NiCE has appointed Arun Chandra as its new Chief Operating Officer, a move that signals the company’s intent to strengthen and scale its global operations as it advances its AI driven customer experience strategy. Chandra, whose appointment becomes effective on December 1, 2025, will oversee the company’s newly formed Global Customer Operations division. In his new role, he will report directly to Chief Executive Officer Scott Russell and join NiCE’s Executive Leadership Team.
Chandra arrives at NiCE with an extensive background in customer experience transformation, having most recently served as Senior Vice President of Customer Experience at The Walt Disney Company. His career spans several major technology and entertainment organizations, including Meta and Hewlett Packard Enterprise, where he has been recognized for driving operational innovation, elevating customer satisfaction and leading complex global teams.
Marketing Technology Insights: alby Crosses 20 Million Consumer Conversations as AI Agents Drive Revenue
Scott Russell said Chandra’s arrival represents a major step forward as the company accelerates its AI first strategy. “Arun’s leadership will further strengthen NiCE’s operational foundation as we continue to accelerate our AI first vision,” he said. “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.”
During his tenure at Disney, Chandra played a central role in modernizing the customer experience framework that supports the company’s twenty four billion dollar streaming division, which serves more than one hundred ninety five million subscribers. He applied advanced AI and automation to streamline customer journeys, reduce friction and build long term loyalty, establishing Disney’s digital operations as a benchmark for the industry. His experience leading large scale transformation initiatives across global markets is expected to be instrumental as he steps into his new role at NiCE.
Marketing Technology Insights: Dynata Achieves ISO 20252 Certification
As COO, Chandra will be responsible for bringing together several of NiCE’s core functional groups under a unified Global Customer Operations division. This includes the company’s partner network, customer success and services organization, marketing, global business operations, IT and corporate security. The goal is to create deeper alignment across the business, enhance execution and deliver more consistent, high impact experiences for NiCE’s enterprise customers.
Chandra expressed enthusiasm about joining the company at a time when AI is reshaping nearly every aspect of customer experience. “I am thrilled to join NiCE at such a defining moment for the industry,” he said. “The company’s leadership in AI powered customer experience and its commitment to operational excellence are unmatched. I have a deep understanding of the significant impact NiCE delivers for leading organizations, and 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.”
His academic background includes an MBA from Santa Clara University’s Leavey School of Business, a master’s degree from The Ohio State University and a bachelor’s degree from the Indian Institute of Technology. He has also completed multiple executive education programs at Harvard Business School focused on corporate governance, financial leadership and board effectiveness.
NiCE said this appointment reinforces its mission to transform customer experience with AI orchestrated business outcomes, combining human empathy with intelligent automation to help organizations operate with greater precision and scale.
Marketing Technology Insights: DIRECTV Advertising Launches DIRECTV Elect, an Digital Platform for CTV Political Ads
For media inquiries, you can write to our MarTech Newsroom at info@intentamplify.com
