• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        Collaborate, learn, and share best practices for customer service excellence

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NICE as a preferred CCaaS vendor

        Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report

    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NICE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NICE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NICE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NICE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NICE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NICE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NICE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NICE

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NICE Public Safety
          • NICE Actimize
          • NICE RPA

          Partners

          • NICE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NICE Help Partner Portal
          • NICE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NICE Customer Support

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE
          5 2022 CX trends

          5 2022 CX trends: Time for a CX revolution

          by Chris Bauserman
          December 7, 2021
          Share

          For years, we’ve been championing the idea that modernizing to an all-in-one cloud platform to power your contact center was an urgent “must-have.” The benefits of agility, flexibility, cost, reduction, and access to rapid innovations seemed obvious. And with the unprecedented past two years—it finally caught on in a massive way. What an exciting time to work in CX!

          Since 2020, we’ve seen the importance of contact centers and digital customer service soar beyond their typical role of post-sales support. It started when businesses bought into technology as a reactionary accommodation for social distancing.

          Cloud contact center technology became the solution for remote work, omnichannel experiences, and serving digital-first convenience to customers too impatient to wait one more minute on hold. But, as business leaders outside of the contact center started seeing the full potential of a distributed workforce connected to their customers via real-time voice and asynchronous digital—reduced cost, improved operations, decreased attrition, and more—we saw the role of the contact center completely shift. CX makes or breaks a business, and the contact center is the nucleus of a successful CX strategy today.

          Now as we look toward 2022, we’ve entered the metaphoric “active recovery” phase. Businesses are catching their breath from the reactionary transformation and are preparing and designing long-term strategies. Much so, that even Forrester has deemed the upcoming year the “Grand Pivot” within its “Predictions 2022: Customer Experience” report. What’s this “grand pivot” means in terms of your CX strategy?

          These are the Five 2022 CX initiatives in the forecast:

          If you’re interested in taking advantage of the revolutionary year to come, these are where you need to start.

          Trend 1: 2022 is the Year of Instant Gratification

          When a customer need arises, “later” isn’t an option. Precipitated by widespread digital adoption in 2021, consumers no longer have patience for anything but instant gratification.

          Customers expect that you’ll deliver a 24/7, effortless response on their preferred channel. Whether it’s solving a problem, checking a balance, making an appointment, or any other need, every micro-moment along the end-to-end journey should be fast and frictionless.

          Taking advantage of this trend strategically means optimizing three often-overlooked aspects, beginning with the traditional service model.

          But, when thinking about instant gratification, a traditional service approach focusing solely on agent-assisted channels misses the full customer journey and set of needs.

          As a customer, what’s the first step you take if you have a question or need information? We asked audiences attending our recent Digital CX Week:

          digital cx week chart

          Only 4% call first. We found that more than 65% search Google, and 24% will check the website. To put this in perspective, 96% of people are attempting self-service channels before they connect with an agent. Case in point? Service doesn’t begin with traditional channels. It begins with self-service.

          Accordingly, to keep pace with customer needs and expectations, contact center leaders should be managing the journey earlier on. Instant gratification means optimizing self-service channels for fast and frictionless support.

          Optimize customer content for frequently searched queries and FAQs. Optimize this content for search so that it appears at the top of Google results and so that customers can easily surface what they need on your website.

          Optimize your chatbots to make your self-service smarter. Our findings tell us that 90% of businesses don’t think chatbots are smart enough for consumers to use regularly. The wrong chatbot technology can’t accurately process customer context, and these basic options create undue friction. But leading technology powered by more purposefully built conversational AI makes self-service smarter, transforming even complex interactions from, “I don’t understand,” to “Here’s the answer.”

          Optimize the agent experience to support a seamless customer experience. For assisted interactions, you can’t deliver instantly if customers wait while an agent navigates multiple screens and folders for the answer. Unified technology is the answer. But, trending today and for the immediate future are also AI-powered knowledge bases and AI-powered coaching, which give the agents the right actions and answers faster, making both the agent and customer feel good.

          To make this trend a little more actionable, perform an analysis of customer interactions, web search results, and/or keyword research to see what customers most reach out for and want information on. Even simply asking agents, is a great starting place for understanding what content to create and to better understand the key opportunities for improvement of existing copy. Beyond this exercise, implementing a knowledge management process can be a great entry and pilot to help justify and set the stage for a more complex contact center technology, showing great measurable improvement to both the agent and customer experience.

          Instant gratification isn’t just about moments of satisfaction paying off in CSAT and NPS benefits. It’s the cumulative sum of customer experience. For more ideas and resources in getting it right, stream our recent webinars “When Self-Help Is the Best Help” or the 3-part “Digital CX Week” series on-demand.

          Next well cover another moment for improvement worth considering.

