NICE recently unveiled the vanguards of a new era in CX—the 2024 winners of the CX Excellence and International CX Excellence awards, announced respectively in Las Vegas and London.These 25 organizations are blazing new trails and setting new benchmarks in the CX landscape as they demonstrate how innovation holds the key to staying ahead in an era where customer experience can make or break your bottom line.For CIOs and technology leaders, these award-winning implementations offer a roadmap to measurable business impact through next-generation CX solutions such as purpose-built AI for CX and a robust interaction-centric platform.“The last 12 months have been transformational for the CX industry with the emergence of AI as a massive force reshaping CX,” said Barry Cooper, President, CX Division, NICE. “This year’s winners have embraced the latest CX AI technology, including CXone and Enlighten, to completely change their business and deliver unprecedented results. We are proud to recognize their innovation and what they are driving for their business, employees and consumers.”These winners stand as the cutting edge of CX technology adoption, leveraging CXone and Enlighten to transform raw data into actionable insights and customer interactions into strategic advantages.“Each one of this year’s winners represents an inspiring success story of what happens when an organization dedicates itself to transforming customer and employee experiences. These organizations are leading international markets with next-gen CX,” said Darren Rushworth, President, NICE International. “What these winners have achieved motivates us at NICE to continue to innovate and deliver cutting-edge solutions.”Let’s meet those who are redefining what it means to truly connect with customers in our digital age.
AI Trailblazers
The AI Trailblazer category showcases visionary companies who have adopted the most innovative solutions to create exceptional experiences.
Realtor.com Realtor.com recognized the benefit of analyzing a broader set of interactions, and implemented NICE Interaction Analytics. Its frontline team can access integral insights, and leadership can gain deeper insights with aggregate quality data and the ability to track compliance over time. As a result, call evaluations are happening 75% faster with the share of interactions being evaluated increasing by more than 200x.
ECSI Before joining forces with NICE, ECSI (financial services) lacked any form of automation or meaningful self-service in its inbound call center, with all calls going to live agents. NICE’s Enlighten Autopilot enables ECSI to conversationally handle service and support inquiries. The new attained fluidity of the team ensures it can better build and adjust workflows. Notably, it’s already nearly 70% digital containment. Take a look at the ECSI case study for more information.
The Standard After implementing a host of CXone solutions, including Enlighten Autopilot, The Standard (financial services) saw a 40% increase in post-call surveys. Newly deployed dashboards help the team monitor performance, identify issues and solve problems in real-time. They are AI forward and are setting the standard. See The Standard case study for details.
Harrods UK (International Award Winner) Harrods UK (luxury retail) collaborated with NICE to re-implement their knowledge base with CXone Expert. User adoption went through the roof as agent processes were streamlined. An automatic table of contents, improved search capabilities and upgraded navigation are just some of the features that saw their NPS score rise to a record-breaking level in only a few months.
Digital Innovation
The Digital Innovation category recognizes organizations that are meeting consumers on their preferred touchpoint while excelling on their organizational KPIs and targets.
MAPS Credit Union The judges loved MAPS Credit Union’s (financial services) hyperfocus on delivering a modern experience for members, and employees. With the rollout of multiple NICE digital solutions their numbers are impressive: 21.6% increase in handled calls per agent per hour, thousands of monthly calls diverted from voice to chat and over 90% reduction in after-call work. See the MAPS Credit Union case study for more.
New York City Department of Social Services As an agency faced with unexpected contact volumes, the New York City Department of Social Services (public agency) can now meet their constituents at the doorstep of their desire. Impressively, they shared their ability to serve a 2x increase in capacity on day 1, and are now looking at the integration of conversational AI and chatbots.
Sony Electronics After bringing Enlighten Autopilot to their organization, Sony Electronics (consumer electronics) reported 30% of containment through self-service options. Their customer satisfaction and response rates have increased dramatically across all channels, and they now better identify intents and optimal workflows. It is no surprise they are at the digital forefront. Read the Sony Electronics case study to learn more.
Alzheimer’s Society (International Award Winner) For most commercial contact centers, where the emphasis would typically be on shorter interaction times and greater throughput, the Alzheimer’s Society (nonprofit) CXone solution was configured to reduce friction and empower agents. With NICE Enlighten AI, it can provide sentiment analysis to identify vulnerable callers who are most in need of priority routing. NICE has transformed the experience of these users to serve those who need it most. Read the Alzheimer's Society case study for more details.
