Organisations are now recognising they have a gap between the service customers expect and the service they can deliver. To close this gap, companies are searching for a single unified Customer Experience (CX) platform that includes the industry's most complete and best-of-breed CX applications to deliver:
- Omnichannel routing and analytics
- Integrated continuous delivery of service improvements and workforce optimisation
- Machine learning powered systems, able to self-learn and adapt
The creation and perfection of customer experiences is a cornerstone for NICE, and Interactions 2019 was a great opportunity to showcase our portfolio, allow our customers to share their successes, and enable guests to discover more about the industry's leading software.
Interactions EMEA 2019 welcomed over 550 customer service professionals and IT leaders to our European-wide event. There's no better conference for learning and sharing ideas about improving customer experience, operational efficiency, and ensuring compliance than Interactions EMEA 2019. The conference featured a rich array of breakout tracks in areas that address the challenges organisations are facing, with more than half of them led by Customer Experience professionals like you. In addition, the event featured visionary keynote speakers and a showcase area. Here are 3 key insights and themes I captured from the event.
On the main stage plenary, we shared insights about 3 NICE solutions which help close the gap companies are facing around Customer Engagement:
- CXOne: Barry Cooper, President Enterprise Group, and Eran Liron, EVP Marketing & Corporate Development at NICE showed how CXOne's speciality is making smart decisions. They explained that customers contact your company all the time via many different channels. You need to make each customer feel valued and understood, no matter how many thousands of interactions take place every day. We can help make that happen in real time, every time.
- Analytics just got personal – NICE Analytics. We make sense of historical and real-time customer data for quick, smart decisions at the moment of interaction. With NICE Analytics, your agents know the most relevant offer to make to any given customer, the next-best-action to take, and the most personalised and effective script to be spoken – all of which are automatically refined as we learn more about customer preferences.
- Automation for the People: Omer Fuchs, Head of Business Development and Strategy, Process Automation Solutions at NICE, explained and introduced NEVA with an incredibly fun video and interactive presentation. NEVA is a powerful example of how we are bringing our "Automation for the People" vision to life. She is proof that the road to business success is to bring together man and machine in a natural and intuitive collaboration of human employees and the robotic workforce. Although we held this vision for a while, we have a better chance of building new perceptions through positive employee and customer experiences with personified robotic software such as NEVA: a virtual personal attendant for every individual employee.
Interactions EMEA brings together the biggest brands globally for honest discussions around digital transformation and revolutionising customer engagement. The best thing is, we didn't need to tell everyone how great we were. We had over 45 customers, partners, and analysts presenting on stage and providing testimonials to tell you why we are the industry leaders.
Customers, such as Metro Bank, SCC, Asurion, Deloitte, Deutsche Telekom, Experian, HM Revenue & Customs, MoneyGram, Orange, Sitel, Teleperformance, and Thomas Cook shared their stories about how they are evolving their businesses, delivering impactful results, and – most importantly – about how they are making their end-customers' experiences richer by embracing Cloud, Analytics, and AI.
Interactions offered 2 days of networking surrounded by the leading technologies. Set in Cineworld O2 Greenwich, it certainly provided the audience with something to talk about! Huge digital screens, a whopping 65 breakout sessions, a Customer Excellence award ceremony, and a keynote from the inspirational British icon Stephen Fry.
Learn More:
Next year will be bigger and better, and we look forward to seeing you at Interactions EMEA 2020!
Find out how NICE can orchestrate all your channels to provide a consistent customer experience: /