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We’re defining the future of CX together.

Join thousands of CX experts and leaders at the biggest event in the CX industry for the latest innovation, insights, expert analysis and essential best practices to transform your business.

Don’t Miss Interactions 2024!

Learn

Interactions 2024 is loaded with inspiring analyst insights, workshops and expert panels to give you everything you need to know about creating world-class experiences.

Be sure to join our experts at Interactions.edu day as they show you how to extract more value of your NICE solutions.

Interact

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.

Enjoy

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!

Agenda at a glance

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
7:00 am
Registration opens
10:00-11:45 am
EDU Session #1
11:45-1:00 pm
Lunch
1:00-2:45 pm
EDU Session #2
2:45-3:15 pm
Break
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

*Agenda subject to change

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
Break
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
Break
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
Break
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
Break
3:15-4:15 pm
Best Practices Session #7
4:30–5:15 pm
Celebrity Keynote:
Nicole Kidman

*Agenda subject to change

Speaking customers

The Road to the Future NICE Roadmap & Vision Sessions

The New WEM Frontier:
Forging Human-AI
Interconnectivity

The New WEM Frontier: Forging Human-AI Interconnectivity

Join us to hear how interconnected opportunities are shaping tomorrow's WEM landscape. We'll navigate the crossroads between human and AI, physical and virtual, front office and SMEs, bridging multiple domains to unveil a roadmap that promises to redefine CX.

Workforce
Management in
the Digital Era

Workforce Management in the Digital Era

Digital channel adoption is higher than ever and planning in blended environments with local, hybrid, and remote employees requires an adaptive digital-forward solution. Join Troy Plott, Senior Director of Workforce Management, to learn about NICE’s latest innovations in digital workforce management and what’s next on our journey.

AI-Powered Automation
and Agent Augmentation
with Enlighten

AI-Powered Automation and Agent Augmentation with Enlighten

Interested in increasing the accuracy of your Agent interactions, enhancing vision to your supervisors, or gaining insights over your contact center? During this roadmap session, understand where Enlighten AI’s Copilot for Agents, Copilot for Supervisors and Actions innovations will automate your Contact Center with the latest Enlighten AI offerings.

What's Next,
What’s Now in
CX Analytics

What's Next, What’s Now in CX Analytics

Learn what’s next in CX Analytics as NICE reshapes the landscape by combining the latest generative AI LLM technologies with industry specific Enlighten models for actionable insights. We’ll discuss how NICE is making it easier than ever to automate analytics at scale across applications like Interaction Analytics, Quality, and AutoSummary.

Customers Are Doing
it For Themselves:
The Future of Self-Service
in the Age of AI

Customers Are Doing it For Themselves: The Future of Self-Service in the Age of AI

From true self-service to AI- assisted, we will discuss how Guide, Expert, and Autopilot can be used to seamlessly orchestrate every customer's journey. We will also look at how we are utilizing the intelligence of Enlighten combined with the Generative Knowledge inside of Expert to provide the information your customers want, when and how they want it.

Paving the Way
to the Future of
Journey Orchestration

Paving the Way to the Future of Journey Orchestration

Join this exciting session, covering the dynamic landscape of digital customer journeys and the role CXone plays in making those journeys both enjoyable and effortless. We'll cover the future of AI-powered routing, share how to enrich the customer experience with streamlined integration of advanced solutions and enterprise tools and how to best balance attended and self-service interactions, creating iconic experiences throughout the customer journey.

June 11th 11 am-12 pm

EXPLORE OUR
BEST PRACTICES
SESSIONS

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
Excellence

AI-Powered CX Excellence

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.

Realizing Value: Enlighten AutoSummary Success Stories June 11, 1:30 - 2:30 PM - Fifth Third Bank, Bamboo Insurance

Discover two approaches to unlocking value from Enlighten AutoSummary. Fifth Third Bank shares insights on leveraging AutoSummary data for next gen analytics, enabling greater efficiency. Bamboo Insurance discusses plans to scale operations more effectively amidst rapid growth with automated notetaking. Join to learn from their experiences and optimize your own strategies.

Driving Contact Center Excellence Through AI-Powered Performance Coaching and Analytics June 11, 2:45 - 3:45 PM - LexisNexis

Amid rising customer demands, contact centers strive for superior service at reduced costs. LexisNexis addressed this by embracing Enlighten AI for CSAT and AutoSummary, enhancing agent efficiency and quality management. This session will explore AI-driven feedback, data-driven coaching, and metric improvement. Learn how to transform contact centers for next-gen CX and operational excellence.

Turning Complaints into Customer Success with AI June 11, 4:15 - 5:15 PM - Hyundai Capital America

Discover how Hyundai Capital America turned a record number of customer complaints into customer delight using AI for root cause and sentiment analysis, alongside behavior-based coaching. Attend this session to gain valuable insights and best practices applicable to fostering improved customer satisfaction.

Cruising Ahead: Transforming Travel Experiences through AI-powered Analytics June 12, 10:30 - 11:30 AM - ONE

The journey of implementing AI for agent and customer experience requires a comprehensive approach that combines innovation, organizational readiness, and an understanding of both customer and business needs. Join this session and learn how ONE harnessed interaction data to help grow their business, automate quality, and showcase analytics insights to galvanize stakeholder adoption.

AI and Generative AI: From Novelty to Necessity June 12, 12:30 - 1:30 PM - OMDIA

AI and generative AI have emerged as transformative technologies in the CX industry, offering new avenues for enhancing customer interactions, improving efficiency, and driving outcomes. This session covers the multifaceted landscape of AI for CX, exploring the opportunities it presents, the challenges it poses, and the myriad benefits it affords.

Unlocking Success: Empowering Teams with Enlighten AI and Real-Time Interaction Guidance June 12, 1:45 - 2:45 PM - Kaiser

Kaiser Permanente Northern California Pharmacy’s Call Center harnessed the power of Enlighten AI and Real-Time Interaction Guidance (RTIG) to revolutionize customer satisfaction and elevate agent performance within a union workforce environment. Gain invaluable insights into their strategic approach, from defining essential agent soft skills and measuring tangible results, to their remarkable ROI.

