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Putting the CX Focus on the Self-Service Interaction

October 24, 2022

Via: No Jitter

With CCaaS in such high demand today, it’s hard to imagine the term disappearing from our communications lexicon. But should it? One key market player, NICE, believes so.

“CCaaS is too constrained. Interactions is the point,” said Paul Jarman, NICE CXone CEO, speaking of the company’s preference for the term “CXi,” or customer experience interactions. Having introduced their CXi vision a year ago, Jarman and other executives reiterated NICE’s positioning and shared a new mission statement, “driving CX fluency with CXi,” at a recent analyst briefing (see related story).

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