Why your data is the difference between AI hype and AI impact

Customer experience leaders everywhere are racing to harness AI to deliver faster, smarter, and more personalized interactions. The promise is huge, but here’s the truth: even the most advanced AI tools can’t deliver breakthrough results without the right data behind them. AI doesn’t just need data, it needs AI-ready data. Data that’s clean, connected, and contextualized so it can learn, predict, and act with precision. Without it, your AI investments risk becoming expensive experiments instead of game-changing solutions.

The number one challenge to implementing AI agents is, drumroll please, lack of good quality data.

Now is time to get the data, and thus the outcomes right – for our customers, and for our business.

Are you ready for an AI-first era?

As customer experience professionals, we live in exciting times. Those who are ready to take advantage of the incredible advances AI brings will delight their customers with trusted, human-like experiences and grow their businesses. Those who aren’t ready, well, they’ll likely disappoint their customers and stagnate in an increasingly AI-first world.

In fact, Metrigy research found that successful customer service leaders are 40% more likely to report a revenue increase that the non-success group. These same leaders are 64% more likely to have measured a direct benefit of AI in customer service. The success group performed better in all metrics including improved CSAT, faster response time, and better employee satisfaction.

Get your data together

For NiCE, AI-ready data is not just raw interaction data, it’s data that’s been configured at the platform level, creating new data that all applications on the CXone Mpower platform can use. This powerful AI-ready data foundation is built to act and maximize impact.

No one sees more of the customer journey than we do. NiCE has the largest, highest-fidelity CX data set purpose-built for AI. With the most agents on a CaaS platform and the most native solutions on our platform including WEM and analytics, we capture and manage data across the complete customer journey spectrum. CXone Mpower handles the most interactions – from inbound, to proactive, to back-office work items.

What’s more, our AI-ready CX data is of the highest fidelity – the greatest clarity and quality for contextual accuracy. NiCE has more CX-specific data types than anyone else. We have literally 100s of data types associated with billions of interactions from all channels, spanning front, middle, to back-office to unify customer experiences.

This depth matters. More context means more accuracy. More accuracy means AI that not only understands the moment, but remembers it.

Data that grows smarter with every interaction

CXone Mpower does more than store data; it systematically derives, classifies, and refines it in real time. Our CX data is processed and refined for the varying needs of different AI. We’re always deriving new data and classifying it, putting it into memory and recalling it, so when consumers reach out again, human and AI agents are in the know.

Because the CXone Mpower platform is continuously deriving and refining AI-ready data, it’s always making AI models smarter, with every interaction. The result: customer experiences that feel fast, personal, and human, even with AI involved in the interaction.

Experience Memory delivers context that follows your customers everywhere

CXone Mpower data signals allow precise insights to reach an employee in the moment and allow AI Agents to better reason and act.

Experience Memory, powered by our AI-ready data foundation, recalls in real-time customer history, intent, and preferences so customers never have to repeat themselves. Every experience feels personal and connected. Experience Memory powers faster, proactive, and memorable experiences at scale. Consumers enjoy reliable, human-like service across all channels 24/7.

Cognigy now taps into Experience Memory, allowing AI agents access to real-time, consumer-specific context so they can better reason, personalize, and drive better outcomes. Unique to NiCE, Experience Memory improves both native and third-party applications.

Apply intelligence everywhere, automatically

This CX data is dynamically applied bi-directionally across the most complete suite of native, feature-rich solutions.

All of the applications our customers use are consistently powered across all interactions because the CX data is connected in our data lake. For example, the sentiment data that our AI models use is the same data before, during, and after interactions. It’s consistent and reliable, every time.

Our unified common data model is a significant benefit over fragmented systems and bolted-together AI point solutions operating from silos. It provides a single place for AI governance, which ensures the consistent use of generative and agentic AI because AI-ready data is defined once and used many times, while the data continuously makes the AI models better. And our AI-ready data means that we rapidly create, customize, and deploy new AI-powered workflows.

An AI platform built with intelligence at the core that’s connected to every agentic workflow and every application is a must-have for experience transformation and sustainable ROI.

Connect and extend intelligence on an open and extensible platform

Our unified AI-ready data fuels the performance of 100s of third-party applications on our open and extensible platform. The CXone Mpower platform delivers secure, standardized data sharing via a universal interface where, again, data and AI are governed in one place, in one location from one vendor. We’re appropriate data stewards for ingesting, storing, accessing, and extracting the data securely to provide a single pane of glass.

Every customer has different systems, tools, and data sources. No one is starting from scratch. That’s why we’re always expanding our Hubs - collections of pre-built connectors. Anything connected through our Hubs connects to the platform seamlessly and effectively becomes an intelligent extension to the platform. CXone Mpower understands them, automates through them, and orchestrates workflows across the entire service operation, extending the value of our AI-ready data across the ecosystem.

With CXone Mpower, customers can bring their own models, plug in third-party applications, connect external data, and migrate on their own terms.

Move from insight to action, instantly

Actions, our conversational analytics interface, turns your entire CX operation into a single, unified lens. It surfaces real-time insights before you even ask. Leaders can drill into KPIs, uncover root causes, and move from observation to impact in seconds.

Because when data is connected, intelligence becomes actionable - fast.

Even before a query is made, Actions proactively analyzes data across the entire platform and external sources to surface visual alerts for potential issues. Leaders can drill into each KPI to see contributing factors, related events, and supporting insights. These include key metrics and correlations derived from interaction volume and analysis, quality and SLA adherence, even desktop analytics and employee performance insights.

The true strength of Actions is that it brings together data from 40+ native applications and relevant third-party systems. It delivers a complete performance view in seconds, without the need for additional software or reporting tools. This enables CX leaders to move from insight to action, instantly.

Better data powers better experiences

The value of AI depends on the quality of its foundation, making an AI-ready data foundation essential for success.

With CXone Mpower, every workflow, every interaction, and every decision is powered by unified, contextual, deeply enriched data.

And that’s what turns AI from a promise into proven, predictable, scalable results.

Create a NiCE world, starting with the data driving it.

Ready to build an AI-ready foundation? Let’s talk