Global brands across industries are leveraging NiCE to deliver smarter, faster, and more personalised experiences
October 7, 2025 – NiCE has announced a series of tangible customer successes powered by its industry-leading customer experience (CX) artificial intelligence (AI). Organisations around the world are adopting CX AI to reduce wait times, improve service quality, cut costs, and equip frontline teams to deliver faster answers, more seamless interactions, and better CX.
To mark Customer Service Week, an annual celebration recognising the critical role of customer service and the people who make exceptional experiences possible, NiCE is highlighting the remarkable success its customers are achieving. Across industries and continents, organisations are leveraging the latest CX AI technology to strengthen employee and customer experiences, improve operational efficiency, and set new standards for service excellence.
Customer highlights include:
- PayPal, a global fintech leader, reinvented customer experience with NiCE. By replacing manual quality assurance with AI-driven interaction scoring and sentiment analysis, the company improved customer sentiment within 10 weeks of its pilot and scaled consistent, data-driven coaching and scheduling across 6,000 employees.
- Fairstone, a leading non-bank lender, improved customer engagement using CXone Mpower’s Proactive AI Agent. In just four months, it achieved a 65 per cent response rate on digital outreach, converted 90 per cent of respondents into appointments, and scaled consistent, personalised follow-ups across more than 250 branches, enabling more reliable and timely customer support.
- Bamboo Insurance, a tech-forward insurer, leveraged CXone Mpower to elevate both employee and customer experience. Equipped with AI-enabled tools, the company reduced training time, accelerated feedback loops, and improved customer satisfaction by delivering faster, more personalised support.
- Alzheimer’s Society, a UK dementia support and research charity, deployed CXone Mpower to create a dementia-friendly experience. By unifying voice, email, and routing, the organisation can better prioritise vulnerable callers, reduce after-call work, and enable staff to spend more time supporting those who need it most.
- FedPoint, a benefits administrator that serves millions of customers in the federal civilian and uniformed services markets, turned everyday support into strategic advantage with CXone Mpower. During open enrolment, the company successfully managed 500,000 calls in just 20 days, reducing the average speed of answer from 35 to 15 seconds while elevating employee call quality scores by 13 percentage points. Today, FedPoint’s contact centre is more agile, responsive, and delivers world-class service to federal employees and uniformed service members and their families.
- Great Southern Bank, a community-focused financial institution, dramatically reduced wait times and streamlined interactions to provide customers with the immediate support they deserve. By leveraging advanced AI-powered features, the bank cut attrition by 44 per cent, stabilised staffing, lowered operating costs, and expanded its capacity to serve more customers.
Dan Belanger, President, NiCE Americas, said, “CX AI is transforming how brands deliver experiences, and NiCE’s customers are leading the way. During Customer Service Week, we’re proud to celebrate the tremendous impact our customers are achieving, from faster responses and higher customer satisfaction to more empowered employees. Their innovation and dedication are raising the bar for customer experience globally, and we’re honoured to partner with them in delivering this success.”
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
