Companies of all sizes now compete in the experience economy to attract new customers and build customer loyalty and advocacy. No longer able to rely on product quality or price, companies must consistently deliver exceptional customer experience to drive bottom line growth. The question you need to be asking is “Can your contact center keep up with changing consumer demands?”

With fierce competition and dozens of service channels available, customer service leaders must continuously monitor and improve customer experience, while also expanding their service channels and fine-tuning their contact center operations to meet consumer demand for speed, convenience and personalization.

The second annual NICE inContact Customer Experience (CX) Transformation Benchmark reports (download below) on more than 2,400 consumers’ most recent customer service experience across 11 different channels – both Agent-assisted and Self-service – on over 4,600 interactions. This is the only research study that measures real-world consumer experiences including satisfaction, loyalty and advocacy, including Net Promoter Score® (NPS), by communication channel.

The 2018 NICE inContact Customer Experience (CX) Transformation Benchmark reveals that consumers expect more and are willing to buy more from companies that deliver exceptional customer experiences. They are also willing to switch companies due to poor customer service.

  • 89% of consumers are willing to buy more and 82% are willing to go out of their way to buy from companies the deliver exceptional customer experience.
  • 80% of consumers are willing to switch companies due to poor customer service.

Consumers want true omnichannel customer service, and service that is seamless, convenient and quick. But only 35% of consumers are highly satisfied with their experience!

The report includes consumers from three countries – United States, United Kingdom and Australia – with year-over-year results for US (2018 vs 2017), and new benchmark data for UK and Australia. The 2018 survey reveals that use of digital channels is higher than phone – however use of “automated assistants” or chatbots by consumers for recent service interactions is still limited at only 8% globally.

The CX Transformation Benchmark year-over-year results among US consumers show a shift toward digital channels for service – use of email doubled and chat tripled. Consumers in all regions are most satisfied with online chat with a live agent, compared to ten other channels evaluated. 56% of US consumers surveyed are highly satisfied with chat interactions.

The study also provides stronger opinions from consumers about artificial intelligence as AI becomes more prominent in contact center technology. Nine in 10 consumers prefer to chat with a live agent rather than a chatbot or virtual assistant. Consumer satisfaction with automated assistants is low, with only 27% of users giving a 9 or 10 rating out of 10.

Businesses are no longer just being measured against their direct competitors – they are being measured against every positive customer experience a consumer has ever had, and the results show this to be true.

Can your contact center keep up with changing consumer demands? We help our customers evaluate the leading call center solutions that enable the personalized service consumers demand while improving efficiency and cost savings to the contact center manager and company leadership. Contact us to learn how you can improve your bottom line.