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Improving the Customer Experience with CXone Expert

NICE CXone Expert: Smart Knowledge Management

CXone Mpower Expert is an intelligent knowledge management solution that connects customers across search, web, chat, and digital channels.

CX Pulse: Why 4 customer experience experts explore links to agent (and customer) happiness

How can advanced contact center technology make a difference for both contact center agents and your customers? These experts unpack how digital and AI are changing the workplace and the conversations.

7 critical CX trends for your 2024 strategy: Expert insights and recommendations

Our new 7 Critical CX Trends for Your 2024 Strategy offers powerful insights you can adapt for your CX strategy to secure a competitive edge by winning, engaging, delighting, and keeping customers—now and in the future.

CX Pulse: From customer science to WEM, how these 4 experts say innovation is transforming customer experience – Part 2

Innovative technology, ideas, processes, and mindsets are helping companies realize significant success by providing a positive impact and value on their customers and employees.

CX Pulse: Conversations with 4 experts on how AI, other innovations are redefining CX – Part 1

Customer experience (CX) excellence isn’t achieved by standing still. Your customers expect more these days. Organizations must be able to resolve issues quickly at every touchpoint of their entire journey, and those touchpoints are changing and expanding constantly

Expert Interview: Delivering digital-first CX

Learn how NICE's comprehensive approach to digital self-service optimization empowers businesses to streamline operations and enhance customer experiences seamlessly

Netsmart Redesigns Crowdsourced Learning for All Personas with NICE CXone Expert

Netsmart, a healthcare software company for over 50 years, has been dedicated to developing technology and providing services that support individualized care and optimized outcomes. To assist heavily burdened providers in achieving efficiency, productivity and effectiveness, Netsmart implemented a previous iteration of CXone Expert as a customer-facing knowledge wiki. The expansion of the Netsmart CareFabric platform and the growth of their solution portfolio, combined with resource turnover and COVID-era pressures, served as the catalyst for a need for a transformation of the previous knowledge base. Netsmart revitalized the client experience with Expert and brought the new Netsmart Resource Center online with renewed purpose, greater accuracy and enhanced features to position the Netsmart client success strategy.

Expert Interview: Accurately Forecast, Schedule and Manage Workforce in the Digital Age

With the digital disruption in the contact center, outdated WFM metrics must be replaced. Andrea Matsuda, Product Marketing Manager, NICE talks about how NICE WFM True to Interval (TTI) Analytics takes into account the unique challenges of digital channels for transformative forecasting, scheduling, and planning.

Proofpoint revolutionizes customer support with CXone Expert

A leading cybersecurity company, Proofpoint is committed to helping organizations of all sizes protect their people from cyberattacks. With rapid growth on the horizon, the company knew it needed to scale and scale big in order to continue serving its customers efficiently and effectively