NICE inContact has announced findings from a research study that measured real-world consumer experiences, including most recent service interaction, satisfaction, and loyalty across communication channels. The 2018 survey, entitled “CX Transformation Benchmark Study,” reveals that use of digital channels is gaining ground, with email doubling and chat tripling among US consumers. This makes seamless omnichannel service a must in the current marketing environment.
Consumers in all regions are most satisfied with online....