| 2017 Customer Conference June 6, London, UK

Agenda - June 6 2017 08:30 - 9:15 Registration & Refreshments

GENERAL SESSION

9:15 - 10:15

Welcome & Opening: John O'Hara, President, NICE EMEA

Barak Eilam, Chief Executive Officer, NICE

Miki Migdal, President Enterprise Product Group, NICE

Brett Theisen, Senior Vice President Global Channels, inContact

10:15 - 10:40 Featured Keynote: Roshni Patel , FS RPA and AI Lead - Europe, Africa, Latin America & Debraj Dutta, Managing Director and Emerging Technology Lead for FS UKI, Accenture

10:40 - 11:00 Featured Keynote: Marek Grabowski, B2B Customer Care Director, Orange Poland

11:05 -11:30 Morning Coffee in the Showcase

BREAKOUT SESSIONS

Transforming Customer Experience

Driving EmployeeEngagement & Performance

Process Automation for Operational Excellence

Driving Service Excellence With QM & Analytics

Risk and Compliance Omni-Channel Contact Centre As a Service

11:30 - 12:00

Using Actionable Insights to Deliver Excellence in Customer ExperienceTalkTalk

Putting the Customer at our Heart - Thomas Cook's Contact Centre TransformationThomas Cook

A View Into EE’s Automation Best Practices BT EE

Driving Improved Collections Effectiveness with NICE AnalyticsGaranti Bank

Preparing for Changing Regulations Affecting Financial Communication ComplianceJWG

Transform Customer Experience with Enterprise-grade Cloud Contact CenterinContact

12:00 - 12:30

Clear, Consistent, Cross-National: Harnessing Customer Feedback for ActionTelekom Austria Group

Driving Cultural and Behavioral Change in an Organization with Performance ManagementAIB

Are You Automation Ready? Deloitte

Unlocking the Hidden Opportunities in Colleague & Client Interactions Barclays Wealth

How Citi went through an evolution of the Communication Surveillance ProcessNICE

How Moving to a Cloud Contact Center Transformed Customer Experience for HBO, Chubb, Nespresso, and RiksTVWebHelpIT

12:30 - 13:30 Lunch

13:30 - 14:00

Beating the Competition with Analytics driven Voice of The CustomerTurkcell Global Bilgi

Using Workforce Management to Provide a Better Banking ExperienceMetro Bank

The Hidden Power of the Barclays Back OfficeBarclays

Introducing ‘Quality Central’ - Next Generation Quality Management SolutionNICE

Closing Compliance Gaps with Complete Compliance Assurance: Introduction to the New NICE COMPASSNICE

Is “Customer Centric Collaboration” the next big thing for Customer Experience?RingCentral

14:00 -14:30First for Customers = Fit for the FutureJD Williams

Combining Performance Management and Speech Analytics to drive customer experience ownershipEE

NICE Robotic Automation Deployment at Shell - DiscussionShell

Rewriting the Rules: Transforming Quality to Propel the BusinessPayPal

Are You Ready for MAR? How to Monitor ‘Intent’NICE

Built for the Wild: YETI's adventure into Customer ExperienceYeti Coolers

14:30 - 15:00Improving the Customer Experience Through Interaction AnalyticsAkinika

WFM Customers - Panel DiscussionL&G, Water Plus, Bupa

Changing the Conversation with NICE Real-Time AuthenticationNICE

The Benefits from Implementing Engage as Recording Platform - Customer Case StudyMaintel

Using Holistic Behavioral Analytics to Detect Emerging Patterns and Hidden ThreatsNICE Actimize

Using Omnichannel to optimize your customers experienceJohn Paul

15:00 -15:30 Afternoon Tea in the Showcase

CLOSING SESSION

15:30 - 16:00 NICE Customer Excellence Awards

16:00 - 16:45 Featured Keynote: Nigella Lawson Q&A session hosted by Charlie Stayt

16:45 - 17:00 Summing Up: John O’hara, President, NICE EMEA

17:00 - 18:00 Happy Hour and Prize Drawing in the Showcase