1559: NICE - Customer Experience (CX) Transformation Benchmark


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NICE surveyed over 1,000 global contact center decision-makers in UK, US, Australia and Canada. Findings show rapidly growing role of digital channels for customer interactions, increasing investments in digital channels, artificial intelligence, and contact center technology for seamless omnichannel experiences for customers.

I invited Paul Jarman, CEO NICE inContact to learn more about the NICE inContact 2021 Customer Experience (CX) Transformation Benchmark.

About NICE

When the world's leading companies want to improve their business performance, increase their operational efficiency, prevent financial crime, ensure they're fully compliant, or enhance their safety and security, they talk to NICE.​​ The company prides itself on leveraging technology not only to transform experiences but ensure they are also extraordinary and trusted​

About Paul Jarman

Paul Jarman holds the position of NICE inContact CEO​. Mr. Jarman is responsible for the enterprise, ​midmarket, government organizations and business process outsourcers (BPOs) who operate in multiple divisions, locations and global regions.

​A pioneer of the cloud movement, Mr. Jarman was instrumental in guiding inContact from its roots in telecommunications to its strategic offering of cloud-based contact center solutions and has been a part of every major enhancement the company has made since 1997.

​As part of inContact's strategic shift to a contact center software provider, he spearheaded four software acquisitions and two telephony acquisitions. He led inContact's successful addition to the NASDAQ ​and under his leadership, inContact has experienced strong compound annual growth rate in software revenues over the past three years.

​Mr. Jarman has spent his career building a service-driven business focused around both customers and employees, resulting in a strong corporate culture with high retention rates of both groups. Prior to joining inContact, Paul was an executive with HealthRider, Inc.

Paul has a contagious energy and is always pushing the limits to grow the company and drive market leadership. He follows the mantra of Abraham Lincoln, "Things may come to those who wait, but only the things left by those who hustle."

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