And so the journey continues....
On Day Two of Interactions, we started with our vision regarding customer service, with an energizing keynote from Barak Eilam, NICE CEO. Barak noted that “customer service is getting harder, not worse,” because customers are expecting much more across the customer journey. The touch points along this journey leave digital bread crumbs that we can collect and analyze to help understand and improve each journey.
Barak Eilam, CEO of NICE, speaks at Interactions: Customer service isn’t worse. It’s harder. #nicei2014
Yochai Rozenblat, President, NICE Enterprise, spoke about the strong partnership that NICE has had with its customers over the last 30 years. He showcased inspiring innovations that are available today. Yochai demoed on stage the Real Time Authentication solution, which authenticates customers in seconds, spares them the pain of interrogation by service agents, and improves call handle time.
The NICE Customer Engagement Analytics platform was also demonstrated, showing the powerful insights businesses can gain to reduce customer effort and make better decisions once they understand the complete customer journey.
"You can't differentiate on #CustExp without being ready for the #CustomerJourney " - @YochaiRozenblat at #NICEi2014 okt.to/p6921G
Brian Brueckman, Senior Vice President, Customer Service at T-Mobile, then took the stage and described the Un-Carrier Experience and the transformation of corporate culture at T-Mobile.
"We either provide exceptional #CX, or the customers leave. Unleash great #CustServ" - @BrianBrueckman of @TMobile at #NICEi2014
Closing the general session on a high note, Tony Hsieh, CEO of Zappos, truly inspired the audience, delivering happiness here at Interactions.
@tonyhsieh says: #1 priority @zappos is not #custserv . It’s company culture. Get that right & everything else falls into place. #nicei2014
Motivating employees is great, but inspiring them is greater. Tony Hsieh @N_Interactions #nicei2014
That was just beginning of the day. Our customers joined 16 tracks with sessions delivered by our own experts as well as customers including Alliance Data, Aetna, US Bank, IKEA and more.
As part of the VoC track, the ever-amazing Shep Hyken inspired audience in a hands-on, entertaining presentation on “How to Deliver an Amazing Customer Experience.”
To close off an exciting day, we treated our customers to an incredible "Vegas-style" Rock of Ages show.
And this is just the 2nd day of the Interactions journey. We look forward to continuing the journey tomorrow, on another inspiring chapter at Interactions!