In this episode of NatChat Jonathan Charlton is joined by Natalee Wiggins and Sarah Stevenson from NICE to explore what’s on the Naughty and NiCE list for customer experience as we head into 2026.

In this episode they cover:

• The biggest mistakes brands make during peak season
• The trends that will define loyalty and AI-first strategies
• Practical ways to embrace innovation without overcomplicating transformation

Plus, hear how Natalee and Sarah are making every “AI” count for charity!