Contact Center Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences
01 Mai 2019 - 12:30PM
Business Wire
NICE inContact CX Transformation Benchmark
finds businesses are optimistic about AI, but overrate their own CX
success
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced the findings of its second annual, comprehensive global
research study that gauges the changing attitudes of business
contact center leaders and consumers in key areas of customer
experience. The 2019 NICE inContact Customer Experience (CX)
Transformation Benchmark, business wave, polled contact center
leaders in the United States, United Kingdom, and Australia. The
report compares global findings to the 2018 consumer wave of the
study, and includes year-over-year findings for the US. Results
reveal that businesses are confident in artificial intelligence’s
(AI’s) role in delivering exceptional customer service experiences,
but they overrate their own CX performance. Compared to consumers,
businesses overreach when estimating their own net promoter scores
(NPS), overrate their own CX success, and underperform when it
comes to delivering seamless omnichannel experiences.
Key findings:
- Businesses express confidence in
AI. The CX Transformation Benchmark found that 63 percent of
contact center leaders agree that chatbots and virtual assistants
make it easier for consumers to get their issues resolved, and 68
percent of those surveyed agree that consumers want to use virtual
assistants to interact with them. Findings show that significantly
more US businesses now offer automated assistants / chatbots
online, at 54 percent compared to 44 percent the prior year.
- Business overreach in self-assigned
Net Promoter Score® (NPS®). Compared to
consumers, businesses give themselves higher net promoter scores
for every method of communication tested. Businesses overestimate
most channel-specific NPS by broad margins. For example:
- Automated Assistant / Chatbot: While
consumers award automated assistants an NPS of -8, businesses
estimate they earn an NPS of 25, for a gap of 33 points.
- Email: The consumer NPS for email is -9
while the business NPS is 19, for a gap of 28 points.
- Text: Consumers give text a -2 NPS
while businesses estimate 25, for a gap of 27 points.
- Businesses overrate their CX
success. Businesses are 15 percent more likely than consumers
to agree that they make it easier for consumers to get their issues
resolved in their preferred channels, and that they provide a
consistent customer service experience across the purchase
journey.
- Businesses understand the value of
omnichannel experiences, but underperform. While 93 percent of
businesses agree that consumers expect companies to provide a
seamless experience when moving between channels, only 24% of
businesses globally give themselves an excellent rating on allowing
consumers to switch seamlessly between methods of
communication.
“We are at an inflection point for AI in the contact center. AI
innovations are at their best when paired with the human touch and
deployed to address targeted customer and agent experience
opportunities. AI in the contact center has the potential to add
significant value to customer experience outcomes and operational
performance,” said Paul Jarman, CEO NICE inContact. “The CX
Transformation Benchmark shows contact center leader confidence in
AI, and we join them in delivering end-to-end AI capabilities that
span the entire customer and agent experience, to empower
organizations of all sizes to stay one step ahead of customer
expectations.”
Companies of all sizes now compete in the experience economy to
attract new customers, and build customer loyalty and advocacy. The
CX Transformation Benchmark shows that companies in all industries
can no longer rely on product quality or price alone – they must
consistently deliver exceptional customer experience to drive
topline and bottom line growth. Closing the perception vs. reality
gap between how businesses believe they are executing on their
customer experience strategy and how customers are engaging with
their brands is critical to sustainable success.
About the 2019 NICE inContact Customer Experience (CX)
Transformation Benchmark, Business vs. ConsumerNICE inContact
surveyed more than 900 contact center decision makers in the US,
UK, and Australia. The report presents global findings from the
business wave of the research and provides comparative results to
the consumer study published in 2018. For more information and to
download the full research report, please click here.
About NICE inContactNICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer
experience platform. NICE inContact CXone™ combines best-in-class
Omnichannel Routing, Analytics, Workforce Optimization, Automation
and Artificial Intelligence on an Open Cloud Foundation. NICE
inContact’s solution empowers organizations to provide exceptional
customer experiences by acting smarter and responding faster to
consumer expectations. NICE inContact’s DEVone developer program is
an extensive partner ecosystem, providing applications from partner
companies on the CXexchange marketplace that are designed to
integrate with CXone. NICE inContact is recognized as a market
leader by the leading industry analyst firms.
www.niceincontact.com
NICE (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 Paul Jarman 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/20190501005423/en/
Corporate Media ContactCheryl Andrus, +1 801 320 3646,
cheryl.andrus@niceincontact.com
InvestorsMarty Cohen, +1 551 256 5354, ir@nice.com,
ETYisca Erez +972 9 775 3798, ir@nice.com, CET
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