NiCE Customers Lead the Way in CX AI Adoption, Redefining Customer and Employee Experiences

NiCE (Nasdaq: NICE) today announced a series of tangible customer successes powered by its industry-leading CX AI. Organizations around the world are adopting CX AI to reduce wait times, improve service quality, cut costs, and equip frontline teams to deliver faster answers, more seamless interactions, and better customer experiences.

To mark Customer Service Week, an annual celebration recognizing the critical role of customer service and the people who make exceptional experiences possible, NiCE is highlighting the remarkable success its customers are achieving. Across industries and continents, organizations are leveraging the latest CX AI technology to strengthen employee and customer experiences, improve operational efficiency and set new standards for service excellence.

Customer highlights include:

• PayPal, a global fintech leader, reinvented customer experience with NiCE. By replacing manual quality assurance with AI-driven interaction scoring and sentiment analysis, the company improved customer sentiment within 10 weeks of its pilot and scaled consistent, data-driven coaching and scheduling across 6,000 employees.
• Fairstone, a leading non-bank lender, improved customer engagement using CXone Mpower’s Proactive AI Agent. In just four months, they achieved a 65% response rate on digital outreach, converted 90% of respondents into appointments and scaled consistent, personalized follow-ups across more than 250 branches, enabling more reliable and timely customer support.
• Bamboo Insurance, a tech-forward insurer, leveraged CXone Mpower to elevate both employee and customer experience. Equipped with AI-enabled tools, the company reduced training time, accelerated feedback loops, and improved customer satisfaction by delivering faster, more personalized support.
• Alzheimer’s Society, a UK dementia support and research charity, deployed CXone Mpower to create a dementia-friendly experience. By unifying voice, email, and routing, the organization can better prioritize vulnerable callers, reduce after-call work, and enable staff to spend more time supporting those who need it most.
• FedPoint, a benefits administrator that serves millions of customers in the federal civilian and uniformed services markets, turned everyday support into strategic advantage with CXone Mpower. During open enrollment, the company successfully managed 500,000 calls in just 20 days, reducing the average speed of answer from 35 to 15 seconds while elevating employee call quality scores by 13 percentage points. Today, FedPoint’s contact center is more agile, responsive, and delivers world-class service to federal employees and uniformed service members and their families.
• Great Southern Bank, a community-focused financial institution, dramatically reduced wait times and streamlined interactions to provide customers with the immediate support they deserve. By leveraging advanced AI-powered features, the bank cut attrition by 44%, stabilized staffing, lowered operating costs, and expanded its capacity to serve more customers.

“CX AI is transforming how brands deliver experiences, and NiCE’s customers are leading the way,” said Dan Belanger, President, NiCE Americas. “During Customer Service Week, we’re proud to celebrate the tremendous impact our customers are achieving, from faster responses and higher customer satisfaction to more empowered employees. Their innovation and dedication are raising the bar for customer experience globally, and we’re honored to partner with them in delivering this success.”