A Journey to Elevating Customer Zeal with Enlighten AI June 12, 3:15 - 4:15 PM - Republic Services

Republic Services embarked on a significant cultural and operational transformation to prioritize the customer experience which they call “customer zeal”. Their goal was to modernize operations and find opportunities for automation to improve the agent experience. Learn how they achieved impressive results, including a reduction in negative sentiment, improved efficiency, and a substantial decrease in repeat calls, showcasing the power of data-driven strategies using Enlighten AI and analytics in elevating the customer experience.

Conversational AI
Done Right

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.

Elevating Technical Support with Trusted Conversational AI: Henry Schein One's Success June 11, 1:30 - 2:30 PM - Henry Schein One

How do you elevate experiences with conversational AI? Join dental tech leader, Henry Schein One, to see how they streamlined their operations with Enlighten Autopilot. From conversational data, HSO learned thousands of utterances to identify intents, won customers’ trust in self-service, and decreased their mis-transfer rate by 10x.

Turning Vacation Visions into Reality with Conversational AI June 11, 2:45 - 3:45 PM - ALG Vacations

When it comes to vacations, Apple Leisure Group Vacations (ALG Vacations) knows building memories that last a lifetime begin with exceptional experiences from booking to departure. Learn how they transformed their Intelligent Virtual Agent to provide an unmatched vacation experience by training their IVA with conversational data.

From Conversational AI to GenAI: Your Path to Redefining CX June 11, 4:15 - 5:15 PM- Opus Research

Advancements in Generative AI offer contact centers powerful new capabilities to understand customers, automate the analysis of 100% of customer interactions, and engage with self-service first. But many "first generation" Conversational AI deployments have failed to deliver promised results. In this session, learn how to assess your maturity in the path to transitioning to Gen AI, anticipating and automating customer needs, and delivering superior CX on a single platform.

Enlighten Autopilot: Sony’s Journey to Intelligent Self-Service with Conversational AI June 12, 10:30 - 11:30 AM- Sony

What if you could automate 40% of your customer interactions? Join Sony Electronics to learn how they harnessed the power of conversational AI to improve CX. Now, with an AI-driven IVA, they provide exceptional experiences at the forefront of every conversation and revolutionize their customer and agent experiences.

Beyond the Basic Bot: ECSI’s Data-Rich Revamp with Enlighten Autopilot June 12, 12:30 - 1:30 PM- ECSI

Faced with thousands of chats and long customer wait times, ECSI anticipated Enlighten Autopilot would provide efficient customer self-service and empower, not replace, their agents. Learn how Autopilot’s robust data capabilities connected qualitative, agent-informed insights with quantitative and cost analytics to further expand the success of this implementation.

Minding the experience gap with AI June 12, 1:45 - 2:45 PM- The Standard

“Digital Transformation” – an opportunity that sits before us to find new ways to leverage data, information, automation, and empathy to deliver exceptional experiences. Join The Standard to learn how they seized this opportunity and implemented Enlighten Autopilot to improve their self-service and call volume and hear what’s next for them!

The ContactEngine and VGM Homelink Partnership - Transforming Patient Engagement June 12, 3:15 - 4:15 PM- VGM Homelink

In an era where the balance between technological efficiency and human touch is paramount, VGM Homelink has achieved a groundbreaking transformation. Join them as they talk about how they leverage ContactEngine’s proactive conversational AI to streamline operational processes and elevate the quality of engagements between Patient Care Coordinators and patients.

Reinventing Outbound
CX Journeys

Reinventing Outbound CX Journeys

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.

Travel at its Finest: Boost Experience and Ensure Bullet-proof Compliance June 11, 1:30 - 2:30 PM - Arrivia

Too many platforms provided too little benefit, leading to missed revenue opportunities, a higher cost profile and risk of customer/partner disappointment. Join Travis Markel, CXO at arrivia, to learn how LiveVox empowered arrivia to relieve technology obstacles, improve customer experiences and ensure compliant operations.

Proactive Outbound: Mitigating risk while Improving Performance June 11, 2:45 - 3:45 PM - TDECU

Risk mitigation and great performance do not have to be in conflict. With Human Call Initiator (HCI), they can go hand in hand. Learn how Texas Dow Employee Credit Union (TDECU) maximizes performance as well as risk mitigation for outbound collections.

How LiveVox Turned Outbound Into a Huge Success for the Great, Big Small Bank June 11, 4:15 - 5:15 PM - First National Bank of Omaha

Learn how LiveVox enabled FNBO to boost outbound productivity while successfully managing complex compliance requirements. Denise Anderson, a seasoned professional with decades of experience in collections, will share the highlights of their journey to an omnichannel, highly personalized experience - and the amazing results.

Rethinking Knowledge Management for the Modern Era of AI-Driven CX June 12, 10:30 - 11:30 AM - Metrigy

Companies have long known the importance of having their data in order, yet many have not established a strong knowledge management discipline. With generative AI’s arrival, a lackadaisical approach is no longer tolerable. In this session, discover the imperative of transitioning from knowledge to AI management—and establishing operational excellence.

The "Proactive Panel": Spot on Outbound June 12, 12:30 - 1:30 PM - Customer Panel

Join our panel of experts discussing all things proactive: From creating the most successful and productive campaigns to mastering the customer journey. How to ensure operational success and keep your agents happy- all the while ensuring compliant operations. Our experts have done it all & are ready to share!

The Benefits of Combining Market Leaders: LiveVox by NICE and CXone June 12, 1:45 - 2:45 PM - Bluestem Brands

1 + 1 = 3! Bluestem has long been benefiting from combining two market leading solutions: NICE CXone for inbound and the strength of LiveVox for outbound. William Powell, seasoned Dialer Manager, will share the operational benefits achieved from a productivity, campaign management, and compliance perspective.

