From Interactions to Outcomes: AI Reshapes the Customer Service Experience

NICE

AI is changing the rules of customer engagement—see how in IDC’s latest spotlight report

Customer service is shifting from managing interactions to resolving outcomes—proactively, intelligently, and at scale. This IDC spotlight report explores how AI agents and automation are enabling faster resolution, greater personalization, and seamless experiences across the customer journey. Learn how leading companies are using unified platforms and agentic AI to boost performance, improve employee productivity, and generate measurable business value.

With unified CX platforms, advanced observability, and domain-specific AI models, organizations can deliver proactive support and build trust—while also aligning AI investments with real KPIs.

Get expert insights on AI-led CX

• AI resolves issues end to end
• Unified platforms drive consistent CX
• Observability ensures trust and transparency
• Agentic AI boosts productivity and personalization

Discover how AI turns CX into a business driver