Transforming Customer Experience

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

RoadmapTransformationand Vision

“Perfect Experiences Come to Life”- GuidedDemo Toursat Showcase

EDUCATIONSpecial InterestWorkforce and

Performance Management

Interaction Management and Real-Time Solutions

Quality Optimization and Interaction Analytics

Room 211 Room 217A Room 217B Room 217D Room 217C Room 209 Room 214B Room 214A Room 214C Showcase Room 210 Room 212 Room 213 Room 214D

11:30 a.m.-12:15 p.m. Customer Engagement Analytics: Let Customers be Your Compass

NICE

Operationalizing Interaction Analytics Step-by-StepNICE

Revolutionize the Agent Experience with NICE Real-Time SolutionsNICE

Transform your Customer Service Culture with NICE Workforce Optimization (WFO)

NICE

Creating Perfect Experiences Through Employee Engagement – WFM RoadmapNICE

Uncover Hidden Opportunities in the Back Office to Continuously Create the Perfect Experience

NICE

Get More With Multi Channel Recording- NICE Advanced Interaction Recorder (AIR) and Engage PlatformNICE

Executive Welcome to the Incentive Compensation Management (ICM) Track

NICE

The Future of Customer Service

NICE

Essential Skills Management in WFM

NICE

Tips and Tricks in Business AnalyzerNICE

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

12:15 - 1:50 p.m. Lunch at Showcase in Exhibit Hall D

2:00 - 2:45 p.m. Extraordinary Experiences. Every Time!American Express Travel & Lifestyle Services

Using Interaction Analytics to Build a World Class QM OrganizationOptum

Drive Operational Excellence with the Right Information at the Right TimeAsurion

Call Center Gamification: Improving Agent Engagement with Performance Enhancing DataBunchball

From Optimization to Engagement with Version 6.xPSEG Long Island, AAA Oregon/Idaho

How Real-Time Activity Monitoring Improves Productive Time and Throughput at Aetna Back OfficeAetna

Improve Cross Channel Customer Experiences and Drive Long Term Growth with OracleOracle Communications

Incentive Compensation Management (ICM) Customer Roundtable

NICE

Portfolio Strategy and Roadmap

NICE

Delivering an Exceptional Customer Experience Across the Journey

NICE

Flexibility:The WFM Road Less TraveledNICE

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

3:00 - 3:45 p.m. Sprint’s Journey with Voice of the CustomerSprint

From Insight to Action: eBay’s Contact Reduction InitiativeeBay 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

American Airlines

WFM Goes Mobile with Employee Engagement ManagerNICE

Kill Boring Work: Robotic AutomationIKEA

NICE Advanced Interaction Recorder (AIR): Under the HoodNICE

How the NICE Technology is Changing the Incentive Compensation Management (ICM) Business

NICE

From Vision to TransformationAlliance Data, Ameritas, NJM Insurance Group

Driving Employee EngagementNICE

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 FormNICE

Operations Support Services: A Proactive Approach to Support

NICE

3:45 - 4:00 p.m. Break

4:00 - 4:45 p.m. Leverage Omni-Channel to Drive Action to Improve Customer ExperienceFrost & Sullivan

Converting Callers to Clients with NICE Interaction AnalyticsMoney Management International (MMI)

Every ‘Build it Yourself’ Begins with Flawless Delivery

IKEA

Get the Scoop on GamificationHSN

Unlock the Secrets to Efficient SchedulingL.L.Bean, Inc., Allconnect

Improved Productivity Through Insights from Desktop Analytics

Optum

Never Lose a Single CallNICE

Sales Performance Management (SPM) EvolutionCanidium

Transformation Case Study- Aligning the WFM Practice to the Call Center Operations

TD Ameritrade

NICE Workforce Management: What to Expect When UpgradingNICE

Profiles, Profiles, Profiles: Best Practices in Permissions ManagementNICE

Optimization to WIIFM: From a Swing and a Miss to a Perfect Game

WPS Health Insurance, Liberty Mutual, US Bank

Winning with Omnichannel

Cisco

Agenda | June 2, 20157:30 - 8:50 a.m. Breakfast at Showcase in Exhibit Hall D

9:00 - 9:15 a.m. Opening - Delivering the Perfect Experience Tom Dziersk, President, NICE Americas

9:15 - 9:35 a.m. Creating Perfect Experiences Barak Eilam, CEO, NICE

9:35 - 9:55 a.m. Customer Engagement for the Perfect Experience Miki Migdal, President, Enterprise Product Group, NICE

9:55 - 10:05 a.m. Customer Excellence Awards - Business Impact Tom Dziersk, President, NICE Americas

10:05 - 10:35 a.m. Simple.Smart.Connected Kelley Kurtzman, VP of Global Consumer Sales & Service Center Operations, Verizon

10:45 - 11:00 a.m. Customer Excellence Awards - Implementation Tom Dziersk, President, NICE Americas

11:00 - 11:30 a.m. Break

In Cooperation

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

Transforming Customer Experience

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 to Life”- GuidedDemo Toursat Showcase

