• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
Customer Experience (CX) AI Platform
  • Customer Experience (CX) AI Platform×
  • Platform

      CXone Mpower Platform

      • Platform Overview

        Complete AI platform for customer service automation

      • Enlighten AI

        Powering smarter CX with AI-driven insights and automation.

      • Cloud Architecture

        Innovative cloud-native foundation to rapidly scale extraordinary CX

      • Dashboards & Reporting

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

      • Integrations

        Seamlessly connect your business systems with our platform

      • Trust & Compliance

        Securing your trust with every interaction

      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

      • Capabilities

      • Interaction Orchestration

        Interaction Orchestration

        Orchestrate all interactions and workflows across every customer service touchpoint.

        Learn more

        • Omnichannel Routing

          Reduce wait times and boost conversions with smart customer-agent matching.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, and proactively connect to reduce friction.

        • AI Orchestrator

          Unify and optimize every customer service workflow from intent to fulfillment.

        • Agent Desktop Workspace

          Connect front and back office teams with data, conversations, and workflows together in one place.

      • Workforce Augmentation

        Workforce Augmentation

        Amplify team performance with specialized AI copilots for every role.

        Learn more

        • Specialized AI Copilots

          Elevate human performance with specialized AI copilots for every role.

        • Workforce Engagement Management

          Elevate employees, adapt to flexible work, and meet expectations - without compromise.

        • Automated Agent Notetaking

          Instantly summarize interactions - accelerating resolution times and agent efficiency.

        • Voice of the Customer

          Unlock customer insights to enhance experiences, drive loyalty, and boost business growth.

        • Interaction Analytics

          Gain AI-powered insights from 100% of interactions to drive continuous improvement.

      • Service Automation

        Service Automation

        Automated customer self-service solutions increasing retention rates.

        View Products

        • Intelligent Virtual Agent

          Boost self-service satisfaction and conversion with conversational AI agents.

        • Experience Optimization (XO)

          Synthesize real customer conversations to identify your top automation opportunities.

        • Proactive AI Agent

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

        • Knowledge Management

          Activate AI-powered enterprise knowledge to increase self-resolution rates and loyalty.


      • 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


      • View All Products
    • 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

        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

      • 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

          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

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

          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
          © 2025 NiCE
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility

          Stay Connected

          © 2025 NiCE
          How to Overcome the Digital Experience Dilemma

          How to Overcome the Digital Experience Dilemma

          by Michele Carlson
          December 10, 2021
          Share

          Consumer demand for self-service has only intensified during the pandemic. Nearly two-thirds of CIOs (65%) have seen an increase in the use of self-service by customers or the general public, and 79% expect that usage to continue to grow, according to the Gartner CIO Agenda 2021. Already, some eight out of 10 enterprises today offer at least one self-service app, Forrester has found.

          Self-service offers a range of benefits, from lower costs to increased customer spending, higher levels of customer satisfaction, and more.

          “More digital products and services or self-service avenues encourage established customers to spend more, despite a lack of in-person touchpoints,” Gartner journalist Kasey Panetta wrote. “These digital avenues will also enable organizations to extend sales and service hours without requiring more staff.”

          While there is growing popularity and demand from customers for digital experiences, there is also an ongoing need for live voice and chat interactions – creating a “digital dilemma.” So what is this dilemma? Even though digital channels are ripe for more complex tasks, and customers want resolutions in digital channels, those same digital channels need expansive data sets for training and tuning – how does a business go about breaking the cycle?

          Fortunately, machine learning and artificial intelligence (AI) make it easy for enterprises to rethink their digital channels. Here are the top challenges they are tackling—and how a data-driven digital strategy accelerates better CX.

          Challenge: A reliance on guesswork, not data. Conversations between customers and agents contain an untapped wealth of data – but it’s not easy to share these insights to digital channels. Businesses often find it challenging to understand and drive value from live interaction data. Current approaches, frequently workshop with whiteboards, cannot handle all of the nuances of every interaction on every channel. Digital experiences need data, and this narrative approach with workshops and outside consultants misses the richness of human conversations.

          How to overcome this challenge: Start with data, not a workshop.

