NICE to Showcase Strategies for Driving Agile Customer and Employee Experiences

New thought leadership focused virtual events bring together acclaimed industry and product experts delivering insights on boosting performance and satisfaction using analytics, automation, cloud and WFM

NICE (Nasdaq: NICE) today announced the launch of new virtual events presenting thought leadership and best practices for ensuring extraordinary experiences in the face of dynamic change. While many organizations have ensured business continuity by having employees operate remotely from home or in hybrid remote/in-office environments, neither the pandemic nor the pace of change is showing signs of abating. Agility in understanding the implications of change and swiftly making critical decisions that drive unparalleled customer and employee satisfaction is pivotal to business success. This series of virtual events, named ‘Agile Customer Experience: Leadership for a New Reality’ will demonstrate how organizations can leverage intelligent analytics, automation, cloud and WFM technology to deliver agile customer experiences that generate loyalty. For more information or to sign up, please click here.

This series of virtual events will feature revered analysts and NICE product leaders sharing steps companies can immediately take to empower agents as they work remotely and drive workforce agility. Analyst firms slated to present include Aberdeen, DMG Consulting, McGee-Smith Analytics and more. Key virtual events in the series include:

  • October 15, 2020: Paul Stockford, President & Chief Analyst, Saddletree Research, will discuss “The Contact Center Perfect Storm and the Agile Workforce”

  • November 12, 2020: Donna Fluss, President, DMG Consulting LLC, will present “WFM Re-Imagined for the Post COVID-19 Workforce”

  • December 1, 2020: “How AI-Driven Quality Monitoring Delivers Agile Customer Experience” by Sheila McGee-Smith, President & Principal Analyst, McGee-Smith

  • December 3, 2020: Dana Shalev, Head of Product Marketing, Multi-Channel Recording, NICE, will discuss “Contact Center’s Irreversible Trends”

Eran Liron, Executive Vice President, Marketing and Corporate Development, NICE, said. “While a lot has changed in the

Perfect storm of change demands innovative and agile response

Financial services is facing a perfect storm of change. The combination of advanced digital technologies, regulatory reform, mounting consumer expectation and rising competition from both incumbents and disruptors is accelerating change across the financial services landscape.

To succeed, both established and challenger brands need to identify risks and opportunities and be able to respond in a nimble and agile fashion.

According to McKinsey & Co, in a post-pandemic world; “Businesses that once mapped digital strategy in one- to three-year phases must now scale their initiatives in a matter of days or weeks.”

Andrew Todd, chief technology officer of financial software firm Iress, does not believe that daily shifts will be required in financial services – but he does expect that speed and agility will be the secret to sustained success.

According to Todd; “History is composed of ‘black swan’ events, events that were never seen before and never predicted to happen. Yet, they occur with regularity and there is continuous volatility. With each ‘unprecedented’ event, a wave of innovation follows as economies and businesses rush to both take advantage of opportunities following the event, or to provide protection in case it happens again. 

“What is clearly missed in these examples by many – but not all – is that there’s an opportunity to build a business of resilience, one that benefits in times of upheaval. 

“Building a culture of real innovation, self-testing and resilience can help move from an outcome of needing to respond to leveraging a black-swan type event.” 

This, he says; “Takes critical thinking in relation to strategy, competition, courage and a willingness to be different. To not rest on past successes. To not be busy. It takes strong, bold leadership. It requires more than words – it requires investment in time and money and not following the

Learn How Agile Software Development Can Help Your Team

More and more development teams are turning toward an Agile approach and for a good reason. Recent studies suggest that organizations adopting an Agile approach experienced a 71% increase in project cost reduction. Development teams are finding they can speed up software development without sacrificing quality.

The Agile approach is thought to have started in the mid-90s. Software developers mixed old ideas with inventive, new ideas and combined them into new methodologies. They found the new methodologies to be impactful, so they created a framework to spread their ideas to other teams. Their frameworks—Scrum, Extreme Programming, Feature-Driven Development (FDD), and the Dynamic Systems Development Method (DSDM)—began to appear. From there, teams all over started to tweak this approach to fit their unique needs.

The Agile approach can help software development teams embrace the power of collaboration and self-organization. In this post, we’ll explain how it can benefit distributed teams, in particular.

Agile software development basics

Many industries have adopted Agile. With more than 50% of hiring managers using independent professionals for more strategic work, it’s no surprise that the Agile approach is regularly applied to software development.

With this in mind, we’ll jump into some of the basic principles of Agile.

The Agile Manifesto

The values of Agile Manifesto as applied to software development include:

  • Individuals and interactions
  • Working software
  • Customer collaboration
  • Responding to change

These four values of the Agile Manifesto have expanded into the 12 Principles. These principles elaborate on the most fundamental truths of an Agile approach. The highest priority of this approach is customer satisfaction with consistent software delivery.

For your hybrid team, this means you can adapt to ever-changing environments by embracing collaboration, promoting sustainable development, and paying attention to detail.

The Agile approach vs. the “Waterfall” process

The “waterfall” approach is the more

Leading an Agile Organization with an Efficiency Mindset

This article was written by Duncan Robins, a member of the Entrepreneur NEXT powered by Assemble content team. Entrepreneur NEXT is our Expert solutions division leading the future of work and skills-based economy. If you’re struggling to find, vet, and hire the right Experts for your business, Entrepreneur NEXT is a platform to help you hire the experts you need, exactly when you need them. From business to marketing, sales, design, finance, and technology, we have the top 3 percent of Experts ready to work for you.

All indicators seem to point to markets, organizations, and the nature of work being transformed on a massive scale and at an accelerating pace within the coming decade. During this mass transformation, up to 40 percent of the U.S. workforce will see their current jobs eliminated, requiring workers to be reassigned, retrained or upskilled as their organizations respond to the continuous challenges and opportunities of the ever-changing, hyper-competitive market.

As innovation accelerates, organizations will likely have to optimize for both efficiency and agility, driven by the relentless demand for more value per unit cost. These two often-opposing organizational goals will force us to rethink work and retool workforces. Organizations of the future will need to be agile and team-based, with access to a skills-oriented, fluid, expert workforce. They will also have to embrace automation, which will cause huge disruptions in labor markets, and to the nature of work.

Achieving both agility and efficiency requires a new managerial mindset, new organizational structures, a dramatic shift in the nature of work and the makeup of workforces, and the continued adoption of advancements in technology and automation.

Market forces demanding change.

The number of consumers, their market power, and their expectations are growing rapidly. While the expanding market is being driven by globalization, developing economies, and