2019 NICE inContact Customer Experience (CX) Transformation Benchmark

The third annual NICE inContact Customer Experience (CX) Transformation Benchmark reports on more than 2,550 consumers’ most recent customer service experiences across 13 different channels – both agent-assisted and self-service.

This is the only research that measures real-world consumer experiences with customer service channels, including satisfaction, preference, ease of use, and Net Promotor Score®. Year-over-year comparisons are available for the United States, United Kingdom and Australia.

This eBook includes:

  • Channel Usage – Agent-assisted and Self-service
  • Channel Performance
  • Customer Experience / CX Attitudes
  • Use of and Attitudes Toward Artificial Intelligence
  • Use of and Attitudes Toward Private Social Messaging Apps