NiCE honours EMEA & APAC firms for AI-driven CX excellence
NiCE has announced the winners of its 2025 International CX Excellence Awards, recognising organisations across EMEA and APAC that are using its AI and automation platform, CXone Mpower, to transform customer service.
The awards spotlighted eight organisations achieving substantial results and advancing customer experience (CX) by adopting advanced automation techniques. The winners were chosen for their measurable outcomes in cost efficiency, resolution speed, and overall service enhancement.
Categories and winners
Organisations were honoured in seven categories that reflect key aspects of customer service enabled by AI technology. Lloyd's Banking Group was awarded AI Trailblazer of the Year for its work at the forefront of AI, leveraging NiCE's capabilities to set new benchmarks in customer experience.
Halfords received the Excellent Customer Service Automation award, recognising its efforts to automate the entire customer journey from intent through to resolution using the CXone Mpower platform. Carnival UK was named winner of the Excellent CX Platform Use category for maximising the capabilities of the platform to orchestrate workflows, agents, and knowledge at scale.
IAG was recognised for Excellent Interaction Orchestration by demonstrating multi-channel mastery, integrating voice and digital channels, as well as both AI-driven and human-led interactions. Newcastle Strategic Solutions won the category of Excellent Workforce Management and Augmentation by elevating roles across its enterprise via AI-powered guidance and decision support.
Two organisations, Openreach and 2degrees, were selected for the President's and Judges' Choice award. This category highlights companies deemed by NiCE leadership and expert judges to set bold new standards for customer experience through pioneering innovation.
The Overall CX Excellence award, reflecting creative execution and measurable impact through NiCE solutions, was awarded to TalkTalk.
Recognition of business results
According to NiCE, the winners exemplify how AI and automation contribute to operational and business outcomes and align with the company's vision for connected and seamless customer experiences.
Darren Rushworth, President, NiCE International, said, "In an environment where EMEA and APAC organisations must demonstrate tangible value from every AI initiative, this year's CX Excellence Award winners are leading by example. By embracing CXone Mpower's AI-driven platform, these organisations have streamlined operations, boosted customer satisfaction, and reimagined what is possible in customer service. We're proud to celebrate their game-changing achievements and their commitment to exceptional experiences."
The selection process involved both NiCE leadership and an expert panel, particularly for the President's and Judges' Choice category, which assessed organisations based on vision, innovation, and outcomes.
Focus on customer engagement and efficiency
The awards serve as recognition for organisations that have either automated the full customer service cycle, mastered multi-channel orchestration, or deployed real-time AI to guide and augment their workforce. Recipients were noted for expanding the use of NiCE solutions beyond standard applications, implementing them at enterprise scale, and connecting internal workflows to improve efficiency and service outcomes.
NiCE's CXone Mpower platform features in each category, providing AI-powered tools for interaction management, automation, agent support, and analytics. The recipients demonstrated these capabilities in live customer environments and were able to offer quantifiable results such as increased satisfaction metrics, time savings, or operational cost reductions.
The 2025 International CX Excellence Awards highlight a trend towards broader AI and automation adoption in customer service functions within both the EMEA and APAC regions. The honourees represent a cross-section of industries implementing digital transformation through NiCE technology to address evolving business needs and consumer expectations.
