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.
Learn
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.
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
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.
*Agenda subject to change
Explore
our Track
Topics
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.
Excellence
Analytics
Journeys
CXone
Done Right
Augmentation
Excellence
Experiences
Performance
In Action
Emerging Trends
Patient Experiences
Citizen Experiences
Masterclass I
Masterclass II
Compliance
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 15 Interactions.edu 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 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 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.
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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: 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.
ANALYST PERSPECTIVES
Join top industry analysts as they discuss the latest trends and hot topics in CX.
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
Dan
Miller
Lead Analyst &
Founder
Derek
TOP
Senior Analyst &
Research Director
Donna
Fluss
CEO &
Principal Analyst
Maribel
Lopez
Founder,
Industry Analyst
David
Rickard
Partner
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.
CX Excellence Awards
It’s Your Time to Shine!
There’s been a lot of buzz about the amazing CX success stories of 2023, and you’re invited to step into the spotlight in 2024. NICE is celebrating customers’ hard work on the industry’s biggest stage during Interactions 2024.
Click the link below to learn more and apply today.
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!
Registration fees
Fees apply to payments received prior to the indicated deadlines:
Early Bird
Expiration March 29, 2024
$995| $1150incl EDU
Regular Rate
Expiration May 24, 2024
$1295| $1495incl EDU
Last Chance
Expiration June 10, 2024
$1550| $1750incl EDU