2020 NICE inContact CX Transformation Benchmark Brings AI to Fore

The rollercoaster ride that is the year 2020 is almost over, promise. To say there have been challenges would be an understatement, but obstacles offer opportunity providing a window into the future of work, the WFH reality and what that means for the customer experience.

The week, NICE inContact revealed the results of the 2020 NICE inContact Customer Experience (CX) Transformation Benchmark, and businesses are investing in artificial intelligence as well as digital channels to improve CX.

"Digital is a fundamental part of customers' lives," said Paul Jarman, NICE inContact CEO. "If you're not available in those channels and offering effective and efficient service in them, customers will take notice. That said, creating differentiation and value requires more than checking the box, but rather using digital as a launchpad to build exceptionally memorable experiences. This year's CX Transformation Benchmark shows that contact centers aren't willing to be left behind, and they see new opportunities in improving acquisition, retention and growth."

Some of the notable trends coming from the survey include: preference for self-service versus agent-assisted channels changing in the contact center. IVR, chatbots and website assistance are gaining momentum as preferred self-service channels, seeing a 15% increase from 2019 to 2020 at 43%. As such, agent assisted channels like email or phone decreased by 15% to 57%.

Nearly 60% of contact center aim to improve their website, 43% will turn to new channels, 42% are exploring new contact center technology and 35% are making seamless communications the primary area of CX focus.

To nobody’s surprise, AI is on the uptick, have a home in nearly 70% of contact center, jumping almost 20 points from 2019 – 71% of businesses fee chatbots make it easier to resolve customer issues. That said, there is still some reticence, as 90% of businesses feel AI still needs some more smarts before it becomes customers preferred method of engagement. At the time of the study, 40% of those surveyed stated making some sort of AI investment in their organizations.

Another notable result from the study is a snapshot of social media, highlighting that more than 70% of business today leverage the channel for customer service, growing 13 points since 2019.

What’s in your contact center?

Edited by Maurice Nagle