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 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.
“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.”
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.
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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.”
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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.