Interactions 2014 – Singing and Dancing to the Tune of Exceptional Customer Experience

After a fun-filled evening at the Rock of Ages show, Wednesday´s opening session kicked off with additional Las Vegas entertainment "NICE-style."

Following some song and dance, three very impressive customers shared their stories with a packed audience. One common denominator was that their teams are driving business transformation through a combination of experience, passion, and NICE solutions.

#nicei2014 Amazing customer speakers. Inspiring stories by outstanding companies @HomeDepot @Nationwide @CapitalOne

Susan Hatfield, Associate Vice President, Office of Customer Advocacy at Nationwide, spoke of Nationwide´s journey to Shaping Corporate Culture. Susan described her "on your side" promise, and how it was implemented throughout the organization.

Change the culture from ´be careful´ to ´be full of care.´ - Susan Hatfield at#nicei2014 #WFM


Service recovery is just as important as delivering it right the first time @SusanHatfield @Nationwide #nicei2014


Filipe "Fil" DaCosta, Operations Leader at The Home Depot, inspired the audience with his presentation of Building Something Great and driving service improvement at The Home Depot. Using real life stories and examples, DaCosta shared how Interaction Analytics and customer feedback are the cornerstones of Home Depot´s transformation methodology.

"The difference between being a business and being a brand is LOYALTY". Fil DaCosta @HomeDepot#nicei2014


"Transparency and accountability lets #CCTR agents know how they´re affecting #NPS and #FCR" - Fil DaCosta of @HomeDepot at #NICEi2014


Next on stage was Jason Heupel, VP of Sales Center Operations at Capital One 360. Jason, spoke about Reinventing the Contact Center and the importance of measuring customer effort.


The ultimate objective and score is the Effort Score, from @CapitalOne #nicei2014 @N_Interactions. Make the customer life simple.


"Fun and engaged individuals will deliver a better #CustExp." - Jason Heupel of @CapitalOne360 at #NICEi2014


Sprint, PayPal, Liberty Mutual Insurance and many other customers continued the customer-centric day speaking in the 13 breakout tracks.

After a long and successful day, we treated all Interactions attendees to an amazing pool party at the Cosmo.

Now, as the final day kicks off, we look forward to the last chapter in the Interactions journey.

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