MetriNote – Nexus 2026: NiCE Cognigy Advances Agentic CX with New Capabilities

Author: Beth Schultz, VP of Research and Principal Analyst What's the news? NiCE Cognigy convened the Nexus 2026 CX AI Summit in Munich on March 11-12, bringing together customer experience (CX) leaders and IT innovators from more than 300 enterprises to explore the rapidly emerging era of agentic AI. This is the first Nexus conference to take place since NiCE finalized its acquisition of the AI agent platform provider in September 2025. The conference program featured 40+ customer speakers from across different industries and representing global brands such as Allianz, Fabletics, Generali, and Lufthansa Group. In total, more than 1,000 attendees were on hand to hear from their peers as well as company executives, including Philipp Heltewig, chief AI officer at NiCE (and former Cognigy CEO); Sebastian Glock, director of product marketing, NiCE Cognigy; Kevin Lee, field CTO, NiCE; Scott Russell, CEO, NiCE; and Thys Waanders, VP of AI transformation, NiCE Cognigy.   In his opening keynote, Heltewig kicked off by highlighting the massive scale and growth of AI in CX over the last year. In 2025 alone, he noted, NiCE Cognigy:

• Processed 2 billion interactions through the platform, averaging over 4,000 interactions per minute
• Experienced a 500% increase in agentic deployments
• Added more than 205 new customers, a record number for the company

  The industry has officially moved past the “fake AI” of the ‘80s and ‘90s, Heltewig said, into an era of “applied AI,” where machines can actively reason, make plans, and autonomously execute tasks. This is the realization of Cognigy’s vision, and Heltewig gave a nod to the trailblazing CX/IT leaders who have driven—and continue to drive—AI revolutions within their businesses.