Smart Customer Service White Papers
NiCE
Your AI agents are only as smart as your data
Transform AI trends into real CX outcomes
Gartner® Report: Use This Checklist to Ensure Your Data Is Ready for the Agentic AI Era
AI trends are moving fast, from agentic AI to autonomous CX decisions. But many organizations struggle to turn these trends into real CX impact. As AI agents take on more decisions and actions, fragmented or unreliable data becomes the silent barrier to scale.
Gartner® predicts that by 2028, 40% of agentic AI projects will be cancelled due to escalating costs, unclear business value or inadequate risk controls. When data isn’t trusted or connected, AI decisions slow down, customer journeys fragment, and ROI suffers, undermining the very efficiencies AI is meant to deliver.
This Gartner® research provides practical insights into what CX and IT leaders must change so you can translate AI trends into more consistent, measurable results.
We believe you’ll learn:
• Why data readiness is now a leadership issue, not an IT task
• Which hidden data and governance gaps derail agentic AI at scale
• How to apply a five-step readiness framework to assess your organization’s data readiness
• What leaders prioritize to act on AI trends
Build the foundation AI agents need to deliver real CX impact.
Get the checklist.
Gartner is a trademark of Gartner, Inc. and/or its affiliates.
Gartner, Use This Checklist to Ensure Your Data Is Ready for the Agentic AI Era, By Deepak Seth, Roxane Edjlali, 20 August 2025
NiCE
NiCE Cognigy Named the Only Customers’ Choice for Conversational AI Platforms
NiCE Cognigy is the only vendor recognized as a Customers’ Choice in the 2025 Gartner® Voice of the Customer for Conversational AI Platforms — a distinction based entirely on real enterprise reviews and ratings.
The 2025 Gartner® Voice of the Customer aggregates hundreds of peer reviews across industries and regions. NiCE Cognigy exceeded market averages for both Overall Experience and User Interest and Adoption, naming us as the sole vendor to be recognized as a Customers’ Choice.
The report includes:
- Insights for buyers of technology and services based on Gartner Peer Insights™ reviews
- Rankings based on real enterprise reviews and ratings
- Scores for User Interest and Adoption and Overall Experience
Access the report.
NiCE
Agentic AI is already live. Are CX leaders keeping up?
Agentic AI has moved into real production environments, and a growing group of CX leaders is already operating it at scale. Early results show clear gains in efficiency, experience, and speed.
The Agentic AI CX Frontline Report captures what these leaders are doing differently, what scales in practice, and where the advantage is already forming as agentic AI adoption accelerates.
This report reveals:
- Live agentic AI use cases in CX
- Early outcome signals from production
- Lessons for leaders preparing to scale
See what agentic AI looks like now.
Discover how Agentic Quality Management uses AI to evaluate every interaction, empower agents, and continuously improve CX
Most contact centers still manage quality reactively, reviewing only a small fraction of interactions after issues occur. This limited approach creates blind spots and missed opportunities to improve CX.
This eBook explores Agentic Quality Management (AQM), an AI-powered approach that evaluates every interaction in real time. By replacing manual sampling with continuous intelligence, AQM gives leaders full visibility into performance, enables fair and personalized coaching, and helps contact centers continuously learn and improve.
Discover:
• How AI-driven, real-time evaluation replaces limited sampling across every channel
• How in-the-moment, data-backed coaching improves agent performance and CX
• Why Agentic Quality Management creates a self-optimizing contact center that continuously improves
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.
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.