CEO, Nice
Search every verified Scott Russell interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. Scott Russell, CEO of Nice, discussed the company's international growth and product strategy at Nice World events in Orlando and London in mid-2026. He attributed international demand to a shift from on-premise to cloud systems, with customers adopting AI at the center of their customer experience (CX) platforms rather than as a separate step. Russell stated that Nice's AI capabilities, delivered through its Cogni platform, are now "natively embedded" in the company's CX1 platform, and he described the company as "an AI company" where every piece of code is AI-built. Russell argued that customer experience is the "perfect AI use case" due to high data volumes and repeatable workflows, and he emphasized that "orchestrated intelligence" requires a unified platform rather than fragmented point solutions. He suggested that some companies made a "learning" by automating simple tasks with AI instead of solving complex problems, and he cited customers such as TripAdvisor, Fabletics, Lufthansa, and Toyota as examples of proven ROI. Russell stated that Nice's approach combines AI with human, customer, and operational intelligence on a single platform.
“The difference though is that they're making the change with AI at the center rather than a two-step move. And what's exciting about international which is fueling our growth is our AI leadership together with our traditional CX strength is now the predominant basis of those buying decisions.”
“We are the first truly native CX platform with AI embedded throughout Cogni. The conversational and energetic capabilities that Cogni had as a standalone platform is now natively embedded. Not bolted on, not added on, not integrated to, embedded.”
“We've been in the industry of CX for so long, for decades, and we've delivered amazing software, but we are an AI company. Every piece of code that we built is AI built. Every technology that we roll out is led by AI.”
“If you have a great customer experience, it's not only because of artificial intelligence, it's human intelligence, it's customer intelligence, it's operational intelligence. You need the whole fabric to come together on a single platform to truly deliver the incredible customer experience that our customers that compa...”
“Those that focused only on AI what they do deliver is point solutions fragmentation. You know the stacks becomes a fragmented set of technologies rather than a unified platform. So orchestrated intelligence can only be delivered by a unified single platform. That's what nice does.”
“The other one that has the best use cases or the best ROI is CX. Why? Well, what does CX include? High volumes of data, billions of interactions, repeatable and automated workflows. You're doing the same thing again and again and again. And you need to then operationalize that complexity into a single unified environme...”
“I think what's happened in the AI space is many companies, I won't call it a mistake, but maybe a learning is that they went to the easy things. And what they did was they automated a call script, an authentication task, something that AI can do. It's repeatable. It's understandable. You know, the logic works, but it's...”
“You can speculate that today AI agents handle only around 3–5% of interactions, but we believe AI can ultimately deliver up to 80% of customer‑service interactions, with the last 20% remaining human‑in‑the‑loop for complex or emotional scenarios.”
“The real question behind the 'SaaS apocalypse' is whether the durable revenue models and the terminal value of SaaS companies still hold — investors are now putting that into question, which hasn't really happened for 25 years.”
“First of all, automation. You will chat or voice with an AI agent that will be able to completely resolve, we think, up to 30% of those engagements automatically through an AI agent that has the knowledge, the data, the process, the insights and the guardrails to be able to meet your needs.”
“We've also established that the exit ARR for 2026 at $85 million growing at an 80% rate will be for the Cognagi business.”
“Our AI and self‑service ARR grew 42%, and as the market pivots in customer service it is an AI market now — companies want AI capabilities to serve consumers easier, faster and more conveniently, and we've got the platform to deliver on that.”
“We are the largest, most critical platform when it comes to interactions — 20 billion interactions on our platform — and combined with Cogni's conversational AI capabilities, nobody has that in the market.”
“Adrian, I would even go as far as to say that incrementality is our enemy. If you think about the CX space and how it evolved over generations, incrementality means that you're not reimagining well how do I deliver an incredible experience.”
“When we did our happiness report, 37% of C-suite leaders feared that consumers won't trust AI. But funnily enough the data showed the opposite: when AI was used actually it increased customer satisfaction not reduced it.”
At NiCE World London, Scott Russell, CEO of NiCE, joins NiCE TV to discuss the company's international growth, the successful ...
At NiCE World 2026, NiCE CEO Scott Russell shares his vision for the future of CX AI, explaining why customer experience is the proving ground for enterprise AI and how orchestrated intelligence will define the next era of business growth.
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