What makes this year different: 4 neighborhoods featuring every dimension of CX AI
NiCE World has a new lens on customer experience, organized around the decisions leaders are making right now. Through four connected neighborhoods, explore where AI agents can take action, how to build a unified human and AI workforce, how to orchestrate journeys instead of managing disconnected steps, and which platform capabilities can make all of it work at scale.Agentic Experience Automation – This is where AI agents handle conversations, move resolutions forward, and determine the next best action with governance and human oversight built in.Workforce Empowerment – AI copilots, intelligent coaching, quality management, and the tools that help human and AI agents improve together.Engagement Orchestration – Where voice, digital, and proactive engagement come together so customer context travels with the journey instead of resetting at every handoff.CX AI Platform – The foundation that turns every interaction into a signal for the next one, including multimodal journeys, hybrid human-AI workflows, and AI agent evaluation before anything goes live.The show floor is designed to help you move from demo to customer proof to expert guidance without losing the thread. That makes it easier to focus on the decisions that matter most and leave with clearer next steps.You’ll be able to pressure-test the questions leadership teams are asking now:- What AI agents need to safely run workflows end-to-end
- How humans and AI agents improve together
- How to connect channels so context follows the customer
- Whether your platform can keep learning over time
1. Watch AI take on the work that usually breaks the demo
Most AI looks impressive until it hits the edge cases your operation deals with every day. NiCE World puts those moments in full view.Watch AI agents handle billing disputes, fraud escalations, post-call work, and workflow steps that usually expose the difference between a polished demo and a production-ready system. Then ask the harder questions: what signals is the AI using, where does governance step in, how does the handoff work, and what improves over time?Visit the Vertical Village for industry-specific AI in action across Healthcare, Retail, Financial Services, and more. This is where enterprise AI gets tested in the conditions that separate hype from accountability.2. Learn best practices from a CIO’s unfiltered perspective on what it takes to deploy AI agents
Many AI sessions talk about the destination; this one talks about the build process itself from the C-suite decision through the organizational change management and implementation.NiCE CIO Hadas Reisbaum deployed AI agents inside NiCE itself, and her session doesn't start with the wins. It starts with the harder question: what happens when the assumptions your organization was built on no longer hold?Agentic AI doesn’t slot into an existing operating model. It challenges the architecture, the workflows, the governance structures, and the fundamental logic of how work gets done. In “When AI Redefines Everything, the CIO Redefines the Enterprise,” Reisbaum shares what rebuilding in motion looks like - the decisions couldn't wait, the structures that had to change, and what it means to stop optimizing and start reinventing while your organization is moving full speed ahead.If you’re moving from AI experimentation to AI as a foundation, this is the session that shows you what’s coming from someone already on the other side.Then, visit the Agentic Experience Automation neighborhood to learn more about how AI agents can move your business forward.3. See what orchestration looks like when context follows the customer
Sending customers to the right queue is table stakes. True orchestration means intelligence travels with the customer across every channel, every handoff, every interaction – so the context carries forward, next best actions surface automatically, and friction disappears.The Engagement Orchestration neighborhood and roadmap session "From Routing to Outcomes: The Future of CX Orchestration" shows what that looks like in practice.Then, don’t miss Apple Messages for Business on the show floor, sharing how they deliver personalized, high-value service through intelligent routing and real-time engagement. This is what modern CX delivers, and what your customers already expect. See what that model looks like in practice.4. Discover how to resolve customers’ issues before they ever reach out
The best service moment is the one that never has to happen.Openreach, a unit of BT, redesigned 15 million customer journeys with proactive AI agents during one of the U.K.’s largest digital infrastructure transformation programs. They scaled their broadband upgrade experience by improving their appointment success and decreasing inbound volume - all before customers needed to reach out.That's the shift: AI agents that anticipate needs and start conversations across text, email, and voice on the customer's behalf. Less friction. Fewer repeat contacts. More value at every touchpoint.Explore the Engagement Orchestration neighborhood to see proactive engagement in action across every channel. The strategic question to bring with you: how much customer effort can you eliminate before the first call is ever made?5. See how leading brands are managing humans and AI as one workforce
The workforce conversation has changed. It's not just about humans or just about AI, it's about how they improve together as a single connected system.The Workforce Empowerment neighborhood and roadmap session “Human & AI Agents, One Workforce” outlines that model. Then Kaiser Permanente, TD Bank, and Hyatt bring it to life on the show floor by sharing the practices behind their shift from support function to strategic value driver through a blended human and AI workforce.Don't just hear about the future of workforce. Hear from the leaders already building it.
6. See the ROI case for a smarter workforce model
Workforce management gets harder when you blend human agents, AI agents, new interaction types, and more variable demand. It also becomes significantly more valuable.The “What's Next in AI-Powered Workforce Management” session gives leaders a practical view of where planning, forecasting, and staffing are heading. Then Lowe's makes the ROI case in real numbers: over $1 million saved in eight months by replacing spreadsheets and custom apps with AI-powered workforce management with 22% of agents using self-service tools daily.Better decisions. Less manual work. More capacity — without adding headcount. Come see how they got there.7. Bring your stack diagram. Leave with a better one.
