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Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman.
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman.
Even the most customer-centric businesses can overestimate their performance or miss the broad trends in customer behavior. That is why NICE inContact conducts annual surveys that track the customer experience from the perspective of businesses and consumers. CRM Buyer discussed the recent findings and related issues in more detail with the company's CEO Paul Jarman.
Apr 5, 2021 11:42 AM PT If your business does not provide customers with self-service options, you might be encouraging potential customers to go elsewhere. According to the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, Consumer Wave, eight in 10 consumers are more willing to do business with companies that offer self-service options. Yet only 61 percent agree that companies are offering easy, convenient self-service. NICE inContact last month announced a new education series and resources to help companies apply self-service best practices using smarter artificial in...