When Customers Are Worried Companies Turn to NICE for Answers

By Anshika Mathews
Published on May 19, 2025

Enterprise AI

What customers really are looking for is to be able to retain and grow their customer base.

“Customers want fast and easy resolutions. AI powers that.”That’s how NICE CEO Scott Russell sums up the shift underway in global customer service. In a climate marked by economic disruption and shrinking consumer confidence, businesses are being forced to rethink how they engage with their customers and many are turning to NICE to do it. Headquartered in Hoboken, New Jersey, NICE provides AI-powered customer experience (CX) and compliance software to more than 25,000 organizations worldwide. Its software touches over 20 billion customer interactions daily, a scale that gives it rare visibility into what businesses and their customers actually want. Navigating Uncertainty with AI According to Russell, businesses today are grappling with “customers around the world whose ha

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Anshika Mathews

Anshika is the Senior Content Strategist for AIM Research. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at anshika.mathews@aimresearch.co

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