Smart Customer Service White Papers
NICE
Discover the benefits and ROI for GenAI
GenAI is reshaping customer service, making answers faster, agents less stressed, and operations run smarter. But without a clear strategy, even the best tools can fall short.
By 2026, 75% of service organizations embracing GenAI will primarily unlock productivity enhancements, leading to significant ROI in soft benefits like increased employee satisfaction.*
This Gartner® report shows how to turn that potential into a plan, connecting GenAI to the outcomes that matter for your customers, your team, and your business.
We believe you’ll learn how to:
- Connect GenAI to what matters most for your business
- Stay ahead by doing it right from the start
- Keep customers happy with seamless, smart service
- Help agents thrive with intuitive, real-time support
- Build a plan that’s grounded, human, and built to scale
Create a NiCE world with real ROI from smart service.
Get your copy.
*Gartner, Get Better at ROI Projections for GenAI in Customer Service, Uma Challa, 3 April 2025
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.
NICE
4 proven strategies to maximize your CSAT
One company exceeded 92% of its CSAT targets and another earned a 96% retention rate focusing on customer satisfaction. Want results like that?
Read “Unlock the Secret to Higher Customer Satisfaction with CXone Mpower.” This guide reveals four time-tested strategies you can implement today.
And CXone Mpower is the complete AI platform that powers each one.
Inside the guide, you’ll find:
- Why AI-powered quality management propels CSAT/NPS
- How Copilots guide agents in real time to improve sentiment
- Ways AI feedback grows loyalty and cross-sell/upsell revenue
- Real-world results from businesses using CXone Mpower?
Start driving higher satisfaction and loyalty now!
NICE
Turn customer service excellence into exceptional ROI with this CXone Mpower guide
Want 94% lower service costs—year over year? Aberdeen research says it’s possible with proactive engagement. Curious how?
Find out that and other insights in “Drive Operational Cost Savings with CXone Mpower.” This results-driven guide breaks down four powerful strategies to start improving your service, your bottom line—and your competitive edge.
At the heart of it all? CXone Mpower—a single, unified AI-powered solution built to automate smartly and streamline operations at scale.
Inside the guide, you’ll discover:
- Proven methods to reduce costs without cutting corners
- How AI agents drive productivity and reduce operational costs
- Why automation and proactive engagement are CX game-changers
- Real-world results from businesses using CXone Mpower
Start improving your service–and bottom line.
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
NICE
3 insights to turn your contact center into a revenue center
When you truly understand customer service, you don’t just solve, you sell. Businesses that prioritize customer needs grow faster, close more deals, and build lasting loyalty.
One company boosts earnings by 69%. Another increased successful sales visits 78%. The common thread? They started with the customer.
Our guide, "Accelerate Revenue Generation with CXone Mpower," reveals three powerful ways to see your revenue thrive by putting people first.
Read the guide to:
- Turn customer understanding into sustainable business growth
- Make it easier to connect and engage with your customers
- Give agents the AI skills they need to perform and deliver
- See real results from brands fostering loyalty with CXone Mpower
Helping your customers is NiCE business.
NICE
[Report] Discover how leaders are maximizing their CX using 3 top AI trends
AI continues to rewrite customer service rules and the smartest companies aren’t waiting to catch up. They want to get ahead of it. In fact, 50% of all contact center leaders will increase AI investments this year.
Also, did you know 70% of contact centers have had issues integrating customer service tools? Now, they’re turning to an all-in-one AI solution to help customers and sharpen their competitive edge.
See how leaders are using three proven trends to actually resolve customer problems through actions—not just interactions.
The CCW report reveals how to:
- Boost performance by empowering agents with AI
- Simplify operations with a unified AI platform
- Optimize customer journeys across every touchpoint
- Achieve customer satisfaction breakthroughs like Sony
Get 3 trends to drive your strategy.
