NICE inContact, a NICE (Nasdaq: NICE) business, announced findings from the global research study that measures real-world consumer experiences including most recent service interaction, satisfaction, loyalty and advocacy – including Net Promoter Score(R) (NPS(R)) – across communication channels. The second annual NICE inContact Customer Experience (CX) Transformation Benchmark includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia. The 2018 survey reveals that use of digital channels is gaining ground with email doubling and chat tripling among US consumers, making seamless omnichannel service a must in today’s competitive experience economy. However, the study also found that use of "automated assistants" or chatbots by consumers for recent service interactions is still limited at only 8 percent globally.
"Businesses are no longer just being measured against their direct competitors – they are being measured against every positive customer experience a consumer has ever had," said Paul Jarman, CEO of NICE inContact. "The global CX Transformation Benchmark Study findings highlight that to deliver exceptional customer experiences that drive growth, businesses must continue their digital transformations to power smart and seamless omnichannel interactions. Despite widespread interest in AI, the research shows that its application is still finding its way in delivering exceptional customer experiences. Investing in an open, native cloud contact center platform can help businesses meet evolving and demanding customer expectations highlighted in the study."
Companies of all sizes now compete in the experience economy to attract new customers, and build customer loyalty and advocacy. The CX Transformation Benchmark shows that companies in all industries can no longer rely on product quality or price alone – they must consistently deliver exceptional customer experience to drive topline and bottom line growth. With fierce competition and dozens of service channels available, the global research emphasizes the need for customer service leaders to continuously monitor and improve customer experience while also expanding service channels and fine-tuning contact center operations to meet consumer demand for speed, convenience and personalization.
About NICE inContact:
NICE inContact works with organizations of all sizes to create customer experiences that create deeper brand loyalty and relationships that last. With NICE inContact CXoneTM, a cloud customer experience platform, we combine Customer Analytics, Omnichannel Routing, Workforce Optimization, Automation and Artificial Intelligence, all on an Open Cloud Foundation to help any company transform every single customer interaction.
Published: Friday, November 2, 2018
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