,2019,NICE inContact Customer Experience (CX) Transformation BenchmarkGlobal Findings: Business vs. Consumer,Executive Summary . 1Overview . 2Major Findings. 3Methodology . 5Channel Usage . 6Channel Performance . 10Chat Momentum. 19Customer Experience (CX) Success. 23Seamless Omnichannel Interactions . 27AI Disconnect . 29Firmographics . 33,Table of Contents,Executive Summary,Overview,The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, UK, and Australia with two surveys, one among consumers and one among contact center decision makers.This report presents global findings from the business wave of the research and provides comparative results to the consumer study published in 2018. Year-over-year findings for the US are available and presented where applicable.This report includes:The channels that businesses offer along with their own assessment of the quality of the service they provide, across both agent- assisted and self-service channelsComparisons of what businesses report to what consumers say about their actual experiences across channels, as well as attitudesNICE inContact conducts this study annually and tracks changes over time.,Channel Performance GapsBusinesses underestimate customer satisfaction with agent- assisted methods overall, and particularly underestimate phone.For self-service methods, businesses overestimate customer satisfaction with automated assistants / chatbots and IVR.Businesses give every method of communication a higher Net Promoter Score® than do consumers. The largest gaps are for IVR, automated assistant / chatbot, email, text, and social media.,Chat MomentumBusinesses are increasingly offering online chat and consumer usage is increasing significantly.Consumer and business ratings for chat are all relatively high, including for satisfaction, ease of use, likelihood to recommend, first contact resolution, and Net Promoter Score®.,Customer Experience (CX) SuccessBusinesses overestimate their own CX success compared to consumer perceptions for:Making it easy for customers to get issues resolved in their preferred channelsProviding a consistent customer service experience across the purchase journeySeamless Omnichannel InteractionsProviding seamless omnichannel interactions continues to be important to consumers, but businesses give themselves poor ratings in this area.AI DisconnectBusinesses misjudge consumers desire to use AI for customer service, as well as AIs ability to make it easy for customers to get issues resolved.,Executive Summary,Major Findings,Todays highly competitive experience economy calls for companies to elevate their game. Organizations of all sizes now must consistently deliver exceptional customer experiences to achieve business goals and drive growth. This research aims to help customer experience leaders better understand and improve the customer service experience, while expanding their service channel offering and advancing their contact center operations.The research found significant differences in how customers and businesses perceive the customer service experience.,The research found significant differences in how customers and businesses perceive the customer experience.,Executive Summary,Comparison of Consumers and Businesses Globally,Executive Summary,Methodology,This report presents global findings from the Business wave of the research and provides comparative results to the Consumer study published in 2018.,FieldingThe consumer wave of research was fielded March-April 2018The business wave of research was fielded November-December 2018,Consumer screening criteriaConsumers who communicated with a company through a customer service experience in the last three monthsUS, UK, and AustraliaN=2,407,Business screening criteriaContact Center decision-makers across industriesUS, UK, and AustraliaN=905,Channel UsageAgent-assisted & Self-service,Channel Usage,Agent-assisted methods are more common across countries,CC2. Thinking about all the service experiences customers have with your company, what proportion of those experiences fall into each of two main categories: Agent-assisted and Self-service?,Businesses across the world estimate about six in ten customer service experiences are agent- assisted and four in ten are self- service.,Average Estimate of Agent-assisted Versus Self-service Customer Service Experiences,37.9%62.1%,Agent-assisted Self-service,7,© 2019 NICE inContact. All rights reserved.,Most organizations offer phone, email, chat and social media; nearly all offer websites,Across countries, being able to call and speak to a live representative is the most popular method of agent-assisted communication offered by businesses, followed closely by email.,Video chat is offered much less frequently than other means of agent-assisted communications.,The majority of organizations allow customers to visit their company website to interact with the organization.,Agent-assisted Methods of Communicating with Customers,Self-service Methods of Communicating with Customers,Channel Usage,CC1A. In which Agent-assisted ways does your company communicate or interact with customers? Please select all that apply. CC1B. In which Self-service ways does your company communicate or interact with customers? Please select all that apply.,Agent-assisted Self-service,59%,67%,82%,88%,Call to speak to a liverepresentative,Email the company,Chat online with a liverepresentative,Post a question or comment on social media (such asFacebook or Twitter),Text message on theirmobile device,Video chat with a liverepresentative,46%,8,© 2019 NICE inContact. All rights reserved.,48%,49%,83%,Visit the companyswebsite,Automated phone menu for the entirecall (IVR),Companys mobileapp,Automated or virtual assistant online or on their mobile phone (for example, chatbot)Home electronic,US organizations report an increase in offering online chat and online assistants / chatbots, and a drop in IVR,Compared to 2017, significantly more US organizations say they offer online chat with a live representative and online assistant/ chatbot.,Significantly fewer say they allow customers to use an automated phone menu for the entire call.,Channel Usage,US Tracking Year-over-Year: Agent-assisted Methods of Communicating with Customers,US Tracking Year-over-Year: Self-service Methods of Communicating with Customers,CC1A. In which Agent-assisted ways does your company communicate or interact with customers? Please select all that apply.CC1B. In which Self-service ways does your company communicate or interact with customers? Please select all that apply. *Wording changed for responses between 2017 and 2018.,51%,56%,82%,44%,53%,78%,83%,59%,67%,79%,88%,52%,46%,81%,85%,Visit the companyswebsite,Automated phone menu for the entirecall (IVR),Companys mobileapp,Automated or virtual assistant online or on their mobile phone(for example, chatbot),Call to speak to a liverepresentative,Email the company,Chat online with a liverepresentative,Post a question or comment on social,54%*,White arrows indicate statistically significant difference at the 95% confidence level.