NiCE has announced the winners of its 2026 International CX Excellence Awards during NiCE World London, recognizing organizations that are redefining customer experience through AI-first strategies. This year's recipients have successfully integrated AI across customer service operations by connecting AI agents, human agents, workflows, and enterprise data to improve decision-making, operational efficiency, and customer outcomes.
The awards celebrate organizations that are leveraging AI to modernize customer engagement, automate complex workflows, and deliver measurable business value across industries.
According to NiCE, this year's winners have demonstrated how AI can become a core part of customer experience operations by enabling faster decisions, streamlined workflows, and scalable service delivery.
“This year’s winners have embedded CX AI into their operations to deliver measurable outcomes,” said Darren Rushworth, President, NiCE International. “From transforming citizen services and digital banking to empowering employees and automating complex journeys, these organizations are redefining great customer experience and showing how AI can drive meaningful impact at scale.”
Currys, in partnership with Concentrix, received the EMEA award for transforming its omnichannel customer experience using NiCE CXone. By unifying customer interactions across purchasing, ownership, and support journeys, the retailer has improved customer satisfaction, enhanced service quality, and strengthened its ability to innovate future retail experiences.
Malaysia's first digital bank, GX Bank Berhad, was recognized for building its customer experience operation entirely on NiCE CXone without relying on traditional branch infrastructure. Serving 1.4 million customers with a 66-member CX team, the bank's AI chatbot, AINI, autonomously resolves 70% of chat interactions while achieving 95% customer satisfaction and 95% first-contact resolution. The initiative also supports financial inclusion by serving customers in remote and underserved communities.
EE received the Workforce Empowerment award for modernizing workforce management through automation. By combining NiCE Workforce Management technologies with Power Apps, Data Explorer, and Real-Time Designer, the company developed the Flexi App, a self-service scheduling solution that allows employees to adjust work schedules in real time without manual approvals.
The initiative resulted in a 28% year-over-year reduction in employee absence rates at the first deployment site while improving operational efficiency and customer service.
Openreach earned recognition for deploying NiCE's Proactive AI Agent to automate broadband installation and repair journeys across its nationwide network.
The AI solution processes more than seven billion operational and network signals annually, enabling real-time monitoring, execution, and customer communication. Supported by generative AI, the system delivers consistent customer interactions while improving journey reliability and operational performance.
Tripadvisor received the AI Innovation award for launching Vesper, an AI Voice Agent developed using NiCE's Cognigy Auto Agent and integrated with its global telecommunications platform.
Developed within several months, Vesper delivers natural-language conversations, secure identity verification, intelligent call containment, and seamless transitions to human agents. The solution has demonstrated strong customer adoption and measurable business impact while providing a scalable AI-powered customer experience across multiple brands, languages, and communication channels.
By recognizing organizations across retail, banking, telecommunications, and travel, the 2026 International CX Excellence Awards highlight how AI continues to reshape customer experience through intelligent automation, workforce optimization, and data-driven engagement.
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes.
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