NICE Nexidia transforms CX with AI-powered knowledge management

It is all too often that a CX project fails because of incomplete data, legacy IT patchwork, and silos. But another way it can fail is by overlooking the vast number of customer insights waiting to be tapped in contact center data.

The only way to truly know the voice of the customer is to use AI trained by experts to hear every single voice (spoken, in surveys, on social channels), to personalize every single conversation, to empower every agent to deliver excellent service, and to do so on every single audio, text, and digital channel available to your customers.

KMWorld recently held a webinar with Nick DelleCave, manager, customer success, NICE Nexidia who discussed how to deliver extraordinary CX.

According to DelleCave, the top 3 business priorities in 2021 are:

• Adapt to customer needs using innovative digital capabilities
• Transform business activities from manual to digital
• Change company culture to adapt to new ways of doing business

But the frustrating reality is, only 22% of businesses are fully satisfied with their ability to use data to manage CX programs, he said.

Businesses are seeing low survey response rates, lack of data, cross-departmental data siloes, and patched together solutions dependent on third-parties. All of this is holding enterprises back.

Basic CX programs support direct, indirect, and inferred data sources to understand: what customers are saying, what agents are saying, and transactional survey results.

The COVID-19 crisis has also begun to change the way companies interact with their customers, he said. Now different conversations can result in longer AHT, repeat calls, and escalations. There is less visibility into agent activity and CX and quality evaluators are helping with increased volume.

Analytics and AI applied to omnichannel feedback can empower organizations to proactively follow up with customers, reduce handle times and first contact resolution, deliver relevant information to customers in real-time, personalize outreach, uncover blind spots across the comprehensive customer journey and improve customer and employee satisfaction.

Customer satisfaction is heavily influenced by the agent–in the moment, DelleCave said. Real-time improves regulatory compliance, allows agents to achieve measurable customer satisfaction, enables supervisors to intervene when necessary, and more.

Real-time guidance alerts can offer known metadata such as contact intent, read spoken words and phrases, and provide AI predictive models.

DelleCave recommended organizations use NICE Enlighten for Customer Satisfaction while employees work remote.

Organizations of any size can now advance customer satisfaction (CX/CSAT/NPS/tNPS) metric goals with reduced time and effort.

The platform can reduce customer effort along every touchpoint in their journey with the business,   provide a more accurate view of customer satisfaction for all roles in your organization, provide fast time to deploy with AI technology embedded in an easy-to-use, out-of-the-box cloud solution, and more.

An archived on-demand replay of this webinar is available here.