| 2017 Customer Conference June 6, London, UK
Agenda - June 6 2017 08:30 - 9:15 Registration & Refreshments
GENERAL SESSION
9:15 - 10:15
Welcome & Opening: John O'Hara, President, NICE EMEA
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
11:05 -11:30 Morning Coffee in the Showcase
BREAKOUT SESSIONS
Transforming Customer Experience
Driving EmployeeEngagement & Performance
Process Automation for Operational Excellence
Driving Service Excellence With QM & Analytics
Risk and Compliance Omni-Channel Contact Centre As a Service
11:30 - 12:00
Using Actionable Insights to Deliver Excellence in Customer ExperienceTalkTalk
Putting the Customer at our Heart - Thomas Cook's Contact Centre TransformationThomas Cook
A View Into EE’s Automation Best Practices BT EE
Driving Improved Collections Effectiveness with NICE AnalyticsGaranti Bank
Preparing for Changing Regulations Affecting Financial Communication ComplianceJWG
Transform Customer Experience with Enterprise-grade Cloud Contact CenterinContact
12:00 - 12:30
Clear, Consistent, Cross-National: Harnessing Customer Feedback for ActionTelekom Austria Group
Driving Cultural and Behavioral Change in an Organization with Performance ManagementAIB
Are You Automation Ready? Deloitte
Unlocking the Hidden Opportunities in Colleague & Client Interactions Barclays Wealth
How Citi went through an evolution of the Communication Surveillance ProcessNICE
How Moving to a Cloud Contact Center Transformed Customer Experience for HBO, Chubb, Nespresso, and RiksTVWebHelpIT
12:30 - 13:30 Lunch
13:30 - 14:00
Beating the Competition with Analytics driven Voice of The CustomerTurkcell Global Bilgi
Using Workforce Management to Provide a Better Banking ExperienceMetro Bank
The Hidden Power of the Barclays Back OfficeBarclays
Introducing ‘Quality Central’ - Next Generation Quality Management SolutionNICE
Closing Compliance Gaps with Complete Compliance Assurance: Introduction to the New NICE COMPASSNICE
Is “Customer Centric Collaboration” the next big thing for Customer Experience?RingCentral
14:00 -14:30First for Customers = Fit for the FutureJD Williams
Combining Performance Management and Speech Analytics to drive customer experience ownershipEE
NICE Robotic Automation Deployment at Shell - DiscussionShell
Rewriting the Rules: Transforming Quality to Propel the BusinessPayPal
Are You Ready for MAR? How to Monitor ‘Intent’NICE
Built for the Wild: YETI's adventure into Customer ExperienceYeti Coolers
14:30 - 15:00Improving the Customer Experience Through Interaction AnalyticsAkinika
WFM Customers - Panel DiscussionL&G, Water Plus, Bupa
Changing the Conversation with NICE Real-Time AuthenticationNICE
The Benefits from Implementing Engage as Recording Platform - Customer Case StudyMaintel
Using Holistic Behavioral Analytics to Detect Emerging Patterns and Hidden ThreatsNICE Actimize
Using Omnichannel to optimize your customers experienceJohn Paul
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