GenAI is reshaping customer service, making answers faster, agents less stressed, and operations run smarter. But without a clear strategy, even the best tools can fall short.

By 2026, 75% of service organizations embracing GenAI will primarily unlock productivity enhancements, leading to significant ROI in soft benefits like increased employee satisfaction.*

This Gartner® report shows how to turn that potential into a plan, connecting GenAI to the outcomes that matter for your customers, your team, and your business.

We believe you’ll gain insights to:

• Connect GenAI to what matters most for your business
• Stay ahead by doing it right from the start
• Keep customers happy with seamless, smart service
• Help agents thrive with intuitive, real-time support
• Build a plan that’s grounded, human, and built to scale

Create a NiCE world with real ROI from smart service

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_{*Gartner, Get Better at ROI Projections for GenAI in Customer Service, Uma Challa, 3 April 2025}

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