Why your data is the difference between AI hype and AI impact

Customer experience leaders everywhere are racing to harness AI to deliver faster, smarter, and more personalized interactions. But the truth is even the most advanced AI tools can’t deliver breakthrough results without AI-ready data.

AI becomes transformative only when it’s fueled by the right data foundation. Otherwise, you’re not innovating - you’re guessing. Start 2026 with data that unlocks real intelligence for your customers and real outcomes for your business.

Are you ready for an AI-first era?

Those who are ready to take advantage of the incredible advances AI brings will delight their customers with trusted, human-like experiences and grow their businesses. Those who aren’t ready face disappointed customers and stagnation in an increasingly AI-first world.

“AI-first CX is a foundational reinvention of how business, technology and humans intertwine.” - Scott Russell, CEO, NiCE

Metrigy research found that successful customer service leaders are 40% more likely to report a revenue increase that the non-success group. These same leaders are 64% more likely to have measured a direct benefit of AI in customer service.

Get your data together

No one sees more of the customer journey than we do. NiCE has the largest, highest-fidelity CX dataset purpose-built for AI.

We have hundreds of data types across billions of interactions from every channel -spanning the front, middle, and back office - to unify the customer experience end-to-end.

This depth matters. More context means more accuracy. And more accuracy means AI that not only understands the moment but remembers it.

Data that grows smarter with every interaction

Our CX data is processed and refined for the varying needs of different AI. We’re always deriving new data and classifying it, putting it into memory and recalling it, so when consumers reach out again, human and AI agents are in the know.

CXone Mpower is continuously deriving and refining AI-ready data. The result: customer experiences that feel fast, personal, and human, even with AI involved in the interaction.

Experience Memory delivers context that follows your customers everywhere

CXone Mpower data signals allow precise insights to reach an employee in the moment and allow AI Agents to better reason and act.

Experience Memory, powered by our AI-ready data foundation, recalls in real-time customer history, intent, and preferences so customers never have to repeat themselves. Every experience feels personal and connected.

NiCE Cognigy now taps into Experience Memory, allowing AI agents access to real-time, consumer-specific context so they can better reason, personalize, and drive better outcomes. Unique to NiCE, Experience Memory improves both native and third-party applications.

Apply intelligence everywhere, automatically

All the applications our customers use are consistently powered across all interactions because the CX data is connected in our data lake. For example, the sentiment data that our AI models use is the same data before, during, and after interactions.

Our unified common data model provides a single place for AI governance, which ensures the consistent use of generative and agentic AI. AI-ready data is defined once and used many times, while the data continuously makes the AI models better.

An AI platform built with intelligence at the core that’s connected to every agentic workflow and every application is a must-have for experience transformation and sustainable ROI.

Connect and extend intelligence on an open and extensible platform

Our unified AI-ready data fuels the performance of 100s of third-party applications on our open and extensible platform. The CXone Mpower platform delivers secure, standardized data sharing via a universal interface where, again, data and AI are governed in one place, in one location from one vendor.

Every customer has different systems, tools, and data sources. No one is starting from scratch. That’s why we’re always expanding our Hubs - collections of pre-built connectors.

Customers can bring their own models, plug in third-party applications, connect external data, and migrate on their own terms.

Move from insight to action, instantly

Actions, our conversational analytics interface, turns your entire CX operation into a single, unified lens. Because when data is connected, intelligence becomes actionable - fast.

Leaders can drill into each KPI to see key metrics and correlations derived from interaction volume and analysis, quality and SLA adherence, even desktop analytics and employee performance insights.

The true strength of Actions is that it brings together data from 40+ native applications and relevant third-party systems. It delivers a complete performance view in seconds, without the need for additional software or reporting tools.

Better data powers better experiences

The value of AI depends on the quality of its foundation, making an AI-ready data foundation essential for success. Learn more about creating a NiCE world, starting with the data driving it, in our new blog.