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ZDNET's key takeaways
AI is transforming customer experience across the enterprise.
CX excellence requires seamless coordination across operations.
The workforce includes agentic AIs that augment human capabilities.
Last week, I spent several days in Vienna, Austria, attending the NiCE Analyst Summit 2025. The summit is now an annual forum bringing together industry analysts like me, NiCE executive leadership, partners, and customers. As expected, this year's core theme centered on how AI is transforming customer experience (CX), not just in the contact center but across the entire enterprise.
The setting felt fitting. Vienna is often known as the city of music, with orchestras that seamlessly blend hundreds of instruments. In many ways, that spirit of orchestration defined the event itself. Delivering great CX today isn't about playing a single note well. It's about uniting every business function -- from the contact center to sales, marketing, mid-office, and back-office operations -- into one synchronized symphony.
NiCE's leadership emphasized their mission to help companies master this orchestration in an AI-first CX world.
Speed, authenticity, and purpose
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