NICE Voice of the Customer: Use-Cases, Insights and Reviews | 2026 Cuspera

NiCE's agentic AI platform, now integral to its customer experience solutions, has achieved a 66% growth in annual recurring revenue. This platform enables enterprises like Citi to enhance customer e...ngagement by integrating AI agents with human expertise and intelligent workflows. NiCE's platform supports high security and compliance standards, making it suitable for large-scale operations in complex organizations.
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DNB Bank ASA has selected NICE Actimize's X-Sight Enterprise Cloud Solutions to modernize its fraud and financial crime operations. This collaboration with Infosys will enhance DNB's capabilities in ...fraud detection, regulatory compliance, and operational efficiency through integrated solutions like Suspicious Activity Monitoring and Integrated Fraud Management.
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NiCE successfully deployed its AI-enabled Interaction Analytics at Yapi Kredi, a major Turkish bank, in partnership with 3-D Bilisim Teknolojileri. This implementation transformed customer conversati...ons into actionable sales intelligence, achieving a 5% conversion rate and enhancing revenue opportunities. The initiative was recognized with a 2026 Bronze Stevie Award for AI-Driven Sales Automation.
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NiCE CXone platform helped Hyatt replace a fragmented knowledge system. Hyatt migrated hundreds of legacy articles and launched Expert and Copilot for over 250 agents. Agents now find answers faster ...with AI-enhanced search and tagging. First contact resolution and service consistency are improving. Change management became a success model, driving global expansion and higher agent confidence.
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CHCP used NICE Quality Management to improve their contact center operations. They wanted to evaluate all customer interactions and deliver better coaching to agents. The solution helped them review ...100% of interactions with AI. This led to more effective agent training and better customer service. CHCP saw improvements in quality management and employee performance.
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CXone Supervisor helped Moms Meals improve customer experience. The company used the platform to manage and support their contact center. This led to better service and more efficient operations. Mom...s Meals saw improvements in agent performance and customer satisfaction. The solution made it easier to handle customer needs quickly.
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