Hoboken, N.J. -- NICE (Nasdaq: NICE) announced the Journey Excellence Score (JES), a new metric designed to precisely measure the quality of customer experience across multiple channels and in even the most complex interactions over time. Incorporated in the latest version of the NICE Customer Journey Optimization solution made generally available, JES offers a consistent method of gauging customer experience, thus enabling organizations to identify gaps and bottlenecks in customers’ journeys, and allowing them to shape future journeys via the insights captured and by predicting potential outcomes.
Although many methods of customer experience measurement exist today, using one or even several of them still falls short of precisely representing service quality owing to low participation rates for surveys, lack of root cause clarity, siloed or single touch point views and outdated and ineffective post interaction measurements.
The Journey Excellence Score metric by NICE Nexidia provides a unified, end-to-end view of customer experience across all touchpoints and relationships by combining hundreds of attributes from multi-touch interactions with sentiment scores and survey responses as well as with qualitative and quantitative measurements of journey effort, such as the number of channels used, repeat interactions and duration of the journey and more.
Miki Migdal, President, NICE Enterprise Product Group, said, "Customer experience has come to the forefront in distinguishing industry leaders from followers. As more organizations understand the prominence of customer experience as a key differentiator and prioritize it, innovative analytics solutions that help organize, analyze and operationalize customer journeys to drive the outcomes their customers expect will be critical to success. The Journey Excellence Score enables service professionals to quickly identify and share any gaps and bottlenecks that need to be addressed within the customer journey in a format that can be easily understood. I’m excited that the Journey Excellence Score is now available to enable organizations to move to the next level of sophistication in their customer journey analytics programs."
About NICE Systems:
NICE (NASDAQ: NICE), is a worldwide provider of intent-based solutions that capture and analyze interactions and transactions, realize intent, and extract and leverage insights to deliver impact in real time. Driven by cross-channel and multi-sensor analytics, NICE solutions enable organizations to improve business performance, increase operational efficiency, prevent financial crime, ensure compliance, and enhance safety and security. NICE serves over 25,000 organizations in the enterprise and security sectors, representing a variety of sizes and industries in more than 150 countries, and including over 80 of the Fortune 100 companies.
Published: Thursday, November 15, 2018
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