Overview
What’s the connection between happiness, customer service, and AI?
In a world increasingly shaped by automation, social media, and skyrocketing expectations, what does happiness look like today—and what role does customer service play in shaping it? NiCE’s 2025 Global Happiness Index reveals what 12,000 consumers across six markets and 270 C-suite leaders have to say about the state of customer service happiness in the age of AI and automation.
While global happiness continues to decline, our research highlights a bright spot: customer service happiness is on the rise, thanks to AI. Consumers are experiencing the tangible benefits of AI and automation in service interactions, particularly in areas like speed, convenience, and even trust. Yet, there's still work to be done. AI is no longer just a trend—it’s a strategic imperative for the C-suite. But success depends on thoughtful execution and preserving the human touch.
Explore how to unlock consumer happiness in the age of AI and automation. From the social trends they’re following, to the services they want automated, this report unpacks what it takes to make modern customer service actually feel… NiCE.
If you want to understand what happiness means in 2025—and how to deliver it—this is your must-read.
What you’ll learn:
- Why 41% say they're happy—what’s fueling the rise
- C-suite vs. reality: Bridging a customer experience perception gap
- 72% see real CX benefits from AI—Here’s what’s working
- Trust in AI powers happier, more satisfied customers
Make it a NiCE world
