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Cutting Edge Insights on Customer Experience: NICE inContact CX Transformation Benchmark, Business vs. Consumer eBook


In today’s highly competitive experience economy, organizations must meet and exceed expectations for the customer experience. Our latest research shows that this isn’t as easy as it seems. Our findings reveal that customers perceive CX differently than contact center leaders think they do. And this mistake can lead to ineffective executive decisions.

Findings reveal that forward-thinking businesses are confident in AI, but consumers are more cautious. Results also showcase that business underestimate consumer satisfaction with agent-assisted channels and overestimate net promoter scores.

By sharing these insights, our goal is to help customer experience leaders better understand and improve the customer service experience with knowledge they might not gain otherwise. Register now to discover what you may not know about your customer’s perception of CX — and what changes you can make to bridge the gap.