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This research note provides a summary of the vision of NICE inContact CEO Barak Eilam regarding the shift from the Digital Revolution to the Experience Revolution.


  • Companies not already preparing to compete in the Experience Revolution are likely to disappear in the coming decades.

Features and Benefits

  • Assesses a marketplace transition from the Digital Revolution to the Experience Revolution to guide companies through the change.
  • Evaluates customer service industry participants' readiness to transition to a future that requires a new platform model.

Key questions answered

  • What changes will the Experience Revolution bring to the customer service marketplace?
  • What does your company need to do now to survive under the new industry model?

Table of contents

Ovum view

  • Summary
  • Survival will depend upon a company's ability to change
  • NICE's CXone is well positioned for the Experience Revolution
  • Customer service vendors must plan for the new "platform"


  • Further reading
  • Author

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