NiCE

You shouldn’t have to join a live call just to understand what’s going on. With the latest NiCE Copilot for Supervisors updates, supervisors can get an instant AI summary of any live interaction, be alerted based on customer intent rather than specific phrases, and get urgent alerts in their own language. Roy walks through these and other updates in the 26.3 release. 👇

AI can be an incredibly powerful tool. But the tool shouldn’t come before the problem. Andrew puts it a little more memorably. 👇 What should come first when scaling AI: the technology or the problem you’re trying to solve? Andrew N. | Experian

As AI adoption grows, the conversation is shifting from deployment to scale. Drawing on experience from thousands of AI projects and millions of customer interactions, Philipp Heltewig shares what organizations need to accelerate AI across the enterprise. What's been your biggest lesson as you've scaled AI?

The biggest risk with AI in healthcare is accountability. As health systems accelerate AI adoption, they're navigating a growing patchwork of state regulations, each with different requirements for disclosure, oversight, and auditability. The question is no longer Can AI do it? It's Can you prove it was done responsibly? Marcus Garcia shares why governed AI is becoming essential for patient trust, compliance, and enterprise-scale deployment: https://bit.ly/4gzFzGr

Every month, it seems like there's another AI capability, acquisition, or integration announced. Which raises an interesting question... As AI stacks continue to grow, what's the smarter long-term strategy?👇

The AI most CX organizations are preparing for isn't the AI that's arriving. AI can now resolve, remember, act and adapt across the customer journey. But many operating models are still built around AI that assists with isolated tasks. That's the gap CX leaders need to close. Swipe through for five shifts reshaping the CX AI operating model, and get the full info here: https://bit.ly/45RELI3

What if finding the right technical answer took seconds instead of searching through pages of product information? That’s the problem Bosch Mobility set out to solve with AI. With tens of thousands of technical product pages, they’re using an AI chatbot to bring the right information directly to customers when they need it. And it’s working: 80% less time spent searching for answers, more than 12,000 conversations logged, and a 99% success rate on agentic conversations. It’s a good reminder that scaling AI is about identifying where it can make a meaningful difference, and measuring whether it does.

A patient doesn't experience healthcare as a series of systems. So why should their journey feel like one? Scheduling. Intake. Billing. Follow-up. Every disconnected step adds friction for patients and more work for the teams supporting them. AI can help connect those moments into one continuous experience by carrying context forward, taking action and giving teams the information they need when they need it. See what that connected care can look like: https://bit.ly/4imsnXX

✨ Agentic AI performing on par with customer service, delivering the best experiences possible. That's the CX AI advantage: autonomous AI agents built on NiCE Cognigy now resolve cancellations, refunds, returns, and reships at quality on par with human agents, handling the repeatable, policy-heavy volume so they can focus where judgment and care matter most. The result? Members get faster resolutions and higher satisfaction. Fabletics gets a customer service model built to scale with its membership. This is the engine behind Fabletics, the world's largest digitally native activewear brand, serving millions of members across North America and Europe. Find the full story here: https://bit.ly/3RKSm0l

94% call answer rate. 100% of interactions analyzed. £250K in annual savings. Bluecrest Wellness is using NiCE CXone to put AI to work across its contact center — from real-time advisor guidance to smarter coaching and less after-call work. https://bit.ly/4zujbHf