NICE inContact

MAY 29, 2018

We are moving from a service economy to an experience economy. Today’s customers are not just looking to get the right service at the right time at the right channel. They are looking for an experience that is immersive, engaging and proactive. On the contrary, bad experience leads to churn, a direct revenue loss.

Contact Center 141

Contact Center Customer Experience Innovation Customers 141

NICE inContact

JUNE 27, 2018

My title and batting order reference are taken from the theme of the series, how to turn-around a slump in customer experience ratings. The topic of the third webinar was Orchestrating Immersive CX in Your Contact Center. Yes, we have a plan to re-design our CX to up our game. Yes, but we are unsure where to start.

Customer Experience 120

Customer Experience Contact Center Omni-Channel Social Media 120

NICE inContact

APRIL 2, 2019

If you are like the other 100 customers I have spoken with over the last few months you are likely somewhere in the process of evaluating your customer experience (CX). Here’s what you likely already know: Successful CX is a company wide initiative! Making a CX transformation is not a one-time exercise.

Net Promoter Score 136

Net Promoter Score Company Effort Score Exercises 136