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Millennials and Generation Z Are Driving the Digital-first Future of Customer Experience

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NICE inContact CX Transformation Benchmark finds digital-native use of artificial intelligence, chatbots, and social messaging are shaping modern customer service

SALT LAKE CITY–(BUSINESS WIRE)–NICE inContact (Nasdaq: NICE) today announced findings from its global research study exploring the impact of Millennials and Generation Z on digital-first omnichannel customer experiences. The third annual 2019 NICE inContact Customer Experience (CX) Transformation Benchmark details how understanding younger generations’ use of and expectations around next-generation solutions like artificial intelligence (AI) and digital channels including private social messaging are fundamental to building exceptional, best-in-class customer experiences.

As Millennials and Generation Z become dominant consumer groups, with Generation Z purchasing already reaching an estimated $100 billion according to research conducted by Barkley, their comfort level and familiarity with multiple digital channels including social messaging and chatbots means organizations, no matter their size, must provide digital-first omnichannel experiences to meet consumer expectations and effectively compete in the experience economy.

Key findings from the study include:

  • Almost 60% of Generation Z and Millennials have used private social messaging for customer service. In contrast, 38% of Gen X, 19% of Baby Boomers and 16% of Silent Generation have done so. The majority of Generation Z and Millennials also want companies to allow them to interact with customer service using private social messaging apps (72% and 69%, respectively).
  • Consumers are using AI more and feeling more positive about chatbots over time. Half of all consumers have used AI for any purpose (50%), compared to 2018 (45%). This can be attributed to a significant increase in the use of an automated assistant/chatbot online (34%, up from 25% in 2018). Generation Z and Millennials are more likely to agree that chatbots make it easier and quicker for their issues to get resolved, and are also the most likely of all generations to have used all forms of AI for any purpose, as well as for customer service.
  • Half of consumers who start with AI are transferred to a live agent, and age is a significant factor when it comes to AI and the importance of the human touch. While chatbot usage and performance are improving – and preferences and attitudes are changing – most consumers want to be informed if they are using a chatbot (92%) and 91% of all consumers prefer a live agent. However, this preference follows a downward trend generationally: 98% of the Silent Generation, 96% of Baby Boomers, 91% of Generation X, 86% of Millennials and 83% of Generation Z say they prefer a live agent.
  • Seamless digital-first omnichannel experiences are vital to positive customer experiences. Most consumers (93%) want seamless omnichannel experiences, and yet they are increasingly giving companies a poor rating on seamlessly switching between channels – 73% give companies a poor rating, up from 67% in 2018. This is especially important for meeting and exceeding the expectations of Millennials and Generation Z, who are the most likely to have experienced omnichannel customer service (16% and 21%, respectively).

“Understanding the nuances of what consumers expect, and how they actually engage with brands via a myriad of digital channels, and integrating these in-demand channels seamlessly to deliver digital-first omnichannel experiences, is key to sustainable growth,” said Paul Jarman, NICE inContact CEO. “The NICE inContact CX Benchmark looks beyond education around demographic customer service trends and gets to the root of what makes new channel options attractive. Millennials and Generation Z are bellwethers of what consumers expect and are increasingly likely to recommend a company on social media based on personal experiences – the influence they wield is tremendous.”

NICE inContact CXone delivers the world’s most comprehensive digital-first omnichannel offering in the Contact Center as a Service (CCaaS) market. With digital-first omnichannel, CXone now makes it possible for organizations of all sizes across the globe to reach more customers using voice and a vast range of digital channels such as SMS text, Facebook Messenger, Twitter, or WhatsApp – all unified on the CXone cloud customer experience platform.

Key findings of the NICE inContact CX Transformation Benchmark demonstrate that as consumer preferences evolve and the types and numbers of digital service channels continue to proliferate, companies must look to improve the channels they have in place while expanding the ways customers are able to reach them. The research demonstrates that a seamless digital-first omnichannel approach is crucial to win in today’s experience economy.

