The integration of AI in customer service isn’t about choosing between technology and humanity—it’s about using machine intelligence to strengthen human relationships. The Fast Company Executive Board ...

Success in AI adoption requires effective communication, employee engagement, high-quality data, skilled talent, and sufficient resources, with significant advancements expected to automate up to 70% ...

During the event in London attendees will hear how leading broadband provider TalkTalk is leveraging CXone Mpower to drive impactful business outcomes As AI and automation continue to transform ...

In the dynamic customer service landscape, the stakes are higher than ever. In fact, 80% of organizations expect to compete mainly based on CX. Customers today have lofty expectations for how they ...

Exceptional customer service goes beyond simply meeting expectations; it involves building meaningful connections with customers, anticipating their needs and delivering personalized experiences that ...

Interactions 2025 unveils CX AI innovations as well as showcases how businesses are leveraging CXone Mpower to generate instant ROI on AI investment With an action-packed agenda featuring main stage ...

From cost savings to faster resolution times, winners demonstrate how CXone Mpower is redefining what’s possible in customer experience Excellent Interaction Orchestration – Recognizing mastery in ...

Customer service today is in "the early stages of a seminal new technology wave unlike any we've seen before," NICE CEO Barak Eilam said today in the keynote that opened his company's Interactions ...

Adam Wilkinson is head of technology at Experience Assist. He has extensive experience working with high-profile brands such as Xerox and National Rail, helping them discover how to improve services ...

For decades, customer service was treated as a cost to be minimized — a department that existed to fix problems rather than fuel progress. But in today’s connected economy, every customer interaction ...

NPS alone no longer cuts it. Evolving customer experience metrics like CES and XQI are helping brands stay ahead in 2025 and beyond. Beyond NPS metrics. Customer experience metrics are evolving.