AI in Customer Experience: Orchestrating a Symphony
At the NiCE Analyst Summit 2025 in Vienna, Austria, industry analysts and leaders discussed the role of AI in transforming customer experience (CX) across the enterprise.
According to the summit, organizations can deliver exceptional CX with AI, but automation only reaches its full potential when intelligently orchestrated.
Delivering great CX today isn't about playing a single note well.
The event highlighted the importance of orchestration in CX, much like the city of Vienna's renowned orchestras that blend hundreds of instruments seamlessly.
Key takeaways from the summit include the need for intelligent orchestration of AI to achieve full value in CX.
- AI transforms CX beyond the contact center, across the entire enterprise.
- Automation requires intelligent orchestration to deliver full value.
Author's summary: AI orchestrates CX symphony.