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The results are in! And we’re thrilled to announce that NICE has been recognized as a leader in The Forrester Wave™: Contact Center As A Service, Q1 2023 report by Forrester Research.

Every customer touchpoint is an opportunity to deliver on your brand value, whether in-store, on a customer service line or via chat or bot functions.

It’s time to dig into emerging midyear trends—or make that “trend.” There’s one innovative trend on every customer experience expert’s radar—as 2023 will forever be known as the Year of Generative AI.

Winning a new customer is challenging, but it’s not the end game. A lot of work is still ahead, as organizations strive to develop long and deep relationships with customers.

Relying on yesterday’s workforce management (WFM) paradigms—that work items are synchronous, reside in a single channel, and are processed by a single employee, among other assumptions —creates silos of inaccurate data in an increasingly digital world. The nature of work has changed irrevocably, and traditional WFM paradigms must give way to an entirely new concept of what work is and how it is assigned.

The Financial Conduct Authority (FCA) states that many U.K. financial brokers and dealers have a lot of work left to meet a looming deadline for new Consumer Duty rules. Described by the FCA as a “major shift” in the U.K financial services regulatory landscape, the rules will have a significant impact on everyday business conduct and processes.

If you think about it, your customers put a lot of faith in your brand and the ability of your employees to care for things that matter to them.