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N Brown expands Nice’s customer feedback analysis solution, seeks improved insight

By
Fibre2Fashion
Published
today Jan 10, 2017
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Nice , a leading provider of cloud and on-premises enterprise software solutions, has announced that N Brown Group, a leading online fashion retailer, is expanding its implementation of Nice’s Total Voice of the Customer solution to improve its customer experience insights. This is part of a robust customer-centric initiative throughout the organisation.



N Brown Group, whose brands include JD Williams, Simply Be and Jacamo, is focusing its efforts on improving the customer experience at several key stages along the customer journey, including frontline customer service, product, and delivery. The Nice Total Voice of the Customer solution enables the company to analyse what their customers are saying in calls, chats, emails, on the web and on any other channel, in order to get a complete picture of the customer experience. Based on the feedback given at each of those stages, a dedicated insight team presents concrete recommendations to improve the customer experience.

Scott Barker, head of customer service operations, N Brown Group said, “The Nice solution plays a critical role in our ‘Fit for the Future’ CX improvement program. Voice of the Customer is an important catalyst for improving customer service, especially as our business moves more online and streamlines for greater efficiency. Nice Total Voice of the Customer is the anchor for our customer-centric initiative, and will help our organisation align at all levels to ensure that our colleagues are acting on the insight received.”

John O’Hara, president, Nice EMEA said, “We are proud to extend our partnership with N Brown Group... Our Voice of the Customer solutions continues to evolve to address the needs of leading retailers worldwide."

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