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Agenda | June 2, 2015
7:30 - 8:50 a.m. Breakfast at Showcase in Exhibit Hall D
9:00 - 9:15 a.m.
9:15 - 9:35 a.m.
9:35 - 9:55 a.m.
9:55 - 10:05 a.m.
10:05 - 10:35 a.m.
10:45 - 11:00 a.m.
11:00 - 11:30 a.m.
In Cooperation
Opening - Delivering the Perfect Experience
Tom Dziersk, President, NICE Americas
Creating Perfect Experiences
Barak Eilam, CEO, NICE
Customer Engagement for the Perfect Experience
Miki Migdal, President, Enterprise Product Group, NICE
Customer Excellence Awards - Business Impact
Tom Dziersk, President, NICE Americas
Simple.Smart.Connected
Kelley Kurtzman, VP of Global Consumer Sales & Service Center Operations, Verizon
Customer Excellence Awards - Implementation
Tom Dziersk, President, NICE Americas
Break
Transforming
Customer
Experience
Room 211
Engagement
11:30 a.m.-12:15 p.m. Customer
Analytics: Let
Customers be Your
Compass
NICE
Driving
Operational
Excellence
with Analytics
Operational
Excellence
in Real-Time
Driving
Employee
Engagement
Optimizing
Workforce
Management
Perfecting
Back Office
Operations
Taking
Recording to
the Next Level
Incentive
Compensation
Management
“Perfect
Experiences Come Workforce and
Performance
to Life”- Guided
Management
Demo Tours
at Showcase
Interaction
Management
and Real-Time
Solutions
Showcase
Room 212
Room 217A
Room 217B
Room 217D
Room 217C
Room 209
Room 214B
Room 214A
Room 214C
Operationalizing
Interaction Analytics
Step-by-Step
NICE
Revolutionize the
Agent Experience
with NICE Real-Time
Solutions
NICE
Transform your
Customer Service
Culture with NICE
Workforce Optimization
(WFO)
Creating Perfect
Experiences Through
Employee Engagement
– WFM Roadmap
NICE
Uncover Hidden
Opportunities in
the Back Office to
Continuously Create
the Perfect Experience
NICE
Get More With Multi
Channel RecordingNICE Advanced
Interaction Recorder
(AIR) and Engage
Platform
NICE
Executive Welcome
to the Incentive
Compensation
Management (ICM)
Track
NICE
The Future of
Customer Service
NICE
How Real-Time Activity
Monitoring Improves
Productive Time and
Throughput at Aetna
Back Office
Aetna
Improve Cross Channel
Customer Experiences
and Drive Long Term
Growth with Oracle
Oracle
Communications
Incentive
Compensation
Management (ICM)
Customer Roundtable
NICE
Portfolio Strategy and
Roadmap
NICE
NICE
EDUCATION
Roadmap
Transformation
and Vision
Room 210
Quality
Optimization
and Interaction
Analytics
Special
Interest
Room 213
Room 214D
Essential Skills
Tips and Tricks in
Management in WFM Business Analyzer
NICE
NICE
Business Driven
Quality Management
and Analytics-Based/
Tagging-Based
Quality Optimization
NICE
Love NUG!
