"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."
"CEO Scott Russell opened the summit by reminding the audience that "Speed is a choice." He emphasized that speed doesn't mean rushing but moving decisively with intent and agility. He linked that concept to authenticity, explaining that, for NiCE, success means ensuring words align with actions across every customer and partner interaction. Russell and other company leaders at the event shared their analysis of how the contact center market is evolving."
AI is reshaping customer experience across the enterprise by enabling orchestration across contact centers, sales, marketing, mid-office and back-office operations. Delivering excellent CX requires synchronizing every business function so interactions feel seamless and consistent. NiCE positions itself to help companies manage AI-first CX orchestration, emphasizing speed, authenticity, and purposeful action. Speed is framed as a deliberate choice that favors decisive, agile movement rather than haste. Market dynamics show CCaaS providers expanding into broader CX orchestration while systems of record like CRM and CDP push forward into front-office processes. The workforce increasingly includes agentic AIs that augment and extend human capabilities.
Read at ZDNET
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