Deloitte Digital Announces Strategic Alliance With NICE to Enhance Customer Experience Workflows Through AI and Automation

NEW YORK, March 25, 2025 — Deloitte Digital and NICE today announced an alliance developed to transform customer service by offering end-to-end AI and service automation. This collaboration is geared towards making customer service a distinctive feature of organizations by redefined AI-powered enhancements.

As businesses continue to recognize how critical each touchpoint for a customer is, the need for an intuitive and simple technologically focused customer service platform is more evident than ever. Deloitte Digital and NICE each offer revamped solutions, fueled by AI that takes on the growing challenge of transforming their current setup. These solutions are designed to boost productivity and create more personalized and proactive interactions.

“Our clients understand the need to refresh their customer service in an age of increased technology transformation due to the business potential it unlocks,” said Stephanie Arnette, Ecosystems & Alliances leader, Deloitte Digital, and principal, Deloitte Consulting LLP. “This collaboration with NICE showcases the commitment we are making to help clients improve their customer experience with cost-effective solutions. In turn, our collaboration will allow our clients to develop more meaningful interactions each step of the way with their customers.”

Equipped with brand-specific guardrails, NICE offers its CXone Mpower platform, which is powered by AI and manages complex operations with enhanced precision and scale. This grants businesses the ability to control the design and build of their customer service workflow.

"Implementing an automated customer service model is crucial in today's fast-paced environment, as it allows businesses to provide timely and efficient support to their customers,” said Barry Cooper, president of the CX Division, NICE. “In addition to advanced technology, it requires a strategic approach that factors in the needs of your customers. Teaming up with Deloitte Digital highlights our focus to help ensure a seamless and personalized customer service experience.”

Through this alliance, Deloitte Digital and NICE formalize their collaboration to help clients transform their customer service experience with Deloitte’s deep industry knowledge applied to NICE’s broad product portfolio and technological capabilities, from strategy, “hands-on” implementation, to daily operation of their solution stack.

About NICE

With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com

 About Deloitte

Deloitte provides industry-leading audit, consulting, tax and advisory services to many of the world’s most admired brands, including nearly 90% of the Fortune 500® and more than 8,500 U.S.-based private companies. At Deloitte, we strive to live our purpose of making an impact that matters for our people, clients, and communities. We leverage our unique blend of business acumen, command of technology, and strategic technology alliances to advise our clients across industries as they build their future. Deloitte is proud to be part of the largest global professional services network serving our clients in the markets that are most important to them. Bringing 180 years of service, our network of member firms spans more than 150 countries and territories. Learn how Deloitte’s approximately 460,000 people worldwide connect for impact at www.deloitte.com.