          Trend 2: shift To Recognize generation-less preferences for Digital

          shift to recognize generation

          One of the seismic changes in consumer behavior is the shift from “digital natives only” to “generation-less” channel preferences. Previously, “digital non-natives” who didn’t grow up with the internet and social media, had vastly different channel preferences compared to the “Digital natives” like Gen Z and Millennial customers. But today, channel preferences have muddied and aren’t so narrow. We’re seeing a generation-less wave of customer preference for digital channels.

          Since 2020, due to mandates and personal safety, face-to-face interactions were replaced with digital. These changes were not limited to younger, digital-native generations. All consumers upgraded their home technology as they started adapting to a new life. From shopping eCommerce for contactless delivery and using mobile banking applications to making online appointments for telehealth services. Even Baby Boomers and other digital non-natives were falling into the benefits of digital connection. And there’s no rebounding.

          This generation-less trend impacts the CX industry in a few ways:

          • There are no generation-bound digital channel preferences. Big majorities across all age groups want self-service, and there’s widespread adoption of self-service, messaging, and digital channels like email, SMS, messaging, and social.
          • There are higher expectations for digital experiences. No longer can certain industries get away with less-than-stellar experiences. Digital-first consumers and even employees are judging experience based on the best they’ve had completely agnostic of industry or business size. And when they don’t get what they expect, digital offers a boundaryless landscape of alternative options.
          • Customers and employees wield the power. If you can’t deliver on expectations, one-third of customers will walk away, and employees will quit (cue the Great Resignation). Businesses can no longer serve their own interests and must adopt a customer-centric approach to survive.

          Customer-centricity matters more than ever. As customer experience has evolved into a business priority. The contact center is more important, with a larger role supporting the end-to-end journey for journeys.

          Trend 3: Hybrid work will Be the primary workforce model

          Hybrid workforces are not just the future—they’re right now. But what’s alarming, is that Forrester predicts, “[of] the 60% of companies shifting to a hybrid model: One-third of attempts at anywhere work simply won’t work” (Forrester Research, Predictions 2022 Guide). The reason for failure isn’t due to the hybrid model itself, it’s the lack of companies’ full commitment to getting the experience right.

          Approaching the digital model, the same way you would an in-person model isn’t conducive to hybrid, digital-first workforces. Thinking about digital isn’t making a few tweaks to the in-person model, it means reimagining the model. Here are two examples:

          • When workers are remote and juggling personal and professional lives, a rigid schedule doesn’t always work. From mental health, picking kids up at the bus stops, or walking dogs, flexible locations necessitate flexible scheduling.
          • When it comes to performance reviews, supervisors are subconsciously preferential to who they can see. It’s the same science behind placing fruit and vegetables in areas of higher visibility when you’re trying to eat healthy. But aligning performance reviews to measurable outcomes will establish a non-biased approach.

          This hybrid work failure is important to be mindful of because a model blending remote and in-person work has created new job opportunities, offered flexibility, and given employees the freedom of choice. It’s partly responsible for the “Great Resignation.” If the employee experience isn’t up to par, there’s more opportunity to leave.

          To make hybrid work, leaders need a purpose-built strategy that prioritizes digital-first employee experience. No matter how many improvements to CX you make, if the employee experience (EX) doesn’t mirror the customer experience (CX), your attrition and CX will continue to suffer.

          For instance, sixty percent of agents report lacking the tools they need to deliver meaningful CX (ICMI). Agents need to be equipped with AI-powered tools that empower them to quickly respond to every customer need. One solution for removing their friction might be an AI-based employee assistant that can automate routine tasks and provide real-time coaching and information. Or technology that enables you to better evaluate quality or performance metrics can help you understand training opportunities and where to improve friction.

          Getting hybrid work right will engage and build lasting connections with your employees, and your customers.

          Trend 4: Proactive is the pace of the customer

          With this widespread adoption of cloud technology, the speed of the customer isn’t just real-time—it’s proactive. For instance, 45% of consumers will switch brands if a company doesn’t anticipate their needs (Salesforce). This percentage is growing as digital-first experiences continue to improve, which is why this is a big focus for 2022.

          Reactive service means the customer carries the burden of support. Proactive support means you have a great understanding of who your customers are, and what causes or could cause friction in their journey, and then improving the experience to prevent or address the friction.

          To better explain, here’s a few scenarios that highlight reactive versus proactive experience:

          • A customer searches the web and doesn’t find what they need. Proactive customer service is optimizing customer content to appear in search.
          • A customer searches your website for product information trying to troubleshoot their recent purchase. Instead, proactive CX is integrating your CRM with your chatbot and proactively asking if they need support for their recent purchase.
          • A customer submits a contact us form and waits for a response. Proactive support means a customer can chat, email, call or message for any need, any time of day.
          • A customer finds out their shipment is delayed, or product isn’t in stock when it doesn’t arrive by when it’s expected. Proactive support is automated outbound messaging to apologize and inform them about the delay with an alternative option.
          • A customer must wait on a long hold. Instead, proactive support is automated callbacks or directing them to the channel with more immediate support, like messaging.

