NiCE

Customers don’t care how advanced the automation is if the experience still feels like work. E.ON Grid Solutions simplified a high-volume process by moving it to a channel customers already use every day: WhatsApp. Customers could submit meter readings naturally through chat, while Cognigy orchestrated the conversation flow and connected the information back into backend systems. That combination led to 90%+ automation and some of the strongest customer satisfaction results in the company. Hear what Matthias Zirngibl shared at #Nexus2026.

1 in 5 contact center conversations is actually about a back-office issue. Customers don’t care where the problem lives. They care how quickly it gets resolved. New Aberdeen Strategy & Research sponsored by NiCE, found organizations that connect back-office operations with CX achieve: • 2.8x greater cost reduction • 2.6x higher customer satisfaction growth • 2.5x greater employee productivity The gap between connected and disconnected operations is getting bigger, not smaller. See what leading organizations are doing differently: https://bit.ly/3RPJu9h

AI becomes a lot more noticeable when it removes something customers already find frustrating. Waiting on hold. Repeating information. Getting transferred multiple times just to solve a simple issue. That’s why instant self-service matters. The best AI experiences don’t feel like “AI moments.” They just make things easier. What’s an AI improvement your customers immediately noticed? Nitish Prasad | Marriott International

Is your AI strategy actually built to scale, or just built to pilot? Not from a vendor perspective, but operationally. Things like: • Ownership and accountability • Whether AI is connected to real workflows • How frontline teams are adapting • Whether governance can keep up with scale This checklist is a pretty practical way to pressure-test that before more time and budget get poured into disconnected pilots. The report behind it is worth bookmarking too with some solid perspective from CX organizations already running agentic AI live at scale: https://bit.ly/4qqH2lv

A lot of organizations have already rolled out transcription, summaries, and copilots. The next challenge is figuring out: • what’s actually driving outcomes • how teams govern AI at scale • and how to avoid creating disconnected AI silos across the business Here's a great, practical perspective from Carmit DiAndrea on where enterprise AI adoption is heading next: https://bit.ly/4wtyXR6 UC Today

@NiCE Cognigy is named a Leader in The Forrester Wave™: Conversational AI Platforms for Customer Service, Q2 2026, with the highest possible scores (5/5) in criteria such as agentic framework, vision, innovation, multi-modal & omnichannel support, and resource orchestration & application execution. Explore the report: https://bit.ly/4no2pUk

Most AI agents are doing their job. They generate insights. Surface opportunities. Flag what matters. So why isn’t it translating into ROI? Because insight isn’t the problem. Execution is. That gap between what agents know and what actually gets done is where value gets lost. Forrester calls it the Agentic Action Gap. If you’re working with AI agents today, this is worth understanding. Download the report: https://bit.ly/4bm3ojP

A patient shows up on time. Still waits. Repeats their story. Leaves unsure about next steps. Individually, each step seems small, but together they shape the entire experience. More teams are starting to look at that full journey, not just individual interactions. When it’s connected, things feel simpler, for patients and for staff. Karen Inbar shares four real examples of how teams are working through that. https://bit.ly/4nvgm39

Only 15% of enterprises are achieving measurable ROI from AI agents — but 100% are under pressure to prove it. Most organizations aren’t short on pilots or ambition. They’re stuck between insight and execution. AI agents generate predictions and recommendations, but friction, manual steps, and disconnected systems prevent those insights from turning into business results. Forrester calls this the “agentic action gap.” Check out their best practice report to discover how enterprises can measure that gap, reduce time to action, and shift to an operating model where AI agents drive impact. Read the full report to see what separates experimentation from enterprise ROI. https://bit.ly/4bm3ojP #agenticAI #enterpriseAI #AIagents #Forrester

The arc of CX AI is becoming clear: experimentation created momentum, but scale will define impact. NiCE World 2026 highlights what’s already working now. You will see where AI is resolving issues end to end, where proactive engagement is preventing contact before it happens, how workforce models are changing, and what kind of CX AI platform foundation makes those gains repeatable. In the new #IgniteCXInsights, explore 12 must-see moments that can help leaders turn AI ambition into a clearer enterprise roadmap for 2026 and beyond with more confidence. #NiCEWorld26 #createaNiCEworld