experiences they deliver. More than of half of them gave themselves ratings of very good or excellent in several key areas of success.

For example, businesses felt particularly good about providing customers with complete information about their issues or questions as well as resolving these issue or questions in the quickest way possible.

However, businesses rated their self-service channels as less effective than agent-assisted channels in these areas. They believe their agent-assisted channels have an edge over their self-service methods in these two areas.

These contact center leaders are even more confident that they are making it easy for customers to get their issues resolved in their preferred channels as well as providing a seamless experience across the purchase journey. However, customers don’t quite agree.

Although consumers still gave businesses respectable scores in these areas, these scores were significantly lower than the scores businesses gave themselves.

In other words, organizations overestimated their CX success in these two areas. This points to couple of potential focus areas for contact center leaders.

These are just a few examples of the findings from our latest benchmark study. The 2019 NICE inContact Customer Experience (CX) Transformation Benchmark is chock-full of insights like these. This version marries responses from the customer wave of the study with the business wave.

The results are interesting and thought provoking. And it’s available to you now as a free download. Get your copy today!