Change Agents
The Change Agent category celebrates organizations using new solutions that drive change in their operations and customers.
iQor With CXone, iQor (business process outsourcer) is reaping the benefits of cloud architecture—reducing infrastructure cost and seeing significant reductions in onboarding times. It’s also improved agent training to ensure stronger security and compliance, all while reducing average contact time while advancing the digital customer experience and strategically investing in innovative solutions to address customer challenges. Get additional details in the iQor case study.
Kaiser Permanente After implementing Enlighten AI for CSAT, Kaiser Permanente (healthcare) evaluated 100% of interactions and achieved 94% agent adoption of real-time interactions guidance. Its bold move brings to their organization greater insights and richer guidance. See the Kaiser Permanente case study for more details.
Vera Bradley After implementing NICE CXone solutions, Vera Bradley (retail) started engaging with customers through digitally preferred channels. It’s achieved $1 million in annual savings from contact center scheduling optimization alone, realized a 50% reduction in call volume and a 70% reduction in call abandonment. Check out the Vera Bradley case study.
Outstanding Cloud Realization
The Outstanding Cloud Realization category applauding organizations that through the power of the CXone platform built a foundation that allows them to innovate at scale.
Banco Itaú Banco Itaú (financial services) achieved a 22% reduction in cost-per-call, attained a 50% reduction in abandoned calls and reduced average handle time by more than 10%. It has transformed its service operations with AI-enabled tools streamlined integration across 16,000 agents, and enhanced data management and reporting functions all driven by outstanding cloud realization. For more information, read the Banco Itaú case study.
United Way of Connecticut United Way of Connecticut (nonprofit) supports contact centers for a 2-1-1 essential community services hotline, a 9-8-8 suicide and crisis hotline and the Care4Kids program. Cloud deployment and adoption has helped reduce call answer time to just 8 seconds while managing 430,000 calls a year with a remote team. Read more about United Way of Connecticut’s journey to CX excellence.
Banco Do Brasil Leveraging CXone, Banco Do Brasil’s (financial services) call abandonment was reduced by a whopping 74%, and net promoter score increased by 32%, and voice-specific NPS scores increased by double digits. See the Banco Do Brasil case study for additional information.
Maxicare Philippines(International Award Winner) Maxicare Philippines (healthcare) selected NICE to help structure its workforce management to its most advanced level, resulting in an incredible 90%-plus customer satisfaction score with increases in user adoption across the board. Read the Maxicare case study for the full story.
ScS (International Award Winner) Leveraging CXone, ScS (retail) has succeeded in delivering an exceptional customer experience with customer satisfaction through the roof as well as agent productivity. As a result, it has achieved cost savings of well over £500,000 annually. Learn more in the ScS case study.
Outstanding Customer Experience
The Outstanding Customer Experience category celebrates organizations prioritizing the improvement of end-to-end customer journeys resulting in better first contact resolution, service level or customer satisfaction (CSAT).
TD Bank Understanding employee influence on customer experience, TD Bank (financial services) rolled out multiple initiatives to help employees better serve customers. It has exceeded its CSAT target by 4.5%, saved 88 million minutes for customers and saw an 11% increase in handled calls. See the TD Bank case study for more information.
Banco Pan Banco Pan (financial services) achieved a 23% improvement in feedback delivered to agents after adopting NICE CXone and quality management, interaction analytics and workforce management solutions. Major business benefits include a 20% decrease in operational costs, and reaching the 90+ percentile for agent quality. For details, read the Banco Pan case study.
Porto Seguro After implementing CXone and NICE Interactions Analytics, Porto Seguro (insurance and finance) could analyze 12,000 hours of voice and interaction data every month. Results included a16-second reduction in contact time and 6-second reduction in idle time, and ultimately a 14% increase in customer sentiment. Check out the Porto Seguro case study for more information.
Nespresso (International Award Winner) Nespresso (consumer goods) leveraged NICE Interactions Analytics to more broadly analyze customer interactions, accessing a wide range of valuable voice of the customer (VOC) insights. For example, a boost in first-call resolution led to a dramatic reduction of 50% in non-talk calls. Read the Nespresso case study for details.
