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The divide between what a business offers and what customers want needs to be bridged.
Exactly what is the CX divide and how can you cross it to meet your customers’ expectations?
Customer service is and will continue to be one of the most critical aspects of a business. Billions of dollars are spent every year to improve CX relationships and delight customers. In the 2022 Digital-First Customer Experience Report, NICE asked consumers and business leaders to reflect on self-service and the digital-first customer journey. The results show that while businesses are making great efforts, a gap still needs to be closed to meet customers’ expectations.
Key areas of improvement are:
Customer service is and will continue to be one of the most critical aspects of a business. Billions of dollars are spent every year to improve CX relationships and delight customers. In the 2022 Digital-First Customer Experience Report, NICE asked consumers and business leaders to reflect on self-service and the digital-first customer journey. The results show that while businesses are making great efforts, a gap still needs to be closed to meet customers’ expectations.
Key areas of improvement are:
- Self-service: 81% of customers want better self-service, yet companies believe that number is only 60%
- Brand loyalty: 57% of consumers will abandon a brand after one to two negative CX interactions but only 34% of businesses believe that’s true
- Smart offerings: 36% of consumers want more intelligent self-service, but only 11% of businesses are prioritizing it
- Options: 81% of consumers expect more self-service options, but 40% of businesses think they have enough
Exceed expectations by bridging the self-service gap today.
