• 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
          • Home
          • Customer Experience (CX) and Contact Center Library
          • Evolving to the Multiexperience Era: How to Go Beyond Channel Thinking
          Icon imageRequest a demo
          Request a quote

          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

          Evolving to the Multiexperience Era: How to Go Beyond Channel Thinking

          Expanding CX strategies from digital-only journeys to hybrid experiences.

          Omnichannel is a buzzword that has been used so often over the last two decades that its existence is taken for granted by customers and its meaning has been obscured by brands. By 2022 it’s second nature for businesses to offer multiple channels—SMS, email, and web— alongside self-service and even a charming chatbot. 

          Omnichannel was a directive concerned with the addition of channels. Multiexperience is one focused on the connection of those channels. But, what is the meaning of multiexperience and how will you know when you have it?

          In this 2021 Gartner® research paper, analysts proposed a vital shift in thinking when it comes to offering great CX that conceptualizes a new way to address digital channels and interaction modalities. The special report is available in full and summarized below. 

          The omnichannel landscape as it is

          As a response to continuing customer demand for more and better access to the web and digital touchpoints, customer service leaders have added channels piecemeal in a rush to satisfy these needs and quell high inbound volume without realizing the aggregate impact on their overall user and customer experiences.

          Without realizing it, customer service leaders have been creating their own obstacles to greater and more precise personalization, self-service, and automation.

          The result has been mushrooming of data barriers produced by the lack of channel relation and seamless application connections.

          Business leaders now find themselves between a rock and a hard place when it comes to remediating these challenges because typical omnichannel platforms require costly integration projects to properly link everything needed for the mutliexperience.

          They also find themselves without a source of truth for all customer interactions and information. On top of that, traditional omnichannel thinking also fails to account for a key component of CX: the agent experience.

          Because we now conduct business across so many touchpoints and in a combination of so many mediums, be it in person, online, over the phone, or on a mobile device, Gartner® says omnichannel thinking needs to be expanded beyond simple channel offerings. After all, what is a channel these days? Our customers come to us with the same assumptions about their experience regardless of where it takes place: they want transactions to be smooth, simple, seamless.

          According to Gartner®, this means CX leaders need to reinvent customer support strategies from the inside out by going beyond channels and getting the integrations and infrastructure in place that creates a standardized experience no matter the channel.

          The multiexperience landscape as it could be

          First, what exactly is a multiexperience landscape? According to Gartner®, multiexperience refers to the various permutations of modalities (e.g., touch, voice, and gesture), devices, and apps that customers interact with on their digital journey across the various touchpoints with a company.

          If omnichannel was about orchestrating stand-alone interactions on a channel-to-channel basis each with its own set of customs, best practices, and anticipations, then multiexperience is about blurring the lines of “channel thinking “ by asking ‘what is a channel?’ in an effort to synchronize all modes of interacting with the customer so that every moment is consistent.

          CRM is the glue that binds channels to choice in a multiexperience model

          Gartner® predicts that successful multiexperience companies will build and examine all aspects of their business and operations through the eyes of the customer. They’ll go through the hard work of breaking down their own siloes and ensuring that the customer can move through their journey online and in-person without friction or frustration. The first step in doing this is finding the right CRM.

          The internal disconnect between channels, agents, tools, and customer experiences is too often perpetuated by outdated technology stacks. The CRM system should ideally be the technological link between each function in an omnichannel model, but it often only makes the situation worse by reinforcing siloed thinking.

          Focusing on how your CRM can act as a unifying tool that breaks down silos across touchpoints will set up the groundwork of multiexperience unity and create the potential for a more refined treatment of the customer via mechanisms that integrate information across systems, modalities, and touchpoints.

          Multiexperience starts with a shift in investment focus

          Here are some examples Gartner® recommends investing more time and energy into when defining a multiexperience strategy:

          • Encourage self-service. Your customers shouldn’t have to call you. Make it easy to find solutions on your website via a knowledge base, a chatbot, an FAQ page, or an intelligent IVR that doesn’t always lead to the need for escalation and agent intervention.
          • Swap first-time resolution with issue avoidance. in the multiepxerience model, the best customer interaction is none at all because you’re so easy to work with they’re empowered to answer questions and find resolutions on their own. Encourage agents to proactively send SMS and email follow-ups that include promotions tailored by previous behaviors or interactions.
          • Focus on agent EQ. Teach agents how to actively manage customer interactions with psychological and behavioral practices when issues are escalated to them. Deploy EQ-like practices with AI-driven self-service through remotely guided assistance or in-app prompts to mimic the human element when customers resolve issues themselves.
          • Prioritize quality over efficiency. Give agents more control over how to handle ad hoc interactions. Move away from time-constraining metrics like average handle time by applying multiexperience design principles to the tools agents use to reduce their effort in delivering a quality customer experience. Examples of multiexperience design include using voice commands and speech analytics for note-taking or call dispositioning instead of stopping and typing.

          Moving from a channel-thinking mindset to a multiexperience one means expanding CX strategies from digital-only journeys to hybrid experiences that incorporate every avenue of transacting.