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Bradley Shimmin
Chief Analyst, AI Platforms
How to Achieve CX Excellence: Cutting Through the AI Hype to Deliver CX Outcomes
“After implementing NICE CXone, Sony recorded higher customer satisfaction rates across all channels, and at historic peaks. 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
“The elements of AI that are embedded in the NICE CXone solutions meant we were able to advance on our AI roadmap further than we had anticipated.”
- Jon Wells Contact Center Director
Carnival Corporation & PLC
“Consolidating platforms on NICE CXone was a no-brainer.”
- Ryan Stanard Global Director of Customer Engagement
Bose
“We chose Enlighten Copilot to provide an easier experience to our agents through Gen AI, driving quicker and more effective responses to our guests, enhancing our ability to advance care. We also expect Copilot will drive efficiency within our Contact Center, saving money while improving the experience of our agents and guests!”
- Brian Stoner Vice President of GPGS
Hyatt
“We decided to implement Enlighten because it allowed us to really get every single interaction. Our future with NICE, I think, is really limitless.”
- Michelle Grimm Senior Director of Conversational AI
Fifth Third Bank
“Sentiment and behavior scores from NICE Enlighten AI for CSAT and Real-Time Interaction Guidance help us change our workflow processes and ensure that we’re providing excellent customer service.”
