The Stevie Awards Blog

Elevating the Standard of Customer Journeys

Posted by Maggie Gallagher on Wed, Aug 23, 2017 @ 01:39 PM

Customers today can interact with organizations across multiple platforms. So how do you track the unique and complex experience of every customer? NICE Customer eXperience Analytics (NICE | cXa) created the digital and analytical transformation necessary for organizations to monopolize the global consumer-centric economy.

Their commitment to end-to-end visualizations of the customer journey has greatly helped organizations recognize pain points and engage insights to transform customer experiences. This is how they won the Silver Stevie Award for Best Cloud Contact Center Technology and the Bronze Stevie Award for Sales Performance Management Suite in the 2017 Stevie Award for Sales & Customer Service.

Elevating the Standard of Customer Journeys

NICE_CXA_200X200-(2).jpgAttempting to elevate the standard of customer journeys more broadly, using both innovative technologies and practical thought leadership, is a real challenge. Robert Zoch, head of Customer Journey Solutions, believes their ‘Total Voice of the Customer and Customer Journey Solutions’ are the most capable tools now available for helping large businesses optimize their customer experiences. Zoch shares why winning a Stevie matters in their industry.

“We can make our case loudly and continuously, but the judgment of professionals through the Stevie Awards will always mean more for a great many enterprise technology users.”

Keeping Up with Continuous Change

It's become imperative for brands to have technologies keep up an expanding array of channels by which customers interact with brands. NICE knows customers want low-effort experiences that are enabled by capable self-service tools; but NICE also knows they need to ensure brands can live up to these expectations. Zoch says NICE is proud of how long they’ve been able to meet these demands.

“NICE celebrated 30 years as a global brand. Our particular division finished 2016 with a bang, forging contracts to provide several global brands with Customer Journey Solutions. Among other highlights, we were able to demonstrate an annual ROI surpassing $130 million for five such brands, which include telecommunications, healthcare and financial services. That type of performance is hard to ignore, and these awards represent another rung in our climb to market dominance.”

People are Key to Our Business Success

NICE believes their client relationships are "partnerships," and not only does this help ensure they achieve their goals, but also provides insights to continuously refine solutions to serve the needs of their marketplace. Zoch explains how placing a strong emphasis on customer success with a special team ensures their technologies’ best practices and strategies to accomplish their goals.

“Our value proposition lies in helping brands understand their customer journeys, and fittingly, we apply that same principle to the way we interact with our customers.”

Zoch continues to say they also have a strong commitment to their own people and they're proud to offer benefits to their employees that “many companies do not have.” Just some of the benefits they offer include: paid travel insurance, legal and pet insurance, generous paternity leave, benefits for children with disabilities and much more.

“As a collective body we are deeply committed. So, we respect and listen to each other, drawing from our experiences and learning from our respective skills and backgrounds. That’s why people want to work at NICE.”

Tags: customer service awards, sales awards, contact center awards, Customer Service Team of the Year

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