• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • EN
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

    CXone Mpower Platform

    • Workflows

      Automate every service workflow

    • Agents

      Maximize agent performance

    • Knowledge

      Centralize data and knowledge

    Customer Service Automation

    • Platform Overview

      Complete AI Platform for service automation

    • Integrations & Hubs

      Seamlessly connect your business systems

    • Trust and Compliance

      Ensure secure, reliable, and compliant operations

    • Developer Portal

      Access APIs, SDKs, and resources for building

    • CXexchange Marketplace

      Discover partner solutions to extend capabilities

    • User Communities

      Collaborate, learn, and share best practices

  • Products

    Complete CX Offerings

    • AI for Customer Experience

      Purpose-built AI for unparalleled CX automation

    • Digital and Self Service

      Friction-free customer experiences driven by conversational AI

    • Workforce Engagement Management

      Robust applications to optimize the employee experience (WEM)

    • Journey Orchestration and Routing

      Seamless customer journeys across voice & digital channels

    • Agent Assist

      AI-driven tools for real-time agent guidance and coaching

    • CX Analytics

      Actionable insights to continuously enhance the customer experience

    • Open Cloud Platform

      Innovative cloud-native foundation to rapidly scale extraordinary CX

    • All CX Offerings

  • Solutions

    By Industry

    • BPO

      Business Process Outsourcers

    • Financial Services

      Customer experiences that count

    • Government

      Elevate citizen trust

    • Healthcare

      Healthy patient experiences

    • Insurance

      Secure policyholder experiences

    • Retail

      Delight customers where they shop

    • Telecom

      CX for Telecommunications

    • Travel and Hospitality

      Strengthen traveler and guest loyalty

    By Business Initiative

    • Transform Experiences with AI

      Identify behaviors that drive frictionless customer experiences.

    • Boost Customer Loyalty

      Improve customer loyalty on every interaction across the journey

    • Call Center Software

      Empower your agents to provide better experiences—on every channel.

    • Drive Digital Transformation

      Integrate digital technology at the center of the customer experience

    • Move to the Cloud

      Elevate experiences and efficiencies by moving operations to the cloud

    • Unify CX Touchpoints with AI

      Unlock total awareness for your business with purpose-built AI on a unified platform

    • Increase Operational Efficiency

      Leverage AI and automation to increase agent retention and reduce costs

    • Improve Compliance

      Protect your consumers with pre-built compliance solutions

    • Engage and Empower Employees

      Create a workplace of truly engaged employees

    • Proactive Customer Engagement

      Elevate customer satisfaction with proactive conversational AI

    • Grow Revenues

      Boost conversions and win rates to accelerate financial success

  • Services

    Contact Center Services

    • Business Consulting

      Partnership for successful transformations

    • Contact Center Training

      Tailored education delivered by CX experts

    • Customer Support

      Global support you can depend on

    • Professional Services

      Relevant expertise, tools and know-how

    • Implementation Partners

      NICE CXone certified implementation partners

  • Resources

    Resources

    • Resource Library

      Whitepapers, datasheets, demos and more

    • Self-Led Training

      Professionally developed training courses

    • Blog

      CX industry guidance by contact center experts

    • Analyst Perspective

      Contact center reports from third party analysis

    • Events

      Upcoming events and webinars

    • Glossary of Terms

      Detailed descriptions of industry-related terms

    • Frequently Asked Questions

      Contact center focused FAQ

    • Customer Stories

      Driving success in every customer story

    • CX & Contact Center Guides

      Expert insights for superior CX

    • On-Demand Webinars

      Browse our extensive webinar catalog

    • Interactive Product Tours

      Explore the complete CXone cloud platform with our instant self-guided product tours.

