NICE InContact：2019消费体验变革报告（英文版）(40页).pdf

1、2019 NICE inContact Customer Experience (CX) Transformation Benchmark Global Findings: Business vs. Consumer 2019 NICE inContact. All rights reserved. xxx Executive Summary .1 Overview .2 Major Findings .3 Methodology .5 Channel Usage .6 Channel Performance .10 Chat Momentum .19 Customer Experience

2、(CX) Success .23 Seamless Omnichannel Interactions .27 AI Disconnect .29 Firmographics .33 Table of Contents 2018 CX Transformation Benchmark XXX Executive Summary 2 2019 NICE inContact. All rights reserved. Executive Summary Overview The NICE inContact Customer Experience (CX) Transformation Benchm

3、ark is fielded in the US, UK, and Australia with two surveys, one among consumers and one among contact center decision makers. This report presents global findings from the business wave of the research and provides comparative results to the consumer study published in 2018. Year-over-year finding

4、s for the US are available and presented where applicable. This report includes: The channels that businesses offer along with their own assessment of the quality of the service they provide, across both agent- assisted and self-service channels Comparisons of what businesses report to what consumer

5、s say about their actual experiences across channels, as well as attitudes NICE inContact conducts this study annually and tracks changes over time. 3 2019 NICE inContact. All rights reserved. Executive Summary Major Findings Channel Performance Gaps Businesses underestimate customer satisfaction wi

6、th agent- assisted methods overall, and particularly underestimate phone. For self-service methods, businesses overestimate customer satisfaction with automated assistants / chatbots and IVR. Businesses give every method of communication a higher Net Promoter Score than do consumers. The largest gap