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CX goes AI-first: NiCE's acquisition of Cognigy signals a major customer service inflection point
This strategic move shows AI is now the foundation for how leading companies engage, support, and retain their customers across digital and voice channels.
Driven by the need to cut costs and manage operating margins amid an inflationary and uncertain economy, many business leaders are also pursuing AI adoption to replace their workforce across most departments with technology. With Michelle Cooper now leading NiCE's global marketing function, the company appears poised to accelerate its vision of an AI-first contact center, while keeping human experience at the core. Aberdeen's research shows that, when applied effectively, AI in CX helps improve key metrics, such as first-contact resolution rates, employee engagement, handle times, and service costs.
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