    • Why NICE? Video Series

      Step Inside The Room Where It Happened to see CX AI in action

  • Company

    About NICE

    • About Us

      Powering seamless experiences in the cloud

    • NICE Leadership

      Meet our global leadership and executive team

    • Careers

      View job openings and learn about our culture

    • NICE Trust Center

      Securing your trust with every interaction

    • Events

      Upcoming Events & Webinars

    • Market Leadership

      Discover why NICE is the market leader

    • Press Releases

      Find the latest updates from NICE

    • Investors

      Investors relations, reports and filings

    • Corporate Responsibility

      In a world where you can be anything, be NICE

    • Global Office Locations

      Interactive map of office locations worldwide

    • Media Center

      Media contacts and resources

    • EN
      • English
      • Deutsch
      • Français
      • 日本
      • 简体中文
      • العربية
      • 한국
      • Español
    • Get in Touch
      • Login
      • Status
      • Support
      • Partners
      • Pricing
      • Careers
      linkedinlinkedinlinkedinlinkedin

    Company

    • About Us
    • Careers
    • Global Leadership
    • Media Center
    • Investors
    • Awards
    • Global Office Locations
    • Contact Us
    • CCaaS
    • Customer Experience
    • NICE Public Safety
    • NICE Actimize
    • NICE RPA

    Partners

    • NICE Partners Overview
    • Developer Partners (DEVone)
    • CXone Partner Portal
    • NICE Help Partner Portal
    • NICE User Group

    Customer Support

    • Customer Support Overview
    • CXone Support Login
    • NICE Customer Support

    Want to Learn More?

    Join the Newsletter

    STAY CONNECTED

    linkedinlinkedinlinkedinlinkedin
    • Terms of Use
    • Site Map
    • Privacy Policy
    • Legal
    • Cookies Settings
    • Accessibility
    © 2024 NICE

    Customer Feedback Unplugged: Transforming the Customer Journey with Customer Feedback

    by Estela Misso
    September 25, 2024
    Share

    The rise of customer journeys

    In a recent Gartner survey, the majority of customer service and support leaders (59%) said that delivering a seamless customer journey is among their top three priorities, and 15% said that it is their single top priority.[1]

    But as companies expand their omni-channel footprint, meeting customer expectations becomes increasingly challenging—and many companies are falling short.

    Customer experience ratings have been on the decline for three years and Forrester’s 2024 CX Index study found that they have just hit a new low, with an average score of 69.3 out of 100.[2]

    So, what can CX leaders do?

    We recently sat down for a video interview with Jeannie Walters, CCXP, CEO of Experience Investigators, to talk about why and how companies can harness the power of customer feedback to transform customer journeys in ways that have the most positive impact on CX. Jeannie has spent more than 20 years helping Fortune 500 and SMB companies alike find clarity in the world of customer experience.

    Use customer feedback to tailor individual experiences

    Customer feedback can be used to improve individual experiences, but before you start collecting and analyzing, you need to think about your goals—why you’re collecting feedback in the first place, and what you’ll do about what you learn.

    If you’re asking customers a lot of questions and you’re not prepared to take action on their responses, then you’re wasting their time.

    For example, Jeannie notes that if an organization knows that a specific journey has some sticky points or something that isn't as effortless or convenient as customers may want, direct customer feedback is a great way to really dig into the issue and find out exactly what customers are looking for. Then, organizations should apply those insights to take corrective action.

    Closing the loop with customers is the key to building trust, loyalty and improving outcomes. Customers want to feel heard and valued, but most companies never follow up on the feedback they receive, which leaves customers with the sense that they’re shouting into the void.

    Our blog post, Best practices for acting on VOC insights at scale, features three NICE customer case studies that demonstrate the positive results you can achieve when you effectively close the loop with customers.

    Use customer feedback to guide strategic decisions

    Moving on from one to many, organizations should also use customer feedback to guide their strategic decisions around customer journeys.

    Customers just want to accomplish something, and they want it to be fast, easy and seamless.

    Collecting feedback strategically along all customer journey touchpoints can help organizations answer key questions, such as:

    • What are we missing with customers?
    • What are they looking for that we are not delivering?
    • What is their emotional state throughout their experience or journey?
    • Are we delivering memorable experiences that create desired emotions and outcomes?

    For example: we want delighted customers, we want customers who are willing to refer others. Are we offering something special enough to remember and share with others?

    A journey-centric approach is critical to helping organizations understand what customers feel is missing now, and gaining insight into what customers really want in future digital experiences.

    Combining customer and employee feedback

    Employee feedback can also play an important role in improving customer journeys. Jeannie notes that a lot of organizations don't spend enough time on this—companies collect both structured feedback with surveys and transactional data points, but too often ignore unstructured feedback.