Every CX leader has a version of the same concern: too many tools, too much fragmentation, and too little shared intelligence across them.The CX AI Platform neighborhood is where that conversation gets honest. You'll see up close how an enterprise platform supports multimodal journeys, hybrid human-AI workflows, AI agent evaluation, and continuous improvement. More importantly, you'll see the difference between adding more AI to a fragmented stack and building a system that actually learns across interactions.The roadmap session “The CX AI Platform Advantage: One Foundation, Every Experience” makes the stakes clear. Your platform shapes whether AI scales beyond the pilot or stalls under the weight of fragmentation.Come with your stack diagram, your governance questions, and integration concerns your CIO raised in last week's meeting. NiCE World is exactly the right place to pressure-test all of it.8. Your customers are already telling you what to automate next. This session shows you how to listen.
Every interaction is a data point. Taken together, they're a roadmap, one that most organizations are sitting on without realizing it.NiCE's AI experts take the stage on the show floor with “Accelerating Impact with AI Interaction Analytics: Blueprint for What's Next.” The premise behind this is deceptively simple: before you decide what to build next, find out what your customers are already telling you.Interaction analytics surfaces where friction lives, which compliance risks are hiding in plain sight, why customers keep calling back, and, critically, which workflows are ready for automation right now. The difference between an AI investment that delivers ROI and one that disappoints often comes down to whether you picked the right use case. This session gives you the framework, and insights on how to use data, to pick better.
9. Turn AI strategy into execution on EDU Day
AI strategy only creates value when teams know how to operationalize it, and many teams lose momentum on their ideas as soon as someone has to actually start building.EDU Day helps close that execution gap. Choose from 14 tracks of hands-on training led by NiCE education specialists and business consultants. These sessions cover the parts that fancy demos and vision decks gloss over: configuration, governance, measurement, and the continuous improvement cycles that keep AI performing after launch.Come ready to dive in, because these are working sessions, not seminars. You’ll leave with practical guidance on your real projects, your real constraints, and your actual timeline.The gap between “we have an AI strategy” and “our AI is delivering results” is an execution challenge, and EDU Day is where the deck becomes a plan, and the plan becomes results.
10. One main stage. A clearer view of where CX AI is going next.
The expectations on CX leaders are higher than ever. So are the consequences of placing the wrong AI bet.NiCE World keynotes connect market direction, platform strategy, and execution reality in a way that helps leadership teams make sharper decisions.Scott Russell, NiCE CEO, makes the case for why the future of CX belongs to organizations that orchestrate intelligence, not just the ones with the most tools. Jeff Comstock, President of CX Product & Technology, and Philipp Heltewig, NiCE Chief AI Officer, go deeper on the innovation roadmap and what the next wave of agentic AI unlocks for enterprise CX.Together, they answer the question every leadership team is facing: we know AI matters, but where do we place the next bet?Leave with clarity. Leave with conviction. Leave with a stronger case to bring back to your board.11. The power of networking at NiCE World: Sharpening your plan with experts, analysts, and peers
The main stage sets the vision. But the moments that actually change your roadmap? Those happen at the Expert Bar, in the analyst suite, walking through the show floor, and across a table from someone who just solved the problem you're still wrestling with.At the Expert Bar, bring your real workflows, your real constraints, and your real target outcomes. Leave with answers specific enough to act on, not talking points to file away.Analyst 1:1 sessions are back by popular demand, and sign up now, because these spots go fast. Thirty minutes, completely in private, with leading voices from Forrester, IDC, Frost & Sullivan, Metrigy, Everest Group, and more. These aren't panel soundbites. They're direct conversations about where AI is delivering ROI, how teams are orchestrating end-to-end experiences, and where the workforce is heading next. First come, first served. Sign up now.Peer roundtables and meetups are where the most honest conversations happen. No slides. No positioning. Just someone who's already been through the rollout telling you what they'd do differently, and what finally got them from pilot to enterprise scale. Some of the best thinking you take home from NiCE World won't come from a stage. It'll come from a conversation you almost didn't have.12. Find the partners who can actually build your roadmap
A roadmap without the right delivery team is just a slide deck. Enterprise CX depends on the right integrations, implementation capacity, and operating model to make AI real — not just planned.The Partner Pavilion is where that changes. Evaluate implementation partners, explore proven frameworks, and find the teams with the capacity to take your AI strategy from whiteboard to production. Come with your biggest delivery questions. Leave knowing exactly who can get this done at enterprise scale, on your timeline.The question isn't whether to invest in AI. It's whether you have the right people around you to execute it.
BONUS: A world-class finish to NiCE World
Three days of AI strategy, live demos, and executive keynotes deserve a proper send-off.Consider this your proactive notification: Nick Jonas headlines the Customer Appreciation Party. This is the type of experience you just can’t automate.Jason Sudeikis closes out NiCE World with something every CX leader can appreciate after three days in Orlando: a reminder that great experiences start with genuinely caring about people.Those moments matter because the best ideas sometimes come when you step back, look at the work differently, and reconnect with what great experiences are meant to feel like.
