White Paper: 2019 NICE inContact CX Transformation Benchmark, Global Findings: Business vs. Consumer

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Overview

The results are in! Our business wave of the Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia. What did we learn? We compared global findings to the 2018 consumer wave and found significant gaps between how businesses think their CX performs with what consumers actually say. Results reveal significant gaps between businesses and consumers.