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What’s next for digital CX? Learn from experts on the cutting edge.
The sessions from Digital CX Week 2022 are now available to stream on-demand. Register to 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.
CXi: The Next Frontier
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? NICE’s VP of Digital Solutions, John Willcutts, shares a holistic vision for managing all customer interactions throughout their journey on a single, data-driven platform, and invites 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
Opus 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. In this session, experts from Opus Research and NICE 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, and meet customers whenever, wherever, and however they want.
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| Dan Miller | Derek Top | Elizabeth Tobey |
| Lead Analyst & Founder | Sr Analyst & Research Director | Head of Marketing, Digital Solutions |
| Opus Research | Opus Research | NICE |
Imagine the Possibilities: The Future State of Your Customer Journey
The idea of a single, data-driven platform that captures the entire customer journey may sound farfetched, but in this immersive demo, NICE’s Global Head of Digital Strategy, Kevin Lee shows that not only is it feasible; it’s a reality. In this session, we 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 you follow a consumer interacting with a brand for different reasons over time.
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| Kevin Lee |
| Global Head of Sales and Digital Strategy |
| NICE |
Knowledge Done Right
Aaron Rice of CXone Expert interviews representatives from Splunk Lantern about their journey to create the Splunk Lantern customer success center and everything they learned in the process. Splunk Lantern shares valuable insights into how keeping a customer-centric perspective and using tools that made the process easier and more efficient allowed their small but mighty team to build an incredibly successful knowledge management system.
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| Jennifer Swallow | Kaye Chapman | Aaron Rice |
| Senior Technical Content Manager | Customer Journey Content Creator | Vice President, CXone Expert |
| Splunk | Splunk | NICE CXone |
The Joy of Proactive
Dr. Mark Smith, General Manager at ContactEngine, and Dr. Nicola Millard, Principal Innovation Partner at BT, sit down to dispel common misconceptions about what it means to implement proactive, AI-driven customer care and discuss how to avoid accidentally overwhelming your call center. They share how proactive, if done properly, can be truly transformative to your bottom line and put a smile on everyone’s face!
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| Dr. Nicola Millard | Dr. Mark K. Smith |
| Principal Innovation Partner | Founder & CEO |
| BT | CXone ContactEngine |
Taking the Next Step
In this final wrap-up session and Q&A, NICE’s Global Head of Digital Strategy, Kevin Lee, answers thoughtful audience questions like how to get started with digital if you feel your company is technologically behind, and how businesses pursuing a digital-first strategy can accommodate customers who prefer voice over digital channels. He helps audience members connect the dots between the insights of the previous sessions and what they can do next.
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| Kevin Lee |
| Global Head of Sales and Digital Strategy |
| NICE |