About the 2019 NICE inContact Customer Experience (CX) Transformation Benchmark

NICE inContact surveyed more than 2,550 consumers across the globe on their most recent customer service experiences across 13 different channels – both agent-assisted and self-service. For more information and to download the full research report, please click here.

About NICE inContact

NICE inContact is the cloud contact center software leader with the world’s #1 cloud customer experience platform. NICE inContact CXone™ combines best-in-class Omnichannel Routing, Analytics, Workforce Optimization, Automation and Artificial Intelligence on an Open Cloud Foundation. NICE inContact’s solution empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to consumer expectations. NICE inContact’s DEVone developer program is an extensive partner ecosystem, providing applications from partner companies on the CXexchange marketplace that are designed to integrate with CXone. NICE inContact is recognized as a market leader by the leading industry analyst firms. www.niceincontact.com

NICE (Nasdaq: NICE) is the world’s leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com

Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.

Forward-Looking Statements

This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Paul Jarman are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the Company). In some cases, such forward-looking statements can be identified by terms such as believe, expect, may, will, intend, project, plan, estimate or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of the global economic environment on the Company’s customer base (particularly financial services firms) potentially impacting our business and financial condition; competition; changes in technology and market requirements; decline in demand for the Company’s products; inability to timely develop and introduce new technologies, products and applications; difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; and the effect of newly enacted or modified laws, regulation or standards on the Company and our products. For a more detailed description of the risk factors and uncertainties affecting the company, refer to the Company’s reports filed from time to time with the Securities and Exchange Commission, including the Company’s Annual Report on Form 20-F. The forward-looking statements contained in this press release are made as of the date of this press release, and the Company undertakes no obligation to update or revise them, except as required by law.

Contacts

Corporate Media
Cheryl Andrus, +1 801 320 3646, cheryl.andrus@niceincontact.com

Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET

Yisca Erez +972 9 775 3798, ir@nice.com, CET

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Business and Management

Pluxity Launches PLUG Kiosk for Comprehensive Spatial Information Service

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– It provides convenience service tailored for mobility handicapped people

SEOUL, South Korea–(BUSINESS WIRE)–#3DplatformPluxity, a plug-in solution provider based in Korea, announced on December 16, 2019 the launch of the PLUG Kiosk that provides 3D-based spatial information.

The PLUG Kiosk helps one easily find important facilities and stores by displaying spatial information in 3D maps. When a user chooses departing place, transit spots and destination, it intuitively shows the entire route.

It also offers various convenience services to customers who visit the site where the PLUG Kiosk is installed.

Equipped with a digital braille pad, it provides a system for mobility handicapped people including visually impaired persons as well as information on monitored quality of air, fine dusts and harmful gases using smart environmental sensor. And, the kiosk can be used by users with diverse statures as its height can be adjusted accordingly.

Featuring functions of guiding the way tailored for mobility handicapped people and visually impaired persons, it also can provide intuitive information based on easy-to-use interface and intuitive information based on 3D, identical services in diverse environments based on web standards, notices by surrounding facilities, and information on events depending on locations of users.

“PLUG Kiosks will initially be installed at areas congested with transient population, such as subway stations and airports, and we will expand available areas on phased basis for convenience of consumers,” said a manager at the company.

Earlier, Pluxity showcased the PLUG Kiosk at international trade events, including the Smart City Expo World Congress and IoT Tech Expo North America.

For further information on the PLUG Kiosk, please visit website of Pluxity (www.pluxity.com).

Contacts

Pluxity Co., Ltd.

Yoon Jae-min

+82-2-332-9002

biz@pluxity.com

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Business and Management

QInsure Goes Live with FINEOS Claims

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DUBLIN–(BUSINESS WIRE)–#AdminSuiteFINEOS Corporation (ASX:FCL), the market-leading provider of group and individual core systems for life, accident and health insurance, today announced that QInsure, the insurance arm of QSuper, one of Australia’s largest and most respected superannuation funds, has successfully gone live with FINEOS Claims.

