NICE, leading provider of on-premises and cloud-based enterprise software solutions recently announced a new customer experience metric. The Journey Excellence Score is an innovative new measurement designed to track the quality of customer experiences across a range of channels in the new multi-channel environment.
The Journey Excellence Score will be featured in the latest update of the NICE Customer Journey Optimisation system that arrived on the market on the 13 of November. NICE believes that their "JES" solution will help companies to better gauge customer experience so that they can find bottlenecks and gaps in the conversion journey.
The Evolving Customer Journey
While there have been numerous methods of customer experience measurement available over the years, many companies are still searching for the ideal solution in a world where CX is continually evolving and expanding. One common problem is the inability to track a consistent experience across multiple points of contact. This is an issue that the Journey Excellence Score from NICE aims to solve.
Designed to provide a comprehensive view of customer experience across every touchpoint, the Journey Excellence Score combines countless elements of multi-touch interactions with survey responses, sentiment scores and more to provide a better insight into customer satisfaction. The NICE solution even considers current scores like Average Handling Time and Customer Satisfaction Surveys. The innovative metric also evaluates various past and present journeys to help companies track the likelihood of customer complaints and churn.
Features of the Journey Experience Score
With their new metric, NICE hopes to provide organisations with not just a better overview of their customer experiences, but also actionable insights to help them transform the customer journey. Features include:
