This year, NiCE surveyed 12,000+ consumers and 270 C-suite leaders from enterprise companies. In doing so, the company uncovered many intriguing insights into the state of customer service.
CX Today's Charlie Mitchell is joined by Barry Cooper, President of CX at NiCE and Omer Minkara, VP & Principal Analyst at Aberdeen Research.
Key talking points:
Global Happiness Is Down, But Customer Service Happiness Is Up
Here, the speakers explore the fundamental shifts in consumer expectations or brand behavior seem to explain this trend.
AI Is Having a Tangible "Wow Effect" on Customer Service Experiences
Providing a "wow" moment is one thing, ensuring it translates into genuine value and improved value is another. The speakers explain how to get the balance right.
AI is Building Consumer Trust and Confidence
41 percent of consumers reported increased trust in brands that leverage AI, while 21 percent reported less trust. Cooper and Minkara debate: why?