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CX goes AI-first: NiCE's acquisition of Cognigy signals a major customer service inflection point

ZDNet - Artificial Intelligence
Jul 31, 2025 18:56
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Summary

NiCE's acquisition of Cognigy marks a significant shift toward AI-first customer experience strategies, highlighting AI's central role in customer engagement and support. This move signals that leading companies are increasingly relying on AI to enhance interactions across both digital and voice channels, setting a new standard for the industry.

This strategic move shows AI is now the foundation for how leading companies engage, support, and retain their customers across digital and voice channels.
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