Transforming customer experiences

The NICE inContact Blog

Category: Omnichannel

17 blogs
Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Latest Research Shows the Future of CX is Here and It’s Digital-first Omnichannel

Each year, we survey more than 2,500 consumers across the globe to discover the latest on their real-world habits and opinions on a wide spectrum of customer service-related topics. Then we slice and dice the results, including by generational groups, to uncover useful insights such as year-over-year trends. The consumer wave of the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark reveals the latest on customer service behaviors, expectations, and attitudes about digital channels and omnichannel service.
Digital First Omnichannel

7 Steps to Deliver Digital-first Omnichannel Experiences

The research is clear, younger consumers have a high preference for interacting with companies using digital channels. In fact, 90% of Generation Z and 84% of Millennials state this as their preference. The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.