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What is Transforming Customer Experience?

Transforming customer experience is the process of fundamentally altering the impressions businesses make on their customers so that their customers have a higher opinion of the brand. Transforming customer experience typically requires organizations to optimize processes and technology, and align employees and the organization on customer experience strategies and goals.

Gartner determined that most businesses currently compete on the basis of customer experience, making it critical that every impression a customer receives of the brand - from Facebook ads to storefront window displays - is of a consistently high quality. Businesses that are successful at transforming customer experience can realize the following benefits:

How contact centers can contribute to transforming customer experience

Customer service is a touchpoint that can make a high impact impression on a customer. Finding resolutions to billing issues, website glitches, or product defects can be the most important interaction a customer has with a company. This means contact centers need to do their part in transforming customer experience. Here are some options.

How NiCE is Redefining Customer Experience

NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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