NICE Unveils Journey Excellence Score, the First Metric Measuring Omnichannel Customer Experiences
13 Novembre 2018 - 12:30PM
Business Wire
AI-powered metric comprised within new version
of NICE Customer Journey Solutions provides organizations a
consistent means of measuring service quality across touchpoints
and over time, and enables the prediction of future outcomes
NICE (Nasdaq: NICE) today announced the Journey
Excellence Score (JES), a pioneering new metric designed to
precisely measure the quality of customer experience across
multiple channels and in even the most complex interactions over
time. Incorporated in the latest version of the NICE Customer
Journey Optimization solution made generally available today, JES
uniquely offers a consistent method of gauging customer experience,
thus enabling organizations to easily and quickly identify gaps and
bottlenecks in customers’ journeys, and allowing them to shape
future journeys via the insights captured and by predicting
potential outcomes.
Although many methods of customer experience measurement exist
today, using one or even several of them still falls short of
precisely representing service quality owing to low participation
rates for surveys, lack of root cause clarity, siloed or single
touch point views and outdated and ineffective post interaction
measurements.
Reflecting the true state of service quality, the Journey
Excellence Score metric by NICE Nexidia provides a unified,
end-to-end view of customer experience across all touchpoints and
relationships by combining hundreds of attributes from multi-touch
interactions with sentiment scores and survey responses as well as
with qualitative and quantitative measurements of journey effort,
such as the number of channels used, repeat interactions and
duration of the journey and more. Measures currently used to gauge
service quality such as customer satisfaction surveys (CSAT),
average handling time (AHT), and sentiment analysis are considered
in the mix. The innovative new metric also evaluates both past and
present journeys to pinpoint the root cause of negative
interactions and enables organizations to predict the likelihood of
those journeys that may lead to undesired outcomes such as churn or
complaints. The result is a metric that not only mirrors the state
of customer experience within the organization but also offers
insights they can take corrective action on.
Uniquely, the Journey Excellence Score eliminates the need for
skilled professionals such as data scientists or analysts to unlock
insights from data. Underlying information delivered via JES can be
easily understood and value can be quickly derived without the
added need for additional staff. Importantly, the new metric from
NICE allows organizations to instill a customer centric culture by
providing a consistent measure of customer experience quality,
helping them to baseline existing journey performance and
prioritize improvement efforts. Armed with these analytics,
organizations can predict future outcomes and accordingly tap
internal resources to address those areas they are most adept at,
as well as realign omnichannel service outlets to improve customer
experience.
Key capabilities of the Journey Excellence Score include:
- Automatically calculates and delivers a
precise measurement of customer experience / service quality for
all customer journeys with the enterprise
- Enables specific journeys (such as
billing & payments, onboarding or technical support) to be
individually scored and benchmarked
- Provides trended reports to understand
the effect of CX initiatives on journey quality over time
- Proactively recommends specific areas
for further investigation, such as “micro-journeys” that are
triggering a low score
Miki Migdal, President, NICE Enterprise Product Group,
said, "Customer experience has come to the forefront in
distinguishing industry leaders from followers. As more
organizations understand the prominence of customer experience as a
key differentiator and prioritize it, innovative analytics
solutions that help organize, analyze and operationalize customer
journeys to drive the outcomes their customers expect will be
critical to success. The Journey Excellence Score enables service
professionals to quickly identify and share any gaps and
bottlenecks that need to be addressed within the customer journey
in a format that can be easily understood. I’m excited that the
Journey Excellence Score is now available to enable organizations
to move to the next level of sophistication in their customer
journey analytics programs."
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.
Forward-Looking StatementsThis 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. Migdal, 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.
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version on businesswire.com: https://www.businesswire.com/news/home/20181113005547/en/
NICECorporate Media ContactChristopher
Irwin-Dudek, 201-561-4442chris.irwin-dudek@nice.com
InvestorsMarty Cohen, +1 551 256 5354, ETir@nice.com
Yisca Erez +972 9 775 3798, CETir@nice.com
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