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ZDNET’s key takeaways
- AI is transforming customer experience across the enterprise.
- CX excellence requires seamless coordination across operations.
- The workforce includes agentic AIs that augment human capabilities.
Last week, I spent several days in Vienna, Austria, attending the NiCE Analyst Summit 2025. The summit is now an annual forum bringing together industry analysts like me, NiCE executive leadership,…

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