What it means to ‘create a NiCE world’
When asked what creating a NiCE world means to them, our customers answered that it’s about making meaningful connections, solving problems with care, and making a difference in people’s lives.“Our motto is ‘be the difference.’ Be the difference for the customer, for your peers, for the company,” said Nate Edwards, EVP of Network Services & Business Transformation at Optimum.For Amy Lins, VP of Customer Success at Money Management International, a NiCE world is one “where you don’t feel like a number, where you feel like you are authentically cared about.”These stories remind us that customer service isn’t just a function, it’s an experience that can build trust, brighten someone’s day, and foster genuine connection.And it’s working. Customer service professionals are making a measurable impact.NiCE’s Global Happiness Index shows that while overall happiness worldwide has declined - dropping to 58% in 2025 from 66% in 2024 - happiness with customer service is rising, improving from 36% to 41% in the same period. Even when the world feels challenging, service professionals are raising the standard of care and creating moments of positivity.How companies provide exceptional service
At the heart of every great customer experience are dedicated people, showing up every day to make a real difference.“When we think of the impact that we have on the lives of people...it is part of the fabric of what we do every day,” said Jeff Lane, Contact Center Support Services Manager at FedPoint.Behind the scenes, customer service professionals are the steady voices on the other end of the line when customers need help most.“We often are talking to the most at-risk, vulnerable communities in their lowest moment. No one is calling us when they’re having a sunshine happy day,” said Amy Latzer, COO of 211 LA. “I feel like it’s part of my mission in life to help others.”Research from MIT Technology Insights, The connected customer, shows that 77% of agents are handling complex issues all or most of the time. It’s inspiring work, but it can also lead to burnout.That’s why more organizations are leaning on AI to support their people. In Metrigy’s new Customer Experience Optimization 2025-2026 research, about 60% reported better employee satisfaction when agentic AI is used for CX. According to Robin Gareiss, CEO and Principal Analyst at Metrigy, companies can use AI to ease workloads and reduce stress. As Gareiss told MIT:“Companies are using AI to determine when an agent needs support. AI can determine when the agent needs a break, which links to lower turnover rates.”How AI supports the people behind every experience
Organizations are increasingly seeing AI as a tool to empower their teams to bring their best selves to every conversation.“We believe in finding and using the tools that are going to support our staff,” said Matt Schaeufele, Program Manager of Contact Systems, EdPlus at Arizona State University.By taking on repetitive tasks and speeding up resolutions, AI gives agents more space to focus on the moments that require empathy, creativity, and human judgment.The impact is clear. Workers who use AI feel more supported and engaged in their roles. Aberdeen Research’s CX Leaders’ Agenda benchmark survey found that AI users see a 5.5x greater year-over-year increase in employee engagement.It also helps lighten the load. According to Omdia’s The State of Digital CX 2024: Survey Analysis, 39% of North American CX professionals report AI-led automation has improved proactive issue resolution in their contact centers.The result? When people are supported and have the tools and resources to do their jobs, employees are more satisfied and more engaged, leading to less turnover and better service overall.Still, research shows that empathy is most powerful when it comes from a person. MIT’s latest research shows that while some consumers appreciate empathetic messages from AI, 42% say it makes no difference and 20% even find it frustrating. Real empathy, it turns out, still resonates most when it comes from a person.As NiCE’s Global Happiness Index highlights, trust and satisfaction rise when brands blend AI with authentic human connection. Technology provides the assist, but people create the impact.“Our research shows that when people trust AI, they’re both happier with a service and happier overall. Still, human connection matters. To deliver true customer service happiness, brands must seamlessly blend automation with the human touch.”
Scott Russell, CEO, NiCE
