You Asked: How should we use digital and AI to reduce costs and drive efficiency?


Digital and AI both took the contact center by a storm. Companies across all industries are rapidly incorporating digital across all their CX activities while also infusing capabilities such as Generative AI and automation throughout their digital customer journey. While firms are making rapid technology advances, changes in the economic landscape have altered strategic priorities. Aberdeen’s latest CX survey shows that reducing costs and improving efficiency now rank as the number one business objective, and it’s very closely followed by improving customer satisfaction and retention rates.

Join this NICE Talk to learn:

  • Top strategic priorities driving CX leaders' agenda in 2024
  • The role and ROI of intelligent automation in modern CX programs
  • How to best measure CX success in a digital-enabled and AI-powered world
  • Secrets of how best-in-class firms succeed in intelligent CX automation
  • Real-life success stories


Omer Minkara
Vice President & Principal Analyst, Aberdeen

Brian Mistretta
Director of Product Marketing, NICE