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The Channel Architect: Dorothy Copeland’s Plan for Partner Growth at NiCE, Podcast
By Doug Green “It’s the first time we’ve had a really global effort around bringing our partnerships together.” Dorothy Copeland, Chief Channel Partner Officer at NiCE, joined the Technology Reseller News Podcast at NiCE World to discuss her vision for the company’s partner strategy following her appointment earlier this year. Copeland joined NiCE in January as the company’s first partner officer, a role created to bring together the company’s global partner efforts and strengthen its channel organization. NiCE is leaning more deeply into its partner ecosystem as both a source of growth and a source of scale. Copeland’s work includes building a global partner organization, growing partner revenue, strengthening enablement, and ensuring partners have the capabilities needed to support customer implementations. The conversation also explored the changing role of agents, trusted advisors, and MSPs as customer needs evolve. Copeland noted that AI is creating greater demand for managed services and end-to-end customer support. “One of the changes with AI is that customers need more of a managed services approach,” Copeland said. For channel partners, that shift creates an opportunity to move beyond initial customer relationships and participate more fully across the customer’s CX journey, from strategy and deployment to ongoing support and optimization. Copeland also discussed the development of NiCE’s first formal channel program, the importance of partner enablement, and the company’s broader commitment to building an ecosystem that supports long-term partner success. Learn more at NiCE.
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