Acing Outbound with a Fully Unified Platform June 12, 3:15 - 4:15 PM - Strategic Link

Strategic Link, a multinational fintech pioneer, implemented a fully unified solution that empowers their outbound focused organization to facilitate omnichannel customer journeys, increases performance and optimizes efficiency. Join COO Jennifer Kuechler as she shares the secret sauce for choosing the right solution, the difference it made and benefits it created.

Mastering Digital
Experiences

Mastering Digital Experiences

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.

Reinventing Healthcare CX: Netsmart's Knowledge Transformation Journey June 11, 1:30 - 2:30 PM - Netsmart

Discover how Netsmart transformed its knowledge management strategy using NICE CXone Expert, delivering personalized, accurate learning experiences that empowered healthcare providers and reinvented the client success journey.

Digitizing Medicaid Experience with AI June 11, 2:45 - 3:45 - Accenture

Join to learn how our personalized, easy-to-use digital journeys on mobile devices enhance engagement for Medicaid members through the use of AI powered customer journey automation or orchestration. We'll share insights from supporting multiple agencies, with up to 70% engagement rates and improvements of 3-4x digital adoption for contextual experiences.

Discussing Digital: Choose Your Channels Wisely June 11, 4:15 - 5:15 PM - Expivia

With CXone platform the choice of channels you want to support is yours. Pick from 30+ pre-integrated channels or expand support using "Bring Your Own Channel" (BYOC) for virtually ANY Channel out there. Explore the benefits of supporting all digital channels on one platform, and hear about how to implement using BYOC. Want to talk digital? Look no further!

How Hyatt delivers tailored Knowledge to Colleagues with CXone Expert June 12, 10:30 - 11:30 AM - Hyatt

With a comprehensive list of "FUNCTIONAL REQUIREMENTS" and tight timeline for a Knowledge solution that would support Hyatt Colleagues during voice calls and chats, Hyatt selected CXone Expert. Learn how this Global Hospitality brand achieved success with after migrating from a long-standing Knowledge Base to CXone Expert as their integrated Knowledge solution within CXone.

From Chatbot to IVR to Social Channels: Lessons on Managing Omnichannel CX June 12, 12:30 - 1:30 PM - Dominion National

Explore this story of how adding chatbot to the existing infrastructure at Dominion National was really a bigger project in how to manage the omnichannel customer experience carefully, in real time, and with data analysis to ensure success or uncover opportunities for improvement.

Accomplishing Cross-channel Digital Conversations: Two Case Studies June 12, 1:45 - 2:45 PM - Virtuoso

The race to support the ever growing number of digital channels often outpaces the ability to create effective digital conversations. Join Virtuoso Consulting as they take a closer look at the similarities and differences in strategy, challenges and measurable success between a college recruiting agency and a home security company. It’s a mashup you don’t want to miss!

Innovate or Fall behind, the Critical Role of Digital CX June 12, 3:15 - 4:15 - Everest

Did you know? Businesses with high levels of customer satisfaction perform better on a range of business initiatives. To accelerate improvements in CX, businesses increasingly focus on deploying digital solutions that benefit both agents and customers. Learn how a cohesive strategy to Digital CX supports management and the barriers to adopting these solutions.

Next-Level
Performance

Next-Level Performance

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.

Breaking Silos and Focusing on the User: Revolutionizing Hyatt’s CXone Performance Management June 11, 1:30 - 2:30 PM - Hyatt

Join us as the Hyatt corporation shares their innovative strategies and proven best practices to foster collaboration, communication, and synergy from the front desk to back-of-house performance operations. This includes insights into user-centric dashboard design, focusing on understanding user needs, preferences and behaviors, implementing feedback, and optimizing usability.

Maximizing Performance Potential from the Comfort of Your La-Z-Boy June 11, 2:45 - 3:45 PM - La-Z-Boy

Grab a seat and hear about how La-Z-Boy uses CXone Performance Management for insights into employee performance with deep-dive metrics and detailed reporting. The session will also cover their gamification initiatives and how employees are motivated to reach their full potential. At La-Z-Boy, they’re leveraging CXone Performance Management for intelligent decision-making into a very comfy future.

Disney’s Magical Performance Management June 11, 4:15 - 5:15 PM - Disney

Disney released the magic of NICE Performance Management with best practices for integrated processes across global locations. Join us to learn about their multipronged approach to agent engagement, KPIs, and employee experience, and turn your workplace into a theme park of performance.

Unveiling PayPal’s Performance Management and Coaching Best Practices June 12, 10:30 - 11:30 AM - PayPal

Join us for an exclusive session with PayPal as they share invaluable knowledge, experience, and proven strategies to elevate your organization’s performance management and coaching. From setting clear objectives to fostering a culture of continuous feedback and growth, discover how to optimize processes, gain actionable insights, and unlock your team’s full potential.

Game Your Way to the Top: Transform Performance Management with Gamification June 12, 12:30 - 1:30 PM - Aberdeen

Join Aberdeen and NICE experts for an engaging session exploring how the synergy between performance management and gamification can unlock next-level performance in today's hybrid, digital era. We’ll discuss the importance of this seamless integration for motivating teams, fostering healthy competition, and elevating performance, while acknowledging each employee’s unique needs.

How to Ensure Introducing AI is a Winner June 12, 3:15 - 4:15 PM - Expivia

AI is the “talk of the town”. You have done your research and you know that AI "done right" can be a game changer. But there so many options - some more obvious than others, and even more ways to execute. Join Tom Laird, CEO of Expivia, he will share his experiences of many successful deployments. Down-to-earth insights on AI and tips for how your business can reap the big benefits everyone is talking about. Please bring your questions!

Next-Level
Performance II

Next-Level Performance II

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.

Level Up Your Strategy: Performance Best Practices June 11, 1:30 - 2:30 PM - Customer Panel

Join us for this enlightening session as we delve into the world of performnace best practices. Our experts from Hyatt, SKYGEN and Equifax will share practical insights, innovative strategies, and success stories on leveraging performance to drive engagement and motivation. From designing compelling challenges to fostering healthy competition, discover how to harness the power of gamification to enhance learning, promote collaboration, and get results. Don't miss this opportunity to level up your strategy and unlock the full potential of your employees.

