Search results Search for: Search Refine your results by duration: Any Under 5 mins Under 20 mins Over 20 mins Sort by: Relevance Views Date WEM innovations help you to better engage agents with today's CX complexities Oru Mohiuddin, Senior Research Manager, IDC and Dana Shalev, Head of Product Marketing, NICE Traditional WEM capabilities are not enough to support the challenges of modern-day contact centers. Customer service is critical to business value, a... 2 months ago | 48 mins How to increase customer engagement with self-service and Knowledge Management Keith Dawson, Vice President & Research Director, Ventana Research and Aaron Rice, General Manager, CXone Expert NICE Self-service is the front door to most customer journeys, with whatever channels customers choose. The best self-service flexibly engages with custome... 2 months ago | 55 mins What are the key CX areas companies should be investing in this year and why? Maribel Lopez Founder & Principal Analyst Lopez Research and Laura Bassett VP, Product Marketing NICE In today’s uncertain business market, every company must increase their focus on retaining customers, regardless of size or industry. Companies need a... 2 months ago | 64 mins How Can I Tap Into AI's Potential in the Contact Center Beyond Chatbots? Jon Arnold, Principal, J Arnold & Associates and Lauren Maschio, Senior Manager, Product Marketing Team NICE While many contact centers are transforming to focus on customer experience, they’re not actually going far enough. They’re going in the right directi... 2 months ago | 51 mins CXPA Trends: What’s next for CX in 2023? Tabitha Dunn, Head of CX, Hitachi, Greg Dowling, Global Director of Business Insights, Glassbox Digital integration is a must have and not a nice to have. The global environment of the past few years showed us that organizations had to become “di... 4 months ago | 50 mins Winning strategies to unlock superior business value with attended automation Harpreet Makan, Practice Director Everest Group and Liran Meir Frenkel, Senior Product Marketing Manager, NICE Enterprises around the world are embracing digital transformation with an eye on improving customer and employee experiences, rather than just saving ... 2 months ago | 43 mins Turn Agents into Superstars Steve Morrell, Managing Director, ContactBabel Ltd and Juanita Coley, Executive Director, Solid Rock Consulting In today's competitive business landscape, providing exceptional customer service is no longer a nice-to-have but a must-have. To achieve this, organi... 2 months ago | 33 mins Demystifying the Flavors of AI to Boost Customer Experience Robin Gareiss, CEO and Principal Research Analyst, Metrigy; Chris Bauserman, VP, Product & Segment Marketing, NICE inContact Demystifying the Flavors of AI to Boost Customer Experience Stay competitive by using the right type of AI to meet your CX goals The two letters “AI”... 2 years ago | 61 mins Building Your CX of the Future -- Interview with Chris Bauserman, NICE inContact Chris Bauserman, VP Segment and Product Marketing, NICE inContact How can you progress CX and what are the first steps you should take to do so? Watch this brief interview between CCNG and NICE inContact where we sh... 4 years ago | 7 mins Mobile-First Customer Care: Many Channels, One Device Tom Martin, CEO, Glance*Brian Mistretta, Director of Product Marketing, NICE inContact*Vasili Triant, CBO, UJET Gartner says many mobile apps fail to achieve business objectives because “there is very little customer service capability built into the apps.” [Gar... 1 year ago | 62 mins
