Consumers are driving customer experience based on their experiences and perceptions. In fact, they’re transforming CX and its role in a brands competitive edge. They have a lot to say—and many have strong opinions. The results of our groundbreaking study of 2,400 consumers who reported on 4,600 recent transactions provide contact centers with important markers and milestones in the customer journey. One thing is clear: Your customers are in charge, and your contact center needs to respond!
NICE inContact 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.
2018 NICE inContact 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.
Cloud Contact Center: What’s the Right Model for You? (PDF)
Contact centers using cloud technology achieve better results than those using an on-premise model. However, with different cloud deployment models, which one is the right one for your business to fully realize the benefits of cloud technology?