Agenda

Talk about a rich agenda! There’s no better conference for learning and sharing ideas about improving customer experience, operational efficiency and ensuring compliance than Interactions 2017. There are more than 100 breakout sessions to choose from, with over half led by customers like you. In addition, wait until you see our keynotes who will inform, challenge and inspire you.



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Monday, May 8, 2017
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9:00 a.m. - 5:00 p.m Interactions.edu Pre-Conference Sessions
7:00 - 9:00 p.m. WELCOME RECEPTION IN THE SOLUTIONS SHOWCASE
Tuesday, May 9, 2017
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7:00 - 8:45 a.m. Breakfast
9:00 - 9:15 a.m. Opening and Welcome, Yaron Hertz, President, NICE Americas
9:15 - 9:35 a.m. Barak Eilam, CEO, NICE
9:35 - 9:50 a.m. Miki Migdal, President, NICE Enterprise Group
9:50 - 10:05 a.m. Paul Jarman, NICE inContact CEO
10:05 - 10:25 a.m. Featured Keynote: Michael Baublit, Vice President Customer Experience, Optum
10:25 - 10:40 a.m. NICE Customer Excellence Awards and MOJO Awards
10:40 - 10:45 a.m. Closing, Yaron Hertz, President, NICE Americas
10:45 - 11:30 a.m. Break
11:30 - 12:15 a.m. Breakout Session
12:15 - 2:00 p.m. LUNCH IN THE SOLUTIONS SHOWCASE
2:00 - 2:45 p.m. Breakout Session
2:45 - 3:00 p.m. Break
3:00 - 3:45 p.m. Breakout Session
3:45 - 4:00 p.m. Break
4:00 - 4:45 p.m. Breakout Session
4:45 - 6:45 p.m. HAPPY HOUR IN THE SOLUTIONS SHOWCASE
8:00 - 11:00 p.m. Customer Appreciation Party
Wednesday, May 10, 2017
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7:00 - 8:15 a.m. Breakfast
8:30 - 8:35 a.m. Opening and Welcome, Yaron Hertz, President, NICE Americas
8:35 - 8:50 a.m. Featured Keynote: John Zurn, Senior Director Reservations and Customer Care, Carlson Rezidor
8:50 - 9:05 a.m. NICE Customer Excellence and MOJO Awards
9:05 - 9:20 a.m. Featured Keynote: Laura Cullen, Vice President of Operational Reporting and Analytics, Comcast
9:20 - 9:30 a.m. NICE Customer Excellence and MOJO Awards
9:30- 9:45 a.m. Featured Keynote: Geeta Wilson, Vice President, Consumer Experience – Enterprise Transformation, Humana
9:45- 9:55 a.m. NICE Customer Excellence and MOJO Awards
9:55 - 10:10 a.m. Featured Keynote: Martijn Zuiderbaan, Global Solution Owner at IKEA.
10:10 - 10:30 a.m. Break
10:30 11:15 a.m. Breakout Session
11:15 - 11:30a.m. Break
11:30 - 12:15 p.m. Breakout Session
12:15 - 1:45 p.m. LUNCH IN THE SOLUTIONS SHOWCASE
1:45 - 2:30 p.m. Breakout Session
2:30- 2:45 p.m. Break
2:45 - 3:30 p.m. Breakout Session
3:30 - 4:00 p.m. Break
4:00 - 5:00 p.m. Closing Keynote: Award Winning Actor, Alec Baldwin

Track Topics

Interactions 2017 will feature over 100 sessions, with over half of them led by industry experts and NICE customers. The conference features a rich array of breakout tracks dedicated to helping you and your organization succeed in areas such as customer experience, operational efficiency and compliance.

Track topics to include:

Transforming the Customer Experience

You’ll discover in this track how to transform the way you drive improvements in customer experience across your enterprise. Learn how organizations capture the customer journey across all touch-points and channels. You’ll find out first-hand how companies are leveraging real-time, actionable voice of the customer insight to align their operations and drive business success.

Interaction Analytics - Insight and Action

See how organizations, just like yours, use Interaction Analytics solutions to turn customer interactions into valuable business insight with advanced speech and text analytics. Learn about NICE's technology and broad range of solutions, covering a variety of business use cases across different verticals.

