NiCE today announced the winners of its 2026 International CX Excellence Awards at NiCE World London, recognizing the organizations leading the transformation to AI-first customer experience. This year's honorees have embedded AI across the fabric of their operations. By seamlessly connecting AI agents, human agents, workflows, and data, they have established a new CX operating model that continuously sharpens decisions, accelerates outcomes, and delivers measurable business value.
Currys and Concentrix won Excellence in Engagement Orchestration (EMEA).
GX Bank Berhad (Malaysia) won Excellence in Engagement Orchestration (APAC).
EE won Excellence in Workforce Empowerment.
Openreach won Excellence in Agentic Experience Automation.
Tripadvisor won Excellence in AI Innovation.
GX Bank: 1.4M customers, 70% chat resolution, 95% CSAT.
Excellence in Engagement Orchestration: EMEA Winner, Currys and Concentrix; APAC Winner, GX Bank Berhad. Currys transformed customer experience with NiCE CXone, partnering with Concentrix to unify its entire operation. GX Bank, Malaysia's first digital bank, built its CX operation entirely on NiCE CXone, with AINI AI chatbot autonomously resolving 70% of chat interactions, achieving 95% customer satisfaction.
Excellence in Workforce Empowerment: EE, one of the UK's leading mobile and broadband providers, earned recognition for transforming workforce flexibility through automation. Using NiCE WFM technologies, EE created the Flexi App, a fully automated self-service solution enabling employees to flex schedules in real time, resulting in a 28% year-over-year reduction in absence rates.
Openreach, the UK's largest wholesale broadband network, leverages NiCE's Proactive AI Agent to autonomously manage broadband installation and repair journeys at national scale, processing 7+ billion real-time operational and network signals annually. Tripadvisor launched Vesper, an AI Voice Agent built on NiCE's Cognigy Auto Agent, delivered from concept to launch in several months, providing natural-language interactions and intelligent call containment.
Darren Rushworth, President, NiCE International, stated: "This year's winners have embedded CX AI into their operations to deliver measurable outcomes. 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."
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.
