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If you ever wondered what it feels like to be a CX leader, this is where you need to be!

Interactions 2024 is where the future of CX is defined. Join the largest CX industry event at the BRAND NEW Fontainebleau Hotel in Las Vegas to experience firsthand the latest innovation, insights, expert analysis, and the essential best practices you need to transform your business. Learn and access insights from the largest community of global CX experts, just like you.

NEW this year!

Legendary EDU day is back!

We have prepared a full day (Monday, June 10th) loaded with product training courses you can choose from, to realize the value of your NICE solutions.


Our 3-day event is loaded with an inspiring agenda, including analyst insights, workshops and panels, discussing everything you need to know about world-class CX innovation.
And this year, by popular demand, we are bringing back our EDU day, where you will uncover the value of the products and solutions you own.


Network and associate with industry leaders and analysts to share CX best practices, interact with NICE experts and see up-close the latest innovations in Generative AI, cloud, digital and much more.


Have a blast with exciting gamification and fun activities, and be prepared to be wowed with more announcements coming soon. Interactions 2024 has it all!

Take a look at our 2023 NYC event HIGHLIGHTS.

Last years highlights


We have a packed agenda, focused on helping you leverage AI in every part of your business. Don’t miss exciting best practices sessions from leading industry analysts, CX leaders, and NICE experts.

Monday, June 10
Tuesday, June 11
Wednesday, June 12
Monday, June 10
7:00 am
Registration opens
10:00-11:45 am
EDU Session #1
11:45-1:00 pm
1:00-2:45 pm
EDU Session #2
2:45-3:15 pm
3:15-5:00 pm
EDU Session #3
5:30-6:30 pm
VIP Welcome Reception
6:30-9:00 pm
Welcome Reception @ Innovation Hall
Tuesday, June 11
7:45-9:00 am
Breakfast @ Innovation Hall
9:00-10:30 am
General Session CEO Address
10:30-11:00 am
11:00-12:00 pm
The Road to The Future - Roadmap & Vision
12:00-1:30 pm
Lunch @ Innovation Hall
1:30-2:30 pm
Best Practices Session #1
2:45-3:45 pm
Best Practices Session #2
3:45-4:15 pm
4:15-5:15 pm
Best Practices Session #3
5:15-6:45 pm
Happy Hour @ Innovation Hall
7:00-10:00 pm
Customer Appreciation Party
Wednesday, June 12
7:45-9:00 am
Breakfast @ Innovation Hall
9:00-10:00 am
Winning With Innovation
10:00-10:30 am
10:30-11:30 am
Best Practices Session #4
11:30-12:30 pm
Lunch @ Innovation Hall
12:30-1:30 pm
Best Practices Session #5
1:45-2:45 pm
Best Practices Session #6
2:45-3:15 pm
3:15-4:15 pm
Best Practices Session #7
4:30-5:15 pm
Celebrity Keynote Speaker

*Agenda subject to change

our Track

Our agenda is loaded with exciting sessions, workshops and panels where you can hear about the latest innovations and best practices that will help your organization deliver the best customer experiences. Get inspired by your peers, industry analysts and NICE experts when they share their experience and knowledge around everything that matters to today’s CX leaders.

