CXone: Leading the Industry by Putting Customers and Agents First
Businesses today are in the unique position of balancing widespread disruption with consistently growing customer expectations. For customers, a tumultuous cultural environment, a public health crisis and economic uncertainty are not valid reasons for businesses to drop the ball on experience. Rather, quite the opposite. Now is the most important time to deliver on a brand promise of exceptional experiences – or risk damaging these critical relationships. In fact, our NiCE CX Transformation Benchmark study has shown that 81 percent of customers say they will switch to a competitor after a single poor experience.Establishing and growing customer relationships not only requires meeting consumers in their preferred channel and ensuring effortless movement between channels, but also laying a scalable foundation, ready to evolve as the landscape changes. It is this core belief in digital-first customer centricity and flexibility that underpins NiCE CXone, our industry leading comprehensive and unified approach to Customer Analytics, Omnichannel Routing, Workforce Engagement, and Automation & Artificial Intelligence. By giving contact centers the power and agility to respond to rapidly changing demands quickly, we future-proof these businesses – come what may.We are immensely proud of the work our team has been able to achieve over the last year. For example, CXone@home was the byproduct of true collaboration and innovation – helping thousands of agents quickly transition to remote working amid the early days of lockdown, all while ensuring business continuity and productivity. It captures the spirit of why NiCE is an industry-leading organization.That said, while we may build the tools, it is the innovative work of our customers that make CXone the solution it is. Our growth is inexplicably tied to our customers and their relentless pursuit of delivering consistently exceptional experiences. They push us to push new boundaries and reach new heights despite the challenges of the day.While we will continue to meet new obstacles head on, it is important to take a moment to step back and appreciate a win. In this case, however, I am referring to several wins. Over the course of the last few months, NiCE has been the recipient of a number of third-party, industry recognitions – spotlighting our commitment to powering exceptional customer experiences, and our innovative approach to next-generation contact centers. Here’s the full list and a little about each:
