Blog

The last couple years have seen an important turning point for customer service and customer experience. Think about it: we've witnessed vast improvements in digital customer service technology like artificial intelligence (AI) and live chat, both of which are certain to continue evolving. Many companies recognized the importance of digital customer service and CX as key differentiators. 89%...

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. The move to NICE and the NICE CXone cloud platform came soon thereafter. “It was a no-brainer,” said Philip Bennett, Empire Customer Service Operations Manager. By the time the home improvement and furnishings company...

Here’s the problem: 91% of customers expect a seamless experience when moving from one method of communication with a company to another (e.g., chat to phone). Yet only 24% of businesses give themselves an excellent rating in providing this seamless customer experience (CX). So, what are these stand-out organizations doing that the other 76% aren’t? You can...

"Why is that aircraft in San Salvador?" A customer posted the message along with a photo of the plane's tail number on JetBlue's Facebook page. It might seem like a trivial question, but the social care agent who responded knew it was important to the customer. There are aviation enthusiasts whose hobby is vicariously traveling around the globe by tracking an airline's fleet of...

Agility and ease are key concepts in digital customer service, regardless of your industry or the size of your business. We recently collaborated with T-Mobile, one of our clients, to learn more about how they offer better, more efficient digital customer service. Here's what we found out. T-Mobile was facing a commoditized market and needed to differentiate beyond price...

What do companies report after they move their contact center technology to the cloud? Many of them have achieved superior customer experience outcomes – like better customer satisfaction and likelihood to recommend. We surveyed more than 900 contact center leaders in the United States, United Kingdom, and Australia about key customer experience topics, including contact center...

They say the journey of a thousand miles starts with a single step. So I've been thinking: is it possible to sum up all the knowledge of the world's pioneers of innovative digital customer service into one quick and easy step that any brand can take? Well, the short answer is no. But by looking at examples from companies...