Leading US Health Insurer WPS Transforms Performance in the Back Office June 11, 2:45 - 3:45 PM - WPS

WPS, a provider of administrative services for the U.S. government and a leading non-profit health insurer, leveraged NICE Performance and Workforce Management to optimize scheduling and capacity planning for back-office teams. Learn how they applied coaching and desktop analytics to new areas, their novel data visualizations, and the role of NICE solutions in employee engagement and capacity optimization.

Key Bank's Strategic Approach to Cloud Adoption June 11, 4:15 - 5:15 PM - Key Bank

This session will explore Key Bank's journey from on-premises systems to NICE Cloud Recording, integrating seamlessly with Google and Ujet solutions. We will discuss the challenges encountered and the critical considerations during the transition. Moreover, we’ll highlight the advantages gained by the bank from this shift, including better services and elevated customer interactions. This session aims to provide actionable knowledge on how entities can successfully shift to cloud-based services and embrace emerging technologies.

Navigating Compliance in an Evolving Digital Age June 12, 10:30 - 11:30 AM - Jackson National

In this session, we unravel the evolving landscape of compliance management in contact centers. Explore the impact of new regulations and discover proactive strategies to stay ahead. Learn how automation and dedicated tools can be your allies in mitigating risks and preserving brand reputation. Gain insights on integrating these technologies effectively to enhance compliance strategies. Don't miss out on this essential guide to navigating the dynamic regulatory environment.

The Journey From On-Prem to CXone June 12, 12:30 - 1:30 PM - Customer Panel

Explore the transition from on-premises solutions to the cloud-based NICE CXone platform in our "The journey From On-Prem to CXone" panel. Industry experts will discuss the benefits and critical considerations of migrating to the cloud, including strategies for minimizing downtime, ensuring data security, and integrating existing systems. Learn about the tools and support available to smooth your transition.

Leveraging Analytics for Enhanced Quality Management June 12, 3:15 - 4:15 PM - Customer Panel

Join our "Leveraging Analytics for Enhanced Quality Management" panel to discover how integrating analytics can transform your quality management processes. Learn how analytics-driven strategies can increase evaluation accuracy, boost team productivity, and ensure your organization focuses on the most critical evaluations.

CX Trends
& Strategies

CX Trends & Strategies

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.

How Are Your Customers Impacted By Your CX Strategy? June 11, 1:30 - 2:30 PM - McGee-Smith Analytics, Panel

Exceptional CX is bigger than the contact center – now, leaders are compelled to shape strategies that include the entire organization. Join this exclusive fireside chat for insights into how to turn trends into CX strategies. Hear from industry analyst, Sheila McGee-Smith, leadership from Hyatt and Johnson Controls, and NICE GM of CXone Expert, Aaron Rice.

Industry Trends to Differentiate with High-Powered AI Experiences June 11, 2:45 - 3:45 PM - IDC

Join Mary Wardley, IDC's Program VP for Customer Care and CRM, along with NICE GM for the CXone Suite, Tim Harris, for a discussion of the latest data and predictions to help prioritize your CX tech investments. While AI dominates trends, not all new technologies are created equally. Learn what separates the hyped-up trends from real results to differentiate your organization’s customer experiences.

The Power of Three in Financial Services June 11, 4:15 - 5:15 PM - NICE, Accenture and Microsoft

Join this panel to discuss the Power of Three partnership with NICE. Come realize the value of Azure cloud around security and efficiencies for the NICE- powered contact center. We will explore the foundation for the contact center of the future. How Gen AI leveraging Open AI is disrupting the traditional AI narrative and why we are uniquely positioned to deliver in this space leveraging the best of each organization.

Agent & Supervisor
Augmentation

Agent & Supervisor Augmentation

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.

Guiding Sales Champions: Elevating Westwood's Insurance Team to Success June 11, 1:30 - 2:30 PM - Westwood

Explore how CXone Supervisor propels Westwood Insurance's sales agents to new heights, ensuring supervisors optimize team performance to attain critical business goals. Uncover the transformative impact of CXone Supervisor as it empowers supervisors to drive sales and enhance productivity, for improved sales.

Plating Perfection: Serving Superior CX with CXone Supervisor at Mom's Meals June 11, 2:45 - 3:45 PM - Mom's Meals

Meet Mom's Meals, the culinary wizards behind home-delivered, medically tailored delights. In this session, Allison will unveil the savory secrets driving their stellar customer experience and empowered supervisors. Discover how Mom's Meals leverages the CXone Supervisor application to streamline supervisors' workflows, enhancing team efficiency to achieve key business objectives.

Slopes to Service: Carving the Path to CX Excellence with CXone Supervisor June 11, 4:15 - 5:15 PM - Alterra Mountain Co

Explore Alterra Mountain Company's transformative approach to enhancing customer experience by empowering their supervisors. Discover the game-changing impact of the CXone Supervisor application in supporting Alterra’s adventure seeking clientele across their diverse portfolio of 16 iconic year-round destinations. Rooted in a profound passion for the mountains, shared with their customers worldwide, Alterra fosters an ethos of excellence which permeates every level of the contact center, starting with their supervisors.

From the Floor Up: How CXone Supervisor Elevated Empire-Today's Service Levels June 12, 10:30 - 11:30 AM - Empire-Today

Discover how Empire-Today, America's largest direct-to-consumer shop-at-home flooring provider, leverages CXone Supervisor to revolutionize their customer service operations. In this session, explore how Empire-Today's supervisors are empowered to make agile and informed decisions in real-time to elevate their CX and meet core business objectives.

Directing FOCUS Where It's Needed Most with CXone Supervisor June 12, 12:30 - 1:30 PM - EyeCare Partners

Join us to explore how EyeCare Partners, committed to making high-quality eye care easy, accessible, and personalized for everyone, utilizes CXone Supervisor to transform their customer service dynamics. Discover how the enhanced focus of EyeCare Partners' supervisors drives elevated CX standards for all.

