At NICE’s Analyst Summit in October, the company highlighted how it intends to drive the new digital era with its CXi framework, the components necessary for a CX-fluid journey, and the tools required to enable proactive engagement.
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NICE embraces a CX business model to prepare for the new digital era
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This opinion piece advises businesses to stay relevant with customers. Back up digital capabilities with cloud access, agile enterprise engagement platforms, command of operational and customer data, and scalable organizational structures.
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The Analyst Team
Mila D'Antonio
Follow AnalystPrincipal Analyst, Customer Engagement
Mila D’Antonio is a principal analyst on Omdia’s Customer Engagement team where she focuses on enterprise applications that enable personalized and connected customer engagement. Mila analyzes key developments in customer engagement applications and emerging tech that improve customer interactions and enable personalized, relevant engagements. That includes research on customer engagement platforms, customer data platforms, customer journey orchestration, and conversational AI.
Prior to joining Omdia, formerly Ovum, in 2017, Mila worked as editor-in-chief at 1to1 Media. In addition, she holds a degree from the University of Pittsburgh where she studied English, journalism, and political science.
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