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Your understanding of customer experience (CX) will be skewed and incomplete without a holistic view of customer needs and behaviors that includes direct, indirect, and operational feedback throughout the customer journey.

In a recent NICE CXone Webinar, we examined how new consumer expectations and behaviors create a high-stakes challenge for businesses, and how to make self-help the best help with new ways of engaging customers across any channel of their choice.

The way you hire and treat your agents influences their engagement and loyalty. One of our latest eBooks is full of ideas to help you optimize the agent experience and keep your valuable employees. Download The Ultimate Guide to CX Agents: Hiring, Training, Onboarding, and Measuring Contact Center Agents in a Post Pandemic World to get started.

Those of us in the customer service business have been talking about omnichannel customer experience for years, yet there is still much work to be done.

AI is only as good as its data. Data is the backbone for AI to improve experiences, whether that experience is the GPS guiding you to the shortest route, the streaming service you access to binge-watch the latest series, or the automatic call distribution (ACD) connecting customers to your agents.

Imagine trying to settle a new continent or explore a new planet – so much would be unfamiliar, including unmapped areas, suspecting locals, and not even knowing what you don’t know. Now, think of your contact center agent, similarly sent off into the new era of digital everything – still trying to deliver exceptional customer service, but under pressure, a lone pioneer in a new territory, and challenged in unprecedented ways by the change in culture and surroundings.

Customer experience management (CEM) has become more complex due to emerging technologies and perpetually shifting consumer expectations.