NICE inContact Customer Experience Transformation Study Infographic

In this industry-first research, consumers shared their actual experiences with their most recent interactions with companies in 15 different industries. Consumers reported overall on 4,700 interactions across inbound/outbound calls, email, chat, social, online self-service and more. View the infographic to find out what they had to say about where companies are falling short, how technology is affecting service, and their preferences and expectations,

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Key Findings in the Report Include:

8 in 10 consumers are willing to switch companies due to poor customer service
Less than half of consumers are satisfied with their experience, regardless of channel
67% of customers still prefer agent assisted customer service with phone, email, and online chat leading the way; only 33% prefer self-service
72% expect companies to know their purchase history regardless of method of communication (e.g. phone, chat, email)

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