Smart Customer Service White Papers
Five9
Customer expectations are higher than ever—and the gap between what leaders think they’re delivering and what customers actually experience is growing.
In this exclusive Five9 report, we surveyed 400+ decision-makers across the US, UK, and Canada to uncover where CX is thriving—and where it’s falling dangerously short.
The top disconnects costing brands loyalty. Learn where leaders are missing the mark—and what customers really want.
How AI and automation are reshaping service. Discover why AI isn’t the future—it’s the foundation of great CX today.
Why agents still matter more than ever. See how the human touch is evolving to drive high-value, high-empathy interactions.
Download the report to:
- Uncover CX blind spots
- Get data-backed insights
- Align your AI-CX Strategy
Five9
AI Agents are redefining customer experience, delivering faster resolutions and smarter interactions. As GenAI and Conversational AI mature, CX and IT leaders must understand what separates experimentation from enterprise-ready impact. The Aragon AI Report explores the evolving AI Agent landscape and why Five9 was recognized as a Leader.
Key insights include:
- Foundational capabilities required for enterprise-grade AI Agents
- How emerging AI Agent types are enabling more intelligent, adaptive customer interactions
- What leaders should consider when evaluating AI platforms to reduce risk and support long-term CX strategy
Download now
Five9
Wyndham Hotels & Resorts needed a modern contact center to keep pace with global demand and rising guest expectations. Legacy systems and complex agent tools created friction for both travelers and support teams alike.
By partnering with Five9, Wyndham transformed its contact center with AI-driven automation and intelligent workflows. This resulted in faster resolutions, more personalized guest interactions, and a scalable CX foundation built for the future.
Discover how Wyndham automated over 40,000 monthly password resets, streamlined 80% of booking cancellations, and achieved a sub-1% call abandonment rate—delivering effortless support while unlocking new levels of operational efficiency.
NiCE
5 AI strategies that turn every customer moment into measurable impact
AI has become the core of every leading CX strategy. Yet the biggest returns come when AI works together across a connected platform.
This NiCE eBook reveals how global brands are orchestrating AI to drive speed, savings, and satisfaction, combining general and CX-specific intelligence to deliver personalized experiences at scale and prove ROI in real time.
What you’ll learn to do:
- Unify data, models, and knowledge on one platform
- Personalize every moment with Experience Memory
- Drive smarter decisions with connected intelligence
- Measure ROI with built-in AI observability
Transform every interaction into impact.
NiCE
No more “start over” moments. CX gets smarter with AI memory
Most customers still have to repeat themselves to customer service, and 82% say it happens often. That breakdown isn’t a small inconvenience; it’s a signal that today’s CX systems forget, and the cost of loyalty grows every year.
This exclusive CCW Digital and NiCE report “Turn Insight into Advantage: How AI Memory Elevates the Customer Experience” reveals why AI memory has emerged as one of the most powerful enablers of AI-first CX. CCW found that 95% of CX leaders expect customers to judge brands on their ability to anticipate needs. AI memory is how leading organizations meet that expectation. It remembers, learns, and adapts with every interaction building a continuous, connected journey instead of fragmented moments.
Inside this report, you’ll see how AI memory:
- Drives meaningful personalization by retaining context across channels
- Empowers agents with instant access to customer history and insights
- Enables proactive support by predicting needs before customers reach out
- Builds lasting trust and loyalty through consistent, intelligent experiences
See how AI memory transforms CX.
Workbooks
In 2024, Gartner predicted that by 2025, AI would be a standard component of CRM platforms, revolutionizing customer engagement. As we enter 2026, our research reveals a more nuanced reality.
While AI adoption across sales and marketing is widespread—91% of leaders use AI regularly—its integration within CRM systems remains surprisingly low.
Only 38% of respondents have enabled AI features in their CRM, and a mere 17% use more than two.
Yet, for early adopters, the benefits are clear. Organizations leveraging AI in CRM report significant productivity gains, with the impact increasing as more features are deployed. So this report dives deep into:
- Adoption trends
- Performance impacts
- Lessons from 247 early adopters
It uncovers why AI in CRM is still in its infancy compared to other AI tools, and what organizations can do to accelerate success.
The question isn’t if AI will transform CRM, but how quickly businesses can overcome the hurdles to realize its full potential.
NiCE
NiCE + Cognigy: Two market leaders unite to accelerate the future of AI-first customer experience.
In this guide, discover how AI Agents can handle high-volume, low-complexity tasks, reducing the workload on human agents while providing 24/7 multilingual support. Dive in and learn all about how AI Agents are transforming customer service and delivering innovative solutions for your business now.
NiCE
NiCE + Cognigy: Two market leaders unite to accelerate the future of AI-first customer experience.
Start building the AI workforce of the future with our comprehensive guide to creating an AI-first contact center.?Learn how conversational and generative AI can transform traditional operations into scalable, efficient, and customer-centric experiences.
NiCE
NiCE + Cognigy: Two market leaders unite to accelerate the future of AI-first customer experience
Discover the transformative capabilities of conversational AI and how it can revolutionize your business.
Gain insights into the paradigm shift in customer access strategies, understanding how conversational AI blends artificial intelligence, natural language processing, and machine learning to create personalized, seamless customer interactions across multiple channels.
NiCE COGNIGY
Experience the ideas shaping the AI-first era. Watch AI advisor Cassie Kozyrkov, Forrester Principal Analyst Max Ball, and other industry leaders explore how AI agents, unified intelligence, and orchestrated workflows are transforming every interaction. Stream the NiCE + Cognigy launch event on-demand and see what’s next for CX.
Learn how AI-first strategies are transforming customer experience, discover the advantages of conversational and agentic AI, and gain practical insights to accelerate business impact. From orchestrated AI workflows to unified data strategies, these sessions give you actionable guidance from industry leaders and experts.