NiCE revealed the winners of its 2025 International CX Excellence Awards at the Interactions International 2025 event in London, recognizing eight organizations from EMEA and APAC for leveraging the AI-driven CXone Mpower platform to redefine customer service. These winners showcase measurable improvements in operational efficiency, customer satisfaction, and innovative automation, aligning with NiCE’s vision of seamless, connected experiences.
Eight EMEA and APAC organizations honored at Interactions 2025 in London.
Winners used CXone Mpower for AI-driven customer service automation.
Awards span seven categories, from AI innovation to workforce augmentation.
Notable winners include Lloyd’s Banking Group, Halfords, and TalkTalk.
CXone Mpower drives cost efficiencies, faster resolutions, and enhanced CX.
TalkTalk’s transformation highlighted for unifying operations and boosting satisfaction.
The awards recognize outstanding achievements across seven categories, showcasing how NiCE’s CXone Mpower platform enables organizations to streamline operations and elevate customer experiences:
AI Trailblazer of the Year: Lloyd’s Banking Group, for leveraging CXone Mpower’s AI to set new benchmarks in customer experience innovation.
Excellent Customer Service Automation: Halfords, for automating the entire service journey from intent to resolution using CXone Mpower.
Excellent CX Platform Use: Carnival UK, for orchestrating workflows, agents, and knowledge with precision and scale.
Excellent Interaction Orchestration: IAG, for mastering seamless interactions across voice, digital, AI, and human channels.
Excellent Workforce Management and Augmentation: Newcastle Strategic Solutions, for using AI-powered real-time guidance to boost enterprise-wide performance.
President’s and Judges’ Choice: Openreach and 2degrees, recognized for bold vision and pioneering outcomes in CX.
Overall CX Excellence: TalkTalk, for exceptional creativity and measurable impact in deploying NiCE solutions.
The CXone Mpower platform, central to the winners’ success, integrates purpose-built AI to automate customer journeys, optimize workflows, and enhance agent performance. For example, TalkTalk unified multiple operating systems into CXone Mpower, streamlining processes, reducing manual interventions, and equipping agents with real-time AI tools, setting a new standard in UK telecom customer service. Other winners demonstrated similar outcomes, including reduced wait times, improved resolution rates, and higher customer satisfaction.
Darren Rushworth, President of NiCE International, stated, “In an environment where EMEA and APAC organizations must demonstrate tangible value from every AI initiative, this year’s CX Excellence Award winners are leading by example. By embracing CXone Mpower’s AI-driven platform, these organizations have streamlined operations, boosted customer satisfaction, and reimagined what is possible in customer service.”
NiCE’s CXone Mpower platform has seen significant adoption, with cloud revenue reaching $526.3 million in Q1 2025 (up 12% year-over-year) and powering 6 billion AI-augmented interactions in 2024. Partnerships with AWS and ServiceNow further enhance its capabilities, enabling real-time orchestration and data unification. The 2025 awards highlight the platform’s role in driving measurable outcomes, with winners like Lloyd’s Banking Group and Halfords showcasing AI’s potential to transform CX across industries such as finance, retail, and telecom.
The recognition of these organizations at Interactions 2025 underscores NiCE’s leadership in AI-driven customer service automation, with CXone Mpower setting a global standard for scalable, human-centered experiences.
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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