“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 happiness is down.” People are cautious about where they spend, and that makes loyalty more fragile than ever. “Companies are really focused on loyalty,” he told CNBC recently. “A resilient customer—one that’s happy, one that’s engaged—is paramount in an uncertain environment.”
