The Room Where It Happened

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The Room Where It Happened Season 2

Step inside The Room Where It Happened. In Season 2, discover how top leaders are using the latest cloud, digital, and AI technology to deliver exceptional automated customer service. 

Start your journey to customer service automation.

Join us in The Room Where It Happened for Season 2 to hear directly from top brands, industry analysts, and NICE experts as they unveil strategies that redefine customer service excellence. Gain insights into leveraging advanced automation to drive operational efficiency, elevate customer satisfaction, and achieve measurable business outcomes. In today’s rapidly evolving CX landscape, staying ahead demands more than just innovation—it requires action. Learn how industry leaders are futureproofing their success with the latest AI and automation technology.
You can also catch up on Season 1.

Max Ball

Why CX still stinks…and how we solve it

Max Ball uncovers the hard truth behind the decline in customer satisfaction and reveals why many companies miss the mark with AI.

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Sarah

Why all chatbots aren’t crap

Sarah Ross shatters chatbot stereotypes and shows how AI is transforming CX at The Standard.

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Sheila Mcgee-Smith

Why a general AI company isn’t going to cut it

Sheila McGee-Smith reveals why general AI solutions fall short and why specialized, integrated platforms are critical for today’s CX needs.

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Libby Healy

No more tears shed by customer service agents

Libby Healy reveals how generative AI is reshaping support at Waters Corporation, where agents with advanced degrees tackle complex scientific queries.

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Aaron Rice

Why knowledge management is cool for the first time ever

Aaron Rice highlights how AI is putting the spotlight on knowledge management.

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Robin Gareiss

Why AI is helping companies beyond just chatbots

Robin Gareiss uncovers the hidden power of AI beyond the chatbot.

View episode
Richard Bassett

How to pick the right AI partner

Richard Bassett explores the global rise of AI and how businesses can navigate the noise to choose the right AI partner.

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Brian Wiseman

Elevating customer experience through strategic partnerships and AI

Brian Wiseman shares the dynamic partnership between NICE and C1 in creating impactful customer experiences.

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Mary Wardley

Why human agents aren’t going away

Mary Wardley discusses the irreplaceable value of human agents in customer experience, even as AI and automation continue to rise.

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Omer Minkara

Driving happier customers with exceptional CX

Omer Minkara makes the case for prioritizing customer experience, showing how AI can boost both employee satisfaction and decision-making.

View episode
Season 2 Season 1

Harnessing AI’s transformative potential

Barry Cooper

President, CX Division, NICE

NICE’s Barry Cooper discusses the incredible pace of innovation at NICE and how AI is being used to transform CX.

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AI is changing the game for BPOs in the CX space

Tom Laird

CEO, Expivia

Expivia’s Tom Laird talks about how AI and analytics are changing the game for BPOs in the CX space.

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Forging your organization’s journey to CX AI

Dan Miller

Lead Analyst, Opus Research

Opus Research’s Dan Miller talks about what he’s witnessed in his 40+ years as an industry analyst and how AI is taking the industry to a whole new level. He gives advice to organizations wanting to know where to start their journey to CX AI.

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Augmenting the
customer and employee experience with CX AI

Einat Weiss

CMO, NICE

NICE’s Einat Weiss talks about the excitement surrounding AI right now and why it isn’t just a bunch of hype when it comes to CX. Einat details how AI is delivering real business value for organizations.

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Winning the CX lottery

Kristina Heidesch

Director of CEC Channel Product Management,
Marriott International

Marriott International’s Kristina Heidesch talks about why the brand’s CX transformation was like winning the CX lottery.

Read more about Marriott International:

AI makes it easier for brands to provide exceptional CX

Donna Fluss

President, DMG Consulting

DMG Consulting’s Donna Fluss discusses what it takes to provide exceptional customer experience today and how AI is making it easier for brands to do this.

Get to know DMG Consulting:

How to treat customers like the star of the show

Edmund Wong

Corporate Director of Revenue Optimization,
Choctaw Casinos & Resorts

Choctaw Casinos and Resorts’ Edmund Wong talks about how to treat customers like the star of the show during every interaction.

Challenging the government CX status quo

Sharon Gamble and James West

Customer Service Administrator | Senior Business Process Analyst, City of Fort Worth

City of Fort Worth’s Sharon Gamble and James West talk about how their department is getting recognized across the city thanks to their recent digital CX transformation. They talk about their motivation to modernize their CX operations and become a shining example of government CX.

Learn more about City of Fort Worth:

Becoming the digital insurer of the future 

Lisa Irons

Head of Operational Transformation, Hastings Direct 

Lisa Irons pulls back the curtain on Hastings Direct’s transformation into a digital insurance powerhouse. Learn how CXone Mpower boosted productivity by 26% and how AI is revolutionizing knowledge management to elevate customer service. Discover the bold moves shaping the future of insurance. 

