Workflows are the foundational processes that guide every customer interaction. They move tasks, information, and decisions across teams to ensure smooth and effective service delivery. However, when workflows are inefficient, disconnected, or overly complex, they can result in delays, customer frustration, and increased employee workload.

Advances in AI, such as NICE Enlighten, are transforming workflows by addressing these challenges. Enlighten is designed specifically for customer experience, combining industry expertise with AI-driven insights to create adaptive systems capable of meeting evolving customer demands