Product Videos

Digital CX Week


Curious about the state of the contact center in 2022? We happen to know what it looks like. Our Digital CX Week events were such a big hit, we decided to offer the series on-demand in case you missed it.

NICE enlisted the expertise of industry-leading experts from Forrester, Aberdeen, and more for the series to give their take on emerging trends and opportunities of digital-driven contact center solutions. The strategy for 2022 is all about leveraging digital-first CX solutions to meet customer expectations and drive satisfaction higher. Get key insights on future predictions for the omnidigital experience, how expectations and behaviors translate into the workforcetechnology, and business priorities, and how AI and automation is enhancing first contact resolution past the point of real-time interaction.

These experts speak to how customer expectations are shaping today’s digital-first customer journey and priorities in planning for 2022. You’ll also learn what tools and technology contact center leaders can implement to empower agents and create a seamless end-to-end, AI-infused customer journey.

Stream the webinar series to learn the key elements in building a digital-first CX strategy.

Session 1: Future Predictions: Your 2022 Digital-First Customer Experience Strategy, featuring:

  • Max Ball, Principal analyst at Forrester
  • Chris Bauserman, VP of Marketing at NICE CXone

Session 2: How Smart Self-Service Improves Digital CX and Lowers Costs, featuring:

  • Omer Minkara, VP and Principal Analyst at Aberdeen
  • Andy Traba, Director of Product Marketing at NICE

Session 3: Instant Gratification: How to Move at the Speed of Your Customers at Scale, featuring:

  • Blake Morgan, CX Futurist
  • Aaron Rice, VP CXone Expert at NICE CXone
  • Laura Bassett, Sr. Director of Product Marketing and Competitive Marketing at NICE CXone

Watch the webinar series to begin your 2022 digital-first CX journey


Digital customer journey mapping: The new digital CX

Customers prefer digital channels now, and their journeys are complex. Better understand their digital-first preferences and the seven expectations on which you need to deliver.