What’s next for digital CX? Learn from experts on the cutting edge.

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Presenting:

Jane Cummins
Head of Strategy & Change, Direct Service, AIB

Join NICE for a 3-day online deep dive into the current and future state of digital CX. During the event, you’ll learn from industry thought leaders, as well as the experts driving innovation at NICE and the customers who have harnessed these innovations to deliver exceptional customer experiences.

On the agenda at Digital CX Week:



Tuesday, September 27

CXi: The Next Frontier - 11:00 AM EDT

Digital is already part of your CX strategy, but are your digital solutions capturing your customer’s full journey? Or are there blind spots in your understanding of their experience? John Willcutts will share a holistic vision for managing all customer interactions throughout their journey on a single, data-driven platform, and will invite you to consider what digital CX solutions should look like when they are built with this complete picture in mind.


John Willcutts
Vice President of Digital Solutions
NICE CXone


Welcome to the Advanced Digital Ecosystem - 11:20 AM EDT

Opus Research survey findings show that, although enterprise decisionmakers recognize that their customers and prospects increasingly contact them through digital channels, companies consistently underutilize conversational and digital interaction data that could be key to improving those digital experiences. Join Dan Miller, Elizabeth Tobey, and Derek Top as they discuss how you can leverage your company’s existing people, technology, and data in order to:

  • Transform self-service into customer empowerment opportunities
  • Listen to and understand customer conversations to provide better experiences
  • Identify gaps and overcome siloes to benefit from advanced digital initiatives
  • Meet customers whenever, wherever, and however they want


Dan Miller Derek Top Elizabeth Tobey
Lead Analyst & Founder Sr Analyst & Research Director Head of Marketing, Digital Solutions
Opus Research Opus Research NICE




Wednesday, September 28

Imagine the Possibilities: The Future State of Your Customer Journey - 11:00 AM EDT

The idea of a single, data-driven platform that captures the entire customer journey may sound farfetched, but this session will demonstrate that not only is it feasible; it’s a reality. You’ll visualize what a streamlined, comprehensive platform, built on the power of data, AI, and analytics, would look like for your customers and your business as we follow a consumer interacting with a brand for different reasons over time.


Kevin Lee
Global Head of Sales and Digital Strategy
NICE


Knowledge Done Right - 11:50 AM EDT

We’ll interview Splunk to learn about their selection and implementation of a new knowledge management system. They’ll touch on common pitfalls in knowledge management and walk you through why they needed a new solution, how they chose and implemented a new system, and the ROI they’ve seen as a result.


Jennifer Swallow Kaye Chapman Aaron Rice
Senior Technical Content Manager Customer Journey Content Creator Vice President, CXone Expert
Splunk Splunk NICE CXone




Thursday, September 29

The Joy of Proactive - 11:00 AM EDT

Dr. Mark Smith, General Manager at CXone ContactEngine, and Dr. Nicola Millard, Principal Innovation Partner at BT Group, will sit down to dispel common misconceptions about what it means to implement proactive customer care and discuss how to avoid accidentally overwhelming your call center. They’ll share how proactive, if done properly, can be truly transformative to your bottom line and put a smile on everyone’s face!


Dr. Nicola Millard Dr. Mark K. Smith
Principal Innovation Partner Founder & CEO
BT CXone ContactEngine


Taking the Next Step - 11:50 AM EDT

Connect the dots between what you’ve learned so far and what you can do next. You’ll have the opportunity for final Q&A, and you’ll learn how implementing all the insight you’ve gained in the previous sessions might be easier than you think.


Kevin Lee
Global Head of Sales and Digital Strategy
NICE

Register here

Lorem ipsum dolor sit amet, consectetur adipisicing elit. Voluptate aperiam, est temporibus esse quisquam incidunt reprehenderit veniam mollitia inventore voluptatibus non assumenda tempora, dolorum fugit modi quam a magni, maxime.