AI-Powered CX
Get inspired by the transformative power of AI in accelerating business evolution. Discover how organizations are leveraging CX purpose-built AI to revolutionize their CX applications and processes and gain deeper insights into customer needs, behaviors, and characteristics.
AI-Driven Customer
Explore how AI-powered analytics enable organizations to extract valuable information from vast amounts of data, empowering them to anticipate customer preferences and trends with unprecedented accuracy. Learn how AI facilitates real-time decision-making by rapidly processing and acting upon the insights generated.
Reinventing CX
Learn from CX leaders how they provide their customers with a smart start to their journeys, regardless of where they begin or end. These leaders will share insights on how they utilize knowledge and proactive engagement strategies to ensure that customers have seamless experiences across all touchpoints.
The Power of
Join this track to discover how the industry's most comprehensive, AI-powered CX open cloud platform, CXone, can propel your business to game-changing results and eliminate barriers hindering your growth. Gain insights from CX leaders who leverage CXone as the cornerstone of innovation, flexibility, scalability, and agility needed to adapt to evolving customer demands and market dynamics.
Conversational AI
Done Right
Explore how industry peers are elevating their conversational AI capabilities to new heights, gaining insights into innovative strategies and best practices around building intelligent, scalable, effective, and guided self-service that works every time.
Agent & Supervisor
Delve into how your peers are revolutionizing agent performance to ensure agents are knowledgeable, prepared, and engaged in real-time interactions. Explore strategies employed by leading service organizations who leverage AI to empower their agents to create unique and exceptional customer experiences while boosting agent engagement and morale, ultimately enhancing the overall employee experience.
Workforce Engagement
Join us to learn how CX leaders like you drive and create a workplace of truly empowered agents and engaged employees. Hear how they leverage AI to help agents shine and transform them into business frontline ambassadors.
Mastering Digital
Discover how NICE solutions are helping your peers drive growth, accelerate engagement and reduce risk with smarter, digital-first and AI-infused experiences. Whether on web or mobile, search or site, inbound or outbound, meeting their customers at any digital touchpoints, makes them stand out against their competition.
Gain valuable insights into how various organizations are relentlessly optimizing every aspect of their customer experience. Discover how they harness the power of AI to plan and schedule their workforce effectively, ensuring that the right resources are available at the right time to meet customer demands, improve real-time agent skills and behaviors, and gain data-driven actionable insights.
CX Innovation
In Action
Let NICE experts take you behind the scenes of the most exciting technologies around Data, AI, LLM and much more. This track is designed for IT professionals, CTOs, technology experts and system architects who are excited about innovation and want to make an impact with new technologies enhancements.
CX Strategy and
Emerging Trends
Learn how you can elevate your customer experience to a strategic asset and source of competitive advantage. Join us as we explore new trends, ideas and approaches that will help you win every interaction with excellence across the customer journey and make your business shine through.
Healthcare: Transforming
Patient Experiences
Discover how NICE solutions are revolutionizing Healthcare by empowering providers to enhance patient experiences. From AI-driven self-service and agent assist to discovering how technology helps healthcare providers adopt a patient centric and value-based care to maintain competitiveness. We’ll explore real-world case studies, presented by our healthcare customers, showcasing how they leverage NICE’s CX tools to drive better patient experiences for better outcomes. Join us!
Government: Seamless
Citizen Experiences
Explore how NICE solutions empower government agencies to enhance citizen experiences. From AI-driven self-service and agent- assist to discovering how technology transforms digital interactions and enhances service accessibility. Join us to hear directly from other institutions and get fresh ideas on how to create a frictionless citizen experience.
CX Education
Masterclass I
Join our team of knowledgeable education professionals and business consultants to unlock the full potential of your NICE solutions. Gain access to essential tools, best practices, and techniques designed to help you maximize the value of your investments, enhance your KPIs, and achieve rapid return on investment.
CX Education
Masterclass II
Join our team of knowledgeable education professionals and business consultants to unlock the full potential of your NICE solutions. Gain access to essential tools, best practices, and techniques designed to help you maximize the value of your investments, enhance your KPIs, and achieve rapid return on investment.
Reinventing Communication
In financial compliance, risks can lurk beneath the surface in millions of daily calls, emails, and instant messages, in new communication channels used for hybrid work, and in growing trade volumes. Finding risk in this ocean of data is challenging. In this track, learn best practices for capturing, archiving, and monitoring all regulated employee communications, across all communication channels to better detect misconduct and reduce regulatory risk.

Get a
Jump Start
on Learning!

Complement your experience with day on June 10th. Get valuable, practical knowledge allowing you to extract the most from your NICE solutions. Join these in-depth, training workshops, delivered by our expert education specialists and business consultants. Select one, or move between 15 tracks, including:


CXone ACD Administration Digital Experience

June 10, 10:00-11:45 AM

Discover the CXone Digital Experience setup, starting with the digital-skill set-up in CXone ACD Administrator. Be sure to bring your laptop with CXone user account enabled.