Process Automation for Operational Excellence

This track will reveal how organizations are using automation solutions to simplify, improve and even remove time-consuming desktop and back office processes. Learn how process complexity can be streamlined for much greater operational efficiency and explore the latest innovations in advanced automation solutions, such as Robotic Automation.

Driving Employee Productivity & Motivation

Discover how different organizations are using Performance Management to communicate individual goals and data with transparency, target coaching for specific behaviors and track overall coaching effectiveness. In this session you will uncover new ways to motivate and engage your employees, making them own and feel part of the process, using gamification and other industry best practices.

Service Excellence with QM & Analytics

Explore the different ways organizations are driving contact center service excellence. Uncover best practices for Quality Management and agent improvement and find out how speech and desktop analytics are being used to identify and target the right coaching. In addition, you’ll learn how to align your QM programs with your business objectives to optimize your results.

Enhancing Workforce Management

Discover new ways to help you improve your WFM skills - intraday automation, forecasting/scheduling precision, and collaboration. We’ll dig deep into enabling technologies, supported with customer success stories. You’ll receive valuable information as expert users walk you through their processes and best practices. Join us and uncover ways to amplify your WFM program.

Driving Back Office Proficiency

Learn how back office environments can improve operational efficiencies by correctly routing back office work, gaining visibility into employee activities and automating mundane tasks by planning and assigning resources based on capacity and backlog requirements. See how back office employee performance goals can be easily tracked and monitored as you learn from industry best practices that you can quickly apply to your organization.

Omni Channel Recording & Voiceprint Authentication

Learn how to manage interaction capture in a multi-channel world and ensure compliance across channels. Get an in depth overview of new Advanced Interaction Recorder (AIR) and Engage multi-channel capabilities. In addition, learn how customers leverage Real-Time Authentication to improve operational efficiency, enhance customer experience and prevent fraud.

Roadmap and Vision - The future of customer service

Enjoy a more intimate look into NICE’s roadmap and vision. This track will explore the underlying trends and technology disruptors that are shaping the world of customer service. Learn how these changes are affecting NICE strategy and the overall portfolio outlook.

Behind the scenes: Technology & Innovation

Deepen your knowledge of your deployed NICE technology and learn about the latest technology trends and methodologies from expert speakers. This track, which will also review how make an impact with new solution enhancements, is designed for IT professionals, CTOs, technology experts and system architects who are responsible for evaluating, deploying or managing contact center technologies, including NICE solutions.

Education I: Workforce Management

This track will focus on helping you improve your understanding of the core functionality of NICE Workforce Management as well as the relevant processes. These sessions are intended primarily for key users and individuals who administer and support the system. NICE’s knowledgeable experts as well as advanced users from the community will provide the tools and techniques to help you impact your own performance and extract added value from your NICE solutions.

Education II: Interaction Management & Real-Time Solutions

This track will focus on helping you improve your understanding of the core functionality of NICE Performance Management solutions and NICE Advanced Process Automation Solutions as well as the relevant processes. These sessions are intended primarily for key users and individuals who administer and support the system. NICE’s knowledgeable experts as well as advanced users from the community will provide the tools and techniques to help you impact your own performance and extract added value from your NICE solutions.

Education III: Quality Optimization & Interaction Analytics

This track will focus on helping you improve your understanding of the core functionality of NICE Quality Optimization and NICE Interaction Analytics solutions as well as the relevant processes. These sessions are intended primarily for key users and individuals who administer and support the system. NICE’s knowledgeable experts as well as advanced users from the community will provide the tools and techniques to help you impact your own performance and extract added value from your NICE solutions.

Boosting Sales Performance

Motivate and drive your sales force performance, and increase the efficiency and consistency through your commission administration processes. Learn the secrets of success from best performing companies on how to engage your entire sales teams and increase the confidence and trust of commission payments.



NICE BUSINESS PARTNER SUMMIT

The NICE Business Partner Summit is the right time and the right place to exchange information, see first-hand demonstrations of our latest solutions in our Demo Jam and share best practices for selling NICE. In addition, the platform will provide you unequalled opportunities for learning and networking and to meet and speak with our NICE Executive team face to face. NICE Business Partner Summit highlights include:

  • A rich agenda, which will highlight the NICE and Partner strategy for 2017
  • An up-close preview of NICE's portfolio roadmap and solutions
  • Opportunity to hear from industry experts as they discuss key trends, challenges and opportunities in the market.
  • Valuable networking with your peers and NICE Executives
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Partner Summit Agenda