Webinars

True Omnichannel Fulfills Changing Customer Expectations

Overview

Today's Contact Centers experience fundamental changes regarding the channels your customers expect to be able to use for interacting with you. Recently published NICE research – the 2018 Customer Experience (CX) Benchmark report – documents how your customers' expectations are evolving. We will share how digital channels are gaining importance, while the number of voice interactions is on the decline.

Listen to hear how you can strategically use this evolution to your advantage, and which trends and predictions for 2019 you should focus on. Then, Jens Andersson from WebHelp Nordic, will share with you the changing customer expectations WebHelp observes, and explain how NICE CXone supports WebHelp to address those evolving customer needs with true Omnichannel, and simplified integration for chatbots and AI.

White Papers

NICE CXone CX Transformation Benchmark - Study 2018 (PDF)

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.

Webinars

True Omnichannel Fulfills Changing Customer Expectations (Video)

Today's Contact Centers experience fundamental changes regarding the channels your customers expect to be able to use for interacting with you. Recently published NICE research – the 2018 Customer Experience (CX) Benchmark report – documents how your customers' expectations are evolving. We will share how digital channels are gaining importance, while the number of voice interactions is on the decline. Listen to hear how you can strategically use this evolution to your advantage, and which trends and predictions for 2019 you should focus on. Then, Jens Andersson from WebHelp Nordic, will share with you the changing customer expectations WebHelp observes, and explain how NICE CXone supports WebHelp to address those evolving customer needs with true Omnichannel, and simplified integration for chatbots and AI.

White Papers

Contact Center Omnichannel Guide (PDF)

ContactBabel’s Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more contact channels while maintaining the human connection. See compelling industry statistics and feedback from current cloud contact centers, along with a deep dive into the benefits of NICE CXone cloud solutions