NEW CXone Supervisor with Digital

June 10, 1:00-2:45 PM

Experience firsthand the functionality of the New Supervisor Digital Experience. Be sure to bring your laptop with CXone user account enabled.

CXone Agent

June 10, 3:15-5:00 PM

Experience hands-on Digital Contact handling with CXone Agent. Be sure to bring your laptop with CXone user account enabled.

CXone Workforce Management

CXone WFM: Overview and Setup

June 10, 10:00-11:45 AM

Immerse yourself in the CXone Workforce Management overview and Setup, including CXone Administration, Roles & Permissions, WEM Skills, Activity Codes, ACD Mapping, Scheduling Rules. Be sure to bring your laptop with CXone user account with WFM enabled.

CXone WFM: Forecasts, Schedules and RTA

June 10, 1:00-2:45 PM

Get hands-on practice using Forecast Set up, Schedule Creation, Schedule Management, RTA, Intraday Management & Dashboards. Be sure to bring your laptop with CXone user account with WFM enabled.

CXone WFM: Additional Features

June 10, 3:15-5:00 PM

Learn how to use WFM features such as Shift Bidding, Time Off, Managing Requests, Reporting, and My Zone. Be sure to bring your laptop with CXone user account with WFM enabled.

CXone Quality Management

CXone QM: Overview and Setup, Administration Review and Form Creation

June 10, 10:00-11:45 AM

Experience CXone Quality Management Overview and Set up, including CXone Administration Review and Custom Form Creation. Be sure to bring your laptop with CXone user account with QM enabled.

CXone QM: Creating Quality Plans, Manual Qas and My Zone

June 10, 1:00-2:45 PM

Get hands-on experience creating Quality Plans, Manual QA's and leveraging My Zone. Be sure to bring your laptop with CXone user account with QM enabled.

CXone QM: Coaching, Dashboards and Reporting and QM for Agents

June 10, 3:15-5:00 PM

Learn and experience the ins-and-outs of Quality Management Coaching, Dashboards and Reporting, and Quality Management for Agents. All must-haves for your QM implementation. Be sure to bring your laptop with CXone user account with QM enabled.

CXone Reporting

Pre-Built Reports, Custom Reporting and Data Download

June 10, 10:00-11:45 AM

Become a reporting Guru, as you learn how to optimize your contact center's data analytics, using CXone Reporting tools such as Pre-Built Reports, Custom Reporting and Data Download. Be sure to bring your laptop with CXone user account enabled.

Dashboards for WEM, QM and IA

June 10, 1:00-2:45 PM

Experience the deep-dive into reporting for WEM, QM and IA. Make sense of your data, and create useful reports by delving into the data dictionary. Be sure to bring your laptop with CXone user account enabled.

Unlock the Secrets of CXone Performance Management

June 10, 3:15-5:00 PM

Learn best-practices for achieving outstanding performance results, with a focus on maximizing the value of visualizing, organizing, and sharing your data with CXone PM dashboards. We’ll uncover lesser-known CXone Performance Management features and functionalities, including AI-based Desktop Discovery and the robust calculated metrics of Performance Management, and show you how they can supercharge your contact center.

CXone Digital Experience Start-to-Finish Web Studio

ACD Administration Digital Experience

June 10, 10:00-11:45 AM

Explore the Digital experience from Start to finish, beginning with a Digital chat skill creation in the ACD Administrator. Be sure to bring your laptop with CXone user account enabled.

The Digital Experience in Web Studio

June 10, 1:00-2:45 PM

Improve your Digital experience by learning the ins-and-outs of scripting the Digital chat experience in the new Digital Web Studio. Be sure to bring your laptop with CXone user account enabled.

Digital Experience: Additional Configurations and Channels with Best Practices

June 10, 3:15-5:00 PM

Finish your Digital Experience by applying some Additional Configurations, additional channels, and best practices. Get ready to apply your Digital knowledge!