Transforming Contact Centers: Harnessing AI for Enhanced Agent and Supervisor Experiences June 12, 1:45 - 2:45 PM - Lopez Research

This session will explore the impact of Artificial Intelligence (AI) on transforming the contact center landscape. Focused on optimizing both agent experience and overall team performance management, this session delves into how AI technologies are revolutionizing traditional contact center operations. Through insightful discussions and practical examples, attendees will discover how AI within modern CCaaS apps will enhance agent capabilities, streamlining operations, and driving superior customer experiences. The session will highlight how AI can reshape contact center dynamics, including upskilling agents, transaction guidance, and workforce management optimization.

The Power
of CXone

The Power of CXone

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.

How FedPoint Crossed the Bridge with CXone June 11, 1:30 - 2:30 PM - FedPoint

With a long list of "MUST HAVES" and tight timeline for a FedRAMP-authorized CaaS solution, FedPoint selected CXone. Learn how this benefits administrator for the federal government achieved great success with lightning speed deployment on a unified cloud platform and all the rich omnichannel capabilities they needed.

Unifying Operations: The Cloud Transformation Story at FirstEnergy June 11, 2:45 - 3:45 PM - FirstEnergy

Learn how FirstEnergy achieved scalable success by consolidating technology in the cloud. Join us as we uncover the journey of collaboration between IT and Business, providing insights and strategies for your organization's cloud transformation.

How to Handle the Variable Customer Experience Using a Data-Driven Mindset June 11, 4:15 - 5:15 PM - ICF

Learn how ICF have leveraged data to meet the unique needs of both the customer as well as state and federal agencies.

CXone: The Unified Platform Advantage June 12, 10:30 - 11:30 AM - Customer Panel

Join us for an insightful and dynamic panel discussion where customers share their experiences and insights on the benefits of using multiple aspects of the CXone platform to increase efficiency, reduce costs, improve data visibility, and simplify system management. Don't miss out on this opportunity to gain practical tips and real-world examples that will propel your organization forward.

Want Exponential Improvements? Consolidate Data, Interaction Channels, CX Apps June 12, 12:30 - 1:30 PM - Metrigy

Consolidating on a single CX platform drives workforce efficiencies and business value. In this session, learn why you should leverage a single source of data across all customer interaction channels, AI and analytics platforms, and workforce management applications, based on Metrigy’s research of successful implementations.

Toasting to the Success of Outsourced Agents with CXone June 12, 1:45 - 2:45 PM - Wine Country Gift Baskets

Join Jeff Fawcett as he shares his agent outsourcing journey and how CXone helped agents in other corners of the world deliver exceptional experiences to customers. Jeff will talk about his personal experience with this endeavor and the surprise benefits he unconvered with CXone.

Rise Up to The CXone Cloud: Behind the Scenes of a CX Transformation June 12, 3:15 - 4:15 PM - Johnson Controls

Ready to streamline CX and leap lightyears ahead? Join us to learn about Johnson Controls' strategic path to transform operations and elevate customer satisfaction using NICE CXone's comprehensive platform. This powerful “behind-the-scenes” session will show how their team leverages AI, advanced analytics, and seamless integrations to revolutionize customer journeys.

The Power
of CXone II

The power of CXone II

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.

Connecting Thousands of Employees in Hundreds of Offices June 12, 10:30 - 11:30 AM - Banco do Brasil - BB

Explore how Banco do Brasil uses NICE CXone to connect hundreds of offices and thousands of employees all over Brazil, by rolling out CXone integrating siloed systems, unify channels, and consolidate data arming employees across 26 Brazilian states with 360-degree insight into 80+ million customer journeys. The results? Stellar! In just a few months CXone reduced call abandonment rates by over 70%, while NPS grew by 10%. Join Silvio Sznifer, IT Solution Manager at BB, sharing the why, what, and how of CXone "XXL".

Helping Communities Thrive: How United Way CT Builds Resilience with CXone June 12, 12:30 - 1:30 PM - United Way CT

With a mission focused on trusted partnerships and innovative solutions, United Way of Connecticut contact centers rely on rapid scalability, remote work support, efficient client connections, and reliable crisis response capabilities to support its communities. Hear how this non-profit maximizes benefits for its 211 and Care4Kids services with CXone.

How Google ChromeOS and NICE CXone Deliver Value to Customers June 12, 1:45 - 2:45 PM - Google, Expivia, Triple Impact

Join your peers in a discussion on how the combined power of Google ChromeOS with NICE CXone is helping businesses reduce their IT burden while excelling at delivering modern customer experiences.

Healthcare Case Study: Developing a Successful CX Innovation Strategy June 12, 3:15 - 4:15 PM - Concentrix

Using technology to deliver customer satisfaction first requires getting the right people in the room to define the organizational strategy. Listen to this story about how changing the conversation from an IT procurement to a CX strategy plan delivered success for a major healthcare provider.

Workforce Engagement
Excellence

Workforce Engagement Excellence

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.

Gain Efficiencies Expanding WFM To Multiple LoBs Across Regions June 11, 1:30 - 2:30 PM - Chewy, DiDi, PayPal

Interested in reducing manual processes and gaining administrative efficiencies while engaging teams and building trust? Join Chewy, DiDi and PayPal as they discuss how they expanded WFM and EEM to multiple LoBs, some outside the contact center. Explore how to move quickly, create efficiencies, and be agile while expanding WFM practices across multiple regions.

Caring for and Retaining Agents in the Age of AI June 11, 2:45 - 3:45 PM - Forrester

Generative AI and automation technologies are transforming the work landscape. Self-service options and bots handle simpler issues, while agents handle more complex customer interactions. How do we support and retain agents in this environment? Join Max Ball from Forrester to explore contact center trends, best practices for supporting agents, and innovative workforce engagement management solutions and practices.

Empower Employees and Reduce Workload with Automation June 11, 4:15 - 5:15 PM - ElevanceHealth, FNBO, GoHealth

Building trust is crucial to every organization’s success. Employee Engagement Manager (EEM) has helped leading organizations like ElevanceHealth, First National Bank of Omaha, and GoHealth streamline workforce management and boost employee satisfaction through intelligent automation. Join us for a peek at the EEM application and learn how other organizations are using it to build trust, reduce WFM admin tasks, and optimize schedules to meet service level objectives. This panel will cover real methods and actual results for better intraday management, real-time alerting, and increased engagement. You can drive a more efficient and engaged workforce and enhance NPS in the process.