          These are just five of countless opportunities for establishing more proactive CX. The best way to know where to begin or what to improve is to invest in an analytics solution that can help businesses better understand what’s happening and why. Another way to implement is through proactive conversational AI solutions that engage customers in conversations and can predict the context for their needs.

          With this technology in place, contact centers will have better visibility on customer pain points, can better identify warning signals or customer need triggers, and can take advantage of opportunities. The benefits of actively reducing these aspects of friction are what will perpetuate and build loyal customers.

          Trend 5: Security Cannot just be a Check Box

          A shift from in-person to hybrid workforce and customer experiences can be a cybercrime buffet if not addressed strategically. Just take it from the SolarWinds cyberattack, which was a little more than a year ago. Beyond security, managing compliance has also gotten more complicated.

          Even though cloud service providers continue to improve security around the storage and transmission of data, risks are still present and remain a concern for IT. Better integrated technology that minimizes access points and enables more control over a clearer view of all the data is essential to 2022 strategies.

          A data breach isn’t just a way to gain temporary headlines. It takes one misstep to reverse years of CX improvements. Avoid negligence by taking these three steps today:

          • Assess your technology and customer experience infrastructure for security and compliance. Look for a partner that
          • Establish security standards for new technology
          • Implement ongoing assessments and auditing

          Also important is considering security and compliance vulnerabilities in a way that doesn’t hinder or limit the customer experience, which means thinking about security as part of the experience:

          • Customers want a fast, effortless experience, and don’t want to be slowed by authentication and re-authentication processes. Considering how to speed up and ease the authentication process by using AI-based voice authentication.
          • Customers value privacy and data transparency but value personalized experiences. Transparency around the benefit of opt-ins will ensure your customers have the control and personalization they are seeking.

          There are many other best practices for data security, control and compliance, application security, qualifying technology, and disaster recovery you should consider in your 2022 CX strategy. This whitepaper will guide you on the CX security and compliance best practices you need to know.

          predictions 2022 report

           

          That rounds out our list of the key 2022 CX trends. Subscribe to our newsletter to learn more about these trends and the other exciting CX focus areas taking shape. Or for even more 2022 predictions, take a look at what Forrester forecasts for the upcoming year in the “Predictions 2022: Customer Experience” report.

          And most of all, myself and the team at NICE wish you a safe, proactive, productive, and gratifying 2022!

          About the Author

          Chris Bauserman

          Chris leads product marketing, campaign strategy, and market intelligence for NICE inContact. He has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. Prior to NICE inContact, Chris led marketing for ecommerce and customer experience solutions at Rackspace and held various leadership roles at IBM and SailPoint (prior to its $2B+ IPO).

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          3 biggest takeaways on proactive engagement and the future of customer experience

          May 14, 2025

          3 biggest takeaways on proactive engagement and the future of customer experience

          Read
          Jon Heder on Future You is Dynamite video series

          May 7, 2025

          Behind the bang: How Future You got so dynamite

          Read

          May 6, 2025

          Balancing cognitive load: Building smarter schedules to enhance efficiency

          Read
          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          May 1, 2025

          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          Read
          5 ways to empower agents: The future of self-managed schedules

          April 24, 2025

          5 ways to empower agents: The future of self-managed schedules

          Read

          More from the blog

          3 biggest takeaways on proactive engagement and the future of customer experience
          Customer ExperienceMay 14, 2025

          3 biggest takeaways on proactive engagement and the future of customer experience

          Customer experience (CX) can look one of two ways: You sit down at a restaurant, ask the waiter for a glass of cold water, remind him a couple of times, and then eventually, when he brings it, you send it back for ice.

          Read
          Jon Heder on Future You is Dynamite video series
          AIMay 7, 2025

          Behind the bang: How Future You got so dynamite

          Ever wonder what happens when you mix CX drama, AI fails, and a little Napoleon Dynamite energy? Well… gosh! You’re in luck. Quicker than you can say, “No freakin’ way”—we’re giving you a behind-the-scenes (BTS) look at NICE’s Future You is Dynamite videos.

          Read
          Workforce OptimizationMay 6, 2025

          Balancing cognitive load: Building smarter schedules to enhance efficiency

          Contact centers have always faced employee retention challenges. The last several years—through a pandemic, the Great Resignation, and difficult economic conditions—have compounded the problem.

          Read
        • Delivery of instant gratification
        • Appealing to Generation-less digital preferences
        • Accommodating hybrid, digital-first workforce
        • Enabling proactive and predictive support models
        • Focused attention to security and accessibility