© 2019 NICE inContact. All rights reserved.,9,Channel PerformanceSatisfaction, Preference, Likelihood to Recommend/Net Promoter Score®, Ease of Use, First Contact Resolution (FCR),Businesses underestimate customer satisfaction with phone, and overestimate satisfaction with online assistants / chatbots and IVR,Businesses are significantly less likely to rate phone as highly satisfying to customers compared to consumers own ratings.,Conversely, they rate their customers satisfaction with automated assistants / chatbots and automated phone menus significantly higher than customers do.,Channel Performance,Satisfaction with Self-service Methods of Communication: Highly Satisfied (9/10),CH1. For each method below that your customers can interact with the company in an Agent-assisted fashion, overall how satisfied are customers with this method of communication during their experience? CH2. For each method below that your customers can interact with the company in a Self-service fashion, overall how satisfied are customers with this method of communication during their experience?Black arrows indicate statistically significant difference at the 95% confidence level.,Consumer Business,Consumer Business,Significantly Higher Significantly Lower,Overall Satisfaction:,Business: 37%Consumer: 38%Satisfaction with Agent-assisted Methods of Communication: Highly Satisfied (9/10),31%,35%,33%,36%,41%,32%,29%,35%,38%,44%,47%,40%,AGENT-ASSISTED,Online Chat,Phone,Text,Email,Social Media,37%,40%,35%,41%,44%,36%,SELF-SERVICE,Companys mobileapp,Companys website,Automated assistant,11,© 2019 NICE inContact. All rights reserved.,Consumers prefer email and online chat more than businesses,Channel Performance,Consumers are significantly more likely to give email and online chat a top 3 ranking than businesses.,Conversely, businesses are significantly more likely to prefer interacting with their customers via video chat, social media, virtual assistant / chatbot and/or home electronic virtual assistants.,Preferred Way to Interact with Customers: Top 3 Ranking,CP1. Please rank the top three ways that your company would prefer to interact with a customer during a service experience from the list below. White/green arrows indicate statistically significant difference at the 95% confidence level.,Consumer Agent-assisted Business Agent-assisted,Business Self-service,Consumer Self-service,Significantly HigherSignificantly Lower,10%,16%,20%,42%,43%,60%,4%,11%14%,10%,20%,5%20%,21%,53%,53%,50%45%,63%,Call to speak to a live representative,Visit the companys website,Email the company,Chat online with a live representative,Use companys mobile app,Video chat with a live representative,Automated phone menu for the entire call (IVR),Text message on their mobile device,Home electronic virtual assistant device,12,© 2019 NICE inContact. All rights reserved.,Consumers and businesses are in agreement on distaste for social media interaction,Channel Performance,Both consumers and businesses rank social media as their least preferred method for interaction.,Businesses are significantly more likely to report that text message and email are their least preferred methods of interacting with their consumers.,On the other hand, consumers are significantly more likely to say their least preferred methods are IVR and video chat.,Least Preferred Method to Interact with Customer,4%,5%,5%,5%,8%,9%,11%,11%,12%,14%,17%,3%,6%,3%,5%,5%,17%,10%,16%,6%,12%,17%,Post a question or comment on social media,Home electronic virtual assistant device,Text message on their mobile device,Automated phone menu for the entire call (IVR),Automated or virtual assistant online or on their mobile phone (for example, chatbot),Video chat with a live representative,Email the company,Call to speak to a live representative,Chat online with a live representative,Use companys mobile app,Visit the companys website,Consumer Agent-assisted Business Agent-assisted,Business Self-service,Consumer Self-service,Significantly HigherSignificantly Lower,CP2. And from the list below, which is the LEAST-preferred method that your company would prefer to interact with a customer during a service experience? Please select one response. White arrows indicate statistically significant difference at the 95% confidence level.© 2019 NICE inContact. All rights reserved.,13,Businesses underestimate customers likelihood to recommend their company based on their experience with online chat, app and website,Channel Performance,Compared to customers, businesses are significantly more likely to say customers would be highly likely to recommend their company based on text and IVR interactions.,However, businesses are less likely to say consumers are highly likely to recommend their company based experiences with:Online chatMobile appWebsite,Likelihood to Recommend Agent-assisted Method of Communication:Highly Likely to Recommend (9/10),Likelihood to Recommend Self-service Method of Communication:Highly Satisfied (9/10),CH5. For each method below that your customers can interact with the company in an Agent-assisted fashion, how would you rate how likely customers would be to recommend your company to others if asked by family, friends or colleagues, based on their experience with that channel? CH6. For each method below that your customers can interact with the company in a Self-service fashion, how would you rate how likely customers would be to recommend your company to others if asked by family, friends or,Consumer Business,Consumer Business,Significantly Higher Significantly Lower,37%,37%,42%,42%,37%,26%,45%,36%,49%,39%,37%,37%,39%,40%,43%,36%,33%,34%,44%,48%,36%,40%,SELF-SERVICE,Companys mobile app,Automated assistant on your mobile phone (for example,chatbot),Companys website,Automated phone menu,AGENT-ASSISTED,Text,Online chat,Phone,Email,Social media,colleagues, based on their experience with that channel?White arrows indicate statistically significant difference at the 95% confidence level.© 2019 NICE inContact. All rights reserved.,14,Businesses give every method a higher Net Promoter Score® when asked to rate how likely consumers would be to recommend their company,Channel Performance,CH5. For each method below that your customers can interact with the company in an Agent-assisted fashion, how would you rate how likely customers would be to recommend your company to others if asked by family, friends or colleagues, based on their experience with that channel? CH6. For each method below that your customers can interact with the company in a Self-service fashion, how would you rate how likely customers would be to recommend your company to others if asked by family, friends or colleagues, based on their experience with that channel?© 2019 NICE inContact. All rights reserved.,