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Lunch & Learn Workshop: AI-Driven Innovation in Contact Centers

Customer experience (CX) leaders are facing a critical inflection point-balancing growth, customer loyalty, and operational efficiency in an era of rapid technological transformation. AI is reshaping the industry, creating a distinct divide between innovators and those struggling to keep pace. From enhancing customer interactions to optimizing employee engagement, AI-driven strategies are now essential for staying competitive and delivering exceptional experiences.

Join NICE and Servion for an exclusive Lunch & Learn Workshop on AI for Contact Centers, where industry thought leaders will explore the evolving AI landscape. This interactive session will feature an insightful discussion with independent analyst Jon Arnold, hands-on experiences with NICE AI solutions, and a deep dive into practical AI applications that are redefining the future of customer service. Don’t miss this opportunity to connect with experts, share best practices, and discover how AI can drive measurable impact for your organization.

Date: April 22, 2025 | Time: 11:30 AM – 4:00 PM EST

Location: NICE Systems Ltd, Waterfront Corporate Center III 221 River Street, 10th & 11th floors Hoboken, New Jersey 07030


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Agenda:

Time Session
11:30 AM – 12:00 PM Registration and Networking
12:00 PM – 12:15 PM Opening Remarks: Welcome address by Servion and NICE representatives. Overview of the workshop objectives.
12:15 PM – 1:00 PM Lunch and Informal Discussions: Buffet-style lunch: Encourage attendees to mingle and network
1:00 PM – 1:30 PM

Keynote Presentation: “The Future of AI in Contact Centers”

  • Industry trends and challenges
  • The role of AI in transforming customer experience
  • Success stories
1:15 PM – 1:45 PM

NICE Presentation: “Purpose-built AI for unparalleled CX automation”

See AI-powered CX in Action, Discover what’s possible with AI solutions purpose-built for CX automation:

  • AI-powered Self-Service (Enlighten Autopilot)
  • Agent AI Augmentation (Enlighten Copilot)
  • Supervisor AI Augmentation (Enlighten Copilot)
  • Accelerate CX Leaders (Enlighten Actions)
1:45 PM – 2:15 PM

Servion Presentation: “Identifying AI Deployment Use Cases”

  • Common pain points in contact centers
  • How to identify opportunities for AI implementation
  • Servion’s approach to use case analysis and prioritization
2:15 PM – 2:30 PM Coffee Break and Networking
3:00 PM – 3:30 PM

Panel Discussion: “Realizing Operational Excellence with AI”

  • Panel of experts from Servion, NICE, and guest speakers
  • Q&A session with attendees
3:30 PM – 3:45 PM

Closing Remarks & Next Steps

  • Opportunity for attendees to speak directly with Servion and NICE representatives
  • Schedule follow-up meetings if desired
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