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A few days ago, I was asked to send a fax to a government agency. I couldn’t believe my ears. Sending a fax these days is like sending a pigeon. I wasn't even sure where I'd find a fax. Then I thought about how many companies put their customers through a similar experience…. maybe not by asking them to fax, but by not allowing them to message.

​I dream with my eyes open… so do my fellow executives here at NICE. It's the only way I can explain our ability to constantly innovate and repeatedly stay ahead of the curve with our customer service solutions. We saw that the future is cloud back in 2017 when we were the first to launch CXone, the world's no. 1 cloud customer experience platform. We visualized what a huge impact automation would have on customer experience and employee productivity when we unveiled NEVA, the world's first employee virtual assistant. But I'm not writing this blog post to highlight our achievements but rather demonstrate our culture of innovation which is how I believe we should live, work and dream. So, let's fast forward to what the future of customer service will look like in 2019 and beyond.