• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        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

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all 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

    • 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

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • 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

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin

          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

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE
          communication technology

          What does CX mean to your business? 17 CX statistics that show it should be a top priority

          by Abby Monaco
          August 11, 2022
          Share

          What does CX mean to your business? As you probably know, superior customer experience is an important component of successful business strategies. But is your company pulling out all the stops to be customer focused? Or is your CX strategy one of many internal initiatives that compete for resources?

          Research by Forrester and Adobe found that experience driven companies grew revenue 1.4 times faster than other businesses in the same year. How did they do that? For one thing, these same companies also increased customer lifetime value (CLV) 1.6 times more than businesses that aren't driven by CX.

          There are plenty of statistics that prove the importance of CX and point the way towards specific areas organizations can focus on to improve customer experiences. This article will highlight some of the more significant statistics, discuss their implications for contact centers, and hopefully inspire business leaders to stop treating CX strategies as just another line item on the budget.

          What does CX mean?

          Let's start by developing a common definition of CX. CX is the opinion a customer has about a brand based on a cumulative set of impressions. These impressions happen in multiple ways and across multiple channels. Customers can receive brand impressions from touchpoints ranging from Instagram posts to TV commercials to customer service interactions.

          Every impression has the potential to enhance CX or completely destroy it. A cheesy Instagram post or an unprepared customer service agent can ruin CX for a customer even though their perception of the brand was previously very positive.

          The digital age has created the ability for businesses to create a wealth of impressions on customers and prospects, which can be both good news and bad news for brands. The good news is that businesses have more opportunities to engage people with satisfying experiences. However, all those impressions create complexity and drive a need for customer experience management (CEM).

          Businesses who successfully and continuously measure, manage, and enhance CX will have a competitive advantage that leads to better business results.

          Example of how a simple customer service interaction can degrade CX

          Contact centers play a vital role in CX. Customers who need support can factor service interactions into their overall perception of a business. In fact, a good customer service experience can greatly improve CX and even save relationships, while one bad interaction can send even loyal customers out the door.

          As an example, say you book a weekend at a high-end hotel. The online reservation system is well-designed, the check-in process is smooth, the service from the hotel staff is superior, and your room is luxurious. So far, you're experiencing exceptional CX.

          But when you get home, you notice an unusual charge on your bill. It isn't a large amount, you're just curious what it is. Because there isn't much urgency, you send an email to customer service. A couple of days later, you receive a canned response that doesn't answer your question. Frustrated, you decide not to pursue the issue, but the incident diminishes your opinion of the business.

          business man confused

          Here are a couple of takeaways from this example. First of all, it's jarring to receive inconsistent experiences across touchpoints. A high-end business should provide high quality support. An equally important lesson is that one minor interaction can have a disproportionately negative impact on CX.

          Let's gain more insights by looking at some enlightening CX statistics.

          17 CX statistics to inform your customer experience strategy

          If we look closely, research reveals what customers want, what turns them off, and what benefits are in store for experience driven companies.

          What do customers say about CX?

          #1 - 80% of consumers make purchasing decisions based on an emotional connection with the brand.

          Even in this digital age, or maybe because of it, people want to form emotional connections with businesses. This isn't so surprising - it's difficult for many people to make decisions based on just cold, hard facts. Customers will buy more when they feel positive emotions and believe a company knows and cares about them.

          Contact centers are in a unique position to make these emotional connections on behalf of the brand. When customers reach out for support, they may be feeling emotions like frustration, confusion, and even anger. If the contact center can relieve them of these negative emotions by providing fast, competent resolutions and empathetic experiences, it can strengthen relationships.

          Additionally, personalization is also an effective way to create emotional bonds. Customer data such as purchase and interaction history should be available in all channels and used to tailor experiences.

          #2 - 82% of US consumers want more human interaction in the future.

          This research was conducted prior to the pandemic lockdowns and I can only imagine the percent of people who feel this way has increased over time.

          This statistic illustrates the importance of agent interaction. Customer service agents are frequently the only people customers interact with at companies, especially e-commerce businesses. Agents truly are brand ambassadors.

          Businesses need to ensure these "human interactions" are as satisfying as possible by effectively developing, managing, and equipping their agents to be successful. And even when customers use self-service, knowing they have a clear path to agent assistance can be reassuring.

          #3 - Almost 80% of US consumers say speed, convenience, knowledgeable help and friendly service are the most important elements of a positive customer experience

          Customers still value the basics, but delivering on these expectations can be challenging.

          Contact centers have at least two takeaways from this statistic. First of all, agents need to be both competent and personable. One characteristic without the other won't provide optimal experiences. Knowledge without friendliness will feel robotic, while a friendly agent who lacks expertise won't get the job done for customers.

