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Category: Analytics

62 blogs

How to Overcome the Digital Experience Dilemma

Consumer demand for self-service has only intensified during the pandemic. Nearly two-thirds of CIOs (65%) have seen an increase in the use of self-service by customers or the general public, and 79% expect that usage to continue to grow, according to the Gartner CIO Agenda 2021. Already, some eight out of 10 enterprises today offer at least one self-service app, Forrester has found.

Building Smarter Self-Service: How NICE’s Enlighten XO Powers Businesses to Deliver Engaging CX Across Digital Channels

Demand for self-service is soaring. Consumers expect more than ever, beginning with the 24/7, always-available convenience of finding solutions to their problems themselves. Though most businesses now offer at least one self-service app, a Gartner survey found that just one in 10 customers report resolving their issue using self-service entirely.

Research Report: How to Maximize CX Through Analytics

The science of customer analytics has become increasingly sophisticated – so sophisticated, according to a report by Ventana Research, that organizations that try to assemble and develop their own analytics often find their customer analytics initiatives to be unmanageable and unreliable, with significant wasted time and effort and a less-than-optimal time to value.
Making the Case for AI in the Contact Center Answers to Your Top 8 Questions

Making the Case for AI in the Contact Center - Answers to Your Top 8 Questions

Artificial intelligence has the potential to transform the way your contact center operates and delivers customer experiences. That's why so many businesses are investing in bots, advanced analytics and AI-infused call center applications. But contact center AI shouldn't be used just for the sake of it - organizations should use it for very specific purposes to drive business results. The secret to AI success isn't in the adoption of AI, it's in how you use it.