The QInsure and FINEOS partnership will bring about changes focused on foundational operational uplift including improved, integrated and automated processes and workflow for claims covering life, TPD and income protection. Key highlights of the program included automatic payment calculations and FSC Code of Practice solutions that help case managers deliver on the insurance promise and meet regulatory obligations. The overarching philosophy focussed on member-centric claims outcomes including automated claims management with FINEOS embedded analytics and integrated generation of correspondence to members.

Speaking about the project, Chief of QInsure, Phil Fraser said, “We ran a comprehensive RFP and completed a lot of due diligence to choose FINEOS as our partner. The collaborative partnership has been extremely positive, and the project has delivered high quality results. We achieved this by both parties providing strong leadership and governance, working very closely across business and IT, and sticking assiduously to FINEOS’ comprehensive out of the box solutions. We are already seeing one of the key objectives of this program come to life in our streamlined claims processes, enabling our Claim Managers, to be freed up from routine administrative tasks to focus on providing even more excellent outcomes to QSuper members.”

Michael Kelly, CEO, FINEOS added, “This has been an exciting project for us in Australia and we have enjoyed working with QInsure to assist them improve their service even further. FINEOS has the market leading product and a very strong local team that has established trusted relationships with some of the largest and most respected insurers across the ANZ region – with well over 10,000 licensed users locally, our product helps process millions of claims each year. We pride ourselves on a laser-like focus on adding business value and are delighted to add Qinsure to the growing and thriving FINEOS community.”

About FINEOS Corporation Limited

FINEOS is a leading provider of core systems for life, accident and health insurers globally with 6 of the 10 largest group life and health carriers in the US as well as 6 of the largest life insurers in Australia. With employees and offices throughout the world, FINEOS continues to scale rapidly, working with innovative progressive insurers in North America, Europe, and Asia Pacific.

The FINEOS Platform provides clients full end to end core insurance administration and includes the FINEOS AdminSuite core product suite as well as add-on products, FINEOS Engage to support digital engagement and FINEOS Insight for analytics and reporting.

For more information, visit www.FINEOS.com

About QInsure

QInsure was established to exclusively provide Group Life Insurance policies for QSuper, so life insurance benefits can be provided to QSuper members as part of their superannuation membership.

QInsure, the first insurance company set up by a superannuation fund in Australia, was established on 29 July 2015 as a wholly owned subsidiary of QSuper Limited and commenced issuing life insurance policies from 1 July 2016. The company has ASFL and APRA licenses to operate as an insurance company, as well as an independent Board of Directors and Executive Leadership Team.

About QSuper

QSuper started with an Act of Parliament in 1912 creating the entity now known as the QSuper Group.

Over time, QSuper expanded to become the superannuation fund for all current and former Queensland public sector employees and their spouses and is now Queensland’s largest super fund and one of the largest in Australia. QSuper has grown its range of products and services, with its customer base is now numbering more than 585,000 with over $113 billion in funds under administration.

With the passing of legislation in 2016 that removed the restrictions on who is eligible to join the Fund, from 1 July 2017 QSuper was able to welcome more Australians to experience the QSuper feeling.

For more information, visit https://qsuper.qld.gov.au/

Contacts

Victoria Jamison

Marketing Manager

FINEOS Corporation

+ 353 1 639 9700

victoria.jamison@FINEOS.com

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Business and Management

Baidam Solutions Joins CrowdStrike’s Elevate Partner Program

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Partnership delivers next-generation endpoint protection to Indigenous communities, supporting education in Information and Communications Technology (ICT) sector

SYDNEY–(BUSINESS WIRE)–CrowdStrike® Inc. (Nasdaq: CRWD), a leader in cloud-delivered endpoint protection, today announced Baidam Solutions has joined the CrowdStrike Elevate Partner Program. Through this strategic partnership, Baidam Solutions will combine their offerings with CrowdStrike’s industry-leading endpoint protection platform to help customers stop breaches. The CrowdStrike Elevate Partner Program provides technology partners, solutions providers, system integrators and managed service providers with the capability to deliver bespoke solutions to customers.

