Blog

In late September we announced the details of our latest release and update to the NICE cloud contact center solution. Included in this release is an exciting new agent interface, MAX - My Agent eXperience. MAX is a thin client program, powered by HTML5, which is designed to improve agent experience and efficiency with streamlined handling of...

“Data! Data! Data! I can’t make bricks without clay!” Sir Arthur Conan Doyle In the age of Big Data, more organizations are turning to analytics to provide insight into, amongst other things, their services, agents, customers and back office. Why, you ask? In the above quote by Sir Arthur Conan Doyle; his famous fictional detective Sherlock Holmes could...

​The future of customer experience seems to be what everyone is talking about these days. In this week’s CX Buzz we highlight two great pieces, one from Ben Davis [econsultancy.com] on what the future holds for retail CX, and one from Marc Magee [mycustomer.com] on the future of technology in CX. We also share great content from Huffington Post, Marketing Land and Flavio Martin’s Winthecustomer.com. Enjoy!

There are numerous opportunities for sales across the customer journey. Whether a customer is looking for deals on your site, checking their account on your mobile app or on the phone to an agent at your contact center - each touchpoint with a customer has an opportunity for a sale.

​Omar Akhtar guest blogs on Brian Solis’s blog about unifying your sales, marketing and service departments around the customer experience... Exactly! Add to that these brilliant pieces including; Dr Natalie Petouhoff’s [constellationr.com] “7 Ways for CMOs to Thrive When Leading CX”, Simon Yates [Gartner.com] on the Gartner 2015-2016 CMO Survey and Joe Ruiz [maximizesocialbusiness.com] talking about social capital fuelling CX marketing, and you have this week’s CMO Perspectives. Enjoy!

We are savvy enough as consumers to know that even great companies don’t do everything great. Clearly some companies do certain things better than others. The trick is to find companies with Best-in-Class products that are integrated with each other. For example, Google is simply better at storing photos than Apple, but Apple makes superior devices for...

​Many blind dates aren’t very successful. We all know that. But in today’s digital world blind dates are becoming a thing of the past, with Google, Facebook and others in the picture, nobody is blind unless they want to. So why do we still see blind dates in the world of customer service?