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.

Transforming Quality into Voice Intelligence - 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. Join this session and learn about this new approach, called Voice Intelligence, that had a strategic impact on their business.

Turning Complaints into Customer Success with AI - 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.

Driving Contact Center Excellence Through AI-Powered Performance Coaching and Analytics - 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.

Open Network Exchange Cruises into Next-Gen QA with Enlighten AI - ONE

ONE implemented Enlighten AI with its more than 1,000 agents globally and began monitoring 100% of its customer interactions. Enlighten AI unlocks the ability to correlate specific agent behaviors with higher customer sentiment ratings, providing a roadmap for improvement. ONE started with four specific agent behaviors—demonstrating ownership, active listening, building rapport, and effective questioning—to better understand how those behaviors are tied to customer frustration, sentiment, and silent time during interactions. Within 90 days of implementation, the company had shifted the way it coaches its agents, saving a significant amount of time in the process.

A Journey Towards Customer-Centricity - 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.

Unlocking Success: Empowering Teams with Enlighten AI and Real-Time Interaction Guidance - Kaiser

Join us for the transformative journey of Kaiser Permanente Northern California Pharmacy’s Call Center. Discover how they 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 to measuring tangible results. Delve into the challenges overcome, the innovative solutions employed, and the best practices that paved the way for a successful adoption and remarkable return on investment. Don't miss this opportunity to learn from real-world experiences and embark on your own path to success!

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.

How Chatting with Chatbot Can Improve Customer Experience - Dominion National

Learn how Dominion National use chat to improved their customer service, and how they continue to set the standard in a way that engages customers, employees and brings home cost savings and increased customer satisfaction for the business. It's sure to be a riveting chat!

Mind the experience gap with AI - 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 they are planning next!

Transforming Customer Service with Conversational AI: Sony's Journey to Intelligent Self-Service - 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.

Turning Vacation Visions into Reality with Conversational AI - 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.

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.

Acing Outbound with a Fully Unified Platform - 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.

How LiveVox Turned Outbound Into a Huge Success for the Great, Big Small Bank - 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.

Reinventing Healthcare CX: Netsmart's Knowledge Transformation Journe

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.

Transforming Patient Engagement: How VGM Homelink reshaped their business with proactive engagement - 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 their operational processes and elevate the quality of engagements between Patient Care Coordinators and patients.

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 - 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.

Disney’s Magical Performance Management - 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.

Data-Driven Insights Enhance CX Leadership - Datavant

Datavant, a leader in data logistics for healthcare, embarked on a transformative journey in May 2023, integrating NICE CXone Feedback Management to elevate its customer experience. By leveraging Feedback Management and its advanced analytics and seamless integrations, Datavant identified key areas for enhancement and proactively improved client satisfaction. By integrating survey data with internal metrics, Datavant discerned trends and set strategic goals, propelling itself as a customer-centric industry leader.

Maximizing Performance Potential from the Comfort of Your La-Z-y Boy

Diverse domain experts will share practical insights, innovative strategies, and success stories on driving engagement and motivation. Discover how performance management and gamification best practices can enhance learning, promote collaboration, and ensure continual excellence. Don't miss this opportunity to level up with NICE Performance Management.

Unveiling PayPal’s Performance Management Best Practices - 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. 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.

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.

Directing FOCUS Where It's Needed Most with CXone Supervisor - EyeCare Partners

Join us to explore how EyeCare Partners, committed to making high-quality eye care easy, accessible, and personalized for everyone, utilizes the CXone Supervisor application to transform their customer service dynamics. Discover how CXone Supervisor empowers EyeCare Partners' supervisors to effectively direct their focus where it's needed most in real-time, driving enhanced CX and elevating eye care standards for all.

Guiding Sales Champions: Elevating Westwood's Insurance Team to Success - Westwood

Explore how CXone Supervisor propels Westwood Insurance Team'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, ultimately leading their team to success in the competitive insurance market.

