NICE (Nasdaq: NICE) today announced Digital CXi Week 2021, a virtual conference exploring the future of customer experience interactions (CXi) and its role in reshaping all interactions in and beyond the modern contact center. The event takes place November 2-4, with guest presentations by leading analysts from Forrester and Aberdeen, globally recognized author and CX futurist Blake Morgan, and NICE CXi specialists. To register for any or all the Digital CXi Week sessions.
The sessions will focus on a variety of topics around the evolving concept of digital-first CX, including how it requires businesses to rethink traditional notions of customer service and the contact center.
“Extraordinary CX is no longer just a competitive edge — it’s a necessity for your business’ survival,” said Paul Jarman, NICE CXone CEO. “Likewise, the contact center is no longer an isolated touchpoint. It is becoming the hub of an all-encompassing, next-gen customer experience that extends well beyond the contact center. To help build a digital-first CX strategy for 2022 that embraces this change, we are pleased to present CXi Week, where diverse CX experts will share their valuable insights into delivering seamless, AI-infused journeys that span self-service and agent assisted interactions to fuel increased customer satisfaction and brand loyalty.”
Day one of the online event will provide an overview of how customer expectations and interactions have shifted to demand a digital-first customer journey strategy. Highlights will include a deep dive into the need to fuse digital self-service with well-prepared agents to deliver the future of CXi, as well as the top five CX trends that will define 2022. Guest speaker Max Ball, Principal Analyst at Forrester, will explore the technology, workforce, and business priorities for experience leaders as they plan for 2022.
On day two, Omer Minkara, VP and Principal Analyst at Aberdeen, will present research into how smart self-service and digital improves CSAT and lowers costs. Minkara will share Aberdeen’s metrics and analysis regarding the impact of smarter self-service on leading contact centers — along with the continuing struggle to keep the self-service experience in line with customer expectations. The webinar will also include some best practices among leading companies that help drive innovation and transform self-service experiences.
The closing session will analyze how AI and automation can be critical elements in meeting customer expectations for proactive, anticipatory support. CX futurist Blake Morgan will describe how understanding customers, anticipating their needs, and personalizing support are becoming basic elements for customers evaluating their experiences. In addition, CXi experts from NICE will discuss the tools and technologies necessary for empowering agents to deliver instant results and satisfaction.
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