Through the Elevate Partner Program, Baidam Solutions will offer CrowdStrike’s cloud-native Falcon platform, powered by Artificial Intelligence (AI), unified next-generation antivirus (NGAV), IT hygiene, endpoint detection and response (EDR), cyber threat intelligence, and proactive threat hunting for customers in Australia. Delivered via a single lightweight agent, the solution enables reliable prevention, detection, response and mitigation to all threats, including sophisticated malware-free intrusions, so that customers can spot and stop breaches quickly.

Baidam Solutions is CrowdStrike’s first Australian Indigenous channel partner and offers a unique go-to-market strategy. Phillip Jenkinson, chief executive officer and co-founder, Baidam Solutions, said, “We’re delighted to be working with CrowdStrike to bring the very best cybersecurity solutions to our customers. We are committed to helping to Bridge the Gap of Indigenous diversity and inclusion in the ICT sector. We believe that education, creating role models and pathways of employment for Indigenous ICT students is key to diversifying the IT security industry. Our partnership with CrowdStrike demonstrates how a reseller and a vendor can work together to deliver excellent results, while also creating role models for Indigenous students to follow.”

“We’re pleased to add Baidam Solutions to our roster of channel partners. Baidam’s record of not only delivering industry-leading network security and application security expertise, but of giving back to regional and remote communities through educational scholarships and funding for cybersecurity certification training makes them a perfect partner for both our products and our values,” said Geoff Swaine, regional vice president, Channel and Alliances Asia Pacific and Japan, CrowdStrike.

The CrowdStrike Elevate Partner Program provides technology partners, solution providers, system integrators and managed service providers with the capability to deliver bespoke solutions to customers. Joint customers of Baidam Solutions and CrowdStrike have access to combined, advanced capabilities that leverage all of the existing assets within a customer’s environment, allowing them to operate their security efforts in a more efficient and effective manner responding to security threats faster and with greater accuracy.

About Baidam Solutions

Established in 2018, Baidam Solutions Pty Ltd is an Australian owned and operated, Supply Nation Certified, information technology business. Baidam Solutions delivers industry leading network security and application security expertise, allowing organisations to achieve greater performance, productivity, and protection.

Baidam Solutions gives back to regional and remote communities through educational scholarships and funding for cyber security certification training.

By partnering with some of Australia’s largest employers, the company is able to provide secure employment options through the Baidam Initiative program. This program provides pathways to employment in the ICT security sector for First Nations people.

About CrowdStrike

CrowdStrike® Inc. (Nasdaq: CRWD), a global cybersecurity leader, is redefining security for the cloud era with an endpoint protection platform built from the ground up to stop breaches. The CrowdStrike Falcon® platform’s single lightweight-agent architecture leverages cloud-scale artificial intelligence (AI) and offers real-time protection and visibility across the enterprise, preventing attacks on endpoints on or off the network. Powered by the proprietary CrowdStrike Threat Graph®, CrowdStrike Falcon correlates over two trillion endpoint-related events per week in real time from across the globe, fueling one of the world’s most advanced data platforms for security.

With CrowdStrike, customers benefit from better protection, better performance and immediate time-to-value delivered by the cloud-native Falcon platform.

There’s only one thing to remember about CrowdStrike: We stop breaches.

Qualifying organizations can gain full access to Falcon Prevent™ by starting a free trial.

Learn more: https://www.crowdstrike.com/

Follow us: Blog | Twitter

© 2019 CrowdStrike, Inc. All rights reserved. CrowdStrike, the falcon logo, CrowdStrike Falcon and CrowdStrike Threat Graph are marks owned by CrowdStrike, Inc. and registered with the United States Patent and Trademark Office, and in other countries. CrowdStrike owns other trademarks and service marks, and may use the brands of third parties to identify their products and services.

Contacts

CrowdStrike Media Contact:
CrowdStrike, Inc.

Megan Guthrie +61407464121

Megan.guthrie@crowdstrike.com

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