Every enterprise wants AI to do more. More automation. More personalization. More intelligent self-service. More ways to improve customer experience (CX) without adding complexity and cost.But AI is only as strong as its data foundation.When CX data is trapped in siloed channels, systems, teams, and workflows, AI can’t see the full customer story, and it can’t reliably trigger the actions that resolve the issues. Successful AI outcomes start with a data foundation that gives AI the context to understand, decide, and act. NiCE and Snowflake are changing that.Through the NiCE strategic partnership with Snowflake, NiCE CXone is a connected AI platform that brings together the industry’s most complete, AI-ready customer engagement data on the Snowflake AI Data Cloud to create a unified foundation for enterprise-grade AI and automation.With the right data in place, AI moves from promise to practical impact. Here’s how:
Move from “records” to reality: The customer story lives in the interaction
One unified data foundation across the front, middle, and back office
The data advantage compounds over time
Proof in practice: Connected CX, measurable gains
1. Move from ‘records’ to reality: The customer story lives in the interaction
Most enterprise systems tell just a fraction of the customer story.A CRM may show what was entered into a field. A case management system may show whether an issue was escalated. A billing system shows what a customer owes. Each source is valuable, but incomplete on its own.The customer story lives in the interaction itself: What the customer asks, what they mean, how the agent responds, which systems come into play, and whether the issue is actually resolved.CXone captures and structures that interaction intelligence, and by partnering with Snowflake, that interaction intelligence is unified on one foundation in a way that supports the scale, governance, and performance enterprise AI requires.
2. One unified data foundation across the front, middle, and back office
Great experiences don’t end when the conversation does, and neither should the data behind them.Unlike fragmented systems and AI point solutions, CXone defines customer data once and uses it consistently — across human and AI agents, orchestration, workflows, analytics, and quality — so every part of the experience operates from the same interaction data and context.That foundation draws on billions of real customer interactions across voice, digital, and automated channels, capturing intent, behavior, resolution paths, and outcomes.And with CXone integrated with the Snowflake AI Data Cloud, that same context reaches into enterprise workflows that shape the end-to-end experience, including:
Service fulfillment and case resolution
Billing, claims handling, and account updates
Cross-functional reporting and business intelligence
That shared foundation gives every part of the business more context, resolving issues faster, keeping experiences consistent across channels, and deploying AI that performs in production, not just pilots.
3. The data advantage compounds over time
Every interaction on CXone teaches the system.That is what makes a unified CX data foundation so powerful: It connects human intelligence, artificial intelligence, customer intelligence, and operational intelligence so they act in concert and improve each other with every interaction.The result is a continuous learning loop where self-service gets sharper, human-assisted interactions get smoother, and the models themselves get better. All of it improves continuously because every interaction feeds the same learning loop rather than a dozen disconnected ones.
4. Proof in practice: Connected CX, measurable gains
Organizations, like Hastings Direct, are already seeing what becomes possible when customer engagement data is connected across the enterprise.The UK-based insurer replaced eight disconnected on-premise platforms with NiCE CXone, standardizing voice, live chat, and email on one platform, and connecting the environment into Snowflake-based back-office platforms. Hastings Direct gained better visibility, reduced friction, and enabled smarter routing across its customer journey.The result included 26% productivity gains post-implementation, 98% reduction in call transfer for a specific caller inquiry with improved IVR routing, 3% reduction in system-wide contact transfers from colleague skill auditing and realignment, and 6% reduction in total cost per policy.
26%
Productivity gains post-implementation
98%
Reduction in call transfer for a specific caller inquiry with improved IVR routing
3%
Reduction in contact transfers system-wide from colleague skill auditing and realignment
6% reduction
In total cost per-policy
That is the power of connected CX data: fewer handoffs, faster and smarter decisions, and automation that holds up at enterprise scale.
Build AI on the data CX depends on
The next era of CX will belong to organizations that can turn interactions into intelligence, and intelligence into action. NiCE and Snowflake offer a stronger foundation to unify customer engagement data and activate it across the enterprise.When data is connected, governed, and ready to learn, every experience becomes an opportunity to improve the next one.See more about our NiCE partnerships, and visit Snowflake at NiCE World booth #10 to learn more
Frequently Asked Questions
Enterprise AI is only as effective as the data it runs on. When customer experience (CX) data is fragmented across separate channels, systems, and teams, AI can't see the full customer story or reliably trigger the actions that resolve issues. A unified CX data foundation gives AI the context it needs to understand intent, decide, and act, turning AI from promise into measurable outcomes.
Through a strategic partnership, NiCE CXone unifies customer engagement data on the Snowflake AI Data Cloud to create a single foundation for enterprise-grade AI and automation. CXone captures and structures interaction intelligence, what customers ask, what they mean, and whether issues are resolved, and Snowflake provides the scale, governance, and performance to use that data consistently across the enterprise.
Interaction intelligence is structured data drawn from the customer conversation itself—intent, behavior, resolution paths, and outcomes—rather than from after-the-fact records. It matters because most enterprise systems (CRM, case management, billing) each tell only a fraction of the customer story. The full story lives in the interaction, which is what CXone captures across voice, digital, and automated channels.
Every interaction on a unified data foundation feeds a single continuous learning loop, so AI compounds in accuracy rather than improving in disconnected silos. Self-service gets sharper, human-assisted interactions get smoother, and the underlying models keep getting better because human, artificial, customer, and operational intelligence all act in concert and improve one another with each interaction.
Connected CX data reduces handoffs, speeds decision-making, and enables automation that holds up at enterprise scale. UK-based insurer Hastings Direct replaced eight disconnected on-premises platforms with NiCE CXone, standardizing voice, live chat, and email and connecting into Snowflake-based back-office systems. The result included 26% productivity gains post-implementation, 98% reduction in call transfer for a specific caller inquiry with improved IVR routing, 3% reduction in system-wide contact transfers from colleague skill auditing and realignment, and 6% reduction in total cost per policy.
A unified foundation defines customer data once and uses it consistently across human and AI agents, orchestration, analytics, and quality. Then, it extends that context into back-office workflows like service fulfillment, case resolution, billing, claims, and account updates. This shared context lets organizations resolve issues faster, keep experiences consistent across channels, and deploy AI that performs in production, not just in pilots.
