Smart Customer Service White Papers
NiCE
Discover how AI Agents transform CX and deliver measurable results for leading brands.
AI Agents are reshaping customer experience by combining the best of automation and human support. But while the concept of AI in CX is gaining traction, many leaders still struggle to understand where to start, how to scale, and how to keep the human element intact.
In AI Agents For Dummies, NiCE Special Edition, you’ll learn what AI Agents are, how they differ from traditional bots, and why they’re essential for modern CX. The guide explores NiCE’s CXone Mpower platform—including Autopilot, Copilot, Proactive AI Agent, and Actions—and shares real-world results from companies like Sony and Carnival that are already achieving success with AI Agents.
Inside this guide, you’ll learn:
- What AI Agents are and how they work
- Benefits for customers, agents, and leaders
- Success stories from Sony and Carnival
- Steps to adopt AI in CX
AI Agents are transforming CX right now.
NiCE
Get the top 10 CX trends to power your 2026 strategy
Customer expectations are outpacing most enterprises’ ability to deliver, and by 2026 the gap will only widen. CX 2026 Trends: Top Strategic Insights gives you a clear view of what’s next, and how to turn emerging shifts into a competitive advantage.
Inside, you’ll discover the Top 10 trends redefining customer experience, from agentic AI to orchestration, memory, and visibility.
For leaders ready to future-proof their strategy, this guide shows you how to harness the trends shaping 2026 CX success, and how to make them work for you.
Explore top 2026 CX and AI trends, including:
• Agentic AI that resolves tasks instantly to cut effort and cost
• Orchestration that unifies people and systems for faster outcomes
• Experience memory that compounds intelligence to drive loyalty and growth
• Visibility that makes AI ROI transparent to earn C-suite trust
Lock in the CX strategies that will create 2026 wins.
NiCE
Break outdated WFM paradigms
Traditional WFM methods of forecasting and scheduling are based on outdated paradigms from phone calls. Meet the digital reality of today with NiCE True to Interval (TTI), which take into account asynchronous, periodic interactions for more accurate contact center staffing.
Seize the reality of digital channels in your contact center.
NiCE
Executives are betting on AI agents. Are they winning?
AI agents promise efficiency, but not every investment pays off. The Gartner® report When to Use or Not to Use AI Agents helps you see past the hype and focus on what truly drives business impact.
Inside, you’ll find the Gartner AI Agent Assessment Framework, built to help CX leaders decide where AI agents belong in their strategy, and where simpler solutions can help you win.
It’s time to make the right call when it comes to AI agents and invest with confidence, not guesswork.
Read the report to find out how to better:??
- Pinpoint where AI agents deliver measurable value
- Determine when traditional automation is enough
- Balance human judgment, teams, and automation for best results
- Identify investments that reduce friction for both customers and teams
- Scale AI confidently, and know when to hold back
Discover where AI drives real value.
According to a 2025 commissioned study by Forrester Consulting on behalf of TransUnion®, 86% of decision-makers across a wide range of industries said that even as their outbound call volumes decrease, the phone is still the most important outbound channel for meeting customer service goals and increasing revenue. Furthermore, in 2024, as the top overall business goal, growing revenue was considered more important than improving the customer experience.
The issue is that businesses face numerous obstacles in reaching customers by phone, including the need for:
- Up-to-date contact information: 74% of respondents said they have what’s considered below a good right-party contact rate, and face limitations or missing functionality around contact data intelligence and the best day and time to reach customers.
- Context on calls (like logo) and call authentication: Three out of four decision-makers said accurate caller ID information displayed for outbound calls is important for increasing contact rates.
- Protection against call spoofing: Two out of three decision-makers considered protection against call spoofing and related fraud as essential for enhancing customer engagement and increasing contact rates.
The study also highlights strategies and solutions that help businesses reach more customers and reduce call spoofing and fraud.