NewDay Drives Customer Service Leadership with NICE Satmetrix NPX Voice of the Customer Solutions
05 Septembre 2018 - 12:30PM
Business Wire
NICE Satmetrix NPX wins a three-year agreement
to help NewDay build on impressive Net Promoter Score® (NPS®)
improvement of more than 12 points
NICE (Nasdaq: NICE) today announced that NewDay will
continue to rely on NICE software to power its voice of the
customer program. NewDay signed a three-year contract to leverage
NICE Satmetrix NPX as the software at the core of its multi-faceted
program to drive customer experience excellence.
A leading consumer credit provider serving two specialist
sectors of the UK credit market (near-prime and co-brand), NewDay
selected NICE following a successful and sophisticated customer
feedback program created using its NICE platform that resulted in
successes such as increases in Net Promoter Score of more than 12
points. For this achievement, NICE recently presented NewDay with a
Customer Experience Excellence award at Interactions EMEA held in
June 2018 in the UK.
Francesca Rea, Director of Customer Services and Service
Delivery, NewDay, said, "Customer service is a matter we take
very seriously. In NICE, we have a partner that understands this
need and is dedicated to helping us achieve it. We have been able
to leverage our NICE solution to collect a wide range of customer
experience metrics and insights, and we are proud of our
improvements in NPS and other scores. We are excited to build on
our successes, and trust that the NICE Satmetrix solution will fuel
the expansion of our capabilities to collect, analyze and act on
customer feedback."
NewDay has taken a meticulous approach to expanding its
collection and analysis of customer feedback, and to embedding a
focus on customer feedback in the organization. For example, it has
expanded customer service channels and built listening posts to
collect feedback on a range of customer touchpoints. NewDay
introduced a “Net Easy” measurement to track customer effort and
began using NPS as part of associate KPIs and recognition programs.
As NewDay’s program continues to develop, NICE Satmetrix NPX will
continue to play a key role in their planned improvements for
customer insight collection and analysis.
In addition, NewDay created a Customer Issues Resolution program
that combines verbatim feedback extracted from their NPS survey,
indirect customer feedback collected during the complaints process,
online customer feedback and employee input (Voice of People) to
identify and prioritize resolution for crucial issues. The NICE
solution has also allowed NewDay to extend the benefit of
feedback-based clarity to its co-brand partners who have used the
insights to improve their own processes. NewDay has also been
improving services by mapping issues across a customer journey to
identify any pain points experienced by customers and speedily
address them.
The NICE Satmetrix NPX offering is expected to provide wider
insights into areas for process improvement to NewDay. Expected
areas of benefit include their digital self-service and mobile
application as well as increased visibility on agent performance,
which will help NewDay meet its goal of achieving the top position
for customer service.
John O'Hara, President, EMEA, NICE said, "We're proud to
be working with NewDay and to be their support for delivering
superior service to their consumers. In an experience-led
marketplace such as we see today, our solutions are geared towards
giving our customers the comprehensive insights needed to stay
ahead of the game, and deliver unparalleled service that consumers
anticipate throughout their journey."
About NewDayNewDay is a leading UK consumer credit
provider serving two specialist sectors of the UK credit market,
Near-Prime and Co-Brands. As at 31 December 2017, NewDay had
approximately 5.3 million customers. Of these, 4.2m customers hold
co-branded credit and store cards offered in partnership with a
number of the UK’s established retailers including Amazon.co.uk,
Arcadia Group, Debenhams, House of Fraser, Laura Ashley, and TUI UK
& Ireland. 1.2m customers hold Own-Brand credit cards,
operating across the aqua, marbles and opus brands. NewDay utilises
its extensive customer knowledge of the Near-Prime and Co-Brand
sectors to develop products and services that evolve in line with
customer’s needs and promote long-term customer relationships.
About NICENICE (Nasdaq: NICE) is the world’s leading
provider of both cloud and on-premises enterprise software
solutions that empower organizations to make smarter decisions
based on advanced analytics of structured and unstructured data.
NICE helps organizations of all sizes deliver better customer
service, ensure compliance, combat fraud and safeguard citizens.
Over 25,000 organizations in more than 150 countries, including
over 85 of the Fortune 100 companies, are using NICE solutions.
www.nice.com.
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks. Net Promoter Score, Net
Promoter, and NPS are trademarks of NICE Systems,
Inc., Bain and Company, Inc., and Fred Reichheld.
Forward-Looking Statements
This press release contains forward-looking statements as that
term is defined in the Private Securities Litigation Reform Act of
1995. Such forward-looking statements, including the statements by
Mr. O'Hara, are based on the current beliefs, expectations and
assumptions of the management of NICE Ltd. (the Company). In some
cases, such forward-looking statements can be identified by terms
such as believe, expect, may, will, intend, project, plan, estimate
or similar words. Forward-looking statements are subject to a
number of risks and uncertainties that could cause the actual
results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of
the global economic environment on the Company’s customer base
(particularly financial services firms) potentially impacting our
business and financial condition; competition; changes in
technology and market requirements; decline in demand for the
Company's products; inability to timely develop and introduce new
technologies, products and applications; difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; and the
effect of newly enacted or modified laws, regulation or standards
on the Company and our products. For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the Securities
and Exchange Commission, including the Company’s Annual Report on
Form 20-F. The forward-looking statements contained in this press
release are made as of the date of this press release, and the
Company undertakes no obligation to update or revise them, except
as required by law.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20180905005377/en/
Corporate MediaChristopher Irwin-Dudek,
201-561-4442chris.irwin-dudek@nice.comorInvestorsMarty
Cohen, +1 551 256 5354, ETir@nice.comorYisca Erez +972 9 775
3798, CETir@nice.com
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juin 2024 à Juil 2024
NICE (NASDAQ:NICE)
Graphique Historique de l'Action
De Juil 2023 à Juil 2024