The source of 70% of net-new enterprise logos. A 38% boost in contract revenue. 2,300 technical certifications. This is the impact of the NiCE partner ecosystem, and it’s only the beginning.
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Transforming customer experiences
You contact the bank to dispute a charge. Within seconds, a virtual agent responds. It verifies your identity, pulls the transaction, and flags a possible link to a recent subscription.
Most enterprises running AI in customer experience are solving the wrong problem. They have invested in the capability — agents, copilots, analytics — and they are measuring it at the channel level.
Many enterprise AI in customer experience have delivered exactly what they promised: lower costs, fewer contacts, and faster handle times.
There is a paradox at the center of customer experience (CX) strategy right now, and most boardrooms still have trouble articulating it.
Every CX leadership team is under the same pressure now. The pilots are over. The board wants proof. The business wants ROI. And the next AI decision carries more weight than the first one did, because now the question is no longer whether AI belongs in customer experience.
Average handle time (AHT) or repeat contact doesn’t spike because leaders lack data.