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Why CX still stinks…and how we solve it

Max Ball

Principal Analyst, Forrester

Max Ball uncovers the hard truth behind the decline in customer satisfaction and reveals why many companies miss the mark with AI. He shares how the right partnerships and smart AI strategies can empower agents and drive a CX revival. Don’t miss the roadmap to reversing the trend.

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Why all chatbots aren’t crap

Sarah Ross

Senior Director Contact Center, The Standard

Sarah Ross shatters chatbot stereotypes and shows how AI is transforming CX at The Standard. With NICE driving 20% containment and boosting satisfaction, discover how AI handles routine inquiries, enabling agents to focus on high-value, meaningful interactions. Learn the secret to blending empathy with efficiency.

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Why a general AI company isn’t going to cut it

Sheila McGee-Smith

Founder and Principal Analyst, McGee-Smith Analytics

Sheila McGee-Smith reveals why general AI solutions fall short and why specialized, integrated platforms are critical for today’s CX needs. She highlights the power of real-time insights, AI-powered self-service, and automation to create effortless, engaging customer service. Discover how tailored AI elevates CX to new heights.

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No more tears shed by customer service agents

Libby Healy

AI Knowledge Product Owner, Waters Corporation

Libby Healy reveals how generative AI is reshaping support at Waters Corporation, where agents with advanced degrees tackle complex scientific queries. In this episode, she shows how AI brings a conversational edge to technical support, making expert guidance more accessible. Healy also underscores the role of trusted partnerships in implementing cutting-edge AI. Discover how AI is making life easier for agents—and bringing smiles instead of tears to customer support.

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Why knowledge management is cool for the first time ever

Aaron Rice

General Manager, CX Expert, NICE

Aaron Rice highlights how AI is putting the spotlight on knowledge management. In this episode he explains how knowledge is the fuel that powers AI, transforming complex information into accessible, impactful interactions. Discover how this shift allows businesses to connect with customers like never before, making knowledge management central to superior CX.

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Why AI is helping companies beyond just chatbots

Robin Gareiss

CEO and Principal Analyst, Metrigy

Robin Gareiss uncovers the hidden power of AI beyond the chatbot. In this episode, she explores how AI is revolutionizing internal business processes and transforming employee and customer experiences. Gareiss reveals how AI is reshaping the workforce and driving impactful change across industries. Discover how AI is unlocking new efficiencies and delivering standout experiences.

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How to pick the right AI partner

Richard Bassett

VP, Digital, AI & Analytics, NICE

Richard Bassett explores the global rise of AI and how businesses can navigate the noise to choose the right AI partner. In this episode, he highlights the power of NICE's AI, built on vast CX data, to improve customer service while reducing contact center attrition. Discover how to select a genuine AI solution that drives real impact for the business.

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Setting the standard for digital banking customer service

Tulio Prado

Head of Customer Service, Banco Pan

Tulio Prado reveals how Banco Pan is revolutionizing customer service for its 30 million clients through cutting-edge AI technology. In this episode, he discusses how CXone Mpower has boosted first call resolution by 25 percentage points, enhancing both customer satisfaction and employee engagement. Discover how Banco Pan is setting a new benchmark for efficiency and customer experience in digital banking.

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levating customer experience through strategic partnerships and AI

Brian Wiseman

SR Director, C1 Capabilities (CX & Advisory), C1

Brian Wiseman shares the dynamic partnership between NICE and C1 in creating impactful customer service. He discusses how combining NICE’s solutions with C1’s strategic expertise empowers businesses to foster real-time, meaningful connections with customers. Wiseman explores the evolution of the contact center industry, highlighting how AI-driven insights and contextual data are transforming customer interactions, making them more human, responsive, and effective.

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Driving happier customers with exceptional CX

Omer Minkara

VP and Principal Analyst, Aberdeen

Omer Minkara makes the case for prioritizing customer service, showing how AI can boost both employee satisfaction and decision-making. In this episode, he advises leaders to start small with AI, focusing on areas like self-service or personalization, and to measure results to build momentum for wider adoption. Discover how incremental AI investments lead to happier customers and exceptional business results.

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Why human agents aren’t going away

Mary Wardley

Industry Analyst

Mary Wardley discusses the irreplaceable value of human agents in customer experience, even as AI and automation continue to rise. She highlights the challenges businesses face in integrating advanced technologies due to outdated systems and calls for a focus on refining processes and knowledge management. Wardley emphasizes that when properly implemented, these innovations can elevate customer service while ensuring human agents remain essential to the experience.

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Join us in The Room Where It Happened

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If you would like to know more about our platform or you have a story you’d like to feature in our next series, please submit the contact form. For customer support, please visit our support page to log into the Customer Community portal.