NICE inContact

2020 Customer Experience (CX) Transformation Benchmark

This resource is published by NICE inContact


During the pandemic, consumers are turning to customer service more than ever, thus it has become an essential key to drive company growth. As the customer service technology evolves through AI and social media, companies must pivot to meet consumer expectations and create a seamless experience across all channels.

The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada,UK and Australia with two surveys, one among consumers and one among contact centre decision makers.

This report covers:

  • Global and region-specific findings from the 2020 consumer wave of the research
  • Trends year-over-year as well as comparison of consumer experience with business estimates based on the 2020 business wave of 1,006 global contact centre decision makers.
  • Research that measures real-world consumer experiences with customer service channels, including satisfaction, preference, ease of use and Net Promoter Score®.

Download now to read the findings!


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Apple, Email, Cloud, AIM, Artificial Intelligence




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