“Moving at the Speed of Live.” Why ESPN Displaced Nice CXone

ESPN transitioned from Nice CXone to Genesys to support its evolving vision for delivering personalized, omnichannel fan experiences at scale. The existing NICE CXone solution limited ESPN’s ability to unify voice and digital channels, lacked the real-time analytics and AI capabilities needed for proactive engagement, and presented integration challenges with internal systems.

Genesys offered a more agile, AI-powered platform that aligned with ESPN’s customer experience strategy.

September 23, 2025 – 12pm ET

Zoom (Online)

Join us for a live reference forum with Doug Kramon, Head of Customer Care and Fan Support to learn how Genesys Cloud is enabling ESPN to:

  • A unified view of customer interactions across all channels
  • Faster response times for live events
  • Improved agent productivity through a modern, intuitive UI
  • Scalability and flexibility to support seasonal volume spikes

  • Faster innovation cycles through open APIs and smoother integrations

Ultimately, the move to Genesys enabled ESPN to elevate its fan engagement, empower frontline teams, and future-proof its CX investments.

During this live forum you’ll be able to engage and ask questions. You are welcome to participate.

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Future Customer Reference Forums

Don’t miss out on future customer reference forums – watch this space to see up and coming sessions

Meet the speakers

AZ Zabala

AZ Zabala

Vice President Commercial Sales, Genesys

Vanessa Jones

Vanessa Jones

Director of Market & Competitive Intelligence, Genesys

Douglas Kramon

Douglas Kramon

Head of Customer Care and Fan Support, ESPN and ESPN BET