A Rousing Good Time: Highlights from the Annual NICE Customer Conference, Interactions ’10

Wow.  Over 1500 NICE customers, partners and employees gathered last week in the main ballroom at the Gaylord Texan in Dallas to launch the biggest event in NICE’s history. 

After a rousing performance by the Dallas Cowboy cheerleaders, the event launched with an introduction by Steve Sullivan, CEO of the NICE User Group, Yochai Rozenblat, CEO of NICE Americas, and Debbie May, President, NICE IEX Group—all decked oWow. Over 1500 NICE customers, partners and employees gathered last week in the main ballroom at the Gaylord Texan in Dallas to launch the biggest event in NICE’s history. 

After a rousing performance by the Dallas Cowboy cheerleaders, the event launched with an introduction by Steve Sullivan, CEO of the NICE User Group, Yochai Rozenblat, CEO of NICE Americas, and Debbie May, President, NICE IEX Group—all decked out in full Dallas Cowboy uniforms.

Zeevi Bregman, CEO of NICE and Udi Ziv, President, Enterprise Product Group set the stage for the over 100 breakout sessions to follow, with overviews of NICE’s corporate direction and Customer Dynamics. Udi’s presentation detailed how Customer Dynamics impacts every business, and how NICE’s solution set enables organizations to achieve the highest benefits for both the customer and the business. 

Randall King, SVP of eChannels, Bank of America was the first guest speaker – providing an outstanding glimpse into the challenges of interacting with customers in one of the most dynamic and complex organizations in the world. Would you believe they have customers that call 400-500 times a month?

Then came Jeffrey Hayzett, CMO for Eastman Kodak. The audience was in stitches for most of the 40 minute account of how Kodak transformed from a company that generated $15 billion in consumer film 5 years ago… to only $200 million today. That could have been a really sad story. But Kodak underwent a fast and deep transformation and has emerged a leader in 13 product categories – half of which didn’t even exist 2 years ago!  Everyone was inspired by a challenge so daunting that it makes most of our business obstacles look like miniscule bumps in the road.

Another keynote speaker for the event was Nate Curren from GoDaddy.com.  He entertained us with a fun review of the history of marketing, including a rousing sing-a-long of the Oscar Meyer jingle. Nate talked about marketing through social networking, sharing successes from GoDaddy and providing sage advice -- Always be moving forward, never stop improving, never stop doing something new.  Small daily improvements eventually lead to huge advantages.

Dan Thurmon, our final keynote speaker was entertaining and inspiring.  He did acrobatics, juggling,and rode a unicycle. He talked about living life off balance on purpose in order to challenge oneself to learn and grow.  His session put the challenges we all face in our contact centers into perspective, and showing us how much opportunity we all have to grow and innovate.

The rest of the event was packed with over 100 breakout sessions that each delivered a different view of how to optimize Customer Dynamics. Many of the sessions featured customer case studies from market leaders such as American Airlines, Cigna, GM OnStar, Hyatt and Sallie Mae, partner presentations – such as by Avaya, and multiple sessions highlighting the winners of the NICE Customer Excellence Awards.

These sessions provided great opportunities for sharing best practices on managing the customer experience across all interaction channels, covering the latest capabilities of NICE SmartCenter components, as well SIP and high availability recording, storage in the cloud, and more.

The Interactions ’10 Showcase was abuzz with people engaged in  indepth conversations at every booth.   Attendees had plenty of one-one-one time to explore the components of the NICE SmartCenter suite, as well solutions from Avaya, EMC, and several other NICE partners.    Rounding out the showcase experience was the chance to win cool prizes, such as IPads, Flip cameras, giftcards… and even NICE “hugs”.

Our customers were particularly invigorated by all the peer sharing going on, through lots of Q and A during the sessions, birds-of-a-feather sessions during meals, and even the spectacular parties, such as the elaborate Cinco de Mayo blast with great food, karaoke and dancing ‘til the wee hours.  Even the great entertainment didn't stop the enthusiastic sharing of business challenges and experience!

Thanks to all the attendees, presenters, partners, and NICE employees who helped make this such a great event!

See you next year at Vegas! (Mark your calendars! May 23-26 at The Venetian, Las Vegas).

Check out some of the event pix on our Facebook fan page, click here.

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