• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Voice as a Service (VaaS)

        Crystal-clear, scalable voice interactions for effortless interactions

      • Dashboards & Reporting

        Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • AI Agents

          Instantly create no-code AI agents powered by your data—build once, deploy everywhere.

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention.

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NiCE as a preferred CCaaS vendor

        Gartner® named NiCE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report


      • View All Products
    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NiCE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NiCE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NiCE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NiCE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NiCE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NiCE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NiCE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NiCE

          Make the smartest buying decision with the latest Gartner analysis

          NiCE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

          Get report

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get Started
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NiCE Public Safety
          • NiCE Actimize
          • NiCE RPA

          Partners

          • NiCE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NiCE Help Partner Portal
          • NiCE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NiCE Customer Support
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE

          3 Ways Digital Adoption Builds Brand Confidence

          by Tamsin Dollin
          August 24, 2020
          Share

          Building loyalty, meeting high service expectations, and differentiating from competitors are common challenges faced by businesses of all sizes in most industries. While the traditional call center experience was based on voice, 2020 consumers expect much more than a basic IVR with a maze of options. Social and digital messaging are quickly becoming mainstream channels in the contact center. How does the digital revolution change the way your organization engages with consumers – and will it be good for business? In this post, we’ll explore the positive impacts a digital CX strategy can have on how consumers feel about your brand.

          From 80’s money machines to “banking in your pocket”

          Around 1985, the very first bank machines rolled out in Canada. I’d recently opened my very first savings account. I remember the bank manager handing me a shiny plastic card that I could use in their new machines. Back then, we didn’t call them ATMs yet. I remember my bank named it the “JohnnyCash 24-hour Money Machine”. In fact, the musical legend himself – Mr. Johnny Cash – even did a few TV commercials for my bank back in the day! Whenever I needed a few dollars for the movies, I’d ride my bike across town to the “money machine”.

          Fast-forward 30-odd years and there’s a new service innovation I’ve noticed. It’s the way my bank authenticates me for security whenever I call. Sadly, I have a bad habit of losing my ATM bank card…. yes, it happens to me a couple times per year! So, here’s what happens: I explain what happened to the conversational IVR and then I’m immediately transferred to an agent who greets me by my first name and arranges for a replacement card to be sent. It’s fast and convenient: The whole interaction takes just a few minutes, and there’s no annoying questions to answer – “What’s the maiden name of your first pet?” – because my financial institution uses the best contact center software to instantly verify customers via voice biometrics.

          Today, most of my banking needs fit in my pocket. I can transfer funds, donate money, invest in the stock market, apply for credit, and even deposit an occasional old-style check – without stepping foot in a bank or depending on access to a physical machine. While it’s fun to reminisce, today’s conveniences sure beat the old days biking across town to get cash. And who knows, with rumors of coin shortages and a cashless economy, will we even need cash? (Well, we’ll always have Johnny Cash!)

          Staying one step ahead

          Just like ATM machines and voice biometrics changed the way we bank, today’s consumers have more options than ever for engaging with organizations of all types – including government, public services, and private businesses. And while it’s true that so much of our environment is in flux these days, the mission of customer service teams remains steady. Organizations of all sizes need to do more with less to support customers who are expecting more from them than ever before.

          The financial services industry is no exception – and it’s not slowing down anytime soon. As the world’s population ages and average life expectancy increases, the asset and wealth management sector is set to capitalize on retirement plans. In fact, PWC predicted global assets under management to reach trillions of dollars by 2025. With the industry at a tipping point – and firms competing to retain the best advisors and entice new clients – voice and digital services are helping financial services teams stay engaged 24/7.

          To stay one step ahead, many firms are shifting their focus to customer experience (CX).. Although operational efficiency and profitability are still top of the list, rising customer expectations and pressure from the competition have meant CX (and everything that goes with it), needs to be considered from a strategic perspective.

          Innovation drives significant and immediate change

          LPL Financial recently saw a dramatic impact on their business by shifting their focus to improving CX. As the largest independent broker-dealer in the U.S., LPL Financial serves 17,000 Financial Advisors, helping them deliver brokerage and investment services to their clients.

          Before transitioning their CC operations to the cloud, their IVR experience was time-consuming and frustrating. Their legacy system didn’t support skills-based routing, which made it difficult to connect clients with the right agents and resulted in high transfer rates – as high as 25% for some. Some clients had even resorted to creating their own “cheat sheets” with the correct button sequence they needed to press to connect them with the appropriate team. Unfortunately, an overly complicated IVR is still a common problem that many businesses are guilty of… I’ve heard some industry experts call it “IVR fatigue”!

          LPL Financial drove significant CX improvements with skills-based routing. With the CXone IVR, additional routing options were created to allow agents to specialize in specific areas. Now clients are quickly routed to the agents who can best help them. And LPL’s business is reaping the benefits: Transfer rates fell by 25%, First Contact Resolution (FCR) increased around 10%, and customer satisfaction got a significant boost. Read more in their case study -- plus, you can register for Interactions Live to hear more on how LPL Financial continues to innovate their services with conversational AI chatbots.

          Digital channels for the win!

