Contact Center Leaders Confident in Artificial Intelligence’s (AI’s) Role in Delivering Exceptional Customer Experiences

NICE inContact CX Transformation Benchmark finds businesses are
optimistic about AI, but overrate their own CX success

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact, a NICE (Nasdaq: NICE) business, today
announced the findings of its second annual, comprehensive global
research study that gauges the changing attitudes of business contact
center leaders and consumers in key areas of customer experience. The 2019
NICE inContact Customer Experience (CX) Transformation Benchmark
business wave, polled contact center leaders in the United States,
United Kingdom, and Australia. The report compares global findings to
the 2018 consumer wave of the study, and includes year-over-year
findings for the US. Results reveal that businesses are confident in
artificial intelligence’s (AI’s) role in delivering exceptional customer
service experiences, but they overrate their own CX performance.
Compared to consumers, businesses overreach when estimating their own
net promoter scores (NPS), overrate their own CX success, and
underperform when it comes to delivering seamless omnichannel

Key findings:

  • Businesses express confidence in AI. The CX Transformation
    Benchmark found that 63 percent of contact center leaders agree that
    chatbots and virtual assistants make it easier for consumers to get
    their issues resolved, and 68 percent of those surveyed agree that
    consumers want to use virtual assistants to interact with them.
    Findings show that significantly more US businesses now offer
    automated assistants / chatbots online, at 54 percent compared to 44
    percent the prior year.
  • Business overreach in self-assigned Net Promoter Score®
    Compared to consumers, businesses give themselves higher
    net promoter scores for every method of communication tested.
    Businesses overestimate most channel-specific NPS by broad margins.
    For example:

    • Automated Assistant / Chatbot: While consumers award automated
      assistants an NPS of -8, businesses estimate they earn an NPS of
      25, for a gap of 33 points.
    • Email: The consumer NPS for email is -9 while the business NPS is
      19, for a gap of 28 points.
    • Text: Consumers give text a -2 NPS while businesses estimate 25,
      for a gap of 27 points.
  • Businesses overrate their CX success. Businesses are 15 percent
    more likely than consumers to agree that they make it easier for
    consumers to get their issues resolved in their preferred channels,
    and that they provide a consistent customer service experience across
    the purchase journey.
  • Businesses understand the value of omnichannel experiences, but
    While 93 percent of businesses agree that consumers
    expect companies to provide a seamless experience when moving between
    channels, only 24% of businesses globally give themselves an excellent
    rating on allowing consumers to switch seamlessly between methods of

“We are at an inflection point for AI in the contact center. AI
innovations are at their best when paired with the human touch and
deployed to address targeted customer and agent experience
opportunities. AI in the contact center has the potential to add
significant value to customer experience outcomes and operational
performance,” said Paul Jarman, CEO NICE inContact. “The CX
Transformation Benchmark shows contact center leader confidence in AI,
and we join them in delivering end-to-end
AI capabilities
that span the entire customer and agent experience,
to empower organizations of all sizes to stay one step ahead of customer

Companies of all sizes now compete in the experience economy to attract
new customers, and build customer loyalty and advocacy. The CX
Transformation Benchmark shows that companies in all industries can no
longer rely on product quality or price alone – they must consistently
deliver exceptional customer experience to drive topline and bottom line
growth. Closing the perception vs. reality gap between how businesses
believe they are executing on their customer experience strategy and how
customers are engaging with their brands is critical to sustainable

About the 2019 NICE inContact Customer Experience (CX) Transformation
Benchmark, Business vs. Consumer

NICE inContact surveyed more
than 900 contact center decision makers in the US, UK, and Australia.
The report presents global findings from the business wave of the
research and provides comparative results to the consumer study
published in 2018. For more information and to download the full
research report, please click

About NICE inContact
NICE inContact is the cloud contact
center software leader with the world’s #1 cloud customer experience
platform. NICE inContact CXone™ combines best-in-class Omnichannel
Routing, Analytics, Workforce Optimization, Automation and Artificial
Intelligence on an Open Cloud Foundation. NICE inContact’s solution
empowers organizations to provide exceptional customer experiences by
acting smarter and responding faster to consumer expectations. NICE
inContact’s DEVone developer program is an extensive partner ecosystem,
providing applications from partner companies on the CXexchange
marketplace that are designed to integrate with CXone. NICE inContact is
recognized as a market leader by the leading industry analyst firms.

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud
and on-premises enterprise software solutions that empower organizations
to make smarter decisions based on advanced analytics of structured and
unstructured data. NICE helps organizations of all sizes deliver better
customer service, ensure compliance, combat fraud and safeguard
citizens. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, are using NICE

Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks of
their respective owners. For a full list of NICE’s marks, please see:

Forward-Looking Statements
This press release
contains forward-looking statements as that term is defined in the
Private Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Paul Jarman are based on the
current beliefs, expectations and assumptions of the management of NICE
Ltd. (the Company). In some cases, such forward-looking statements can
be identified by terms such as believe, expect, may, will, intend,
project, plan, estimate or similar words. Forward-looking statements are
subject to a number of risks and uncertainties that could cause the
actual results or performance of the Company to differ materially from
those described herein, including but not limited to the impact of the
global economic environment on the Company’s customer base (particularly
financial services firms) potentially impacting our business and
financial condition; competition; changes in technology and market
requirements; decline in demand for the Company’s products; inability to
timely develop and introduce new technologies, products and
applications; difficulties or delays in absorbing and integrating
acquired operations, products, technologies and personnel; loss of
market share; an inability to maintain certain marketing and
distribution arrangements; and the effect of newly enacted or modified
laws, regulation or standards on the Company and our products. For a
more detailed description of the risk factors and uncertainties
affecting the company, refer to the Company’s reports filed from time to
time with the Securities and Exchange Commission, including the
Company’s Annual Report on Form 20-F. The forward-looking statements
contained in this press release are made as of the date of this press
release, and the Company undertakes no obligation to update or revise
them, except as required by law.


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