Seven Disciplines to Improve Cost Center Operations with CXone WFM June 12, 10:30 - 11:30 AM - IBM

How was IBM able to transform its contact center operations? By utilizing NICE CXone Workforce and Performance Management to enhance their contact center operations significantly. Discover how to leverage AI forecasting, streamline administrative tasks and bring best practices that keep the customer experience as the number one priority. Join Lynda McOwen from IBM as they share tips and tricks for managing your contact center better.

Award Winning WFM Practices Enabled by NICE Migration Success June 12, 12:30 - 1:30 PM - ResultsCX

Discover how ResultsCX organization migrated from on-prem solution to scalable cloud solution. This session will showcase their strategic use of several tools within NICE’s suite including the AI forecasting, NICE EEM, along with adv WFM suite to max out ROI via VRS. Learn how leveraging these technologies alongside agile agent practices propelled their 24/7 business process outsourcing services to new heights of efficiency, accuracy, and client satisfaction.

True to Interval (TTI): Ride the New Digital WFM Wave with Us June 12, 1:45 - 2:45 PM - Dutch Railways, Windstream

Is it TMI? No! It’s TTI. Traditional WFM struggles with asynchronous work. NICE breaks through these challenges with True to Interval (TTI)—the next leap in effective workforce management. Join our early TTI adopters, Dutch Railways, Lands’ End and Windstream as they share what TTI is, learn how it compares to traditional WFM practices, and pick up tips and best practices for transitioning to TTI.

WFM Power-Hour: Getting the Most out of NICE IEX June 12, 3:15 - 4:15 PM - AAA, Conduent, PHI an Exelon company

Discover best practices and alternative approaches to common WFM challenges, from leveraging Webstation and SmartSync to innovative uses of Personnel Planner and ESP. Learn how tapping into the NUG community and VRS can amplify your success. This session features female WFM leaders from AAA, Conduent and PHI, an Exelon company, and their expertise in navigating WFM complexities. Come glean new insights into forecasting, scheduling, budgeting, policy adaptation and more!

Government: Seamless
Citizen Experiences

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.

A Digital Front Door to Government for a New Frictionless Citizen Experience June 11, 1:30 - 2:30 PM - NICE

Explore how governments revolutionize service accessibility through modernization and digitization, aiming for seamless citizen experiences. Learn how with cutting-edge technologies like automation and Generative AI, governments can establish an integrated digital ‘front door’ for citizen services, to simplify interactions, reduce confusion and enhance efficiency. Join us to delve into the future of citizen engagement and service delivery.

Efficient Workforce Strategies: Lessons from the City of Fort Worth June 11, 2:45 - 3:45 PM - NICE

The City of Fort Worth manages a contact center that provides various services to both citizens and businesses. In response to the city’s rapid and continuous expansion, the customer service team actively seeks ways to enhance their operations. Collaborating with NICE Value Realization Services (VRS), the City successfully integrated between its workforce management and payroll processes, resulting in significant time savings for agents and supervisors. Notably, improvements were made in scheduling, especially related to bilingual access and policy transparency.

Transitioning Our Government Contact Center from Site-Based to Cloud June 11, 4:15 - 5:15 PM - Contra Costa County

Navigating the transition from a site-based to a cloud-based contact center in a government setting, presented significant hurdles. In our county, with a recently established contact center and an outdated PBX system, embracing the cloud became inevitable. NICE facilitated a smooth conversion, but complexities arose in understanding our setup, personnel responsibilities, and tackling high abandonment rates. After a year of dissecting operations, we successfully implemented tailored call flows. Now, armed with valuable insights, we tackle new challenges with confidence.

Healthcare: Transforming
Patient Experiences

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!

Creating Magic Customer Moments in Healthcare June 12, 10:30 - 11:30 AM - Accenture

Embark on a journey through patient service evolution where simplicity meets AI. Accenture reveals AI's efficiency, harmonizing with human empathy in Healthcare service operations. Discover the synergy of technology and empathy, leveraging AI tools for personalized interactions, available for you today, with: event-based outreach, multi-day journey automation, quality automation, conversational experiences, workforce management, and real-time translations.

Deepening Patient Bonds via a Smart Outreach Initiative June 12, 12:30 - 1:30 PM - VGM Homelink's

VGM Homelink, dedicated to personalized care, is the USA's largest provider of ancillary healthcare services for injured workers, including services such as medical transportation and durable medical equipment. Choosing NICE to proactively engage and automate customer journeys, they saw a 12% decrease in turnaround time and a 35% surge in hourly order output. In this session, you'll discover their success journey, as well as future plans, from VGM Homelink’s VP of IT Operations.

Optimizing Operations for Seamless Patient Engagement June 12, 1:45 - 2:45 PM - One Medical

Join this session to hear how over the past 3.5 years, One Medical's contact center underwent a transformative journey with NICE, reducing call volumes by 125k yearly and boosting efficiency by 25%. They integrated workforce tools like WFM, PM, and QM seamlessly with their time management and workday solutions, alongside implementation of NICE's Interaction Analytics and Feedback Management. They’ve also embraced chat solutions and have ambitious plans to enhance patient experiences using advanced AI solutions. This journey showcases technology's transformative impact in healthcare. As they innovate further, patients can expect an even smoother, more personalized experience.

Data-driven Insights Fuel Enhanced Sales & Service June 12, 3:15 - 4:15 PM - GoHealth

GoHealth elevated its service and sales operations, seamlessly surpassing consumer and provider expectations through strategic data-driven optimization and advanced analytics. This approach significantly improved workforce management and agent engagement, leading to enhanced agent experiences, increased productivity, improved service and reduced operational costs. With agents providing clearer and more accessible Medicare and provider choices to consumers, GoHealth also improved sales outcomes. These data-driven practices make GoHealth a model for all seeking to optimize their contact centers for improved patient and provider experiences.

