Blog

Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal and spend more over the long-term? Talk about a silver bullet. There is a way that brands can encourage loyalty with demonstrable results: Make customers feel good — again and again. Customer decision-making and motivation — how customers act and why — is…

Our vision for Robotic Process Automation (RPA) at NiCE has always centered around providing enterprises with the tools they need to improve performance, wellbeing and motivation in the workplace. We were interested in finding out whether this message resonated with the employees who use technologies such as ours in an enterprise setting, so we conducted research about employee perceptions of RPA.

As a multi-industry manufacturing company, Honeywell develops solutions around energy and efficiency. The company determined that customer experience excellence could be the catalyst for many of the business transformations it wanted to achieve. Honeywell not only established customer experience as a top priority but made it a corporate initiative. And the business focuses on making it easy for customers to…

The line between traditional and digital communications has blurred, and savvy customers are demanding more from the companies they do business with. One top demand is for true omnichannel customer service, no matter the channel. We reported in the 2018 NiCE CXone Customer Experience (CX) Transformation Benchmark that 91% of consumers expect a seamless omnichannel experience. This means, for example, that…

It’s common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of social media requires fundamental changes in the way that brands should conceive of customer service. That’s a good thing. Social media is a relatively new medium of communication, and brands certainly must tailor their tone of voice and style of interaction…

Check Into Cash had both good news and bad news. The good news: The company’s main contact center had been successfully using CXone for five years. The bad news: The Check Into Cash retail collections team — 50 agents who collect past-due payments — were still using a legacy Genesys PBX dialer that had serious shortcomings, including no visibility into performance…

My favorite part of NiCE’s annual Interactions event is the customers. My teammates and I work hard to make sure each and every attendee walks away with ideas, fulfillment, and smiles. When we finally arrive, and Interactions has its first evening happy hour, I’m always enthusiastically thinking how the hard work was so worth it! Each year I walk away with a richer understanding of what our customers want from us, and with a greater wisdom for how I can better serve both my company and our customers going forward.