Put the NICE User
Group to Work for
You
NUG Board of
Directors
Delivering an
Exceptional Customer
Experience Across the
Journey
NICE
Flexibility:
The WFM Road Less
Traveled
NICE
The Interaction
Center - The Brains
of NICE Interaction
Management
NICE
Best Practices in
Managing Your
Analytics Lexicons
NICE
Top Trends &
Best Practices
in Workforce
Optimization
SWPP, QATC
Driving Employee
Engagement
NICE
Personnel Planner
for NICE Workforce
Management 6.4
NICE
Tips and Best
Practices for VMware
Virtualization for
NICE Interaction
Management
NICE
Getting the Right
Score Formula for
Your QM Form
NICE
Operations Support
Services: A Proactive
Approach to Support
NICE
NICE Workforce
Management: What
to Expect When
Upgrading
NICE
Profiles, Profiles,
Profiles: Best
Practices in
Permissions
Management
NICE
Optimization to
Winning with
WIIFM: From a Swing Omnichannel
and a Miss to a
Cisco
Perfect Game
12:15 - 1:50 p.m. Lunch at Showcase in Exhibit Hall D
2:00 - 2:45 p.m. Extraordinary
Using Interaction
Analytics to Build
a World Class QM
Organization
Optum
Drive Operational
Excellence with the
Right Information at
the Right Time
Asurion
Call Center
Gamification:
Improving Agent
Engagement with
Performance
Enhancing Data
Bunchball
From Optimization
to Engagement with
Version 6.x
PSEG Long Island,
AAA Oregon/Idaho
3:00 - 3:45 p.m. Sprint’s Journey with
From Insight to Action:
eBay’s Contact
Reduction Initiative
eBay Marketplace
Improve Your
Customer Experience
with Real-Time
Process Optimization
Blue Cross of Idaho
Charting a Course to
a New Destination,
the American Airlines
NPM Implementation
WFM Goes Mobile with Kill Boring Work:
Employee Engagement Robotic Automation
Manager
IKEA
NICE
NICE Advanced
Interaction Recorder
(AIR): Under the Hood
NICE
How the NICE
Technology is
Changing the Incentive
Compensation
Management (ICM)
Business
NICE
From Vision to
Transformation
Alliance Data,
Ameritas, NJM
Insurance Group
Unlock the Secrets to
Efficient Scheduling
L.L.Bean, Inc.,
Allconnect
Never Lose a
Single Call
NICE
Sales Performance
Management (SPM)
Evolution
Canidium
Transformation Case
Study- Aligning the
WFM Practice to the
Call Center Operations
TD Ameritrade
Experiences. Every
Time!
American Express
Travel & Lifestyle
Services
Voice of the Customer
Sprint
American Airlines
3:45 - 4:00 p.m. Break
4:00 - 4:45 p.m. Leverage Omni-
Channel to Drive
Action to Improve
Customer Experience
Frost & Sullivan
Converting Callers
to Clients with NICE
Interaction Analytics
Money Management
International (MMI)
5:30 - 7:00 p.m. Happy Hour at Showcase in Exhibit Hall D
7:00 p.m. Departure from Showcase
7:00 - 12:00 p.m. Customer Appreciation Party
Every ‘Build it Yourself’ Get the Scoop on
Begins with Flawless
Gamification
HSN
Delivery
IKEA
Improved Productivity
Through Insights from
Desktop Analytics
Optum
WPS Health
Insurance, Liberty
Mutual, US Bank
Agenda | June 3, 2015
7:30 - 8:20 a.m.
8:30 - 8:35 a.m.
8:35 - 8:45 a.m.
8:45 - 9:05 a.m.
9:05 - 9:15 a.m.
9:15 - 9:35 a.m.
Breakfast at Showcase in Exhibit Hall D
Opening - Delivering the Perfect Experience
Tom Dziersk, President, NICE Americas
Customer Excellence Awards - Customer Experience
Tom Dziersk, President, NICE Americas
The Perfect Experience Starts with Quality
Christopher Surges, SVP, Investor Services & Process Solutions, U.S. Bancorp Fund Services
Customer Excellence Awards - Portfolio
Tom Dziersk, President, NICE Americas
The Perfect Experience Through Financial Education
Jim Triggs, Senior Vice President Counseling and Support, Money Management International (MMI)
9:35 - 9:45 a.m. Break
Transforming
Customer
Experience
Room 211
9:45 - 10:30 a.m Closing the Gap
on the Customer
Experience
Alliance Data
10:45 - 11:30 a.m. Improve the
Operational Efficiency
and Customer
Experience of Your IVR
Using NICE Customer
Engagement Analytics
NICE Systems
Driving
Operational
Excellence
with Analytics
Operational
Excellence
in Real-Time
Driving
Employee
Engagement
Optimizing
Workforce
Management
Perfecting
Back Office
Operations
Taking
Recording to
the Next Level
Incentive
Compensation
Management
Technology
Innovation
“Perfect
Experiences Come Workforce and
Performance
to Life”- Guided
Management
Demo Tours
at Showcase
Room 214C
