JAA'S Analyst Blog - Current Posts

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The 2025 version of NiCE Interactions did not disappoint, and that’s saying a lot with this being new CEO Scott Russell’s first time, saying farewell to CMO Einat Weiss and her 17-year run, taking in the vibe for their new branding, and not to mention their huge strides with AI since last year.

I’ll cover that ground in an upcoming review article, and if you follow me on LinkedIn, I posted there steadily during and just after the event. Three video interviews are in the works as well - stay tuned. To complement all that, here are some photos - all are mine other than a few that I’m in (I don’t do selfies as a rule of thumb).

Loved seeing this ad right after getting off the plane at LAS airport. And yes, it was HOT!

Dan Belanger and Scott Russell getting things started.

Fantastic dance performance from Aussie-based Brent Street - really set the tone.

Perhaps the biggest news from the event - their partnership with ServiceNow, and perhaps a sign of things to come as software vendors jockey to get the inside track to provide an AI platform to manage all the data inside an organization. This is a much bigger story than CX, and this partnership puts NiCE closer to the center of things for how things are unfolding.

Customers telling their success stories with NiCE - Brendan Mulryan from H&R Block, and Rahul Magan from Charles Schwab.

From the Best Practices sessions - using AI for augmenting employee performance, and branded calling to make outbound messaging more effective.

Keeping busy in other areas - one of two segments I did for NiCE TV, a sit-down with Charlie Mitchell from CX Today, and a booth visit with Klearcom, one of NiCE’s partners.

Day 2 speakers - Barry Cooper, and Tim Harris.

More customer success stories - a clever visual here from Carnival, summarizing their key CX challenges with cruise customers; Arun Chandra from Disney.

On the fun side, we all got bussed to the Theater at Virgin Hotel to see OneRepublic - they were new to me, but very good. Later on, a speakeasy - really - behind a doughnut shop in our hotel - great little venue, loved the band, and yes, there was dancing.

Best for last - CEO Scott Russell saying thanks, with AC DC walk-on music - very apropos. Then, a fun sit-down with celeb guest speaker, Kristen Bell - and if you don’t know, she’s the NiCEst person on earth!