In the dynamic world of customer experience, variability—the inconsistency in service quality, response times, and outcomes across interactions—is a major challenge. This inconsistency frustrates customers and hinders brand loyalty. The key to success lies in delivering consistent, positive experiences that meet or exceed customer expectations every time.

NICE’s analysis of billions of conversations across thousands of organizations—ranging from startups to industry giants, new adopters of CXone to seasoned users—reveals key insights. Happy customers, measured by positive sentiment, correlate directly with higher profitability. But beyond the numbers lies an even greater potential: the chance for brands to leverage purpose-built AI for CX to drive consistent experiences that directly improve business outcomes.