The 2026 Workforce Augmentation AI Playbook is your guide to the next frontier of customer experience—where AI amplifies human potential and redefines what’s possible. Join top analysts and CX experts for two powerful sessions on how to empower employees through AI-driven augmentation and lead with clarity in the new era of intelligent workforce management.
Day 1
Available on-demand
In today’s fast-paced customer service landscape, organizations must find new ways to empower employees while meeting rising expectations. This session dives into how NiCE WEM is empowering employees to exceed their natural capabilities through AI-powered augmentation. Discover how NiCE delivers intelligent, AI-driven experiences across every business domain, from workforce management to quality, performance, and compliance, enabling employees to work smarter, faster, and with greater confidence.
You will learn how to:
Speakers:
Liz Miller, VP & Principal Analyst, Constellation Research
Dana Shalev, Head of Product Marketing, NiCE
Day 2
Available on-demand
AI is rapidly transforming workforce management, enabling leaders to forecast, schedule, and make real-time decisions with unprecedented speed and precision. Join us for a best practice session to explore how leading organizations are using AI to drive agility, accuracy, and empathy across every shift. Discover how innovations like Copilot for Workforce Managers and Cognitive Load Optimizer are transforming everyday operations—automating routine tasks, balancing mental effort across channels, and helping teams perform at their best.
You will learn how to:
Speakers:
Sean Ilenrey
Award-winning executive, Global keynote speaker, and CEO of Value-Centric
Andrea Matsuda
Head of Product Marketing for Workforce Management, NiCE