Across the globe, more than 2,400 customers spoke—and their experiences have all been captured in one, core report: the 2018 NICE inContact Customer Experience (CX) Transformation Benchmark.
We’ll unpack the report’s many discoveries, including the six dimensions of customer service and customers’ own expectations for interacting with brands, their channel preferences, and what leads to satisfaction. This is the first and only study that measures real-world consumer experiences by channel deep-diving into satisfaction, loyalty and advocacy, including Net Promoter Score®. We’ll be hearing about actual contact center transformations and best practices, too.
