Digital transformation is here, and it’s anything but straightforward. 80% of businesses are fast-tracking digital transformation, but 70% of large-scale, complex change programs report falling short of their stated goals. The reason? Lack of preparedness. Let’s change that.
In this eBook from prolific writer and ICMI influencer Roy Atkinson, you’ll discover how to transform people, processes, and technology across the entire business, not just the contact centre. Change management is the only way to achieve successful digital transformation and ultimately deliver better CX at your organisation.
This step-by-step change management guide will help you combine the physical with the digital customer journey and harness enormous insights in the process, leading your contact centre into the future.
The comprehensive eBook reveals:
- The challenges and pitfalls of change management
- Specific change management steps to implement at your business
- The “how” for achieving successful digital transformation
Get started right now!
2020 Customer Experience (CX) Transformation Benchmark
2020 NICE CXone Customer Experience (CX) Transformation Benchmark, Business Wave surveyed over 1,000 global contact centre decision-makers in UK, US, Australia and Canada. Findings show rapidly growing role of digital channels for customer interactions, increasing investments in digital channels, artificial intelligence, and contact centre technology for seamless omnichannel experiences for customers.
Digital fluency done right! Smarter digital self-service experiences
Achieve the best customer experience and self-service success rates possible. See how NICE CXone is revolutionizing self-service by managing customer journeys where they really begin—starting at a search—and guiding customers to the most relevant self-service or proactive engagement with smarter bots across any channel.
CXone Expert knowledge management
Great customer experiences begin with knowledge. CXone Expert knowledge management makes sure that your customers get that knowledge in the form of the information, answers, and support they need wherever they are along in their journey.