2019 NICE inContact Customer Experience (CX) Transformation Benchmark, Global Consumers

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Overview

In this eBook, we detail our global findings on consumer attitudes toward, use of and preferences for an evolving lineup of contact centre channels—and especially the growing and powerful influence the up-and-coming Millennials and Generation Z consumers on the path to digital-first CX. Major findings covered include:

  • Customer experience (CX) attitudes
  • Use of and attitudes toward emerging technology, such as AI, and evolving digital media, including public and private social media apps
  • Actual channel usage, preferences and performance
  • Agent-assisted vs. self-service CSAT
  • And much more …