NICE’s Inaugural International Happiness Index Finds 78% of People Think Leveraging AI In Customer Service Can Make Them Happier Consumers
June 20 2024 - 8:00AM
Business Wire
While 66% of Americans are fundamentally happy
only 36% are happy with the state of customer service, signaling
major opportunity for businesses to use CX AI to fill the gap
NICE (Nasdaq: NICE) today announced the release of
the 2024 International Happiness Index, its groundbreaking,
inaugural research which highlights the opportunity gap between
consumer demands and what businesses are delivering when it comes
to CX. The index found most consumers believe if organizations
leverage digital and AI solutions in customer service, it can close
the gap and make them happier and more loyal consumers. For a
complimentary copy of the report, please click here.
Consumers understand the benefits that AI can bring to their
lives. 41% of consumers identified resolving issues faster as the
primary benefit of AI, with an additional 36% of consumers citing
not having to repeat themselves as another significant advantage.
Additionally, these benefits can reveal untapped revenue as those
who see AI as improving customer service are also more likely to
reward good customer experiences. In the US, 30% of respondents who
acknowledge AI’s advantages tend to spend more with brands that
offer excellent service with 44% remaining loyal.
NICE’s International Happiness Index was designed to quantify
the impact that an experience with a brand has on consumers,
pinpointing what may drive happiness among consumers from different
backgrounds and geographies, reflecting on how every day
interactions can affect consumer satisfaction and loyalty. The
index found that consumers will spend more for great customer
service with nine out of ten people willing to pay more for a
customer experience that leaves them happier. Additionally, brands
that offer excellent customer experience will continue to see the
benefits with 52% of consumers reporting they are more likely to
return to brands that deliver exceptional CX.
Omer Minkara, Vice President, Principal Analyst at
Aberdeen, said, “You might expect people to be happy if they
receive a discount, because value and price are very important,
especially in today’s economy. So, it’s interesting to see
consumers essentially saying, ‘I want to be wowed.’ Brands must
adapt to distinguish themselves by delivering delightful
experiences.”
Barry Cooper, President, CX Division, NICE, said, “The
impacts of exceptional customer service extend far beyond the
interaction, ultimately driving overall consumer happiness. We
commissioned the inaugural International Happiness Index to
demonstrate the influence that businesses have on consumer
happiness and how the latest cutting-edge technology can enable
businesses to connect with their consumers on a new level. This
confirms the power of Enlighten’s purpose-built AI for CX in
driving businesses to not only deliver great customer experiences
but gain and retain loyal consumers.”
NICE’s industry leading Enlighten AI platform orchestrates
exceptional experiences for employees, consumers, and businesses
with purpose-built AI for CX. Built from the industry’s largest
labelled dataset of CX interactions alongside industry-specific
knowledge bases, NICE’s Enlighten AI is the industry’s leading,
mature, proven and trusted CX AI. Enlighten’s suite of CX AI
solutions uses automated and augmented intelligence to drive
intelligent self-service, empower employees and increase CX
leaders’ decision velocity to transform CX operations.
A complimentary copy of the report is available here.
About NICE With NICE (Nasdaq: NICE), it’s never been
easier for organizations of all sizes around the globe to create
extraordinary customer experiences while meeting key business
metrics. Featuring the world’s #1 cloud native customer experience
platform, CXone, NICE is a worldwide leader in AI-powered
self-service and agent-assisted CX software for the contact center
– and beyond. Over 25,000 organizations in more than 150 countries,
including over 85 of the Fortune 100 companies, partner with NICE
to transform - and elevate - every customer interaction.
www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or
registered trademarks of NICE Ltd. All other marks are trademarks
of their respective owners. For a full list of NICE’s marks, please
see: www.nice.com/nice-trademarks.
Forward-Looking Statements This press release contains
forward-looking statements as that term is defined in the Private
Securities Litigation Reform Act of 1995. Such forward-looking
statements, including the statements by Mr.Cooper, are based on the
current beliefs, expectations and assumptions of the management of
NICE Ltd. (the “Company”). In some cases, such forward-looking
statements can be identified by terms such as “believe,” “expect,”
“seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,”
“plan,” “estimate,” or similar words. Forward-looking statements
are subject to a number of risks and uncertainties that could cause
the actual results or performance of the Company to differ
materially from those described herein, including but not limited
to the impact of changes in economic and business conditions;
competition; successful execution of the Company’s growth strategy;
success and growth of the Company’s cloud Software-as-a-Service
business; changes in technology and market requirements; decline in
demand for the Company's products; inability to timely develop and
introduce new technologies, products and applications; difficulties
in making additional acquisitions or difficulties or delays in
absorbing and integrating acquired operations, products,
technologies and personnel; loss of market share; an inability to
maintain certain marketing and distribution arrangements; the
Company’s dependency on third-party cloud computing platform
providers, hosting facilities and service partners; cyber security
attacks or other security breaches against the Company; privacy
concerns; changes in currency exchange rates and interest rates,
the effects of additional tax liabilities resulting from our global
operations, the effect of unexpected events or geo-political
conditions, such as the impact of conflicts in the Middle East that
may disrupt our business and the global economy; the effect of
newly enacted or modified laws, regulation or standards on the
Company and our products and various other factors and
uncertainties discussed in our filings with the U.S. Securities and
Exchange Commission (the “SEC”). For a more detailed description of
the risk factors and uncertainties affecting the company, refer to
the Company's reports filed from time to time with the SEC,
including the Company’s Annual Report on Form 20-F. The
forward-looking statements contained in this press release are made
as of the date of this press release, and the Company undertakes no
obligation to update or revise them, except as required by law.
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version on businesswire.com: https://www.businesswire.com/news/home/20240620932393/en/
Corporate Media Christopher Irwin-Dudek, +1 201 561 4442,
media@nice.com, ET
Investors Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
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