Step inside
The Room Where It Happened, Season 3 - a thought-leadership video series exploring how CX AI is transforming customer experience at enterprise scale. From scaling operations to driving hyper personalization and reimagining what’s possible, these seven episodes reveal how AI-powered customer experience amplifies people, elevates service, and creates a NiCE world.
1. Building a world where every interaction feels human - and AI makes it possible
NiCE CEO Scott Russell shares the vision behind creating a NiCE world, where AI and human intelligence come together to deliver exceptional service. From bold company strategy to operational execution, discover how NiCE is redefining customer experience across industries around the world.
“We're competing with the biggest and best companies in the world. We're impacting the way consumers talk to their brands and have delightful experiences,” Russell said.
Find out more about where NiCE and the industry are headed
here.
2. Partnerships are unlocking new insights from enterprise data
Bill Tarr, Principal Partner Solutions Architect at AWS, reveals how partnerships like NiCE and AWS are unlocking data siloes to uncover rich insights and get the most out of AI.
“That’s where the partnership relationship is so valuable, the fact that we can think together and work together to build integrations,” Tarr said. “It will remove a lot of the undifferentiated heavy lifting from people's day-to-day workloads, and it will also help us to help others and make their journeys better. This is the power of AI as I see it. Partnerships are more than the sum of their parts. It creates a greater opportunity for us to add value together.”
NiCE and AWS have made multiple big
announcements in the last year to accelerate CX AI adoption.
Learn more about the NiCE AWS partnership
here.
3. From logistics to life-changing deliveries — CX AI ensures every promise is kept
Rochelle Russell-Thomas, Performance Manager at Delta Airlines, shares how CX AI helps ensure promises to customers are always met. From high-value freight to seamless service transitions, see how CX AI enables Delta to deliver reliability, trust, and precision at scale.
“We really had to align on how we're going to move forward, how we're going to transform our service center, and in essence, be the most trusted brand in the cargo industry,” Russell-Thomas said. “It is truly an aligned partnership with NiCE and Delta Airlines.”
4. Leading the CX conversation by putting customers at the heart
NiCE CMO Michelle Cooper discusses the power of customer obsession in creating a NiCE world.
“There isn't a consumer on this planet that does not want their provider, their brand, to understand them better and to be able to better serve them in that moment of interaction. And that is what creating a NiCE world is all about,” Cooper said.
Learn more about the art of customer obsession and how brands are driving exceptional customer experiences in Michelle’s byline
here.
5. AI that knows what your customer needs before they do — and protects them when it matters most
Rupert Abbott, Head of Global Risk and Contact Center Platforms at Aon, shares how AI is transforming insurance and risk management. Abbott discusses the power of CX AI in unlocking new data insights and driving a better customer experience.
“One of the requests we had last year from major enterprise customers is we are so large that we don't actually know what our customers or employees necessarily feel about the services or the benefits if they're a health package that they receive,” Abbott said. “We're now able to take all of that rich and deep data that Aon has had for hundreds of years and certainly a lot more digitized recently, and take that to our clients and say, look, here's what we're seeing in themes.”
See how AI is creating
happier customers.
6. Differentiation at scale: AI-driven customer service helps clients deliver experiences no one else can
Sashen Naidu, Global VP, Customer Experience Services, NTT, explores the long-standing NiCE NTT partnership and how AI enables clients to deliver vertical-specific, highly differentiated experiences. Naidu said AI is not just hype, there is real-world adoption happening today.
“Most of the AI adoption that we are seeing is not about AI, but what we can do with it. What pain point can we address? What challenges do they have today? How can we enable them to deliver better customer engagement, better customer experiences? So AI adoption is really more about enablement and execution versus AI,” Naidu said.
7. Forget one-size-fits-all - see the future of CX AI that adapts to every individual
Tech futurist and industry analyst Julie Ask dives into the future of customer experience, where AI powers personalization at scale and makes adaptive, intelligent interactions possible.
“I think today we talk a lot about using AI to generate text for chats or for voice and for conversations, but there's no reason that we can't also be dynamically creating and delivering richer media experiences,” Ask said. “As a consumer, why can't I define what my mobile banking app should look like?”
Learn how companies can leverage AI to reimagine experiences that truly align with individual customer needs
here.
Watch the full season of The Room Where It Happens and create a NiCE world
