AI in Customer Experience: A Symphony of Instruments
According to NiCE analysts, AI is just an instrument in the CX symphony, and its successful implementation depends on intelligent orchestration.
At the NiCE Analyst Summit 2025 in Vienna, Austria, industry analysts, NiCE executive leadership, partners, and customers gathered to discuss the role of AI in transforming customer experience.
Delivering great CX today isn't about playing a single note well.
The event highlighted the importance of automation and AI in delivering exceptional customer experiences, but only when intelligently orchestrated.
Key Takeaways
- AI is a key instrument in the CX symphony
- Intelligent orchestration is crucial for successful AI implementation
- Automation delivers full value only when combined with intelligent orchestration
Author's summary: AI transforms CX when orchestrated well.