Analytics technology is essential for meeting the demand for more personalized, secure, and effective communications

January 21, 1:00 pm EST

When it comes to building a valuable and successful CX program, it is vital that businesses first understand what their customers want and expect. Equally as vital is using analytics to help achieve that goal by uncovering insights and identifying trends.

To help our customers in their endeavor for improved customer understanding and customer experience, NICE Nexidia surveyed 3,000 consumers across the United States and United Kingdom to probe for trends in how they interact with contact centers, and what they expect from the organizations they do business with.

Download this whitepaper to read more on our key findings, and ways in which analytics can be used to address them. Topics include:

- Why personalization across all channels is the expectation, not the exception

- How agent interactions are key components of customer service success

- Making interactions effortless is critical

Download the Report

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