NiCE has won the CONAREC 2026 Award in the Customer Journey category, a consistent winner within the competition for the past eleven years. This year’s competition evaluated more than 645 companies across 60 segments; the recognition highlighted NiCE's role in the evolution of customer experience.
According to the judging team, CX is shifting from reactive models, where the customer spots a problem and asks for help, to journeys that understand context, reduce effort and sometimes solve issues before the customer asks. NiCE sits in the middle of that shift, combining AI, automation, analytics and interaction orchestration. With agentic AI, digital agents can understand context, access different systems, follow business rules and carry out process steps with supervised autonomy, working alongside human teams.
"Customer experience is no longer a channel problem. It is an orchestration problem. The leaders in this market will be the ones who unite technology, data, people and processes into a single, seamless journey. This recognition validates what we are building with our customers and partners: AI that handles the routine on scale, and frees people for the moments that demand judgment, negotiation, creativity and empathy. That is how connected experiences become measurable business results," said Luiz Camargo, General Manager of NiCE, Latin America.
This follows NiCE's 2025 CONAREC wins in Omnichannel Service Platform and Workforce Engagement Management, and reflects the market's move toward more connected, contextualized experiences.