Connect customer journeys

Listening insights to drive results

Up to 95% of consumers say that customer service impacts brand
loyalty. Get ahead of the competition. You need comprehensive
CX journey analytics and listening tools to deliver the proactive and
hyper-personalized experiences that lead to retention.
Be a CX champion!

Get the insights to win
the CX race.

Go beyond the traditional Voice of the Customer (VOC) and build highly impactful digital CX interactions that count. When you invest in modern customer feedback tools, you can glean holistic insights, adapt quickly, and eliminate friction across the journey. Speed matters! Amp up your listening skills to accelerate your CX.

With NICE you can connect and transform disparate customer interactions into a single, consolidated journey. With a holistic view of the end-to-end customer journey, you can uncover cross-channel inefficiencies, close the loop on all interactions, and optimize business processes from the customer’s perspective.

Put customer feedback to work and close the journey loop

Studies show that customers are much more likely to abandon a brand after just one negative experience. When customers share feedback, it provides you with invaluable insight. But you must act on what you learn. That’s where closing the loop on customer feedback comes in.

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Put customer feedback to work and close the journey loop

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Keep customers on track

Use AI-driven data and insights to improve customer relationships and deliver a hyper-personalized experience. Focusing on the entire end-to-end journey can increase retention and prevent churn.

Improve the customer journey with AI

AI and machine learning are revolutionizing the world of CX. Response times are faster, and issues are resolved easier. But the way AI can help us collate and interpret customer feedback might be the biggest game changer when it comes to delivering the best customer journey. Learn all that is possible with AI.

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Improve the customer journey with AI

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Measure and predict CX journey success

Pace matters and results count! Bring your best CX game for all customer journeys. Gain key learnings through integrated AI-powered tools to:

Transform the journey with Voice of the Customer

Gather holistic Voice of the Customer (VOC) insights to uncover blind spots in customer journeys, take action, and improve customer satisfaction.

Use objective insights to improve interactions

Make data-driven decisions to gauge customer sentiment and agent performance throughout the journey.

Put customer journey analytics to work

Perform an accurate analysis to understand where you need to start designing, orchestrating, and refining your entire CX customer journey.

Optimize all Customer Experience interactions

Predict the best match for every customer and guide them to the best agent so their journey will be a delight.

Cross the finish line with a winning strategy

In order to reach first contact resolution fast, you need the right AI technologies to make the customer journey frictionless and transform interactions for the better.

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Get AI right and put it to work

To deliver a smart CX journey you need AI-powered technologies including routing enhancements, real-time interaction guidance, and more to resolve issues quickly and to achieve resolution.

Cross the finish line first

See how you can cross barriers and build bridges to make the entire customer journey frictionless to build a winning strategy.

Remove CX journey barriers

Identify and address hotspots (friction) in the journey to improve customer experience interactions and increase satisfaction.

“By implementing NICE, we aim to improve customer journeys, process effectiveness, prevent fraud, and improve the relationship with our regulatory agency.”

Eduardo Mazon

Executive Director Banco BMG

Invest in CX solutions to connect the journey

Are you on the right track to meet your top KPIs and achieve immediate business results? See how these tools can help you connect all interactions with effective journey orchestration and digital-first, omnichannel strategy.

Automatic Contact Distribution

Connect customers with the right resource —and resolve more interactions—faster with ACD software.

Feedback management

Make the journey smarter by using customer feedback to resolve issues faster.

AI routing

Super-charge interactions with AI routing to achieve immediate business results measurable through your top KPIs.

CX chat

Meet customers on their preferred digital channels with one interface for all interactions and data collection.

White Papers

Ventana Research: Winning and Retaining the Modern Customer

These days, consumers aren’t easily impressed. It takes effort and strategy throughout the entire buying journey to sweep them off their feet and deliver an exceptional customer experience (CX).

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Case Studies

Fueling loyalty with digital

A leading transportation provider is driving customer loyalty with smart digital conversations.

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Webinars

You Asked: What are the key CX areas companies should be investing in this year and why?

In today’s uncertain business market, every company must increase their focus on retaining customers, regardless of size or industry. Companies need a solid foundation of customer experience (CX) solutions to deliver agility, but they also must continue to advance their efforts to keep pace with the competition.