Andy Traba, Director, Product Management and Product Marketing, NICE Nexidia

Abby Monaco, Sr. Product Marketing Manager, NICE Nexidia

Ken Brisco, Sr. Product Marketing Manager, NICE Nexidia

Lauren Maschio, Product Marketing Manager, NICE Nexidia

In the landscape of today’s business world, meeting and exceeding customer experience demands is more important than ever. To address those demands, it is vital that companies find ways to provide consistent and engaging service experiences. Analytics can help achieve that goal by uncovering insights and identifying trends.

NICE Nexidia conducted a 2019 State of Analytics in Customer Service survey of more than 3000 consumers to understand their customer service interaction preferences, concerns, and expectations. Join this roundtable discussion as key findings are discussed, including:

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

- How agent interactions are key components of customer service success

- Why organizations must rethink their online chat strategy to win over consumers