Blog

I had a call with a large Enterprise customer of ours, and I quote: “If you would have told me 2 years ago that we will consider moving to the cloud, I would tell you that you’re hallucinating. However 2 years passed and we are now in discussions on the best approach of cloud migration. This is unbelievable..”

Cloud... Maybe the most spoken word today in tech companies, banks, contact centers and people around the world.

For many actors within a large enterprise, the increased revenues resulting from a well-executed customer experience program are their own reward. Frontline agents may find a great sense of fulfillment when encountering a genuinely delighted customer, or receiving a pristine survey response. And when the customers themselves find they're taking a journey with a brand that recognizes and serves them as individuals, demonstrates attentiveness and respect for their time, and enables simple, stress-free engagement across all channels…everyone wins.

Recently, Forrester published its first editions of two Wave™ reports, "Customer Journey Analytics Visioning Platforms, Q3 2017" and "The Forrester Wave™: Customer Journey Analytics Orchestration Platforms, Q3 2017." NICE was proud to be named a "Leader" in both reports, receiving among the top scores in the journey design and planning, as well as services, client experience and usability criteria.

Much has been written about the considerable value organizations can observe via thorough mapping, deep analysis, and broad visibility to the IVR journey. There’s a certain joy, however, in seeing customer experience and contact center professionals actually observe these benefits for the first time, in their own departments.

Customer Journey Solutions Mean Top-to-Bottom Optimization via Data Democratization.

CX Optimizations Are the Rx for Customer Understanding