AI-Driven Customer
Analytics

AI-Driven Customer Analytics

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.

Winning the CX Jackpot with Data-driven Analytics Storytelling June 11, 1:30 - 2:30 PM - Panel

To achieve CX success, organizations must not only access vast data but also leverage it to tell actionable, relatable stories about their business. Join this expert leadership panel as they discuss harnessing data in analytics programs for strategic initiatives to optimize performance. Learn how their data-centric approach simplifies complex decision-making with meaningful automated insights. Attendees will gain best practices driving CSAT, optimizing efficiencies, and effectively communicating the analysis.

Transforming Quality into Voice Intelligence June 11, 2:45 - 3:45 PM - Realtor.com

Realtor.com has spent the last 2 years transforming its view of Consumer Experience Quality from a compliance-only focus to a forward-thinking, data-backed analysis that not only ensures compliance but identifies ways to drive revenue.

Key Practices of Successful CX Brands for Making AI a Force Multiplier June 11, 4:15 - 5:15 - Metrigy

When companies strategically implement AI and analytics, they find exponential improvements in their business metric improvements—35% reduction in after-call work and 29% drop in AHT, for example. Learn from Metrigy’s research what successful companies do to achieve these results and where unsuccessful companies are lagging.

3 Key Ways to Leverage Interaction Analytics to Drive Operational Change June 12, 10:30 - 11:30 AM - Consumer Cellular

Join us as we embark on a journey into data-driven insights, where every interaction becomes a potential source of transformative change. Through this platform, we uncover hidden patterns, identify trends, and extract invaluable insights, enabling us to optimize our operations and elevate the customer experience. In this presentation we will cover important considerations on platform setup, engaging stakeholders, platform administration and examples of positive changes to the contact center operation.

Sony’s Strategies for Meaningful Engagement and Improved Survey Response Rates June 12, 12:30 - 1:30 PM - Sony

Discover how Sony’s transformative journey to standardize their Voice of the Customer practices helped to enhance customer connection and boost response rates. Join Sony’s leadership team to witness firsthand how they turned the tide on stagnant response rates, propelling them from a mere 3% to an awe-inspiring 40% response rate and beyond, all through the power of CXone Feedback Management.

Leaving Nothing to Chance: How Organizations Harness Interaction Analytics for Success June 12, 1:45 - 2:45 PM - Panel

Discover how organizations use Interaction Analytics to measure and unveil insights that fuel enhancements to customer experience (CX). Gain invaluable insights into how businesses utilize Interaction Analytics to understand their customers' needs, requirements, and equip their agents to provide exceptional CX. Rather than leaving outcomes to chance, these technologies measure the metrics that matter, allowing organizations to make informed decisions, recommendations and optimize customer experiences systematically.

CX Education
Masterclass I

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.

Custom Evaluation Forms in CXone QM June 11, 1:30 - 2:30 PM -

It's all about the forms! Join us as we help you learn techniques in creating unique evaluation forms, discover best practices as you plan for and create your own forms.

CXone Gamification for Enhanced Employee Experiences June 11, 2:45 - 3:45 PM -

Explore the advantages of game-based performance management for boosting engagement and productivity, along with case-studies illustrating how CXone Gamification has transformed outcomes for leading players.

CXone IA Common Misconceptions and Use-cases June 11, 4:15 - 5:15 PM -

Dig deep in this discussion of what Interaction Analytics is vs. what it's not. Hang on as we dive into unique use-cases to help you leverage Interaction Analytics for success.

CXone Reporting Tips and Tricks June 12, 10:30 - 11:30 AM -

Bring your questions and learn from the experts as we show you the most commonly used reports and reporting Tips and Tricks.

CXone Studio Tips and Tricks June 12, 12:30 - 1:30 PM -

Put on your seatbelt as we discuss the search capabilities in Studio IB call simulator, including Trace output property deep-dives.

Integrating CXone with Multi-ACD Environments June 12, 1:45 - 2:45 PM -

Whether you're new to CXone or looking to optimize your existing setup, Join us as we delve into the seamless integration of CXone with multi-ACD environments. Gain practical insights on implementation strategies, best practices, and real-world use-cases to maximize the benefits of this integration for your organization.

Telling a Story with CXone Dashboards June 12, 3:15 - 4:15 PM -

Ever wondered if there is a right or wrong way to build a dashboard? Join us as we show you a whole new powerful app using real-time and historical data that empowers every user to tell their story.

CX Education
Masterclass II

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.

Back-Office Workforce Management ExplainedJune 11, 1:30 - 2:30 PM -

NICE Back Office WFM solution is designed to handle the challenges of the most complex back-office processing environments. In this session, we will cover WFM features and the many benefits it can bring to your back-office organization.

Beyond Data: Transforming Insights into Strategic ActionJune 11, 2:45 - 3:45 PM -

Learn how to convert your data siloes into a comprehensive customer journey analysis. Through use-cases like intraday analysis, we illustrate a holistic view across touchpoints, and how agent behavior analysis can pivot strategies from “gut-based” and reactionary, to insight-driven. Ideal for leaders ready to transform insights into action.

Bridging Silos for Unified Digital-First CXJune 11, 4:15 - 5:15 PM -

Whether you're deep in data, spearheading CX or driving digital growth, this session invites you to envision shifts within your domain and foster cross-specialty collaboration for a seamless digital-first CX. Discover how to assess your maturity and leverage diverse expertise for a holistic customer experience.

Efficiency Unleashed: Accelerating Evaluation Times with Structured Queries and Auto-SuggestJune 12, 10:30 - 11:30 AM -

Discover how structured queries and the auto-suggest features revolutionize shorten the evaluation processes by retrieving pertinent data and scoring agent performance. This session will showcase the methodologies, best practices, and real-world applications for building and implementing queries for the Quality Central evaluation process.

