Did you know that 40% of live agent interactions don’t achieve a successful resolution? Or that while social media is becoming a less popular channel, mobile is gaining momentum? These are some of the findings in the NICE BCG 2016 Customer Survey in which over 1700 customers provide their view on the state of customer experience.
NICE BCG 2016 Customer Survey Results
In this NICE BCG Customer Survey we present to you insights about the customer experience across the organization. The survey includes data on customer journeys, the growing complexities of the contact center and customer experience as a differentiator.
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