NiCE names Arun Chandra as COO to lead global AI CX push
RA’ANANA, ISRAEL — NiCE, a global provider of AI-powered customer experience (CX) platforms, has announced the creation of a Chief Operating Officer role and appointed former Disney executive Arun Chandra to fill it.
Effective December 1, 2025, Chandra will lead the integrated Global Customer Operations division, a move designed to strengthen the company’s operational foundation and accelerate its AI-first strategy.
“Arun’s leadership will further strengthen NiCE’s operational foundation as we continue to accelerate our AI-first vision,” said Scott Russell, Chief Executive Officer (CEO) of NiCE.
NiCE creates COO role, unifies global customer operations
The new appointment indicates that a major internal reorganization is to be carried out to achieve higher operational excellence and a synchronized global organization.
The establishment of the COO position and the transfer of core business enablers to NiCE attempt to streamline its operations in terms of execution and scale-up.
These integrated functions now include Partners, CX Customer Success & Services, Marketing, Global Business Operations, IT, and Corporate Security, all reporting to Russell through Chandra.
This new leadership model is a direct response to the company’s expansions and its ambitious AI-first vision. Russell wrote that Chandra’s leadership would support NiCE’s operations base and that greater responsibility in global operations was required.
The move is a strategic measure to help scale the business and improve customer outcomes worldwide by integrating hitherto separate operational segments under one seasoned leader.
“The company’s leadership in AI-powered customer experience and its commitment to operational excellence are unmatched,” Chandra noted.
Ex‑Disney CX leader to scale NiCE’s AI customer platform
NiCE is strategically importing top-tier CX leadership from a world-renowned brand to bolster its CX platform offerings. Chandra joins from The Walt Disney Company, where he served as Senior Vice President, Customer Experience for its massive $24 billion streaming business.
In that position, he would have networked the CX for more than 195 million subscribers worldwide, a direct manifestation of scaling the CX to unprecedented heights.
His work with Disney is especially applicable to NiCE’s core mission, as he implemented advanced AI and automation to improve customer engagement and reduce friction.
“He brings a rare combination of technological expertise, strategic clarity, and global operational discipline. His deep understanding of customer experience transformation, combined with his familiarity with NiCE, positions him perfectly to help scale our business and enhance customer outcomes worldwide,” Russell said.
This specific expertise in applying AI to real-world, large-scale customer interactions is a key asset he brings to his new role as the leader of customer operations for the AI-powered CX platform provider.
As Chandra notes, “I’m excited to build on that foundation, scaling global operations, deepening partnerships, and ensuring every customer interaction reflects the innovation and integrity that define NiCE.”
