AI in Customer Experience: Orchestrating a Symphony
According to NiCE analysts, AI is just an instrument in the CX symphony, and its effective use requires intelligent orchestration.
At the NiCE Analyst Summit 2025 in Vienna, Austria, industry analysts, executives, partners, and customers gathered to discuss how AI transforms customer experience across the enterprise.
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 noted that automation only delivers full value when intelligently orchestrated.
Author's note: AI orchestration is key to exceptional CX.
- AI transforms customer experience across the enterprise
- Automation requires intelligent orchestration to deliver full value
- Effective CX is about orchestrating multiple elements, not just a single note
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