Jon Arnold’s Post

Finally able to share some highlights from Day 2 of NICE Interactions in #LasVegas. Main event was Barry Cooper and his excellent keynote, which was an extensive update on #CXOne and the many things around it. Great review of the power of their platform, and just how far they're taking things with #AI. Very impressive, and combined with Barak Eilam's Day 1 keynote, NICE just keeps setting the bar higher. #icymi - my Day 1 takeaways here - https://lnkd.in/gUt2b3rK - and now some Day 2 takeaways. 1. There's too much detail in Barry's keynote to deconstruct here on LinkedIn - that's for another time. Key message for me was to think of CXOne as "the operating system for CX". This lines up well with Barak's main message about changing your perspective to recognize what's possible now with CX and AI - that's the theme of Interactions - CX and AI Realized. 2. To make that realization real, Barry noted there are now over 1,000 AI CX models behind Enlighten AI, over 1,000 customers using Enlighten, and 6,000 new features on their suite. Yes, they're innovating at scale, but they also have the success stories to back it up. 3. Nothing better validates all this than what their customers are saying, and the talks from The Standard - Sarah Ross - and Hyatt - Jessica White - were great - different from the Day 1 customer talks, but just as interesting. 4. Coming back to Barry, one of the other big ideas from the event was Mpower - again, taking AI to another level, which he talked about in terms of bringing two forces together - Augmented Intelligence and Automated Intelligence. While not quite the #singularity, it's about getting the best of both worlds from #AI - #automation to do #CX tasks more efficiently, and #empowerment for agents, where AI augments their capabilities. There's a lot more to this, but what we're after here is more personalized customer interactions that takes their whole history into account - and it's way more than just drawing from #CRM. 5. To cap off the event, Nicole Kidman was the celebrity keynote, and she was interviewed by CMO Einat Weiss, who did a great job. Very engaging, but shhh.... no pictures allowed during her stage time. We did, though, get a big stage-side selfie, which turned out pretty well, yeah. I'd better stop now - this is getting long for a LI post - but more to come for sure. #NICEi24 #cctr #ccaas #contactcenter #customerexperience