Start your journey to CX AI transformation.

Step inside The Room Where It Happened to hear top brands, industry analysts and NICE experts, detail the secrets behind taking your CX to the next level. With the rapid pace of innovation in the CX industry, it can be hard to know where to start. Listen to these real-life examples of how to leverage the latest, cutting-edge technology to stay ahead of the competition and futureproof your success.


Harnessing AI’s Transformative Potential

Barry Cooper
President, CX Division, NICE

NICE’s Barry Cooper discusses the incredible pace of innovation at NICE and how AI is being used to transform CX.

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AI is Changing the Game for BPOs in the CX space

Tom Laird
CEO, Expivia

Expivia’s Tom Laird talks about how AI and analytics are changing the game for BPOs in the CX space.

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Forging your organization’s journey to CX AI

Dan Miller
Lead Analyst, Opus Research

Opus Research’s Dan Miller talks about what he’s witnessed in his 40+ years as an industry analyst and how AI is taking the industry to a whole new level. He gives advice to organizations wanting to know where to start their journey to CX AI.

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Augmenting The Customer and Employee Experience With CX AI

Einat Weiss

NICE’s Einat Weiss talks about the excitement surrounding AI right now and why it isn’t just a bunch of hype when it comes to CX. Einat details how AI is delivering real business value for organizations.

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Winning the CX Lottery

Kristina Heidesch
Director of CEC Channel Product Management,
Marriott International

Marriott International’s Kristina Heidesch talks about why the brand’s CX transformation was like winning the CX lottery.

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AI Makes It Easier for Brands to Provide Exceptional CX

Donna Fluss
President, DMG Consulting

DMG Consulting’s Donna Fluss discusses what it takes to provide exceptional customer experience today and how AI is making it easier for brands to do this.

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How to Treat Customers Like the Star of the Show

Edmund Wong
Corporate Director of Revenue Optimization,
Choctaw Casinos & Resorts

Choctaw Casinos and Resorts’ Edmund Wong talks about how to treat customers like the star of the show during every interaction.

Challenging The Government CX Status Quo

Sharon Gamble and James West
Customer Service Administrator | Senior Business Process Analyst, City of Fort Worth

City of Fort Worth’s Sharon Gamble and James West talk about how their department is getting recognized across the city thanks to their recent digital CX transformation. They talk about their motivation to modernize their CX operations and become a shining example of government CX.

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"The Room Where It Happened" returns this Fall with Season 2!
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