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Digital customer engagement is receiving more emphasis these days as businesses are realizing it can be a path to higher revenue and greater customer loyalty.

United States speed skater Apolo Anton Ohno trailed three competitors as he rounded the final turn of the men’s 1,500 short track at the 2010 Winter Olympics.

Many people choose the new year to give up bad habits and adopt good ones as they follow the traditional ritual of resolutions.

Positioned on the frontlines of a digital revolution, modern-day contact centers must embrace the new multi-channel world. Voice, chat, and email no longer suffice. Today’s customer wants to be able to engage with businesses where and when they choose, be it on an app, on social media, or through text.

Sometimes, providing exceptional customer experience (CX) is all about preventing customers from becoming more disloyal rather than creating raving fans. It may be odd to think about customer retention this way, but that's what happens when your customers expect effortless customer service.

What do you get when you have 16 organizations that are leaders in their own industries—but also use NICE contact center software solutions in extraordinary ways to drive digital interactions that create frictionless experiences for their customers? A diverse group that’s raising the bar on customer experience–which earned them a 2022 CX Excellence Award.

Today’s consumers increasingly prefer to solve their customer service problems on their own. In fact, research shows that more than 81% of customers will try to fix their issues on their own first.