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.
That requires a more integrated organizational approach, where teams that were previously siloed have to work together more closely. In turn, those teams need unified platforms and processes that allow data and insights to move across departments more freely, enabling proactive issue resolution and faster decision-making.
While few CX software vendors have explicitly launched a global customer operations division in the same way NiCE has, several are taking similar steps to integrate their customer success, service, IT, and operational functions.
For example, ServiceNow has been aligning its customer service management and front-office operations with its IT workflows, creating a more unified, AI-driven platform for service delivery and operational efficiency. Cisco recently merged its CCaaS and CPaaS teams into a single Webex Customer Experience organization, bringing together engineering, operations, and customer-facing teams with a view to accelerating innovation and streamlining AI-powered service. Meanwhile, SAP’s CX suite consolidates marketing, commerce, sales, service, and customer data with back-end systems, allowing cross-functional teams to collaborate more seamlessly.
By bringing together CX, IT, operations, and security under a single division, NiCE is positioning itself to make use of automation and AI more effectively across all touchpoints, while still preserving the human empathy central to customer interactions. The new structure should make it easier for the company to turn data and intelligence into actionable insights that drive operational efficiency and more personalized, responsive customer experiences.
Such integrated approaches could become a standard model for enterprise customer operations, as organizations increasingly blend technology, data, and human expertise to meet the demands of modern customers.
