NiCE
Content Marketing Manager, Customer Advocacy
Eight clients. Five countries. Two award wins.
Complex technology. Clear stories. That's the job.
NiCE builds SaaS-based CX and CCaaS platforms.
The technology is complex. The case studies don't read that way.
I write the customer evidence–case studies, award submissions, video testimonial questionnaires – for NiCE's global client roster. I develop the interview questions, lead the conversations, and build the drafts from scratch. Banking, utilities, travel, healthcare, government. Five countries. Each one a different business to learn, a different SaaS, CCaaS, or AI deployment to understand, and a different story to make clear.
Two of those case studies contributed directly to CX Excellence Award wins – one at NiCE World Orlando, one at NiCE World London. Different clients. Different continents. Same writer.
I also coordinate the video testimonial workstream for NiCE World conventions – recruiting senior client stakeholders and tailoring each questionnaire to the client's story, across countries and time zones. Including clients whose case studies were written by other team members.
The case study makes the complexity clear. The video puts a face to it.
GX Bank
AI Innovation and Engagement Orchestration
Malaysia's first digital bank. No branches. No paper. No legacy system to blame when something breaks.
GX Bank built its entire operation from scratch on NiCE CXone and hit 1.4 million customers in two years. 95% customer satisfaction. 95% first contact resolution. An AI chatbot handling 70% of chat interactions.
But they weren't the numbers that stopped me.
The number that did? 30%.
Thirty percent of GX Bank's customers live in remote communities across East Malaysia and Borneo. More than half earn below the national median income.
Many of them are holding a bank account for the very first time. One even said he stays up to midnight to watch interest hit his account.
This wasn't a technology story.
It was a financial inclusion story.
I made sure the case study read that way.
Currently in web production for nice.com.
2025 was a year TD Bank should have failed.
Postal strike. Daily market volatility in the Wealth division. The tightest staffing buffers the team had ever operated under.
No margin. No warning. No easy quarter.
And yet.
They broke their all-time customer satisfaction record. For the second consecutive year.
The case study was built around a proof point I found during the interviews — one I knew would carry the whole narrative the moment I heard it.
Two groups inside the same division. Same bank. Same customers. One using the full Workforce Management ecosystem. One using only scheduling.
It was nowhere close.
Service level: at target vs. 30 points below. Abandon rate: under 10% vs. 70%. Average handle time: on forecast vs. 200% off. Average speed of answer: under one minute vs. unmanaged.
When that volume eventually moved into the full platform, the metrics followed. Abandon rate fell from 70% to under 10%. Handle time dropped by more than half. Call volume — inflated for years by repeat contacts from customers who'd given up and called back — fell by roughly two-thirds.
Same agents. Same customers. Different tools. Different outcomes.
15,000 agents. Record CSAT. And the other business units that had been sitting outside the Workforce Management ecosystem?
They stopped waiting to be asked.
They started asking to join.
TD Bank
Workforce Empowerment
CX Excellence Award Winner – NiCE World Orlando
Tripadvisor
Agentic Experience Automation
In travel, if you miss summer, you miss the year.
The business case doesn't wait.
The customers don't wait.
The season opens.
Or you're twelve months late.
Tripadvisor needed a production-grade AI voice agent live before peak. A team of eight built it in two and a half months. An external peer review was brought in. Their response? What this team of eight did in its first iteration surpassed what a 45-person team had done in eighteen months across three tries.
The AI agent is called Vesper. Customer sentiment: 90%. Human agents handling the same calls: 71%.
The AI didn't just keep up.
It led.
I built this case study around the discipline of a senior director. He insisted that every technology investment either generates revenue or reduces cost. Otherwise? It's a hobby.
That filter shaped every decision.
And it's why Tripadvisor was ready when summer hit.
Currently in web production for nice.com.
When your customer's heat gets cut off in November, getting it right isn't a metric.
It's a matter of basic welfare.
National Grid delivers electricity and gas to millions of customers across New York and Massachusetts.
Its 2,500-agent contact center handles some of the most high-stakes calls in the utility sector — billing disputes, payment hardship, service disconnections in the dead of winter.
They were paying a third-party QA vendor $600,000 a year to generate numbers that weren't changing anything. Supervisors were completing evaluation quotas. Checking boxes. But still, customer satisfaction wasn't moving.
National Grid eliminated the vendor entirely, moved to AI-powered behavior scoring, and shifted supervisors from counting evaluations to coaching actual behaviors. Repeat calls dropped 15%. Supervisor efficiency improved 30%.
The detail that anchored this story: an agent could now stay on the line while a customer in November — heat cut off — paid their bill and got service restored in a single call.
Ten minutes of training.
One instruction: stay on the phone.
And the customer?
The heat clicked on.
Currently in web production for nice.com.
National Grid
Workforce Empowerment
Reed Wellbeing
Agentic Experience Automation
A doctor tells you you're at risk for Type 2 diabetes.
How fast someone reaches you next may determine whether you do anything about it.
Reed Wellbeing delivers the NHS Diabetes Prevention Program across seven regions of England.
The clinical evidence was clear: the faster you reach a patient after a general practitioner diagnosis, the more likely they are to act.
That window closes fast.
The legacy model: 28 days from referral to program start. The new model, with NiCE Proactive AI: 5 days.
The backlog dropped from 15,000 people to 3,500. Conversion rates hit 70% in Manchester. Reed became the highest-performing provider on the program in the UK. Nobody was let go.
And behind the numbers, there was a participant who admitted he'd been as cynical as anybody could be. His risk score dropped out of the danger zone. His words: the program completely revolutionized the way he thinks and how he is — not just physically, but mentally too.
He wasn't alone.
They're the people the numbers were always meant to reach.
Currently in web production for nice.com.
The system had the answer for eighteen years.
Nobody asked the question.
Student Loans Company had been a NiCE customer for nearly two decades.
The tools were already there. The capability was sitting inside Workforce Management.
What was missing was someone looking at the system and asking the question nobody had before.
And then one scheduling analyst did.
She asked: what if this could hold every skill, for every colleague, in one place?
She'd grown alongside the platform from its first implementation. She and her team built a single, live skills matrix for 1,300 frontline colleagues — replacing years of fragmented team-level records with one source of truth.
Then they designed ACORN: a 12-month development glide path. ACORN gave every colleague a structured path from single-skill to cross-channel. And the reward for finishing? Protected time off the phones and into the work they actually wanted to do.
Calls answered went from 75% to 98%. Handle time dropped from 900 seconds to 650. Colleagues stopped leaving. Team leaders started asking when the next cohort would open.
The scheduling team used to make schedules.
Now they build the workforce.
Currently in web production for nice.com.
Student Loans Company
Workforce Empowerment
Great stories don't write themselves. Let's talk.
Tara McCann