Paul Jarman, NiCE CEO,

5 Paradigm Shifts Driving the Customer Experience Market

October 7, 2019

Paul Jarman, NiCE Chief Executive Officer, discusses the key paradigm shifts that will lead to massive change in the contact center and customer experience market as part of our Transforming Customer Experiences series.  In fact, Paul believes that in the next five years there will be more transformation in the customer experience space than in last 15 years combined.

Paul offers practical advice on how to respond and turn these changes to a competitive advantage.

He details the five key transformations that will dramatically impact the customer experience space, including:

  1. Digital
  2. Artificial intelligence/self-service
  3. Analytics
  4. Workforce
  5. Cloud

Paul closes with practical advice on how to respond to these paradigm shifts and to turn these changes to a competitive advantage.

After watching Paul’s video, you may want to learn more. Watch our on-demand webinar, Digital First Customer Service: The Future is Here Today, to learn more about the digital transformation and how you can position your company as a leader.

About the Author

Chris Bauserman

Chris leads product marketing, campaign strategy, and market intelligence for NiCE inContact. He has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. Prior to NiCE inContact, Chris led marketing for ecommerce and customer experience solutions at Rackspace and held various leadership roles at IBM and SailPoint (prior to its $2B+ IPO).

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