• 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

          Trust and consequences: Data privacy in customer interactions

          by Shiri Sidi Kushnir
          November 13, 2024
          Share

          My family has a long-standing tradition to spend the holidays together. Last year, we had a really great time at a wonderful vacation spot—so much that I wanted to return as soon as possible. Based on my previous interactions with the resort management company, I received offers throughout the year for upgraded packages tailored to my personal preferences. Eventually, I contacted customer service about their policy in case of last-minute cancellations and to ask several other questions that were important to me.

          The conversation was amazing—conveying full transparency and an immediate understanding of my needs. Then, when I wanted to book, I absentmindedly asked them to simply charge the credit card I used last year. No can do, they told me. Of course, I knew it myself from being in the industry that under no circumstances do they keep those details in the system.

          The entire experience strengthened my loyalty to that vacation resort and I’ll probably return next year, as well. On the one hand, they provided precise, personalized service and seamless interactions; on the other hand, they demonstrated a clear commitment to data security. As if I wasn’t already a big enough fan—this completely won me over.

          Lessons learned

          We can extrapolate a few lessons for all service providers from my little story.

          1. Fiercely guard your customer’s data privacy.
          2. Find a balance between privacy and personalization.
          3. That balance is very important to your customers.

          As Jeanne Bliss, author of Chief Customer Officer 2.0: How to Build Your Customer Driven Growth Engine, wrote, “Customer loyalty is earned when you anticipate needs before customers even know they have them.”

          And the best way to do that is by collecting and analyzing personal data. But of course, customers want their personal information to remain, well, personal. This is crucial for maintaining brand loyalty and trust.

          As a consumer, but even more so as an executive who works with some of the largest global corporations, I see too many companies struggling to find that balance. Complicating matters is the fact that so much personal information is being exchanged across multiple channels and regions nowadays, forcing companies to navigate a complex maze of tech, law and consumer expectations. And the regulations like GDPR and CCPA make mistakes costly as well. Every week we hear reports of massive fines, and customers who feel their data was recklessly exposed.

          As someone who knows the world of data management intimately, it is frustrating to witness. I’m on the ground all the time, travelling to trade shows, seeing our rapidly evolving industry up close. And I know that you don’t actually need to do much at this point to ensure that data privacy is maintained and customer demands are met.

          It is possible to have it all

          The simplest, fastest, and most comprehensive solution is CXone Interactions Hub. Past and present voice interactions from NiCE and third-party vendors are seamlessly integrated in a single CXone environment, minimizing management complexity and reducing operational friction that can impact customer experience.

          And with CXone Interactions Hub, privacy isn’t just an afterthought—it’s built in. Deletion, extraction, playback lock and litigation hold can be automated using the solution’s advanced data analytics. You can also choose which actions should be taken automatically in response to compliance violations, reducing resource costs and eliminating manual errors.

          Proactive compliance

          CXone Interactions Hub goes a step further, however, with proactive and preemptive compliance assurance. Businesses can take action before a minor issue has a chance to develop into a major crisis.

          The Hub’s Risk Detection Board scans the CXone environment for latent or developing compliance risks, with real-time AI-driven insights into each and every interaction. A single centralized dashboard visually displays potential issues for immediate or recurring mitigation measures, while user access privileges can be limited to specifically authorized roles within the organization. 

          That’s why CXone Interactions Hub is more than just a compliance application; it’s a proactive solution for preventing violations before they happen.

          Why now is the time for CXone Interactions Hub

          According to Gartner, “By 2025, 75% of the world’s population will have its data covered under modern privacy regulations.” Global data privacy regulations are becoming stricter and more sophisticated, and non-compliance comes with a hefty price tag—both financially and in terms of reputation.

          As Forrester’s Principal Analyst Fatemeh Khatibloo has said, “Brands that fail to protect their customers’ data will quickly be disadvantaged.”

          Companies that will thrive, on the other hand, are incorporating proactive protection of customer data while delivering highly personalized experiences. CXone Interactions Hub does both, providing a strategic advantage that empowers businesses to take control of all their interactions and compliance.

          The time to future-proof your customer interactions is now.

          And the time for me to arrange our next family vacation is near—and I know exactly where we’re going.

          Read about how CXone Interactions Hub helps businesses stay ahead of the compliance curve.

          About the Author

          Shiri Sidi Kushnir

          Shiri Sidi Kushnir serves as the VP, Head of Product Line for Recording & Quality Management at NiCE, overseeing product strategy, go-to-market initiatives, and marketing activities. With over 15 years of experience in product management across a diverse range of products both within and outside NiCE, Shiri brings a wealth of expertise to her role. Additionally, she has successfully led the NiCE portfolio line of business (LoB), enhancing customer excellence and delivering increased value to clients.

          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