After 12 years of leading NiCE Sparkathon, I thought I knew what to expect: a lot of ideas, a lot of energy, and a lot of code written in a very short time.
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Transforming customer experiences
A severe storm makes landfall overnight. By morning, flight cancellations cascade, payment systems slow, and your digital channels start to wobble under load. In the contact center, queues spike before your first shift changes.
Four enterprise leaders took the main stage at NiCE World 2026 to talk about orchestrating intelligence, and why the milestone that matters is what happens after launch day.
The AI pilot looked ready. A customer asked a question. The AI answered instantly. The agent received a summary, a suggested next step, and a recommended response. Leaders saw the future: faster service, lower effort, fewer escalations, and more consistent experiences across channels.
AI is transforming service demand, making workforce planning more important, not less.
Nearly every AI business case for customer service begins with the same assumption: customer demand is finite.