Plating Perfection: Serving Superior CX with CXone Supervisor at Mom's Meal

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 - 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 - Empire-Today

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

Join this track to discover how the industry's most comprehensive, AI-powered CX open cloud platform, CXone, can propel your business to game-changing results and eliminate barriers hindering your growth. Gain insights from CX leaders who leverage CXone as the cornerstone of innovation, flexibility, scalability, and agility needed to adapt to evolving customer demands and market dynamics.

Conversational Intelligence: How to Deliver Unparalleled Customer Experience - UMB Bank

Discover how leveraging conversational intelligence enriches customer interactions, drives cost savings, and boosts CSAT. Uncover strategies to capture valuable data, improve agent retention, and enhance the overall customer experience in this UMB Bank session. Optimize your contact center operations and exceed customer expectations!

CXone: The Unified Platform Advantage - customer panel

Are you juggling multiple point solutions and vendor relationships to manage different aspects of customer experience? Uncovering outdated legacy applications or overwhelmed by data silos and integration headaches? This session explores the power of using a unified CX platform. Our panel discusses their experiences of transitioning from point solutions or expanding on a single platform, achieving significant cost savings and operational efficiency.

How Fedpoint crossed the bridge with CXone - 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.

How to Handle the Variable Customer Experience Using a Data-Driven Mindset - ICF

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

Unifying Technology: The Cloud Transformation Story at FirstEnergy - 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.

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.

Award Winning WFM Practices Enabled by NICE Migration Success - ResultsCX

Discover how The ResultsCX organization with long tenure partnership with NICE migrated from on-prem solution to scalable cloud solution that has provided for benefits to drive the value and ROI. This session will showcase their strategic use of several tools within NICE’s suite including the AI/ML forecasting, NICE EEM, along with adv WFM suite to max out ROI via NICE Value Realization Services (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.

Seven Disciplines to Improve Cost Center Operations with CXone WFM - 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 Mary Ann Munoz and Lynda McOwen from IBM as they share tips and tricks for managing your contact center better.

WFM Power-Hour: Tips & Tricks for Getting the Most out of NICE IEX - 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!

True to Interval (TTI): Ride the New Digital WFM Wave with Us - 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.

Empower Your Employees with Intelligent Automation While Reducing Your Workload - 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.

Expanding WFM To Multiple LoBs Across the Globe - DiDi, PayPal

Organizations are increasingly turning to workforce management to increase planning accuracy, reduce manual processes, and save administrative time. In this session, DiDi and PayPal will discuss how they expanded WFM to multiple lines of businesses, including LoBs outside the contact center. Explore how to move quickly, create efficiencies, and be agile while expanding WFM practices across the organization and multiple regions. They’ll share how they reduced manual processes and gained administrative efficiencies and provide insights into how you can engage teams and build trust within the entire organization across all regions.

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 - 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

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.

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!

Data-driven Insights Fuel Enhanced Sales & Service - GoHealth

GoHealth elevated its sale center 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.

Optimizing Operations for Seamless Patient Engagement - 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.

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.

Sony’s Strategies for Meaningful Engagement and 40%+ Improved Response Rates - 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.

3 Key Ways to Leverage Interaction Analytics to Drive Operational Change - 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.

Driving Interaction Analytics into the Future - Fifth Third Bank

In this session, you will be led on a journey of how Interaction Analytics has helped transform the data available to leaders across the Bank. Over the last year, Fifth Third Bank participated in a PoC with AutoSummary and had the opportunity to get into this ground-breaking AI from the beginning. Behind the scenes insights will be shared from this innovative technology including real-life examples of how it can help your analytics programs do more with less effort. Don’t miss this opportunity to learn how Interaction Analytics and AutoSummary can transform your customer experience.

Winning the CX Jackpot with Data-driven Analytics Storytelling - 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.

Leaving Nothing to Chance: How Organizations Harness Interaction Analytics for Success - 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.

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

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

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

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

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

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

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

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.

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 Explained

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 Action

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 CX

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-Suggest

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 Analytics

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 Want

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!

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.