BT (International Award Winner) With NICE Interactions Analytics, EE (mobile/broadband-part of BT Group) began implementing initiatives to uncover better coaching opportunities for sales agents, track fraud patterns and ensure regulatory compliance. It also was empowered to experiment with sentiment as a quality KPI and support agents. Read the EE case study (part of BT Group) for more information.
Outstanding Employee Engagement
The Outstanding Employee Engagement category recognizes organizations that have demonstrated excellence in transparency, retention and motivation strategies to increase their agents’ experience.
Open Network Exchange Open Network Exchange (technology industry) recognized that leveraging Enlighten XO would automate various payment processes and deflect calls so employees could focus on more complex interactions. To maximize results, Enlighten AI was pulled in to evaluate agent analytics to identify areas of opportunity and ensure guests have a spectacular customer experience. The CX AI technology fundamentally transformed its company’s operations by establishing a new coaching model for agents and robust reporting for supervisors, saving 4-5 hours per week on monitoring a team’s performance. For more information, check out the Open Network Exchange case study.
DiDi Global After implementing NICE WFM, DiDi Global (mobility technology) saw a 36% improvement in forecast accuracy not to mention countless gains in efficiencies across its contact center. They were focused on delivering a consistent best-in-class experience while balancing operational efficiencies.
Travel + Leisure Travel + Leisure (hospitality) needed to improve engagements with frontline employees to make it easier to manage a mostly remote workforce. By implementing NICE’s Employee Engagement Manager for agent self-service, employees now have more visibility and the company has approximately 90% adoption of its employee engagement features. For more details, read the Travel + Leisure case study.
Carnival UK (International Award Winner) Carnival UK (tourism and hospitality) has innovated with advanced AI features via NICE, including Enlighten Autopilot and Enlighten Copilot with incredible results. With streamlined skills routing, it has improved first-call resolution, and launched digital channels such as live chat. Benefits include a 99% improvement in the number of guest engagements assessed. Check out the Carnival UK case study for the full story.
“Our business is always moving, especially when it comes to compliance and security. NICE Autopilot has delivered huge impacts, handling tens of thousands of chats monthly that didn’t have to be answered by live representatives.”
COREY REED MANAGEMENT INFORMATION ANALYST ECSI
“We believe our products are second to none, and that our support experience needs to be second to none as well. Working with NICE, we’ve achieved the best customer satisfaction ratings that we’ve ever seen.”
ROGER BREWER DIRECTOR OF SERVICE TOOLS AND TECHNOLOGY SONY ELECTRONICS
“I feel like NICE wants to make us a better version of ourselves. And there aren’t a lot of other companies that really invest in thought leadership, especially around how AI will forever change the face of the contact center.”
SUSAN CAMPBELL DIRECTOR OF CUSTOMER EXPERIENCE VERA BRADLEY
“When we talk to other banks about our big, omnichannel idea, most say they can’t even imagine it. With NICE CXone we’re making progress on a long-term vision that will differentiate us not just from other banks, but from some of the biggest companies in the world.”
DALTON SPADOTTO PROJECT MANAGER - BANCO DO BRASIL
“NICE CXone has helped us meet our primary goals: to provide better and faster answers to our clients and to quickly address problems when customers encounter difficulty with our services on their overall journey. Instead of needing days or weeks to identify and solve problems, we can coordinate the contact center, IT, and product teams to fix issues in a matter of hours.”
MARCELLO GOLDKORN SUPERINTENDENT OF CUSTOMER SUPPORT - BANCO PAN
“Interaction Analytics takes us from understanding only a very limited sample of our calls to much more extensive insight and analysis. It’s enabling our analysis, action, and reaction.”
SRIPARNA SEN CUSTOMER EXPERIENCE MANAGER - NESPRESSO CANADA
“We knew that leveraging Enlighten XO would automate various payment processes and deflect calls, but I wasn’t expecting to exceed our goals! Enlighten AI has fundamentally transformed our company’s operations.”
RYAN ROMERO SENIOR VICE PRESIDENT OF GLOBAL TECHNOLOGY STRATEGY AND INNOVATION OPEN NETWORK EXCHANGE
NICE’s solutions are continuously strengthened by the trust and collaboration of our customers across the world. To learn more, visit NICE customer stories.
