NiCE announced it has been named an overall Leader in the 2025 ISG Buyers Guide™ for Customer Experience Management and the 2025 ISG Buyers Guide™ for Conversational AI for CX, earning Exemplary ratings in both reports. The dual recognition highlights NiCE’s unmatched performance in both product innovation and customer experience delivery, cementing its position as a market leader in the AI-powered customer experience space.
In the Customer Experience Management guide, NiCE was recognized as a Leader in the following evaluation categories:
• Product experience
- Adaptability
- Manageability
- Reliability
- Usability
• Customer experience
“By 2027, most customer experience management software suites will, by default, include components that combine analytics, AI applications and customer data integration,” said Keith Dawson, Director of Research, Customer Experience, ISG Research.
Bamboo Insurance, a tech-forward disruptor in the property and casualty insurance space, consolidated its contact center operations onto the unified CXone Mpower platform to eliminate fragmented tools and accelerate innovation. With NiCE, Bamboo has cut agent training time by a full week, improved QA scores from 85% to 95%, and increased CSAT and Net Promoter Scores from the mid-50s to 70. By centralizing operations within a single AI-powered platform, Bamboo is driving real-time coaching, smarter support, and faster answers, building a future-ready operation that reflects its bold, innovation-first identity.
Meanwhile, in the Conversational AI for CX guide, NiCE earned an Exemplary rating and was named an Overall Leader, driven by exceptional performance in both product and customer experience. NiCE stood out for its reliability, clear TCO/ROI value, and ability to deliver measurable impact for enterprises deploying conversational AI solutions. NiCE was recognized as a Leader in the following evaluation categories:
• Product experience
- Adaptability
- Capability
- Manageability
- Reliability
- Usability
• Customer experience
“By 2028, automated systems will be able to contain two-thirds of customer interactions within self-service, due to advancements in conversational AI and knowledge retrieval,” Keith Dawson, Director of Research, Customer Experience, ISG Research.
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In the Customer Experience Management guide, NiCE was recognized as a Leader in the following evaluation categories:
