NICE inContact CX Transformation Benchmark - Study 2018

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Overview

The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — over 4,600 total interactions.

What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.