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ZDNET's key takeaways
NiCE Cognigy has outlined its strategic direction and innovations.
The firm is building an orchestration layer for AI and human agents.
Human agency is still crucial to success in an age of agentic AI.
This month's NiCE Cognigy Nexus 2026 offered enterprise CX leaders a valuable preview of agentic AI at scale and the freshly merged companies' unified platform vision.
The March 11-12 showcase in Munich, Germany, was the first combined customer event since NiCE acquired Cognigy in 2025. Initial joint events following major acquisitions tend to be revealing: they typically indicate whether a deal has a coherent strategic logic or the underlying rationale is still being worked out internally.
Based on two days of keynotes, customer presentations, product demonstrations, and direct conversations with executives and practitioners, the integration has a clear strategic direction that is ahead of comparably complex deals at this stage.
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