NICE 2022 Digital First Customer Experience Report Related Articles The Digital Customer Experience Is Changing. Is Your Brand on Board? Ideas to Improve Customer Self-Service Why Include Human Interaction in a Seamless Digital Customer Experience 23 Considerations to Make Before Implementing a New Digital Channel © vectorhot - Adobe Stock - 274222736 135 Filed under - Contact Centre News, NICE NICE has announced the release of its 2022 Digital-First Customer Experience Report, which highlighted significant gaps between company and consumer perceptions of current digital and self-service channels. As noted in the report, 81 percent of consumers say they want more self-service options, yet only 15 percent of consumers expressed a high level of satisfaction with the tools provided to them today, whereas businesses believe 53 percent of consumers are very satisfied with their self-service. This despite 95 percent of companies reporting a major increase in self-service requests in 2021, indicating a rapid growth in consumer demand for greater speed and convenience. The 2022 Digital-First Customer Experience Report was designed to compare the perspectives of businesses and consumers regarding self-service and digital channels, drawing on responses from 1,320 respondents in the United States and the United Kingdom. NICE noted that consumer expectations are increasing as digital and self-service channels proliferate and evolve, which has led to companies searching for insights into customer experience and brand loyalty. The NICE report is intended to meet that need, revealing potential blind spots among service providers and helping them improve their digital and self-service options. For example, although 36 percent of consumers say they would like to see companies make their self-service smarter, less than 11 percent of businesses are making that a priority. More generally, the NICE report indicates that 95 percent of consumers place great importance on customer service which impacts brand loyalty. Online self-service and easy access to their preferred channels are two of the top customer service factors in their decision regarding brand loyalty. The majority of consumers (57%) surveyed said they would abandon a brand after one or two negative digital customer service interactions, yet most businesses tend to underestimate how quickly that could happen. Nonetheless, the survey does show that companies recognize the importance of current digital channels to consumers and are attempting to improve their availability. In 2022, the top digital channels companies are planning to expand significantly are chat (47%), website access (44%), and search options (42%). Paul Jarman, NICE CXone CEO, said, “Avoiding friction is the key factor today in shaping opinions and differentiating between brands consumers love and those they feel are not worth their time. “We undertook the 2022 Digital-First Customer Experience Report in order to provide companies with the consumer’s viewpoint and to help them set priorities that drive frictionless experiences. “While focusing on digital-first interactions, our report underscores the importance of both agent-assisted and self-service channels, with businesses primarily wanting the ability to choose whichever option they prefer at any given time. “This confirms the need for Customer Experience Interactions (CXi), a new approach that focuses on the end-to-end digital customer journey, requiring a complete customer experience platform that only NICE CXone offers.” A complimentary copy of the report is available here. For more information about NICE - visit the NICE Website About NICE NICE is a leading global enterprise software provider that enables organizations to improve customer experience and business results, ensure compliance and fight financial crime. Their mission is to help customers build and strengthen their reputation by uncovering customer insight, predicting human intent and taking the right action to improve their business. Find out more about NICE Author: NICE Published On: 24th May 2022 Read more about - Contact Centre News, NICE Recommended Articles The Digital Customer Experience Is Changing. Is Your Brand on Board? Ideas to Improve Customer Self-Service Why Include Human Interaction in a Seamless Digital Customer Experience 23 Considerations to Make Before Implementing a New Digital Channel Related Reports Webinar Replay: Improving Contact Centre Efficiency White Paper: Why You Should Migrate Your Customer Experience Operations eBook: Cut Contact Center Costs Without Straining Employees Report: The State of the Market for Workforce Engagement Solutions Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to Webinars & Events Weekly Newsletter