NiCE Interactions 2025 raised the bar yet again, building on the success of previous years. We headed to London for two packed days full of expert insights, exciting updates and inspiring conversations.
As a Platinum Sponsor and proud NiCE partner, we were delighted to be part of such a high-energy and inspiring event. Having recently achieved Platinum Partner status, this year’s Interactions felt particularly special for our team. And once again, it didn’t disappoint.
Whether you were there in person or catching up from afar, we’ve summarised the key announcements, takeaways, and inspiration from the event.
The Vision: Creating a NiCE World
Scott Russell, CEO of NiCE, shared NiCE’s vision for the future: a world where every customer feels heard, every agent is supported to do their best work and every interaction feels effortless and empathetic.
It’s a vision that resonates deeply with us at SVL. Every day, we help clients improve their customer and agent experiences, putting the right tools in place to streamline performance, deliver better outcomes and build lasting customer relationships.
With the latest AI-powered solutions, these goals are more achievable than ever.
The Tech: Key Updates from NiCE
In hands-on demos and a series of insightful talks, we were introduced to CXone Mpower, NiCE’s powerful new AI-driven platform – built to help agents work faster, smarter and with more impact.
AI That Supports, Not Replaces
At its core is Enlighten AI, which understands customer intent, guides agents in real-time and automates the low-impact, repetitive tasks that often slow things down. This ensures agents can focus on the high-value, human conversations that make a difference.
We also saw the introduction of Proactive AI Agents – no-code, intelligent virtual agents that move beyond reactive chatbots. These agents anticipate customer needs and resolve issues before they escalate, paving the way for truly preventative service.
Workflow orchestration was another major highlight. With omnichannel routing and an AI Orchestrator, CXone Mpower coordinates customer journeys across all channels, reducing handoffs, speeding up resolutions, and simplifying agent workflows.
What this means in practice
CXone Mpower offers immediate, tangible benefits for both agents and customers. Real-time coaching supports agents through challenging interactions, while automation lightens admin workloads and lets agents focus on service quality.
With proactive AI supporting early intervention, service becomes more efficient and more personal, improving agent satisfaction and customer experience.
Three key messages stood out to our team:
- Strong knowledge bases are essential: AI needs accurate, accessible information to deliver meaningful support.
- AI is here to help, not replace: When we support agents properly, everyone wins.
- The right partner makes all the difference: Successful implementation isn’t just about the tech – it’s about the guidance, support and collaboration that comes with it.
The Impact: Real Stories of AI Impact
The second day spotlighted real-world success stories, with organisations from across sectors sharing how NiCE solutions are transforming their customer operations.
We were especially proud to host a session with our client, Bluecrest Wellness, showcasing how they’ve embraced NiCE AI with SVL’s support to improve efficiency and deliver better customer journeys.
If you’re interested in learning more about our work with Bluecrest, we’re putting together a full recap of our session – stay tuned for more!
We also dropped in on several other sessions (though we couldn’t be everywhere at once!). What stood out across the board was the energy and ambition – it’s clear that businesses are embracing AI to drive transformation at every level.
And of course, a huge congratulations to all the winners of the CX Excellence Awards – especially our friends at Newcastle Strategic Solutions.
The Inspiration: Tim Berners-Lee and Jonny Wilkinson
We also enjoyed two standout keynote talks that stepped away from CX innovation, but left a lasting impression.
Sir Tim Berners-Lee, inventor of the World Wide Web, reminded us of the importance of ethics and trust in a digital world – especially as we adopt more AI-driven solutions. His message was clear: put people at the heart of innovation.
Jonny Wilkinson, rugby legend and World Cup winner, closed the day with powerful thoughts on performance, resilience, and the power of a “what if?” mindset. It was a message that resonated beyond the pitch: no matter the industry, success starts with belief in what’s possible, especially when facing change.
The Finale: Pitch-Side Performances and Catch-Ups
The event wrapped up in style with a live pitch-side set from the Kaiser Chiefs, and we can’t think of a better way to end a packed couple of days.
For the SVL team, it was also a great opportunity to catch up with clients, partners, and our friends at NiCE. There’s nothing quite like being face-to-face with the people who make this industry so exciting.
Until Next Time…
A huge thank you to the NiCE team for another incredible event, and to everyone who came by to say hello. We’re heading home full of ideas, conversations, and inspiration for what’s next.
If you’d like to learn more about how we can help bring these innovations to your contact centre, we’d love to chat.