CXone IVR Development with Studio

Introduction to IVR Development

June 10, 10:00-11:45 AM

Uncover the cool applications of Studio as you learn about script branching, including the usage of RUNSCRIPTs and RUNSUBs to simplify your script files. Be sure to bring your laptop with CXone user account with Studio application installed.

CXone Studio Intermediate

June 10, 1:00-2:45 PM

Learn basic routing principles using CXone Studio environment.  Experience what happens when a contact enters a script, and how it flows through various actions. Be sure to bring your laptop with CXone user account with Studio application installed.

CXone Studio: Variables, Snippets and ASR

June 10, 3:15-5:00 PM

Take control of your own Studio environment. Augment your existing Studio knowledge by learning about variables and Snippets to consolidate existing Studio Scripts, and ASR. Be sure to bring your laptop with CXone user account with Studio application installed.

CXone IVR Development with Studio Intermediate/Advanced

Automatic Speech Recognition Introduction: Setting-up for Success

June 10, 10:00-11:45 AM

Join us for a valuable introduction to Automatic Speech Recognition (ASR), setting up for success. Be sure to bring your laptop with CXone user account with Studio application installed.

Automatic Speech Recognition: Grammar Files and Proper Construction

June 10, 1:00-2:45 PM

Augment your knowledge of Automatic Speech-Recognition as we explore ASR Grammar files and proper construction. Be sure to bring your laptop with CXone user account with Studio application installed.

Up Level Scripting Through Framework Actions, Workflow Data and Integration

June 10, 3:15-5:00 PM

Experience Up-level studio scripting through Framework actions including Workflow data and integration. Be sure to bring your laptop with CXone user account with Studio application installed.

CXone Personal Connection and Proactive External Synchronization

Personal Connections Fundamentals

June 10, 10:00-11:45 AM

Join us to learn about the features available in Personal Connection:  We begin with setting up a Personal Connection Skill and assigning users to the skill. Be sure to bring your laptop with CXone user account with Studio application installed and Personal Connection enabled.

Personal Connections Advanced Components

June 10, 1:00-2:45 PM

Join us to learn how to upload a calling list, Skill activation and pulling calling records from a CRM database, and automatically upload those records into a Personal Connection calling list. Be sure to bring your laptop with CXone user account with Studio application installed and Personal Connection enabled.

Proactive External Synchronization

June 10, 3:15-5:00 PM

Learn the aspects of Proactive External Synchronization as they relate to Personal Connection. Experience with IVR Dev is highly recommended. Be sure to bring your laptop with CXone user account with Studio application installed and Personal Connection enabled.

Value Realization Services

KPI Paradigm Shift

June 10, 10:00-11:45 AM

Pairing traditional KPIs with today's Digital advancements is like attaching a sundial to a smartwatch: directionally correct but lacking precision. This session explores how to transition KPIs and introduces new concepts like VOI, KDIs and process-based analytics, and new KPIs like MHT, HTSF, MedDev. You can precisely enhance customer experience and boost profitability, ensuring your strategies are not just keeping pace, but leading the charge.

Finding and Prioritizing Improvement Opportunities

June 10, 1:00-2:45 PM

Dive into the heart of operational excellence without falling into the trap of 'fixing what isn't broken.' This session illuminates how to navigate the complex maze of KPIs and their interdependencies, focusing on identifying and prioritizing real improvement opportunities. With dynamic tools and use-cases, learn how to optimize what truly matters, steering clear of unintentional disruptions to well-functioning systems. Elevate your strategy to ensure meaningful enhancements across the customer journey.

Beyond Tech: Transforming Through Change Management, Coaching & Governance

June 10, 3:15-5:00 PM

Achieving successful transformation hinges on more than just technology—it requires adept change management, effective coaching and robust governance. This session delves into fostering a culture primed for continuous improvement, crucial for long-term success beyond initial implementation. Uncover how to ensure your investment flourishes by creating an organization that embraces change, with practical tactics, essential questions, and actionable insights for propelling your organization to enduring success.

