NiCE has formed a new Global Customer Operations division, a strategic move to align its customer service operations more closely with IT and other core business functions.
The division brings together the company’s Partners, CX Customer Success & Services, Marketing, Global Business Operations, IT, and Corporate Security departments under a single organizational umbrella.
According to NiCE, the new structure is designed to enhance its operations while accelerating its AI-first approach to customer experience. By integrating technology, process, and customer-facing teams, NiCE aims to create a more seamless and responsive experience for its clients.
“NiCE continues to advance its mission to redefine customer experience through AI-orchestrated business outcomes, uniting human empathy and intelligent automation at scale,” the company said in announcing the new structure.
Arun Chandra is joining NiCE in the newly created role of Chief Operating Officer to lead the Global Customer Operations division, reporting to CEO Scott Russell. Chandra brings leadership experience from Disney, Meta, and Hewlett Packard Enterprise, where he built a track record of driving operational innovation and customer-centric growth, NiCE said. At Disney, Chandra modernized the $24 billion streaming business’s customer experience for over 195 million subscribers, using AI and automation to enhance engagement and reduce friction.
“I have a deep understanding of the significant impact NiCE delivers for leading organizations, and I’m excited to build on that foundation, scaling global operations, deepening partnerships, and ensuring every customer interaction reflects the innovation and integrity that define NiCE.”
NiCE’s new customer-focused division fits within a broader trend in which IT, security, and business operations are increasingly intertwined with customer service functions. Companies are investing in technology-driven customer experience strategies that rely on data, automation, and AI, while still emphasizing the human element in service interactions.
Supporting Integrated Customer Operations
IT and security teams are increasingly tasked with supporting customer service operations, making sure that AI tools and a patchwork of third-party apps and integrations run securely and reliably.
