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The 3 Stages Toward AI-powered, Digital-First Journey Excellence


How can newer technology improve today’s digital-first customer experiences (CX)? Where is artificial intelligence (AI) making a difference?

Customer experience strategy and operations are undergoing a massive evolution, relying less on phone calls and in-person engagements in favor of digital and self-service. Leading companies focused on CX transformation understand the power technology lends to their efforts and are investing in solutions such as analytics and AI to improve customer experience. 

This exclusive report from CRM Media, sponsored by NICE CXone, surveyed 300 customer service managers to uncover CX best practices and strategies to drive results.

To understand how leading companies have embraced technology to deliver a superior customer experience, we examine the best practices and strategies of enterprises across three stages of digital excellence.

Survey findings reveal key differences between innovators from developing organizations:

  • Creating connected, intelligent interactions for frictionless digital journeys
  • Utilizing AI and automation to improve customer experience
  • Shifting rapidly to self-service to reduce customer effort and call volumes
  • Sharing insights and data across employee teams and across the enterprise


Get the report today to see what it takes to level up for exceptional CX!

Data report

2022 Digital-first CX report

New findings reveal the disconnect between business perception and customer reality.

White Papers

How to deliver frictionless customer experiences

Key trends, tips and tools you can put to use this year to deliver great customer experiences amid significant change.


Top 10 contact center digital and self-service innovations

A great customer experience and customer satisfaction begins by giving your customers the control they want and expect. In fact, our findings show that 84% of customers are more willing to do business with companies that offer smart self-service options.