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To strengthen its operational leadership and accelerate its AI-driven strategy, NiCE, the global leader in AI-powered customer experience platforms, has announced the appointment of Arun Chandra as its Chief Operating Officer. This newly created role underscores the company's focus on scaling its business and enhancing customer outcomes through greater operational alignment and excellence.
NiCE has appointed Arun Chandra as its first Chief Operating Officer, effective December 1, 2025.
Chandra will lead the newly formed Global Customer Operations division.
He joins from The Walt Disney Company, where he was SVP of Customer Experience for its streaming business.
His background includes senior leadership roles at Meta and Hewlett Packard Enterprise.
The appointment aims to strengthen NiCE's operational foundation and scale its AI-first vision.
Chandra will oversee Partners, CX Success, Marketing, IT, and Global Business Operations.
The creation of the COO role and the appointment of Chandra signal a strategic move by NiCE to unify its core business functions under a single leader. The new Global Customer Operations division integrates key areas including Partners, CX Customer Success & Services, Marketing, Global Business Operations, IT, and Corporate Security. This structure is designed to drive greater alignment and execution across the organization as it continues to scale. Scott Russell, CEO of NiCE, stated, “Arun’s leadership will further strengthen NiCE’s operational foundation as we continue to accelerate our AI-first vision."
Arun Chandra brings a wealth of relevant experience from his tenure at some of the world's most prominent technology and entertainment companies. Most recently, as Senior Vice President of Customer Experience at Disney, he led the modernization of the CX function for the company's massive $24 billion streaming business, serving over 195 million subscribers. In this role, he deployed advanced AI and automation to enhance customer engagement and transform digital operations, providing him with direct, large-scale experience in the domain NiCE operates in.
In his new capacity, Chandra will be responsible for ensuring that NiCE's operational backbone supports its ambitious growth and innovation goals. His mandate is to scale global operations, deepen partnerships, and ensure that customer interactions reflect the company's standards of innovation and integrity. Expressing his enthusiasm for the new role, Arun Chandra said, “I have a deep understanding of the significant impact NiCE delivers for leading organizations, and I’m excited to build on that foundation, scaling global operations, deepening partnerships, and ensuring every customer interaction reflects the innovation and integrity that define NiCE."
This executive appointment is a clear investment in operational maturity. By bringing in a leader with a proven track record in transforming customer experience at a global scale, NiCE is positioning itself to not only maintain its leadership in the CX platform market but to also execute its AI-first vision with greater precision and customer impact.
About NiCE
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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