Showcase
EDUCATION
Interaction
Management
and Real-Time
Solutions
Quality
Optimization
and Interaction
Analytics
Special
Interest
Room 217A
Room 217B
Room 217D
Room 217C
Room 209
Room 214B
Room 214A
Room 210
Room 212
Room 213
Room 214D
GIDWO…Get it Done
With One…One Touch,
One Time
eBay Enterprise
Forget Your
Mother’s Maiden
Name – Secure and
Improve Customer
Authentication
NICE
Rapid Fire QM: 30
Ideas in
30 Minutes
American Airlines,
PayPal, SunTrust
The Future of WFM:
To the Cloud and
Beyond
NICE
Collecting Taxes with
a Robot
Capgemini
Compliance
Recording in an
Intensely Regulated
Environment
NICE
From Insights to Action From Insights to Action
with Cross-Channel
with Cross-Channel
IBM + NICE
IBM + NICE
From Snake Oil
to Penicillin –
The Evolution
of Performance
Management at Optum
Centralized SIP
Recording- Myths
and Realities
NICE
Using Calibrations
to Enhance Your QM
Processes
NICE
Room: 214C
Optum
Talk Tekkie to Me
Nationwide,
Stericycle
Communication
Solutions, American
Express
Continuous
Improvement with
Real-Time Process
Optimization
Grupo Contax
Case Study: Turning
the Traditional QM
Program on its Head
NICE
Best Practices
in Workforce
Management
RDI Marketing, VMC,
The Auto Club Group
Taking Workforce
Management to the
Back Office
NICE
PowerUp to the NICE
Engage Platform
NICE
Great (Sales)
Expectations: Paying
for Sales Performance
Deloitte Consulting
Utilize Passively
Enrolled Voiceprints
Across the Different
Voice Channels
NICE
Get More with
PowerUp NICE AIR
and Engage Platform
NICE
Leveraging NICE
to improve Client
Overall Satisfaction
Onshore and
Offshore
SunTrust
Increase your IT/
Admin Efficiency
with NICE Engage
NICE
Quality Planner
Tips and Tricks
NICE
To the Cloud and
Beyond – Five9
Cloud Solutions for
your Contact Center –
Powered by NICE
Five9 + NICE
Redesign Your
Interaction Analytics
Program to Create a
Perfect Experience
Ameriprise
Automate the
Mundane For
Immediate Cost
Reduction
Capgemini
Driving a Successful
Performance
Management
Program
CSAA, Disney,
Sprint, Time Warner
Cable
Workforce
Management
Forecasting
Optum
Combining Real Time
Activity Monitoring
with Real Time
Optimization
Asurion
Multichannel
Recording – Take
Recording Beyond
Voice
NICE
Annual Compensation
Planning: Making the
Most of Your Data
Lanshore
Driving Operational
Efficiency Using
Hybrid Cross-Channel
Analytics and Machine
Learning
NICE
Delivering an
Exceptional Customer
Experience Across the
Journey
NICE
New Scheduling
Features in
NICE Workforce
Management 6.4
NICE
Real-Time
Guidance Can Every Agent
Become a Super
Agent?
My Universe - Your
Window to NICE
Six Sigma: Is
it the Right
Business Process
Methodology for
You?
Optum, eBay
Enterprise
Governance Planning
to Streamline Your
Interaction Analytics
World
Ameritas
Automating Routine
Processes Across
the Front and Back
Office
NICE
Onboarding a
Dynamic QM
Program
Western Union
Empower Front Line
Employees
SunTrust, Convergys
How to Prioritize,
Distribute and
Manage Work in
the Back Office
NICE
A Glimpse into
the future of NICE
Advanced Interaction
Recorder (AIR) and
Engage Platform
NICE
Incentive
Compensation
Management Product
Advisory Council
NICE
Waste Management,
DRIVE! Performance
Waste Management
Turning Frowns
Upside Down
Rapid Fire Interaction
Analytics: 30 Ideas in
30 Minutes
PHI, American
Airlines, Disney,
Western Union
11:30 a.m. - 12:50 p.m. Lunch in Showcase in Exhibit Hall D
1:00 - 1:45 p.m. Roundtable: The
Evolution of Customer
Experience in the Age
of the Customer
Alliance Data,
Celcom, Coca-Cola
Refreshments, Frost
& Sullivan, StarHub
Making the Voice
2:00 - 2:45 p.m. of the Customer
the Game Changer
to Drive Customer
Centricity in Celcom
Celcom Axiata
2:45 - 3:15p.m. The Perfect Experience Break
3:15 - 3:55 p.m. Keynote: Dick Cheney
Dick Cheney, Vice President of the United States
3:55 - 4:00 p.m. Closing Session
Tom Dziersk, President, NICE Americas
4:00 - 6:00 p.m. Happy Hour at Showcase In Exhibit Hall D
Improving the
Customer Experience,
in Real-Time, Using
Predictive Analytics
NICE
NICE
NICE
Pricewaterhouse
Coopers
Measure Your
Metrics Getting Started with
KPIs in NICE Quality
Optimization
NICE
Delivering Consistent
Performance and
High Availability
for Enterprise
Applications
NetApp