    She says, “Our contact center agents have a lot to tell us. They interact with people every day. We need to give them a place to share that feedback because then we'll start finding digital journey pain points before they get to that crisis point, before they get to that critical mass.”

    Customer-facing representatives should be encouraged to share exactly what they're hearing from customers about what is painful, as well as their own frontline view of what might become painful in the future.

    CX teams can use a voice of the customer solution, such as NICE CXone Feedback Management, to aggregate and analyze all structured and unstructured feedback, proactively uncover pain points, and create a closed-loop process to address them.

    Meet your customers where they are with omnichannel feedback

    If your objective is to use customer feedback to enhance customer journeys, you need to make it as easy as possible for customers to provide real-time feedback across every channel.

    That requires developing the right omnichannel feedback strategy and choosing the right technology to enable it. For example, with CXone Feedback Management, you can collect and analyze feedback across 30+ channels.

    As Jeannie notes in the video an omnichannel strategy is critical: “We want to look at the customer journey and understand all the different ways that they interact with our brand and allow customers the right touchpoint at the right moment so that they can provide that feedback right when they want to give it to us.”

    More companies are taking that advice to heart. A recent Gartner study found that companies are increasingly adopting an omnichannel customer feedback strategy, with email (74%), IVR/phone calls (59%) and social media (44%) being the top feedback channels.

    What success looks like

    When you use customer feedback to make informed, meaningful improvements to customer experiences, it delivers real business benefits, including:

    • Increased customer loyalty and reduced churn
    • Increased agent engagement
    • Improved CSAT and NPS
    • Improved business KPIs (higher revenue and LTV, reduced operational costs)

    Global organizations of all sizes across industries have achieved impressive results by using CXone Feedback Management to gather, analyze, and take action on customer feedback, for example:

    Harness the power of customer feedback

    So how can you set your organization up to achieve similar results?

    It starts by mapping the customer journey and creating a plan to collect and act on customer feedback at each key point along the journey.

    Jeannie stresses that having an action plan is key: “Know who you will be sending feedback to, who is responsible for it, what are you reporting out on, and what are the actual improvements that you could make.”

    Our eBook, Journey Mapping the Digital-First Customer Experience, co-written with Experience Investigators, can help you get started.

    With your plan in place, the right voice of the customer solution can empower your team to transform omnichannel feedback into valuable insights, and to take impactful action on those insights, at scale, to improve digital customer experiences.

    [1] Gartner: Create a Seamless Customer Journey (2023)
    [2] The Wall Street Journal: Customer Experience Gets Worse. Again (2024)

    About the Author

    Estela Misso

    Estela is a marketing technology professional with a decade of experience in the tech industry. She currently manages product marketing for CXone Feedback Management at NICE, leveraging her degrees from University College London and the State University of New York.

    See All Blogs

    Follow Us

    Follow us to get the latest news from your preferred Social Network

    linkedinlinkedinlinkedinlinkedin

    Popular Posts

    November 14, 2024

    Enhancing constituent experience in government: Strategies for efficient public service delivery

    Read

    November 12, 2024

    The State of CX report: We’ve got plenty to share from our abundance of riches

    Read

    November 6, 2024

    Customer Feedback Unplugged: Harnessing VOC insights to boost agent performance and elevate CX

    Read
    CXone Mpower: Automating every dimension of customer service on the ultimate AI hyper platform

    November 5, 2024

    CXone Mpower: Automating every dimension of customer service on the ultimate AI hyper platform

    Read

    October 29, 2024

    How a focus on soft skills empowers agents and boosts CX

    Read

    More from the blog

    Customer ExperienceNovember 14, 2024

    Enhancing constituent experience in government: Strategies for efficient public service delivery

    Read
    AINovember 12, 2024

    The State of CX report: We’ve got plenty to share from our abundance of riches

    NICE is lucky to have an abundance of riches—I’m speaking of data, of course. Through our proprietary AI built just for CX, we’ve gathered data for over three decades amounting to billions of interactions.

    Read
    Voice of the CustomerNovember 6, 2024

    Customer Feedback Unplugged: Harnessing VOC insights to boost agent performance and elevate CX

    Agent engagement and satisfaction have become proxy measures for CX success, because in study after study, it’s been proven that happier agents lead to happier customers.

    Read
    evolent-health
    ritter
    hire-right