NiCE Announces the Future of AI-Powered CX

NiCE announced a fundamental shift in customer experience: with agentic AI native at the core of its platform, enterprises can now run AI agents, human teams, workflows, data, and systems as one intelligent operating model.

For decades, customer experience meant routing interactions to people. NiCE changes that. AI now understands intent, resolves issues autonomously, engages customers proactively, orchestrates work across front- and back-office systems, and elevates human expertise when it matters most. Every interaction becomes intelligence, every workflow can be automated, and every outcome can be measured and improved.

NiCE is built for a world where AI is the intelligence layer that runs customer experience. NiCE gives enterprises a single platform to design, deploy, govern, and continuously improve AI agents across voice, digital, self-service, proactive engagement, agent assistance, analytics, and workflow orchestration.

NiCE is uniquely positioned because it combines the industry’s leading enterprise CX foundation with the most advanced conversational and agentic AI purpose-built for customer experience. NiCE Cognigy’s Agentic AI operates as the brain of the platform, reasoning across channels, orchestrating actions, and powering AI agents that can move from conversation to resolution. It’s industry-leading, cloud-native platform provides the enterprise foundation: global scale, security, compliance, workforce intelligence, analytics, routing, and operational reliability trusted by the world’s most complex organizations. NiCE supports the highest security and compliance standards, including SOC 2 Type II, ISO 27001, PCI DSS, and FedRAMP authorization, protecting customer data at the highest levels of assurance.

This is AI proven in production: NiCE’s annual recurring revenue grew 66% year over year in the first quarter of 2026 and represented 14% of cloud revenue. That momentum is matched by external recognition: NiCE was the sole vendor named a Customers’ Choice in the 2025 Gartner Peer Insights Voice of the Customer for Enterprise Conversational AI Platforms, and NiCE was named to Fast Company’s World’s Most Innovative Companies of 2026, ranking 11th in the Applied AI category.

“Running AI at the scale, security, and compliance that enterprise customer operations demand takes more than a demo. It takes deep, real-world experience with mission-critical CX data, workflows, and governance, and it takes AI built into the architecture rather than added on top. That is exactly what we have built: a platform where agentic AI is native at the core, with AI as the architecture, governed and measurable at enterprise scale,” said Jeff Comstock, President of CX Product & Technology at NiCE.

NiCE delivers AI-native orchestration across every dimension of customer experience. Capabilities on show at NiCE World 2026 include:

“Enterprise leaders have shifted their CX AI strategy from consideration to rapid and broad deployment. They’re asking who can actually deliver it reliably, securely, and at scale. NiCE’s combination of deep agentic AI with an enterprise-grade CX foundation is a compelling answer to that transformation.” said Omer Minkara, VP & Principal Analyst, Aberdeen Strategy & Research.

“Consumers are willing to use AI, but they don't want it forced on them. By threading AI into every aspect of NiCE's platform, companies now have the intelligence to accurately route to AI or human agents, personalization that will boost consumer enthusiasm for AI,” said Robin Gareiss, CEO and Principal Analyst, Metrigy.

At NiCE World 2026, leading organizations are showcasing what NiCE makes possible in production, at scale.

Citi, a global leader in financial services, is using NiCE to connect AI agents, human expertise, and intelligent workflows, delivering more seamless, personalized customer engagement at a scale that only NiCE can support.

Fabletics, one of the world’s largest digitally native activewear brands, is leveraging AI-powered journeys to strengthen customer relationships while enabling teams to operate with greater speed and efficiency.

Arizona State University, recognized globally for its commitment to innovation, is operationalizing AI across student and constituent journeys, improving experience quality, institutional efficiency, and outcomes at a scale few organizations have achieved.

“At Citi, we are focused on using AI to create smarter, more proactive customer experiences while driving operational excellence at scale,” said Mia Carraro, Head of Service Excellence at Citi. “At NiCE World, we look forward to sharing how automation and AI are helping us uncover new efficiencies and deliver better outcomes for both customers and employees.”

Source: NiCE media announcement