Why Interactions London 2015 Was the Perfect Experience

Last week, more than 300 of our customers, business partners, members of the media and leading industry figures joined us for our annual Interactions conference in London. This year the theme for the event was all about helping organisations to create perfect experiences, improve business results, ensure compliance and fight financial crime. 

Throughout the day, members of the NICE and NICE Actimize team were kept busy giving interactive demonstrations of our very latest technologies. However, more importantly, Interactions has always been about providing an open forum for our customers to engage with each other and share best practices, as well as help us to learn how we can better serve them. And, judging by the lengthy question and answer sessions and non-stop buzz at the Riverbank Park Plaza Hotel, on a hot and sunny day in the capital, it was mission well and truly accomplished.

In our Creating Perfect Experience track, speakers from Aetna, Capgemini, Direct Line Group, EE, KPMG, PayPal, The Boston Consulting Group, Sky and The Student Loans Company left standing room only for their presentations in which they discussed how they are using Workforce management (on the front-line and in the back-office), performance management, Voice of the Customer and interaction analytics. 

Meanwhile in an industry first, NICE was able to bring together some of the leading representatives of the UK contact centre industry (Ann-Marie Stagg, CCMA; Jonty Pearce, CallCentreHelper; Paul Smedley, The Forum and Guy Fielding, Horizon 2) for a lively panel debate that challenged whether there is a disconnect between what a perfect experience means for a customer and what it means to an organisation. 

The UK’s most popular contact centre magazine, CallCentreHelper, also used Interactions as the perfect location from which to broadcast a live webinar: Best Practices in Improving Call Centre Performance, with NICE’s Ed Creasey as a guest speaker.

During the Fighting Financial Crime track, Cifas, Deloitte, Greenway Solutions, LexisNexis Risk Solutions, Lloyds Banking Group, PwC and SWIFT gave Risk Managers and Compliance Officers the ideal opportunity to get up-to-date on the latest industry trends, regulations, and innovations in financial crime and compliance risk management impacting financial institutions. With more than a dozen expert led sessions and panels, topics discussed included an update on European cybercrime, the hype surrounding the blockchain, the impact of regulatory activity on the AML landscape, and a “Superb presentation on MAD/MiFID2” from TABB Group, according to a Tweet to our event hashtag #nicei2015london. These sessions gave attendees a unique opportunity to learn how industry peers are addressing today’s challenges and tomorrow’s opportunities.

On behalf of everyone at NICE and NICE Actimize, I would like to say a huge thank you to everyone that attended and to all who put so much time an effort in to their presentations, to make this the best Interactions we have hosted in London so far. Interactions may be only one day, but it is our hope that the new networks that were established in London will flourish throughout the next 12 months. We look forward to seeing everyone again at Interactions 2016.