NiCE & Cognigy: The AI arms race in CX has begun

The AI arms race in customer experience just got serious. We’re joined by industry legends Nerys Corfield (Injection Consulting), Jon Arnold (J Arnold & Associates), and Henry Iversen (boost.ai) to unpack one of the biggest AI moves in recent memory: NiCE’s $955M acquisition of Cognigy. We break down what this deal means for the future of AI-first contact centres, the fate of best-in-class point solutions, and the broader shift toward an AI-led customer experience strategy. From questions of market consolidation and vendor lock-in to the culture clash between product-led innovation and marketing muscle, we share some real, unscripted insights into the implications of the acquisition for enterprises, vendors, and buyers alike. This episode is brought to you by NLX Build and deploy sophisticated chat, voice, and multimodal applications for any purpose with NLX. NLX works seamlessly with any LLM and existing tech stack, freeing you to create, not configure. Trusted by individual builders and leading teams at Comcast, Saks Fifth Avenue, Toyota, and United Airlines, NLX helps you turn AI concepts into working conversational experiences. Show notes Follow the episode guests on LinkedIn: Nerys Corfield - Director, Injection Consulting Henry Iversen - CCO & Co-Founder, boost.ai Jon Arnold - Principal, J Arnold & Associates Kane Simms on LinkedIn Subscribe to VUX World Subscribe to The AI Ultimatum Substack Hosted on Acast. See acast.com/privacy for more information.