EDUCATIONSpecial InterestWorkforce and

Performance Management

Interaction Management and Real-Time Solutions

Quality Optimization and Interaction Analytics

Room 211 Room 217A Room 217B Room 217D Room 217C Room 209 Room 214B Room 214A Room 214C Showcase Room 210 Room 212 Room 213 Room 214D

9:45 - 10:30 a.m Closing the Gap on the Customer ExperienceAlliance Data

GIDWO…Get it Done With One…One Touch, One TimeeBay Enterprise

Forget Your Mother’s Maiden Name – Secure and Improve Customer AuthenticationNICE

Rapid Fire QM: 30 Ideas in 30 MinutesAmerican Airlines, PayPal, SunTrust

The Future of WFM: To the Cloud and BeyondNICE

Collecting Taxes with a RobotCapgemini

Compliance Recording in an Intensely Regulated EnvironmentNICE

From Insights to Action with Cross-ChannelIBM + NICE

From Insights to Action with Cross-ChannelIBM + NICE

From Snake Oil to Penicillin – The Evolution of Performance Management at Optum

Optum

Centralized SIP Recording- Myths and RealitiesNICE

Using Calibrations to Enhance Your QM ProcessesNICE

Talk Tekkie to MeNationwide, Stericycle Communication Solutions, American Express

10:45 - 11:30 a.m. Improve the Operational Efficiency and Customer Experience of Your IVR Using NICE Customer Engagement AnalyticsNICE Systems

Rapid Fire Interaction Analytics: 30 Ideas in 30 MinutesPHI, American Airlines, Disney, Western Union

Continuous Improvement with Real-Time Process OptimizationGrupo Contax

Case Study: Turning the Traditional QM Program on its Head

NICE

Best Practices in Workforce ManagementRDI Marketing, VMC, The Auto Club Group

Taking Workforce Management to the Back OfficeNICE

PowerUp to the NICE Engage PlatformNICE

Great (Sales) Expectations: Paying for Sales PerformanceDeloitte Consulting

Utilize Passively Enrolled Voiceprints Across the Different Voice ChannelsNICE

Get More with PowerUp NICE AIR and Engage PlatformNICE

Leveraging NICE to improve Client Overall Satisfaction Onshore and OffshoreSunTrust

Increase your IT/Admin Efficiency with NICE EngageNICE

Quality Planner Tips and TricksNICE

To the Cloud and Beyond – Five9 Cloud Solutions for your Contact Center – Powered by NICEFive9 + NICE

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 CustomerAlliance Data, Celcom, Coca-Cola Refreshments, Frost & Sullivan, StarHub

Redesign Your Interaction Analytics Program to Create a Perfect ExperienceAmeriprise

Automate the Mundane For Immediate Cost ReductionCapgemini

Driving a Successful Performance Management ProgramCSAA, Disney, Sprint, Time Warner Cable

Workforce Management ForecastingOptum

Combining Real Time Activity Monitoring with Real Time OptimizationAsurion

Multichannel Recording – Take Recording Beyond VoiceNICE

Annual Compensation Planning: Making the Most of Your DataLanshore

Driving Operational Efficiency Using Hybrid Cross-Channel Analytics and Machine LearningNICE

Delivering an Exceptional Customer Experience Across the JourneyNICE

New Scheduling Features in NICE Workforce Management 6.4NICE

Real-Time Guidance - Can Every Agent Become a Super Agent?NICE

My Universe - Your Window to NICENICE

Six Sigma: Is it the Right Business Process Methodology for You?Optum, eBay Enterprise

2:00 - 2:45 p.m. Making the Voice of the Customer the Game Changer to Drive Customer Centricity in CelcomCelcom Axiata

Governance Planning to Streamline Your Interaction Analytics WorldAmeritas

Automating Routine Processes Across the Front and Back OfficeNICE

Onboarding a Dynamic QM ProgramWestern Union

Empower Front Line EmployeesSunTrust, Convergys

How to Prioritize, Distribute and Manage Work in the Back OfficeNICE

A Glimpse into the future of NICE Advanced Interaction Recorder (AIR) and Engage PlatformNICE

Incentive Compensation Management Product Advisory CouncilNICE

Improving the Customer Experience, in Real-Time, Using Predictive AnalyticsNICE

Waste Management, DRIVE! PerformanceWaste Management

Turning Frowns Upside Down

PricewaterhouseCoopers

Measure Your Metrics - Getting Started with KPIs in NICE Quality OptimizationNICE

Delivering Consistent Performance and High Availability for Enterprise ApplicationsNetApp

7:30 - 8:20 a.m. Breakfast at Showcase in Exhibit Hall D

8:30 - 8:35 a.m. Opening - Delivering the Perfect Experience Tom Dziersk, President, NICE Americas

8:35 - 8:45 a.m. Customer Excellence Awards - Customer Experience Tom Dziersk, President, NICE Americas

8:45 - 9:05 a.m. The Perfect Experience Starts with Quality Christopher Surges, SVP, Investor Services & Process Solutions, U.S. Bancorp Fund Services

9:05 - 9:15 a.m. Customer Excellence Awards - Portfolio Tom Dziersk, President, NICE Americas

9:15 - 9:35 a.m. 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

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

Room: 214C

Agenda | June 3, 2015