NICE Enterprise
Portfolio
Reinventing
Customer Service
“We cannot solve our problems with the same
thinking we used when we created them”
Albert Einstein
We live today in an era of disruption, a world where new ways of thinking are re-inventing markets and providing exciting new solutions to old problems.
CUSTOMER
Are you ready for the
Millennial customers?
One of the forces that is driving this
trend is the rise of a new breed of
customers – The NOW customers.
Millennials will soon be entering peak
earning and spending years, and they
have very high expectations from
services providers about the type
of customer service they receive,
how and when it should be
delivered to them.
WORKFORCE
The workforce landscape
Is changing as well
Millennials are quickly becoming
a large part of the customer service
workforce. Recent reports show that
over a third of ourworkforce is
millennial based (and in some
organizations evenmore than that).
But other workforce generations are
adopting millennial behaviors and
expectations as well.
have very high expectations from
services providers about the type
of customer service they receive,
how and when it should be
delivered to them.
OMNICHANNEL
Omni channnel is no longer
An option – it’s a must
98% of today’s consumers are
omnichannel users, taking advantage,
on average, of 6-7 different channels
to connect with organizations. The
digital revolution is creating
consumers that are much more
connected, knowledgeable and
have more power than ever before.