1. Same NiCE name. Bigger ambition: Creating a NiCE world
Interactions 2025 marked the debut of our NiCE brand. It’s more than a visual identity; it's our blueprint for the future. It reflects a sharpened strategy, a unified vision, and a commitment to creating a NiCE world where AI, people, and purpose come together.“We want to create an environment where every interaction, every experience feels human,” said CEO Scott Russell. “It's an audacious goal, but we'll get there.”Check out our new look on NiCE.com.Oru Mohiuddin, Research Director at IDC, spent time at Interactions International hearing from NiCE customers, such as a financial services company that was able to scale from 3,000 to 22,000 agents in one year. For her, these real-world stories of impact bring the vision of a NiCE world to life."I think at the end of the day, it's not really technology, right? It’s the energy. It's people. And I think that's the message that came across very clearly. You're not talking technology, you're talking about human experience," said Mohiuddin. "When people sit there, they don't want to understand what sort of coding is required, what sort of platform is needed. What they want to know is: What does this mean for me, and what will it do to my business, and how can I succeed?"
2. The fundamental physics of business: Creating a save-time-and-money world
What began as a futuristic concept is now an executive mandate. AI is firmly on the agenda of the highest levels of business leadership, who recognize its potential to transform industries and redefine competitive advantage. But turning that ambition into reality requires more than vision, it demands operational clarity and execution.Dan Belanger, President of NiCE Americas, emphasized that behind every AI breakthrough are foundational business principles, such as affordability, governance, and change management."It's a CEO, board-level mandate. ChatGPT captured the imagination of what's possible. Like the early days of the internet, AI is a horizontal enabler to reshape every industry," Belanger said. "The fundamental physics of business still apply. You still have to afford it, govern it, implement it."3. Build once, deploy everywhere: Creating an optimized world
AI is no longer just for developers. Non-technical users can now build, refine, and optimize goal-based AI agents without coding. At Interactions 2025, NiCE unveiled CXone Mpower Agents: customizable, AI-powered assistants that are easy to create and deploy, all from a single, intuitive platform.As NiCE CX Division President Barry Cooper explained in an interview with CX Today, Mpower Agents transform workflows by combining autonomous intelligence with organizational wisdom. This allows employees to shift their focus away from repetitive tasks, while ensuring every automated interaction reflects brand values and supports business goals.“What you're actually doing is giving it a job description. You say to Mpower Agents: Your job is to identify customers that can be upgraded, reach out to those customers using a channel that's good for them. If you get approval from them to upgrade their account, then go and upgrade their account,” said Cooper.“You build these Mpower Agents once and you can deploy them across the entire CXone Mpower platform,” said Carmit DiAndrea, NiCE’s Director of AI Data Management. “Business users can write a prompt in conversational English… and the Mpower builder will build an entire conversational flow with integrations and decision points built in.”
4. AI is only as good as its data: Creating an intelligent world
The lightbulb moment for many leaders? Realizing that competitive advantage lies in how well your AI comprehends and coordinates data in real time."AI is really about data," Belanger said. "The value of what AI will deliver is based on how well-organized the data state is.”For a deeper look into how data-driven intelligence empowers transformation across industries, check out NiCE’s The State of CX Report, a comprehensive analysis of customer experience trends from billions of real-world interactions.5. Partnerships that power service at scale: Creating an amplified world
The era of isolated solutions is crumbling as we enter the age of connected intelligence.Customers are looking towards partnerships as a way to enhance the platform experience, and NiCE is now partnering with ServiceNow, AWS, and Snowflake.“The power of our innovation and AI combined with what [partners] are building, together it creates huge synergies, breaks barriers, fights disruption, moves away from siloed solutions, and gives a cohesive end-to-end outcome for our customers,” said NiCE CEO Scott Russell."This partnership [between NiCE and AWS] combines technical integration and innovation, along with go-to-market collaboration,” said Jonathan Sabatini, Global Technology Partnerships for Amazon Web Services (AWS). “At its core, it combines the best of NiCE's deep CX experience and data insights, along with AWS technical infrastructure and generative AI applications."CXone Mpower is now available in AWS Marketplace. “This will allow customers to move faster than ever in bringing this into their unified AWS environment. When you combine the technical integration along with the availability in AWS Marketplace, customers can deploy at scale in record time,” Sabatini said.AWS joined industry leaders at Interactions International as well, sharing their perspective on the future of proactive customer experiences powered by AI."What's really exciting is the ability of agentic AI to have a precognitive ability to understand a customer issue before it actually happens to delight customers in advance of queries, creating better customer outcomes, and much faster time to value," said Jerry Pang, ISV Workload Migration Program Lead, EMEA at AWS.
6. Know more, do more: Create a knowledgeable world
Think of AI-powered knowledge as a learning lab where meaningful outcomes depend on having the right mix of data, people, and experimentation. It's not just about having the tools; it's about knowing how to use them, testing what works, and building understanding over time.Max Ball, Principal Analyst at Forrester, sees the secret to creating an understanding world through continuous learning: "Get started. Chase the ROI. Get folks who understand it, get it in the lab, get it so you know what it is and what it does and why. Because then you're going to be able to do more than just what people are telling you to do."7. Meet customers where they are, before they even ask: Creating a helpful world
CX expert Julie Ask of Julie Ask Advisory talks about meeting customers where they are with AI: "Don't pause. Think first about your users and what they're comfortable doing, what kind of interface and experience they want to have with you."This represents technological evolution through human empathy, the foundation of creating a helpful world where technology serves humanity's deepest needs. "There's so much FOMO and mandates coming from the top: 'What's our Gen AI strategy?'" Ask observes. "But we need to do smart things with the technology."It’s about moving from "What can this technology do?" to "What do people need?"8. Innovation means moving faster, smarter: Creating a seamless world
With AI transforming CX from isolated solutions to seamless, automated workflows, the real differentiator now lies in how quickly businesses can innovate and respond to changing customer needs.“The biggest thing right now that companies need to and are focusing on is speed of adaptation and innovation and agility,” said Omer Minkara, VP & Principal Analyst of Aberdeen Strategy & Research. “What we’re seeing now is the ability to quickly adapt based on what changes are occurring in customer needs.”9. AI for every industry: Creating a dynamic world
Even in industries historically slow to adopt new technologies, the benefits outweigh the costs when it comes to improving the customer experience.“We are definitely at a point in time where we recognize that technology is there to help us improve the customer experience,” says Alicia Hassman, Customer Care Strategy Manager at Westfield Group. “Making it easy for our customers is really very important and the tools that NiCE brings to the market are those tools that can help us do that.”Cathay Pacific's Linjo Danes Oommen was a featured speaker at Interactions International, where he shared best service practices from the airline."The key takeaway is that there is no one-size-fits-all channel strategy. It needs to be a lot more nuanced. If you're designing the channel strategy, it needs to cater to various segments of customers, offer them a channel of their choice," he said. "At the same time, I'd like to reiterate that human connection is going to create the edge for your brand. It's not just good to have. It makes complete business sense to focus on the human connection."
