White Papers

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

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.

White Papers

Setting the benchmark

Our latest Customer Experience (CX) Transformation Benchmark surveyed over 900 contact center leaders across the US, UK and Australia.

White Papers

The Contact Center Customer Experience Economy (PDF)

We are entering an experience economy where customers are looking not just for the right service at the right time but one that is immersive, engaging and proactive. Learn more on how Contact centers are the epicenter of customer experience and can drive exceptional CX.

Webinars

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.