          Additionally, "speed" and "convenience" require effective self-service solutions. Most people begin their resolution journeys by trying to quickly and conveniently take matters into their own hands. Businesses should help their customers be more successful at self-service by implementing tools such as virtual agents and conversational IVR systems.

          #4 - 83% of customers expect to engage with someone immediately when reaching out to a business — a five-point increase from the prior year

          Self-service isn't the only tool businesses should use to add speed to the resolution process. They also need to optimize contact center agent capacity in order to minimize queue times.

          This effort, of course, begins with accurate forecasts and schedules. AI-infused workforce management (WFM) software can help contact centers easily produce more accurate forecasts and schedules. Plus, smart WFM tools enable organizations to quickly make intraday adjustments to ensure customers aren't unnecessarily impacted by disruptions.

          Contact centers can also increase agent capacity by automating repetitive agent tasks, which allows agents to handle more interactions. And solutions that reduce the demand for agent assistance, such as self-service and proactive outbound notifications, will also help keep wait times low.

          #5 - 68% of customers expect brands to demonstrate empathy but only 37% of customers say brands are successful at meeting this expectation

          telemarketer focus

          Soft skills such as empathy are essential for great CX but difficult to monitor. Quality assurance processes typically evaluate appropriate use of soft skills, but due to small sample sizes, contact centers may not receive a complete picture of agent competence.

          Businesses should make soft skills training a priority during agent onboarding and ongoing development plans. Additionally, contact centers should consider implementing real-time interaction guidance software. Real-time interaction guidance tools can determine customer sentiment and then use that information to coach agents on soft skills that can improve the interaction. It's an effective way to strengthen soft skills and give customers more of the empathy they expect.

          #6 - 54% of customers say it generally feels like sales, service, and marketing don’t share information

          Omnichannel, anyone? Omnichannel experiences aren't just a contact center concern. Customers need to experience seamless interactions throughout their journeys, regardless of what business team owns specific touchpoints and handoffs. Customer data needs to be shared across the enterprise so everyone knows where individual customers are in their journeys. Otherwise, you'll get statistics like this.

          #7 - 80% of consumers believe flawless engagement is as important as product quality

          This is a good statistic to end this section with. CX really is important to customers, and they expect perfection.

          What does CX mean for customer behavior?

          Good and bad CX both drive customer behavior, as the following statistics illustrate.

          #8 - Most consumers agree they are willing to buy more products (87%) and are willing to recommend a company to others (81%) if they have an exceptional customer service experience

          If you ever need proof that the contact center directly impacts the bottom line, here it is.

          When people feel good about a customer service interaction, they feel good about the entire business and that warm and fuzzy feeling influences purchasing decisions. Contact centers play a crucial role in building long-term, profitable relationships.

          Additionally, the willingness to recommend (aka Net Promoter Score) is a primary measure of CX quality and a predictor of business success. The contact center's ability to impact Net Promoter Scores is further proof of their organizational value. It also emphasizes the need to consistently deliver exceptional experiences.

          If I was a contact center manager, I would place these statistics in a prominent place so agents and other staff could draw a direct line between their individual performance and overall business results.

          #9 - 63% of consumers are more likely to forgive and 65% feel more connected to a brand with whom they have a longer-term relationship compared to a company with whom they've done business for less than a year

          This statistic illustrates the power of forging long-term relationships with customers. I would bet these customers are also less likely to shop around. As an example, I have a friend who's used the same auto insurer since she learned how to drive, and she is so satisfied that she would never comparison shop.

          Contact centers can help build these types of long-lasting relationships by consistently providing high quality experiences in every channel. Consistency is key. Although long-time customers are more forgiving, everyone has their limits.

          #10 - 63% of consumers would share more information with a company that offers a great experience

          If customers are more willing to share their information, that implies that great CX inspires trust, an important factor in relationship building. Customer data is gold these days because it enables businesses to know their customers better. This deeper understanding allows companies to enhance customer journeys and deliver personalized experiences.

          #11 - 46% of all consumers will abandon a brand if the employees are not knowledgeable

          exit signage

          Now for the bad news, and this is particularly relevant for contact centers. It's no secret that agents need to know what they're talking about, but it can be difficult to deliver on this customer demand when agent turnover is high and training budgets are low.

          Contact centers can rely on technology to help ensure customers receive accurate answers and resolutions. Agents should have easy access to a smart, well-maintained knowledge base that puts relevant information at their fingertips. Additionally, AI-powered agent assistants can automatically retrieve knowledge articles for agents and recommend next best steps. These solutions make agents more successful in delivering the knowledgeable interactions customers expect.

