A Modern, Holistic Approach to CX Transformation
Experience transformation impacts CX in significant and unexpected ways. But all too often, it’s approached as simply a tactical shift in the name of efficiency. NICE Satmetrix holistic VOC delivers valuable CX insights across every digital touchpoint throughout the customer journey, providing a lens for operationalizing your customer experience transformation strategy across the enterprise.
Uncover CX Blind Spots
A digital-first omnichannel approach captures all forms of feedback and delivers actionable, insights.
Reduce Friction Throughout the Customer Journey
Get a 360° view across touchpoints and proactively close the loop.
Increase Customer Loyalty
Advanced analytics help you transform experiences and actions in real time to increase CSAT and NPS®.
Unify Channels to Gain More Actionable Feedback
Customer Experience transformation starts with gathering feedback on what your customers care about most. NICE Satmetrix holistic VOC simplifies your feedback tech stack, delivering a comprehensive approach to gathering, analyzing, and operationalizing all forms of customer feedback (email, SMS, voice, social apps, and more):
- Digital-first omnichannel feedback helps uncovers blind spots
- Customer journey-based design provides a 360° view across touchpoints
- Advanced analytics of all verbatim comments helps your team proactively close the loop, transform experiences
- Prescriptive actions help you operationalize insights in real time, enterprise-wide
Feedback Management with CXone
To transform customer experience, you need to meet customers where they are. Today, that requires an omnichannel, holistic approach to listening and feedback analysis. For customer experience transformation, you need a complete solution built from the ground-up to operationalize customer feedback insights all along the customer journey.
With NICE Satmetrix holistic VOC together with NICE CXone, you can combine survey results, ratings, agent recordings, and transcripts to benefit from:
- True digital-first omnichannel feedback collection
- Unified results that reduce blind spots
- A single source of customer and agent conversations
- Streamlines compliance questions
- Eliminates manual searches for call recordings
- Uncovers training opportunities
According to Forrester, customers are 2.4x more likely to stay when companies solve customer problems more quickly.
Close the Loop on Customer Issues and Drive Strategic Change
with the only complete and integrated holistic VOC solution, driving performance outcomes from the contact center, and beyond.