June 16, 2025 • 4 min read
NiCE and Snowflake Partner to Power End-to-End CX Automation Through AI Data Integration
CX Analyst & Thought Leader
June 16, 2025
In a move toward enterprise-wide automation, NiCE has announced a strategic partnership with Snowflake to integrate its CXone Mpower platform with the Snowflake AI Data Cloud. The collaboration is designed to centralize and activate customer interaction data across the front, middle, and back office, unlocking new layers of automation, AI-driven workflows, and enterprise-wide customer experience (CX) intelligence.
This comes just weeks after NiCE announced its alliance with AWS.
This integration combines NiCE’s real-time customer engagement analytics with Snowflake’s scalable and governed data infrastructure, providing seamless access to previously siloed datasets. Joint customers will now be able to securely share, update, and activate customer interaction data across business units, from service fulfillment and billing to claims processing and account updates.
The Strategic Imperative: AI-Activated Data Without the Silos
With enterprise leaders under pressure to prove ROI on AI and data investments, the integration arrives at a critical moment. NICE selected Snowflake specifically for its secure data-sharing architecture and ability to eliminate data silos through governed collaboration. The result is a unified data lake inside every CXone Mpower bundle, making customer interaction data not just accessible, but actionable across the business.
Instead of limiting CX intelligence to customer-facing functions, this collaboration allows data to power fulfillment, compliance, and support workflows — functions that traditionally operated with limited visibility into CX metrics.
Key Impacts:
Single Source of CX Truth: NICE will now centralize interaction data from across voice, digital, and AI channels, while Snowflake provides the secure data-sharing mechanism for operational connectivity.
Enterprise-Scale Automation: Organizations can now use real-time interaction data to trigger backend automation, such as account adjustments, billing corrections, or service activations — all within a secure governance framework.
AI-First Workflows: CXone Mpower’s AI, which analyzes hundreds of customer attributes per interaction, can now fuel data models across product, finance, and support teams.
Voices from the Top: NICE and Snowflake Weigh In
Hear directly from the executives behind the collaboration as they share how this partnership will reshape CX automation and unlock enterprise-wide value:
“By connecting customer interaction data with core operational systems through the Snowflake AI Data Cloud, this integration turns insights into action, powering AI-driven workflows, streamlining fulfillment processes, and delivering faster, smarter, and more personalized customer experiences across the enterprise.”
“By connecting NICE’s customer interaction intelligence with broader enterprise ecosystems, we enable customers to automate previously siloed processes, accelerate AI adoption, and drive smarter business decisions — all from a single, secure platform.”
The announcement has already drawn early validation from industry analysts.
"The NICE-Snowflake collaboration directly addresses a longstanding challenge: connecting CX data with operational systems to enable true end-to-end automation. This integration allows enterprises to activate customer insights across departments, enhancing the ROI of both AI and data investment."
The CXF Take
This partnership represents a strategic convergence of CX intelligence and operational automation. While many CX platforms still operate in fragmented data environments, NICE is positioning itself as an enterprise CX orchestration engine, leveraging Snowflake's AI-native architecture to unlock full-stack automation. This represents a redefinition of CX scope, shifting from contact center performance to full organizational agility.
Looking Ahead: From Contact Centers to Enterprise Nerve Centers
For years, CX platforms have promised AI-driven automation but struggled to operationalize those ambitions beyond the contact center. With this move, NICE is expanding the role of CXone from a front-office tool to a cross-enterprise decision and execution layer, precisely what many digital transformation leaders have sought.
By embedding Snowflake into the foundation of CXone Mpower bundles, NICE isn’t just offering integration; they are institutionalizing it.
The race is now on for other CX vendors to show whether their platforms can offer similar scale, security, and cross-functional utility, or risk being seen as narrowly scoped customer service tools in an enterprise AI era.