The State of CX: Real insights from the largest CX dataset

Exceeding customer expectations is critical in today’s competitive market. But what's the real impact of exceptional CX on your bottom line? NICE's groundbreaking research provides answers from the analysis of billions of interactions, along with more CX insights you won’t find anywhere else.

The State of CX report reveals a compelling link: businesses with the highest customer sentiment scores outperform peers in stock returns—learn by how much in the research. An investment in CX isn't just about satisfaction—it's about driving shareholder value.

As the only vendor with purpose-built AI for CX, NICE leverages three decades of expertise and a billion interactions to extract actionable insights that fuel business growth.

Explore the critical insights:

• Customer sentiment directly drives stock performance, with top CX brands achieving higher returns
• Agent performance variability negatively affects CX, underscoring the need for AI to improve experience consistency
• Agent soft skills remain critical with positive behaviors increasing customer sentiment
• Customer sentiment soars when companies adopt a unified CX AI platform