NICE
Drive results with strategic AI process management
Despite the immense promise of digital transformation, many organizations struggle to realize the productivity gains expected from AI and advanced technologies. According to McKinsey, 30% of employee time is lost to non-value-added data work.
In this Harvard Business Review webinar, “Maximizing ROI with AI-Driven Process Management,” Thomas Davenport, president's distinguished professor of information technology and management at Babson College, and Tom Redman, president of Data Quality Solutions, will explore how a new approach to process management can help unlock the full potential of AI-driven transformation by integrating people, processes, and technology.
Harvard experts reveal proven methods to:
- Unite workflows across operations for exponential business gains
- Optimize processes continuously with AI insights
- Streamline experiences for seamless service
- Maximize efficiency at scale with AI-powered workflows
Drive AI ROI. Watch the webinar.
NICE
Unlock the Power of AI Agents – Insights from Forrester
AI agents are transforming business operations by automating decision-making, enhancing productivity, and streamlining processes. With advancements in generative AI and large language models, AI agents are set to drive innovation across industries. Forrester’s research explores the future of AI agents, revealing how these intelligent systems can drive growth and improve outcomes for businesses.
What You'll Learn:
- How AI agents combine critical thinking and automation to improve business efficiency
- Key use cases where AI agents are already making an impact
- The challenges and considerations businesses face in adopting AI agents
- Predictions on how AI agents will evolve and their potential long-term impact
Stay ahead of the competition. Explore Forrester's insights and learn how AI agents can transform your operations.
NICE
From problem-solver to game-changer: AI brings the “Wow”
In today’s world, bold strides are taking place in the customer service industry, and artificial intelligence is fundamentally transforming customer experiences. Yet, many organizations are still stuck with clunky, outdated processes and technology, missing out on the “WOW” moments that can delight customers and elevate companies to new heights.
But AI isn’t just about cutting costs and speeding up resolutions—it’s about truly transforming the way your brand interacts with customers and the outcomes of those interactions. To stay ahead, companies must be at the forefront of AI maturity, able to augment this technology to personalize experiences, automate complex workflows, and support human agents with real-time insights. This means faster, smoother service—and happier, loyal customers.
Here’s how industry leaders leverage next-gen AI:
- Transform service with agentic AI that resolves issues autonomously
- Deliver personalized experiences that anticipate customer needs before they arise
- Boost agent productivity with AI copilots that eliminate repetitive tasks
- Create seamless omnichannel journeys with intelligent workflow automation
Optimize your interactions with AI for swift, smart, and seamless service.
Language I/O
A practical guide into multilingual business strategies and AI adoption
AI dominates the headlines week after week, with much of the focus on its thrilling capabilities and transformative potential in the workplace. Yet, amid the excitement, a rising sense of unease is also taking hold.
Effective multilingual communication has become crucial for operational efficiency, customer satisfaction, and growth as businesses expand into new markets and manage diverse workforces. The surge in AI adoption is reshaping enterprise strategies, with AI tools now being the most widely used solutions for language-related tasks (33.8%).
A recent Language I/O report, based on insights from over 1,000 business leaders in North America and EMEA, explores how global enterprises with 5,000+ employees are tackling multilingual challenges and adopting AI-powered language tools in 2025.
Download the guide!
LanguageIO
Customer Support Is Under Pressure
Global expectations are rising. Product complexity is growing. Language diversity is expanding. But budgets? They’re tighter than ever.
Support leaders once had to choose between: speed vs. personalization or cost vs. quality. Not anymore.
Today’s AI-powered, data-driven strategies are transforming the economics of enterprise support - reducing costs by up to 35% while improving CSAT by 10-15 points.
Introducing the Playbook for Modern Support Efficiency
Explore the five proven strategies driving immense impact across global enterprises:
- Support Center Consolidation
- Self-Service Transformation
- Predictive Analytics for Proactive Support
- Intelligent Automation of Back-Office Processes
- Technology Stack Simplification