NICE inContact Global Study Reveals Digital Channel Use Gaining Ground – And It’s Not Because of AI Chatbots (Yet)
October 15 2018 - 06:30AM
Business Wire
CX Transformation Benchmark finds consumers
expect seamless omnichannel experiences and are willing to buy more
from companies that deliver it
NICE inContact, a NICE (Nasdaq: NICE) business, today
announced findings from the breakthrough global research study that
measures real-world consumer experiences including most recent
service interaction, satisfaction, loyalty and advocacy – including
Net Promoter Score® (NPS®) – across communication channels. The
second annual NICE inContact Customer Experience (CX)
Transformation Benchmark includes consumers from three countries –
United States, United Kingdom and Australia – with year-over-year
results for US (2018 vs 2017), and new benchmark data for UK and
Australia. The 2018 survey reveals that use of digital channels is
gaining ground with email doubling and chat tripling among US
consumers, making seamless omnichannel service a must in today’s
competitive experience economy. However, the study also found that
use of “automated assistants” or chatbots by consumers for recent
service interactions is still limited at only 8 percent
globally.
Key Findings:
- Agent-assisted Digital Channels Gain
Ground, Chat Reigns for SatisfactionThe CX Transformation
Benchmark year-over-year results among US consumers show growth of
digital channels for service – use of email doubled and chat
tripled. Consumers in all regions are most satisfied with online
chat with a live agent, compared to ten other channels evaluated.
At 56 percent, more than half of US consumers surveyed are highly
satisfied with chat interactions; 47 and 44 percent of UK and
Australia consumers, respectively, report being highly satisfied
with their most recent chat experience.
- Consumers Want True Omnichannel
Customer ServiceConsumers want true omnichannel customer
service, and service that’s seamless, convenient and quick. If a
conversation needs to move from chat to a phone call, nine out of
10 consumers say they expect a seamless transition when moving from
one communication method to another. Chat and phone are each viewed
as convenient and quick, requiring a minimal amount of effort.
- Consumers Reward Companies Who
Deliver Exceptional Customers ServiceToday’s consumers are
vocal about the brands they love, and aren’t afraid to share
negative experiences through their network. The study found that,
overwhelmingly, customers who have exceptional experiences are more
willing to: recommend that company on social media (83 percent),
buy more products and services from that company (89 percent), and
go out of their way to purchase from that brand (82 percent). But,
one-time exceptional service is not enough to cement loyalty as 81
percent of consumers reported that they are very likely to switch
to another company if they’ve had a bad customer service
experience.
- Artificial Intelligence (AI) Has
Room for Improvement, Consumers SkepticalWhile businesses
continue to experiment with AI applications within customer
experience channels, only eight percent of global consumers
interviewed had used an AI enabled service channel like chatbots or
a home electronic virtual assistant for their most recent customer
service interaction. The study found that nine out of 10 consumers
prefer to talk to a live agent rather than a chatbot or virtual
assistant. And, consumer satisfaction with automated assistants is
low, with only 27 percent of users giving a 9 or 10 rating out of
10. AI has yet to mature, and consumers agree. Seventy-nine percent
of respondents said chatbots and virtual assistants need to get
smarter before they are willing to use them regularly, and 66
percent disagree that chatbots and virtual assistants make it
easier to get issues resolved.
“Businesses are no longer just being measured against their
direct competitors – they are being measured against every positive
customer experience a consumer has ever had,” said Paul Jarman, CEO
of NICE inContact. “The global CX Transformation Benchmark Study
findings highlight that to deliver exceptional customer experiences
that drive growth, businesses must continue their digital
transformations to power smart and seamless omnichannel
interactions. Despite widespread interest in AI, the research shows
that its application is still finding its way in delivering
exceptional customer experiences. Investing in an open, native
cloud contact center platform can help businesses meet evolving and
demanding customer expectations highlighted in the study.”
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. With fierce competition and dozens
of service channels available, the global research emphasizes the
need for customer service leaders to continuously monitor and
improve customer experience while also expanding service channels
and fine-tuning contact center operations to meet consumer demand
for speed, convenience and personalization.
About the 2018 NICE inContact Customer Experience (CX)
Transformation BenchmarkNICE inContact surveyed more than 2,400
consumers across the globe on their most recent customer service
experience across 11 different channels – both agent-assisted and
self-service – on over 4,600 total interactions. 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 Gartner, Forrester, Ovum, IDC, Frost & Sullivan, DMG,
and Ventana. www.niceincontact.com
NICE inContact is part of NICE (Nasdaq: NICE), 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. Net Promoter Score, Net
Promoter, and NPS are trademarks of NICE Systems, Inc., Bain and
Company, Inc., and Fred Reichheld.
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.
View source
version on businesswire.com: https://www.businesswire.com/news/home/20181015005394/en/
NICE inContactCorporate MediaCheryl Andrus, +1 801
320 3646cheryl.andrus@niceincontact.comorInvestorsMarty
Cohen, +1 551 256 5354, ETir@nice.comorYisca Erez +972 9 775 3798,
CETir@nice.com
NICE (NASDAQ:NICE)
Historical Stock Chart
From Feb 2024 to Mar 2024
NICE (NASDAQ:NICE)
Historical Stock Chart
From Mar 2023 to Mar 2024