2019NICEinContactCustomerExperienceCXTrans

2019NICEinContactCustomerExperience(CX)TransformationBenchmarkGlobalFindings:Businessvs.Consumer©2019NICEinContact.Allrightsreserved.xxxExecutiveSummary.............................................................1Overview............................................................................2MajorFindings....................................................................3Methodology......................................................................5ChannelUsage.....................................................................6ChannelPerformance........................................................10ChatMomentum..................................................................19CustomerExperience(CX)Success...................................23SeamlessOmnichannelInteractions.................................27AIDisconnect.....................................................................29Firmographics.....................................................................33TableofContents2018CXTransformationBenchmarkXXXExecutiveSummary2©2019NICEinContact.Allrightsreserved.ExecutiveSummaryOverviewTheNICEinContactCustomerExperience(CX)TransformationBenchmarkisfieldedintheUS,UK,andAustraliawithtwosurveys,oneamongconsumersandoneamongcontactcenterdecisionmakers.Thisreportpresentsglobalfindingsfromthebusinesswaveoftheresearchandprovidescomparativeresultstotheconsumerstudypublishedin2018.Year-over-yearfindingsfortheUSareavailableandpresentedwhereapplicable.Thisreportincludes:∙Thechannelsthatbusinessesofferalongwiththeirownassessmentofthequalityoftheservicetheyprovide,acrossbothagent-assistedandself-servicechannels∙Comparisonsofwhatbusinessesreporttowhatconsumerssayabouttheiractualexperiencesacrosschannels,aswellasattitudesNICEinContactconductsthisstudyannuallyandtrackschangesovertime.3©2019NICEinContact.Allrightsreserved.ChannelPerformanceGaps∙Businessesunderestimatecustomersatisfactionwithagent-assistedmethodsoverall,andparticularlyunderestimatephone.∙Forself-servicemethods,businessesoverestimatecustomersatisfactionwithautomatedassistants/chatbotsandIVR.∙BusinessesgiveeverymethodofcommunicationahigherNetPromoterScore®thandoconsumers.ThelargestgapsareforIVR,automatedassistant/chatbot,email,text,andsocialmedia.ChatMomentum∙Businessesareincreasinglyofferingonlinechatandconsumerusageisincreasingsignificantly.∙Consumerandbusinessratingsforchatareallrelativelyhigh,includingforsatisfaction,easeofuse,likelihoodtorecommend,firstcontactresolution,andNetPromoterScore®.CustomerExperience(CX)Success∙BusinessesoverestimatetheirownCXsuccesscomparedtoconsumerperceptionsfor:–Makingiteasyforcustomerstogetissuesresolvedintheirpreferredchannels–ProvidingaconsistentcustomerserviceexperienceacrossthepurchasejourneySeamlessOmnichannelInteractions∙Providingseamlessomnichannelinteractionscontinuestobeimportanttoconsumers,butbusinessesgivethemselvespoorratingsinthisarea.AIDisconnect∙Businessesmisjudgeconsumers’desiretouseAIforcustomerservice,aswellasAI’sabilitytomakeiteasyforcustomerstogetissuesresolved.ExecutiveSummaryMajorFindingsToday’shighlycompetitiveexperienceeconomycallsforcompaniestoelevatetheirgame.Organizationsofallsizesnowmustconsistentlydeliverexceptionalcustomerexperiencestoachievebusinessgoalsanddrivegrowth.Thisresearchaimstohelpcustomerexperienceleadersbetterunderstandandimprovethecustomerserviceexperience,whileexpandingtheirservicechannelofferingandadvancingtheircontactcenteroperations.Theresearchfoundsignificantdifferencesinhowcustomersandbusinessesperceivethecustomerserviceexperience.Theresearchfoundsignificantdifferencesinhowcustomersandbusinessesperceivethecustomerexperience.4©2019NICEinContact.Allrightsreserved.ExecutiveSummaryComparisonofConsumersandBusinessesGloballyBoxarounddeltaindicatesastatisticallysignificantdifference.StattestingisnotusedforNPS®scores.Agent-assistedandself-servicepreferenceisanaggregateof#1mostpreferredrankingscores.%Satisfaction(9/10)%Preference(top3rank)NetPromoterScore®(NPS®)ChannelsConsumerBusinessDifferenceConsumerBusinessDifferenceConsumerBusinessDifferenceAgent-assisted4032-866%72%+6%423+19Videochatn/a45n/a520+15n/a32n/aOnlinechat4741-65342-112125+4Text3833-511143-225+27Phone[phone]+17Email353505343-10-919+28Socialmedia2931+21016+6-1017+27Self-service3635-133%28%-5%323+20Mobileapp4440-42120-12528+3Automatedassistant/chatbot2837+9914+5-825+33Website4137-45045-51421+7IVR2633+72016-4-2616+42Homeelectronicassistantn/a46n/a410+6n/a30n/a5©2019NICEinContact.Allrightsreserved.ExecutiveSummaryMethodologyThisreportpresentsglobalfindingsfromtheBusinesswaveoftheresearchandprovidescomparativeresultstotheConsumerstudypublishedin2018.Fielding∙TheconsumerwaveofresearchwasfieldedMarch-April2018∙ThebusinesswaveofresearchwasfieldedNovember-December2018Consumerscreeningcriteria∙Consumerswhocommunicatedwithacompanythroughacustomerserviceexperienceinthelastthreemonths∙US,UK,andAustralia∙N=2,407Businessscreeningcriteria∙ContactCenterdecision-makersacrossindustries∙US,UK,andAustralia∙N=905C