Glossary of Terms

Deepen your understanding to drive your expertise, and share with colleagues to enlighten ideas and inspire innovation. This glossary of terms will help to elevate clarity, and guide conversations that bridge gaps across teams of shared interest in customer centricity.

What is Experience Transformation?

Experience transformation is a structured approach to optimizing customer experiences to make them satisfying, consistent, and free of friction. Experience transformation efforts typically focus on personalizing interactions, anticipating customer needs, and designing the customer journey with seamless transitions. Successful experience transformations require organizational alignment on a shared vision, financial investment, and disciplined Voice of the Customer (VOC).

The need for experience transformation is being driven by a combination of advances in technology and changes in culture. New ways to communicate combined with expectations of quick responses have shaped the way many businesses are transforming their end-to-end customer journeys. Digital capabilities are front and center in reshaping customer experiences.

A good example of an experience transformation is the shift to omnichannel customer service. Traditional call centers used to offer voice-only support, but the introduction of digital channels such as email, chat, and social media forced a fundamental change in the way businesses support their customers. Not only do organizations need to offer multiple channels, but they need to integrate them all so customers can seamlessly move across them during the same interaction. This has widespread implications, involving significant changes to technology, agent skills, core contact center processes, and operational management. This level of investment and change is characteristic of true experience transformations.

Enterprise-wide experience transformations require effective VOC tools and processes to design the new experiences and journeys, analyze results, and identify enhancements. Transformations are never quite complete – technology advances and evolving consumer preferences will always drive a need for CX improvements. VOC programs provide the structure businesses need to ensure customer experiences are optimized and at the center of the organization’s business strategy.

About NICE Satmetrix

NICE Satmetrix is the leading global provider of Voice of the Customer (VOC) software used by the world's most forward-thinking companies to analyze and transform their customer service interactions. Our Customer Journey-based solution combines and analyzes customer interactions, solicited feedback, and operational data at enterprise scale to uncover blind spots, increase customer satisfaction and improve agent performance.

With consumers reaching out to contact centers for more reasons than ever before, providing consistent and optimized experiences is central to fostering loyalty and increasing customer lifetime value. NICE Satmetrix VOC enables businesses of all sizes to grow the value of customer service touchpoints and operationalize customer feedback.

With NICE Satmetrix VOC, the top VOC solution for contact centers, contact centers get access to:

Integrations with NICE inContact CXone and the NICE portfolio of contact center solutions

  • Superior analytics
  • Digital omnichannel and hassle-free IVR integrations
  • Customer Journey-based design
  • One-stop-shop for all your contact center VOC needs

NICE Satmetrix is the co-creator of the Net Promoter Score® (NPS®), one of the best indicators of customer loyalty and predictors of business growth. We've instilled our deep knowledge of consumer behavior into our VOC software to make NICE Satmetrix holistic VOC a true one-stop shop for Voice of the Customer with a self-service solution that meets the needs of organizations of every size.

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