NICE IEX Workforce Management Suite 1

Best-Practices for Managing Back-Office Performance

June 10, 10:00-11:45 AM

When it comes to managing performance and driving results, the Back Office presents special opportunities and challenges. We've got 10 Best Practices focused on "Effective and Efficient" actions managers and agents can take to improve performance and focus on customer needs. Gain understanding on efficiencies for managers to effectively "quick coach" in 1:1's, "fly-bys" or group coaching.  Overall, we'll share ways to eliminate common time wasters and show you how others have simplified process to optimize every aspect of performance improvement. For users of all levels.

Staffing Tables: Plan for the Unplanned

June 10, 1:00-2:45 PM

View different ways to use the Staffing Tables and enter percentages for either MU or MU Sets. Use Staffing Tables view to build tables based on past or future scheduled activities at the interval level. Learn how to build these staffing tables for MU or MU Sets and view the results in the Staffing Tables view. The system uses the MU staffing table percentages for: Scheduling overhead during schedule generation, adjusting to opens in the Intraday, and view staffing limits for Meeting Scheduler. For users of all levels.

Interpreting Intraday Results

June 10, 3:15-5:00 PM

Intraday view can be daunting to the uninitiated and sometimes knowing the definition of a column isn’t enough. Focusing on interpretation rather than detailed data definition, this session will steer you thru the volume of data to make intelligent, impactful decisions. For users of all levels.

NICE IEX Workforce Management Suite 2

WebStation and EEM Better Together!

June 10, 10:00-11:45 AM

Understand how to expand WebStation's capabilities using EEM, from automated swaps and absence requests to real-time adherence alerting and automated extra hours/time off availability. Even though some features seemingly overlap, EEM has taken swaps, absence requests, real-time alerting, and extra hours/time off management to the next level, not to mention the improved user experience including the mobile app. WebStation is still the way to go for activity reminders, RTA, long-term Time Off Management, and more.

Real-time Adherence Taken to the Next Level: from Passive to Active Alerting

June 10, 1:00-2:45 PM

Our renowned RTA screen in RCP and Supervisor WebStation has just got better with EEM's capability to alert agents, supervisors, and WFM Team in real-time when agents are absent, out of adherence, working unscheduled hours, and more. To top it all, EEM also has Adaptive Events to adjust breaks, lunches, and any other schedule activities within a given threshold.

NICE IEX WFM, ESP and EEM Come Together to Sweeten the Suite!

June 10, 3:15-5:00 PM

WebStation's Personnel Planner has advanced to the next-level in the form of ESP (Enhanced Strategic Planner), incorporating additional capabilities such as reverse-solving and use of MUs for better capacity planning. Coupled with our core WFM to power forecasting, scheduling, monitoring, and reporting, and EEM to power short-term staffing optimization, ESP joins our suite to help take capacity planning to the next level.

NICE Nexidia Analytics

AutoDiscovery Unleashed: Shed Light on Unseen Insights and Eliminate Blind Spots

June 10, 10:00-11:45 AM

Experience the transformative power of AutoDiscovery. With its advanced algorithms, AutoDiscovery reveals patterns and trends, eliminating blind spots in your data analysis. Harness these newfound insights to make informed decisions and drive your business analytics with confidence.

Exploring Insights: Mastering Data Analysis Through Dynamic Searches with Explore

June 10, 1:00-2:45 PM

Gain Insights using the Explore tool. This session delves into the power of dynamic searches facilitated by the Explore tool. Learn about various data analysis methodologies, identify criteria for high-quality datasets, and uncover actionable insights. Utilize Explore searches to build informative dashboards for comparative analysis across datasets.

Reports, Dossier Worksheets, Database Objects: Oh My! Navigating the Landscape of Dossier Dataset Creation

June 10, 3:15-5:00 PM

Discover the intricate ecosystem of reports, dossier worksheets, and database objects, delving into their best-practices and limitations. Uncover the optimal ways to leverage each component, while also understanding their boundaries and constraints. Learn how to extract maximum value from your datasets.

