AI in Customer Experience: A Symphony of Instruments
According to NiCE analysts, AI is just one instrument in the customer experience (CX) symphony, and its effective use requires intelligent orchestration.
Last week, the NiCE Analyst Summit 2025 took place in Vienna, Austria, where industry analysts, NiCE executive leadership, partners, and customers gathered to discuss the role of AI in transforming CX.
Delivering great CX today isn't about playing a single note well.
The summit highlighted the importance of automation in delivering exceptional customer experiences, but emphasized that it only reaches its full potential when intelligently orchestrated.
Key Takeaways from the Summit
- AI is transforming CX across the entire enterprise, not just in the contact center.
- Intelligent orchestration is crucial for automation to deliver full value.
- Organizations can scale exceptional customer experiences with AI.
Author's summary: AI is an instrument in the CX symphony that requires intelligent orchestration.
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