          #12 - 32% of consumers would abandon a brand they love after just one bad experience

          CX can make or break a business - that's why managing and improving customer experience should be a top priority.

          What does CX mean for business plans?

          Here's what businesses say about CX and their plans for improving it.

          #13 - 46% of companies report that CX is their top priority for the next five years, topping product and pricing

          It's always helpful to see what your competitors are investing in, and nearly half are putting their money on CX.

          #14 - 68% of business leaders expect to incorporate artificial intelligence into their customer experience within the next two years

          Artificial intelligence can transform customer self-service solutions by making them more effective and a more natural experience. For example, natural language processing (NLP) allows customers to interact with virtual agents and IVRs by stating what they need in human language rather than navigating through menus or being required to guess the right keywords.

          Behind the scenes, artificial intelligence can also have a powerful impact on customer experience. Contact center AI can make routing smarter, improve the accuracy of forecasts and schedules, measure customer sentiment, identify contact drivers, and improve problem management.

          Contact centers that don't use artificial intelligence are at a disadvantage.

          #15 - 55% of business leaders strongly agree that a great employee experience is essential for being able to provide great CX

          "Happy agents, happy customers" is a contact center saying that has a lot of truth behind it. Businesses should focus on the agent experience as an enabler for superior CX. Providing a great agent experience requires:

          • Regular, effective professional development
          • Modern technical tools
          • Competent leadership
          • Engaging management practices
          • A supportive culture
          • Work-life balance through measures such as flexible schedules and work from home opportunities
          • Rewards and recognition

          What does CX mean for business results?

          I won't belabor the point. These statistics speak for themselves!

          #16 - According to Adobe research, "Companies that prioritized and effectively managed customer experience were three times as likely than their peers to have significantly exceeded their top business goals" in the prior year

          #17 - BCG research revealed that "companies with the highest customer satisfaction scores have generated twice as much shareholder value over the last ten years relative to the average score."

          The research is clear about the importance of CX as a business strategy. It also tells a good story about what customers want from businesses. Are you ready to prioritize CX as one of your top business initiatives?

          Let NICE help you achieve your CX goals

          NICE CXone is the market leading contact center software in use by thousands of customers of all sizes around the world to help them consistently deliver exceptional customer experiences.

          Elevating customer experience and solving contact center challenges is our specialty—and our passion. With our innovative cloud platform, outcome-focused people, and powerful partner ecosystem, we’re ready to tackle any challenge, no matter the size.

          Watch our product video to see the positive impact modern contact center solutions have on the customer experience.

          About the Author

          Abby Monaco

          Abby is a Senior Product Marketing Manager for NICE who brings over 20 years of experience in product management and marketing direction in software and technology. She is responsible for articulating and promoting the NICE vision, message, and competitive advantages of the CXone portfolio.

          See All Blogs

          Follow Us

          Follow us to get the latest news from your preferred Social Network

          linkedinlinkedinlinkedinlinkedin

          Popular Posts

          3 biggest takeaways on proactive engagement and the future of customer experience

          May 14, 2025

          3 biggest takeaways on proactive engagement and the future of customer experience

          Read
          Jon Heder on Future You is Dynamite video series

          May 7, 2025

          Behind the bang: How Future You got so dynamite

          Read

          May 6, 2025

          Balancing cognitive load: Building smarter schedules to enhance efficiency

          Read
          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          May 1, 2025

          May the 4th be with you: A new hope to kick your CX into AI hyperdrive

          Read
          5 ways to empower agents: The future of self-managed schedules

          April 24, 2025

          5 ways to empower agents: The future of self-managed schedules

          Read

          More from the blog

          3 biggest takeaways on proactive engagement and the future of customer experience
          Customer ExperienceMay 14, 2025

          3 biggest takeaways on proactive engagement and the future of customer experience

          Customer experience (CX) can look one of two ways: You sit down at a restaurant, ask the waiter for a glass of cold water, remind him a couple of times, and then eventually, when he brings it, you send it back for ice.

          Read
          Jon Heder on Future You is Dynamite video series
          AIMay 7, 2025

          Behind the bang: How Future You got so dynamite

          Ever wonder what happens when you mix CX drama, AI fails, and a little Napoleon Dynamite energy? Well… gosh! You’re in luck. Quicker than you can say, “No freakin’ way”—we’re giving you a behind-the-scenes (BTS) look at NICE’s Future You is Dynamite videos.

          Read
          Workforce OptimizationMay 6, 2025

          Balancing cognitive load: Building smarter schedules to enhance efficiency

          Contact centers have always faced employee retention challenges. The last several years—through a pandemic, the Great Resignation, and difficult economic conditions—have compounded the problem.

          Read