NICE Quality Central

Utilizing NICE Quality Central to Improve Evaluator Accuracy & Coaching

June 10, 10:00-11:45 AM

In this training session we will cover tools that will help improve evaluator accuracy. These tools include Audit the Auditor, Calibrations, and our new Evaluator Review. In addition, we will cover our new group coaching process.

Experiences: Using Experiences to Enhance Quality

June 10, 1:00-2:45 PM

In this session you will learn about the new Experience functionality and how to incorporate Experiences in your QA Process.

Enlighten: How to Drive Coaching with Automated Scoring

June 10, 3:15-5:00 PM

Curious about Enlighten? This session will review exactly what Enlighten is and how to leverage this automated scoring tool into your quality and coaching process.

NICE Engage & Compliance Center

Getting Started with NICE Compliance Center

June 10, 10:00-11:45 AM

Stay in control and remain compliant with NICE Compliance Center. Deep dive into the Compliance Assurance dashboards as we detail the available widgets and the information they provide. Learn about the actions you can take using Policy Manager when compliance issues are identified. Learn some basic troubleshooting tips and answer some frequently asked questions.

Under the Hood - NICE Engage Clustering and Multiple Data Center Solutions

June 10, 1:00-2:45 PM

Explore NICE Engage Clustering and Multiple Data Center (MDC) solutions. This session will deep-dive into the Engage Applications, Interactions Center and Reporter Clusters. We will also dive into the SQL Clustering and SQL Always-On solutions. We will cover basic concepts, configuration and some basic troubleshooting.

Under the Hood - NICE Engage Media Encryption Solution

June 10, 3:15-5:00 PM

Explore how NICE Engage can protect your data and interactions with Media Encryption and Secure Client Communication. Learn how it all works from the basic concepts to configuration and troubleshooting.

LiveVox SmartReach

LiveVox SmartReach: Amplify Outreach Campaigns

June 10, 10:00-11:45 AM

Harness the potential of Contact Manager and Segmentation features to orchestrate targeted campaigns that utilize consent, channel preferences, customer insights, and performance history. This workshop will discuss how to use Input Filters to import your customer’s data, build custom filters with Segmentation, and create one-time or scheduled Campaigns.

LiveVox SmartReach: Navigation Outbound Calling and Compliance Tools

June 10, 1:00-2:45 PM

Tour the many outbound calling tools and learn how to simplify your compliance management. This session will walk through how to create HCI, Automated, and Preview Services and how the compliance tools compliment them to mitigate risk.

LiveVox SmartReach: Enhance Agent Experience with Desktop Designer

June 10, 3:15-5:00 PM

Use Agent Desktop Designer to create a unified experience for your agents and customers. This single pane of glass incorporates your data, historical interactions, and consent management. We will show you how to easily build a new designer desktop highlighting different layouts and functionality.

Be Inspired

Join NICE CEO, Barak Eilam and President of CX, Barry Cooper, as well as our customers on the main stage as they share their visions, trends, and how they are leading the CX AI transformation.

Barak Eilam


Barry Cooper

President of CX

Jessica White

SVP Global Property &
Guest Services


Roger Brewer

Director, Tools and

Sony Electronics

Jeremy Markey

Director of Workforce

Hunter Douglas

Sarah Ross

Senior Director
Contact Center

The Standard


Join top industry analysts as they discuss the latest trends and hot topics in CX.




Vice President






President &
Principal Analyst


Vice President &
Principal Analyst


Principal Analyst


Lead Analyst &


Senior Analyst &
Research Director


Principal Analyst


Industry Analyst



Do you have a compelling story to highlight your innovative contributions in enhancing CX for your organization using NICE solutions? We invite you to share your story! Come speak at Interactions 2024 in Las Vegas and play a role in shaping the future of customer experience.

Thank you to ourSponsors
Platinum Sponsors
Gold, Silver and Bronze Sponsors

Make an Interactions Sponsorship part of your marketing plans for 2024. Become a sponsor and access key influencers and decision makers to increase brand impact and engage with attendees. Download the Sponsorship Brochure for details!