The next big thing in customer experience (CX) is conversational artificial intelligence (AI) and machine learning (ML), which promises to deliver the highly personalized, data-driven digital experiences that customers will require as these new technologies permeate contact centers and customer service organizations over the next few years. But where do you start and how do you plan for this seminal transition?
Setting the benchmark
Our latest Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia.
2018 NICE CX Transformation Benchmark (Webinar)
In this one-hour webinar, join in to hear contact center experts unpack the report’s many discoveries, including the six dimensions of customer service and customers’ own expectations for interacting with brands, their channel preferences, and what leads to satisfaction. You’ll hear all about the only study that measures real-world consumer experiences by channel, deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®. Hear about actual contact center transformations and best practices, too.
Customer Experience Maturity Model - Assessment Toolkit (PDF)
As we enter the experience economy, CX proves to be a great competitive differentiator. Achieving exceptional CX is a continuous and iterative process. Organizations need to look at a CX maturity model to programmatically transform CX through contact center . This white paper will help you assess your current state of CX maturity level and help you with tools to move to the next level.