          According to the latest consumer data, most generational consumers prefer communicating via digital channels. Why? Because digital communications through private social messaging apps, online chat, and email are easiest for consumers to use. 

          Favorite and easy to use digital channels

          Our 3rd annual NiCE Customer Experience (CX) Transformation Benchmark study reported on more than 2,550 consumers’ most recent customer service experiences across 13 different channels – both agent-assisted and self-service.  Here’s how it breaks down, by group:

          • 49% of Gen X prefer digital channels as their channel of choice
          • 84% of Millennials use digital channels as their channel of choice, with only 16% preferring voice
          • Baby boomers are the only generation that prefer voice to digital channels

          The key takeaway? Digital today is so much more than just email and web chat. For modern businesses, social and messaging are well on their way to become mainstream channels. Next-generation digital channels include social platforms such as Facebook, LinkedIn, Twitter, etc., as well as advanced messaging like WhatsApp, WeChat, Facebook Messenger, Apple Business Chat and many others.

          Frost & Sullivan data shows that 89% of midsized contact centers plan to add support for messaging and mobile self-service apps within the next two years. The same research showed adoption for social media (92%) and web chat (93%) is expected to be even higher.

          3 ways digital helps build brand confidence

          When it comes to boosting consumer confidence, here are 3 ways adopting a digital CX approach is good for your business and your brand – with takeaway tips for you to consider for your own business strategy.

          #1 Meeting high service expectations

          What’s the most common reason that consumers cite for closing their accounts? Poor customer experience – even more so than fees, rates, locations, and convenience.

          With contact centers expected to handle increasing contacts volumes with greater complexity than ever, it’s critical to keep up with ever-increasing expectations. But there’s no need for call centers to chase their SLAs handling voice interactions off in a silo! Instead, contact centers can meet customers where they are.

          Phone, chatbots, and online chat with a live representative have the best First Contact Resolution (FCR). So, while customers are using AI voice and chat bots more, almost half of them will transfer from bot to agent before the chat’s over. The key to success (and greater FCR) is a seamless hand-off to live assistance with an agent. Make it personal by integrating CRM data and make it easy for agents by providing a unified interface that orchestrates it all, to keep agents one step ahead without having to hop between screens.

          Tip: Keep channel hoppers happy. Make it easy for customers to move conversations across channels & pick up where they left off.

          #2 Building loyalty

          Simplify their lives & your customers will reward you! Great service can build brand loyalty among 81% of customers & turn 87% of them into advocates. And with half of consumers wanting companies to allow them to interact with their customer service reps using private social messaging apps, this is really a sweet spot for many businesses to be.  

          Today’s up-and-coming and most influential consumers – Millennials and Generation Z (ages 18-38) – are driving the modern customer experience. They are flexing their spending muscles and quickly becoming dominant consumer groups. Our CX benchmark research showed 90% Gen Z uses digital channels as their channel of choice, with only 10% choosing voice. As these “digital natives” mature and continue to push for only the very best experiences, their opinions and preferences become increasingly important. In fact, they are establishing the course for the future. 

          The CX Effect on Young Consumers

          Tip: Millennials and Generation Z are becoming the largest consumer groups. Give them the very best experience, and they are willing to pay more and recommend your company on social media. Capturing their loyalty and advocacy leads to important business outcomes.

          #3 Differentiating your products and services

          Businesses who take a ‘digital-first’ approach are transforming how—and how often—consumers engage with them. Of those polled, 62.4% of organizations see digital as an opportunity in evolving their CX transformation strategies to really stand out from their competitors. However, most organizations providing next generation digital channel support do so via siloed agents, frequently outside the contact center (often in marketing).

          Today, 2 of 3 key consumer generations favor digital service over voice – yet only 10% of companies claim to do it well. In fact, only 8.4% of companies have all channels connected. Yet, a full omnichannel strategy is a reality for just 7.2% of organizations. For a truly competitive advantage that stands out from the competition and creates value, businesses need to make it easy for their customers (and agents) to move conversations across channels & pick up where they left off.

          Tip: Gain an early edge by providing quality, digital-first CX now that feels seamless for both your customers and your contact center agents.

          Get your guide to digital leadership

          Positioning your company to achieve digital leadership is essential. Why? Because this is what your customers expect. “The Innovator's Guide to a Digital-First Contact Center” has you covered with an eBook that’s packed with the latest data about changing customer expectations – including the “secret sauce” of Digital Leadership. Download your copy for tips and tricks on how you can prepare your contact center to provide the best-in-class digital experiences your consumers are already expecting from you. 

          About the Author

          Tamsin Dollin

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read
          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          More from the blog

          5 reasons why AI without memory is just guesswork
          AI

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Think about the last time a business truly impressed you. Not with flashy tech or a clever ad, but with the simple power of remembering who you are.

          July 2, 2025

          Customer Experience

          Create a streamlined world: Where tickets and data live in one place

          What if service wasn’t something customers had to chase… but something that found them? What if technology didn’t replace people… but actually amplified their ability to serve? What if we could finally blur the lines between the front office and back office… making the entire customer journey seamless?

          July 1, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025