Enlightened Insights: Leveraging Enlighten Metrics for Enhanced AnalyticsJune 12, 12:30 - 1:30 PM -

Understand how to leverage Enlighten’s behavior metrics to measure and elevate agent performance effectively. Learn to integrate Enlighten soft skills metrics seamlessly into your analytic reports and dashboards to gain deeper insights into customer satisfaction within your organization.

Maximizing Reporting in NICE Quality Central: How to Get to the Data you WantJune 12, 1:45 - 2:45 PM -

Learn about the most commonly used reports in NICE Quality Central. With a focus on quality reports, our experts will help you identify the best templates for your business needs.

NICE IEX WFM and EEM Moving Forward Together!June 12, 3:15 - 4:15 PM -

Learn how EEM is bringing added short-term staffing optimization functionality to where WFM (RCP and WebStation) leaves off. Get excited about features available today, including automated swaps, absence requests, extra hours/time off requests, and get ready for the ones coming up tomorrow, including Time Off Allotment validation.

CX Innovation
In Action

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.

Best Practices to Close the Gap Between Gen AI’s Promise and Reality June 11, 1:30 - 2:30 PM - NICE

Operationalizing generative AI to achieve business value requires a comprehensive approach, including leveraging best-fit LLMs, Enlighten models, and automated prompt guidance on an interactions-centric platform. Join this session for best practices and pitfalls to applying gen AI to real-world CX challenges like automating customer experience analytics, evaluation forms, and coaching plans.

Going with the Flow: Data and Workflows on CXone’s Open Cloud Platform June 11, 2:45 - 3:45 PM - NICE

Whether you are on-premise now, considering a move to the cloud, or already deep into cloud computing, this session will offer something for everyone. Learn how to share data to and from our native open cloud while making our platform perfect for your environment with workflows, dashboards, and APIs.

How Hyper Awareness Enriches GenAI in Enlighten Copilot, Autopilot, and Actions June 11, 4:15 - 5:15 PM - NICE

Are you adopting generative AI to uplevel the experiences of your consumers and employees alike? During this session, we demo how generative AI is making an impact for automation, augmentation, and analysis in the contact center and explain how contextual memory can create hyper awareness in our flagship AI-powered solutions, Enlighten Copilot, Autopilot, and Actions, to drive better insights and outcomes across your Contact Center.

How Does WFM Work in a Digital World? Introducing True to Interval (TTI) June 12, 10:30 - 11:30 AM - NICE

How can you extend skill-based routing economies of scale into digital channels? How can you address the challenges of blending digital asynchronous work with synchronous work? NICE invented True to Interval (TTI) to transform workforce management in today’s digital age and drive operational efficiency across the contact center and back office. Attend this session with Mark Durrant, WFM Product Manager, and learn how to gain cross-departmental efficiencies and improve bottom-line performance.

Show & Tell: Unlock Better Bot Answers with Enlighten AI June 12, 12:30 - 1:30 PM - NICE

During this session, we'll show you how AI-powered bots can enable your brand's websites and apps to give better answers with Enlighten Autopilot Knowledge. Using a powerful generative AI virtual agent interface, Autopilot Knowledge provides personally tailored answers and responses derived from your knowledge articles. Learn how to cultivate your knowledge base and configure a comprehensive webchat experience to increase customer satisfaction, reduce handle times, and increase fulfillment rates with self-service through personalized answers to any customer inquiry. 

Knowledge and GenAI – What has it Achieved? What Remains to Be Done? June 12, 1:45 - 2:45 PM - NICE

It has been one year since Generative AI (GenAI) transformed Knowledge Management (KM). Join Aaron Rice as he dives into GenAI's current technical state, model selection rationale, where it excels in knowledge management, persistent challenges, and what remains to unlock its full potential.

Driving Improved Human Conversations with AI June 12, 3:15 - 4:15 PM - NICE

Accent matching, noise cancellation, voice quality metrics, universal call branding, and more. NICE has it all when it comes to delivering the best call experiences for agents and customers. Join this demo and discussion session that discusses the many useful tools you can put into place to ensure that your voice channel delivers on the CX promise customers expect.

* Best practices agenda is continually updated and subject to change.

GET A
JUMP START
ON LEARNING!

Complement your experience with Interactions.edu 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 16 Interactions.edu tracks, including:

Club One Academy for CX Leaders

CXone Supervisor - Solve for Challenges in the Digital Era

June 10, 10:00-11:45 AM

CXone Supervisor Basic Training: Lay the foundation with essential skills every supervisor needs to succeed.

Increase Visibility and Performance with Data Visualization and Gamification

June 10, 1:00-2:45 PM

CXone Performance Management (PM) for Supervisors: Drive your team’s performance to the maximum and optimize your team's productivity with dedicated training on Dashboard, Reporting & Gamification.

Build Quality and Coaching Programs for Success

June 10, 3:15-5:00 PM

CXone Quality Management (QM) for Supervisors: Delve into the world of QM and Coaching to learn how to maintain top-notch quality in your team's performance.

CXone ACD

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/Adv

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.

*Agenda subject to change

Download full EDU Agenda

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
CEO
NICE

Barry Cooper
President of CX
NICE

Jessica White
SVP Global Property
& Guest Services

Hyatt

Roger Brewer
Director, Tools
and Technology

Sony Electronics

Jeremy Markey
Director of Workforce
Engagement

Hunter Douglas

Sarah Ross
Senior Director
Contact Center

The Standard

ANALYST Perspectives

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

Sign up for your 1:1 Consultation

Max
Ball

Principal
Analyst

Mary
Wardley

Program
Vice President

Mila
D’Antonio

Principal
Analyst

David
Myron

Principal
Analyst

Sheila
McGee-Smith

President &
Principal Analyst

Omer
Minkara

Vice President &
Principal Analyst

Robin
Gareiss

CEO &
Principal Analyst

Beth
Schultz

VP of Research &
Principal Analyst

Dan
Miller

Lead Analyst &
Founder

Derek
TOP

Senior Analyst &
Research Director

Amy
Stapleton

Senior
Analyst

Donna
Fluss

CEO &
Principal Analyst

Maribel
Lopez

Founder,
Industry Analyst

David
Rickard

Partner

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Sponsors

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