At NiCE World 2026, the partner story was bigger than any single session, solution, or stage moment. It was a clear signal of where CX is headed next — and what it will take to get there.Across the conference, 330 of our NiCE partners and sponsors brought a sharp perspective on the future of AI-powered customer experience: More intelligent journeys, more connected operations, and a new model where human expertise and AI work together in real time for an audience of nearly 1,800 customers and prospects.But the conversation didn’t stop at what’s coming. Partners also showed what’s already working.From AI-powered payment collection and fraud detection to front-office transformation and service automation, our partners are helping enterprises turn complex CX challenges into practical, scalable progress on the NiCE CXone platform.Together, these conversations pointed to two powerful themes:
The future-focused insights shaping the next era of CX.
The real-world use cases prove that AI, automation, and orchestration are already changing how service gets done.
“Technology has changed. Our industry has changed. But what hasn't changed is our commitment to partnership, to innovation, and to improving customer experience.”
Scott Russell
CEO, NiCE
The next chapter is already taking shape
A connected brain that spans the customer journey with PwC PwC made the case for a front office that does more than connect data. It needs to connect decisions. When sales, marketing, service, commerce, and pricing operate in silos, cost to serve can rise 5x without context—so value slips away at every handoff. The answer is an agentic ‘Connected Brain’: a decision fabric that senses, decides, acts, and learns in real time across the customer journey. Built on NiCE CXone, that shift can help enterprises unlock 2x value in half the time.Exploring the future of service with Deloitte Digital Deloitte made the future of service feel less like a distant vision and more like an operating mandate. Agentic AI is pushing service into its third wave, where autonomous, proactive, and hyper-personalized support can scale across the enterprise. This next era is defined by both smarter technology and a redesigned service model built around new workflows, new roles, stronger data foundations, and continuous innovation. With 35% of organizations already using agentic AI meaningfully, and 71% of consumers still preferring the phone for complex issues, the future is unmistakably hybrid.
Where AI-powered CX gets real
The next wave of CX is already showing up in the moments that matter most. NiCE partners help enterprises solve high-stakes challenges across service, security, and operations:Building a more connected path to citizen service with Accenture The State of Tennessee’s transformation started with a simple problem: too many phone numbers, too many handoffs, and too little context. Accenture helped the agency move toward one DHS contact center on NiCE, integrating ServiceNow, AutoSummary, proactive communications, and Cognigy pilots for password resets, account unlocks, and case linking—helping citizens get answers faster while agents focus on higher-value support.Making collections more proactive, personal, and human with Deloitte Digital Deloitte showed how Cognigy-powered proactive AI can turn collections from a missed-call cycle into a guided journey. With NiCE CXone and Cognigy, proactive AI agents can send reminders, schedule callbacks, verify accounts, co-create payment plans, apply hardship relief, and set follow-up reminders, helping customers recover earlier without losing human connection.Restoring trust in every real-time interaction with Pindrop Fraud prevention is becoming a critical part of managing CX. With Pindrop integrated into the NiCE platform, Charles Schwab moved from manual judgment to proactive protection, using passive voice authentication, fraud alerts, and deepfake detection to safeguard 47 million client accounts, reduce friction, and catch fraud faster, including an $85,000 wire fraud attempt within days.
Together, partners are shaping the future of CX
NiCE World made one thing clear: AI transformation does not happen in isolation.It takes a platform built for scale, partners who understand the realities of enterprise change, and customers ready to rethink how service gets done.That’s where the NiCE partner ecosystem stands out. Partners aren’t just helping organizations prepare for the future of CX — they’re helping build it. Teams are turning big ideas into practical progress across industries through real-world execution, creating measurable impact and customer moments that matter today.Join us at CCW for The Rise of Agentic AI in Operating Models: Transforming Customer Service into Intelligent Systems on Wednesday, June 24 at 11 a.m. PDT with leaders from NiCE, Accenture, and CMP Research. Register today
Frequently Asked Questions
The partner focus at NiCE World 2026 centered on how enterprises can move from AI ambition to real-world execution. Partners showed how AI, automation, orchestration, and human expertise can work together on a shared platform to improve customer experience, streamline operations, and solve complex service challenges at scale.
NiCE partners are helping enterprises apply AI to practical CX use cases, including proactive collections, citizen service transformation, fraud prevention, automated summaries, service automation, and connected front-office operations. These use cases show how AI can improve speed, context, personalization, and operational efficiency across the customer journey.
Agentic AI is important because it allows service organizations to move beyond reactive support. Instead of only responding to customer requests, agentic AI can sense intent, make decisions, take action, and learn from interactions. This creates more proactive, personalized, and scalable service experiences while keeping human experts involved where they add the most value.
NiCE CXone provides the platform foundation that helps partners connect AI, automation, data, workflows, and human agents across the customer journey. By building on CXone, partners can help enterprises reduce silos, improve operational visibility, and create more intelligent service models that scale across departments, channels, and use cases.
Featured partner use cases included Accenture’s work supporting citizen service transformation, Deloitte Digital’s proactive collections model with Cognigy-powered AI, PwC’s connected front-office decision fabric, and Pindrop’s fraud prevention integration. Together, these examples showed how AI-powered CX can improve service, security, and operational outcomes in real enterprise environments.
