Blog

In our “CX One on One” series, we meet the dynamic and talented team members behind the scenes at NICE representing all the facets of the world’s #1 cloud native customer experience platform.

Your customers constantly drop breadcrumbs of data about who they are, what makes them special, and how they want you to recognize and care for them. Follow their trail and it won’t be long until you get ahead of them.

The customer satisfaction survey has long been a tool for CX-focused businesses to collect feedback from their customers. Surveys allow people to tell brands what is or isn't working regarding aspects of their experiences such as product quality, customer service, and website performance.

The value of strong disaster continuity plans has never been more prevalent than it is today—especially for government agencies helping citizens with extremely time-sensitive needs.

If your contact center is planning to upgrade its customer experience software, you'll find you have plenty of options. In fact, you'll come across a potentially confusing array of choices.

Contact centers have been implementing new digital channels like wildfire. Fueled by the pandemic lockdowns, digital communication methods, such as online chat and messaging, are an effective way for homebound customers to receive help and for businesses to stay in touch with customers to continue nurturing relationships.

With so much emphasis on customer experience (CX) these days, many organizations are investing in new CX technology for their contact centers. In fact, our 2022 Digital-First research revealed that a high percentage of businesses were planning to invest in digital customer support channels such as chat (58%), visibility in search (59%), and website (61%).