Agenda - June 6 2017
| 2017
Customer Conference
June 6, London, UK
Agenda - June 6 2017
Registration & Refreshments
08:30 - 9:15
GENERAL SESSION
Welcome & Opening: John O'Hara, President, NICE EMEA
9:15 - 10:15
Barak Eilam, Chief Executive Officer, NICE
Miki Migdal, President Enterprise Product Group, NICE
Brett Theisen, Senior Vice President Global Channels, inContact
10:15 - 10:40 Featured Keynote: Roshni Patel , FS RPA and AI Lead - Europe, Africa, Latin America & Debraj Dutta, Managing Director and Emerging Technology Lead for FS UKI, Accenture
10:40 - 11:00 Featured Keynote: Marek Grabowski, B2B Customer Care Director, Orange Poland
Morning Coffee in the Showcase
11:05 -11:30
BREAKOUT SESSIONS
Transforming Customer
Experience
Driving Employee
Engagement & Performance
Process Automation for
Operational Excellence
Driving Service Excellence With
QM & Analytics
Using Actionable Insights to
Deliver Excellence in Customer
11:30 - 12:00
Experience
TalkTalk
Putting the Customer at our Heart Thomas Cook's Contact Centre
Transformation
Thomas Cook
A View Into EE’s Automation Best
Practices
BT EE
Clear, Consistent, Cross-National:
Harnessing Customer Feedback
12:00 - 12:30
for Action
Telekom Austria Group
Driving Cultural and Behavioral
Change in an Organization with
Performance Management
AIB
Are You Automation Ready?
Deloitte
Beating the Competition with
Analytics driven Voice of The
13:30 - 14:00
Customer
Turkcell Global Bilgi
14:30 - 15:00
Omni-Channel Contact Centre
As a Service
Driving Improved Collections
Effectiveness with NICE Analytics
Garanti Bank
Preparing for Changing
Regulations Affecting Financial
Communication Compliance
JWG
Transform Customer Experience
with Enterprise-grade Cloud
Contact Center
inContact
Unlocking the Hidden
Opportunities in Colleague & Client
Interactions
Barclays Wealth
How Citi went through an evolution
of the Communication Surveillance
Process
NICE
How Moving to a Cloud Contact
Center Transformed Customer
Experience for HBO, Chubb,
Nespresso, and RiksTV
WebHelpIT
Lunch
12:30 - 13:30
14:00 -14:30
Risk and Compliance
First for Customers = Fit for the
Future
JD Williams
Using Workforce Management
to Provide a Better Banking
Experience
Metro Bank
The Hidden Power of the Barclays
Back Office
Barclays
Introducing ‘Quality Central’ - Next
Generation Quality Management
Solution
NICE
Closing Compliance Gaps with
Complete Compliance Assurance:
Introduction to the New NICE
COMPASS
NICE
Is “Customer Centric Collaboration”
the next big thing for Customer
Experience?
RingCentral
Combining Performance
Management and Speech
Analytics to drive customer
experience ownership
EE
NICE Robotic Automation
Deployment at Shell - Discussion
Shell
Rewriting the Rules: Transforming
Quality to Propel the Business
PayPal
Are You Ready for MAR? How to
Monitor ‘Intent’
NICE
Built for the Wild: YETI's adventure
into Customer Experience
Yeti Coolers
Changing the Conversation with
NICE Real-Time Authentication
NICE
The Benefits from Implementing
Engage as Recording Platform Customer Case Study
Maintel
Using Holistic Behavioral Analytics
to Detect Emerging Patterns and
Hidden Threats
NICE Actimize
Using Omnichannel to optimize
your customers experience
John Paul
Improving the Customer Experience WFM Customers - Panel
Through Interaction Analytics
Discussion
Akinika
L&G, Water Plus, Bupa
15:00 -15:30
Afternoon Tea in the Showcase
CLOSING SESSION
15:30 - 16:00 NICE Customer Excellence Awards
16:00 - 16:45 Featured Keynote: Nigella Lawson Q&A session hosted by Charlie Stayt
16:45 - 17:00 Summing Up: John O’hara, President, NICE EMEA
17:00 - 18:00
Happy Hour and Prize Drawing in the Showcase
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