          AI and machine learning are the keys to unlocking insights from live conversational data to improve the digital customer experience. With the right tools – it’s easy to harness and evaluate human interactions – the most valuable asset to accelerate digital transformation. AI-powered technologies learn from human conversations to identify customer intents and how agents resolve each customers’ needs. AI and machine learning replace guesswork and workshops to handle more interaction dimensions, building better digital experiences, enabling businesses to:

          Challenge: Rapidly increasing customer expectations for self-service. Customers want to resolve their issues using self-service channels, and they expect 24/7 support. When businesses cannot provide self-service resolution, customers become frustrated, and costs soar (contact centers spend 100x more on live service than self-service).

          How to overcome this challenge: Include digital in CX.

          When planning CX initiatives, digital experiences are critical channels to driving improvements for first contact resolution and customer satisfaction. Investing in self-service means better CX, and this has a direct impact on the bottom line. Improving self-service increases first contact resolution (FCR) and self-service resolution rates and improves consumer engagement and satisfaction.

          Challenge: The increasing complexity in customer issues. Today, Gartner finds that self-service only resolves 9% of interactions – and still, only the most simple, straightforward customer intents. The aforementioned narrative approach, a fancy way of saying “guesswork,” makes it difficult to expand digital capabilities to handle more complex customer needs.

          How to remedy this challenge: Follow the data.

          An empirical approach to self-service uses data to identify customer needs and the steps agents need to take to resolve each customer intent. Expand self-service to handle more complex intents by using conversational data from live chat and voice interactions.

          Challenge: Nonstop evolution of customer needs. Customers’ needs change constantly, and businesses cannot update self-service fast enough to respond to them.

          How to remedy this challenge: Commit to continuous improvement.

          Evolve your self-service channels to adapt as quickly as customer needs do—continuously. AI quickly finds customer needs and uncover how agents resolve intents using the conversations between customers and agents.

          The demand for seamless digital experiences is here to stay. With Enlighten XO, businesses are evolving their digital strategies in a way that simultaneously improves CX and reduces self-service development time.

          Learn how Enlighten XO is helping contact centers across industries to elevate experiences with smarter self-service. By harnessing data from live interactions to continuously improve self-service experiences, Enlighten XO gives businesses the insights they need to deliver better experiences across every channel.

          Ready to make your self-service work? Read the top steps for smarter self-service

          About the Author

          Michele Carlson

          Michele is a Director of Product Marketing who helps brands accelerate their digital transformation with cutting-edge AI and analytics solutions. She brings a warm, energetic approach to connecting businesses and consumers with technology to drive results. Her experience with AI and analytics spans over a decade and includes product development, change management, data analysis, and coaching skill development. Outside of work, Michele is a mom of four and enjoys skiing and yoga.

          See All Blogs

          Follow Us

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

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          5 reasons why AI without memory is just guesswork

          July 2, 2025

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Read

          July 1, 2025

          Create a streamlined world: Where tickets and data live in one place

          Read
          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          June 24, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          Read

          June 18, 2025

          Reimagine automation with CXone Mpower Agents that act, resolve, and scale instantly

          Read

          June 17, 2025

          Building a NiCE world: The stories making the world brighter

          Read

          More from the blog

          5 reasons why AI without memory is just guesswork
          AI

          AI that forgets isn’t worth paying for: 5 reasons memory is key to AI-powered experiences

          Think about the last time a business truly impressed you. Not with flashy tech or a clever ad, but with the simple power of remembering who you are.

          July 2, 2025

          Customer Experience

          Create a streamlined world: Where tickets and data live in one place

          What if service wasn’t something customers had to chase… but something that found them? What if technology didn’t replace people… but actually amplified their ability to serve? What if we could finally blur the lines between the front office and back office… making the entire customer journey seamless?

          July 1, 2025

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world
          AI

          The power of partnership: How NiCE, AWS, ServiceNow, and Snowflake are creating a NiCE world

          At NiCE, our vision is to create a world where customer service just works. It’s a world that is seamless, smart, and connected across every interaction.

          June 24, 2025

        • Review every interaction, not just a sampling
        • Recognize the highest priorities customer intents for automation
        • Identify how agents resolve each unique customer intent
        • Gather the specific words and phrases needed to train self-service to identify intents and the agent tasks to resolve them