NICE Honors GX Bank’s 95% Resolution, EE’s 28% Absence Drop and Openreach’s 7B Signal Processing
NICE•NICE honored 2026 CX Excellence Award winners including GX Bank for 95% resolution serving 1.4M customers, EE for a 28% drop in absence rates via Flexi App and Openreach for processing 7B signals annually. NICE CXone’s AI-driven automation gains traction across banking, telecoms and enterprise clients.
1. Awards Overview
NICE unveiled the winners of its 2026 International CX Excellence Awards at NICE World London, recognizing organizations that have embedded AI into customer experience at scale. Honorees span retail, banking, telecoms and travel, demonstrating measurable business outcomes through connected AI agents, human agents, workflows and data.
2. Excellence in Engagement Orchestration
Currys, in partnership with Concentrix, unified all customer interactions using NICE CXone to improve satisfaction and support quality, laying a foundation for future retail innovation. GX Bank, Malaysia’s first digital bank, grew to 1.4 million customers with a 66-member CX team; its AINI chatbot resolves 70% of chats and delivers 95% customer satisfaction and first-contact resolution.
3. Excellence in Workforce Empowerment
UK provider EE automated its flexi-time process by integrating NICE WFM technologies with Power Apps and Real-Time Designer to create the self-service Flexi App. This solution cut absence rates by 28% year-over-year at the first live site while enhancing operational efficiency and customer service.
4. Excellence in Agentic Experience Automation
Openreach employs NICE’s Proactive AI Agent to autonomously manage broadband installation and repair processes, processing over 7 billion real-time operational signals annually. The AI maintains an up-to-date order view, executes tasks, and uses GenAI for consistent customer communication, boosting journey reliability and efficiency.
5. Excellence in AI Innovation
Tripadvisor launched Vesper, an AI Voice Agent built on NICE Cognigy Auto Agent, across its global telecom platform within months. Vesper offers natural-language interactions, secure identity verification, intelligent call containment and seamless agent handoffs, achieving rapid customer adoption and setting a new CX innovation benchmark.
