2020 Customer Experience (CX) Transformation Benchmark

The NICE inContact Customer Experience (CX) Transformation Benchmark is fielded in the US, Canada, UK, Australia with two surveys, one among consumers and one among contact center decision makers.

This report includes:

Global and region-specific findings from the 2020 business wave of the research Trends for 2020 vs 2019

Channels that businesses offer along with their own assessment of the quality of the service they provide, across both agent-assisted and self-service channels