NiCE Cognigy envisions customer service balance

The NiCE Cognigy Nexus 2026 event provided key insights into the future of customer experience orchestration. The discussions focused on how companies can effectively balance human interaction with AI-driven agents to deliver top-tier customer service. Key takeaways suggest a strategic integration of technology and human expertise is crucial for optimizing contact center operations and enhancing overall customer satisfaction. The event highlighted evolving strategies for managing the complex interplay between automated systems and human support in the modern service landscape.