Partner Cafe
Join our exclusive Partner Cafe sessions to explore the latest innovations in customer experience, AI-powered solutions, and CXone platform capabilities.
Upcoming Sessions
Select your region to register for each session. All sessions are free to attend.
NiCE Cognigy: The Future of Customer Experience
Objectives
- AI Agents compared with legacy IVR/IVA systems and bots
- How to position Cognigy within the CXone platform
- How to sell the platform play and to sell automation beyond "chatbots"
Key Takeaway: Lead customer experience transformation opportunities with Cognigy-led automation.
Automated Insights
Objectives
- AI-led root cause analysis for key metrics (CSAT & AHT)
- Turning analytics into executive-ready answers
- Real-world problem discovery demonstrations
Key Takeaway: Turn raw data into boardroom-ready outcomes.
CRM & SOR Integrations
Objectives
- Native integrations for Salesforce, ServiceNow, and Zendesk
- Workflow automation and data synchronisation
- Eliminating swivel-chair operations
Key Takeaway: Position CXone as a core enterprise platform.
Workforce Management
Objectives
- AI-powered forecasting and scheduling
- Employee satisfaction and adherence management
- Reducing burnout and increasing productivity
Key Takeaway: Sell operational efficiency and agent retention.
Copilot and AutoSummary
Objectives
- Powered by Cognigy
- AI Studio for complete customisation of prompts
- A transformed, unified agent experience within CXone
Key Takeaway: Sell the "super-agent" experience.
Licensing, Packaging, and Proof of Value
Objectives
- How CXone licensing works in practice
- Packaging strategies for partners
- POC vs POV, and how to build a winning approach
Key Takeaway: Structure more profitable, provable and scalable deals.
Architecture, Business Continuity, and Disaster Recovery
Objectives
- Deep dive into CXone solution architecture
- Scalability, security, and integration points
- Reliability standards for global clients
Key Takeaway: Build technical confidence with secure, scalable designs.
Engagement Orchestration
Objectives
- Designing efficient contact centre flows
- A single low-code and no-code platform for CXone
- Intelligent routing for the unexpected
Key Takeaway: Give customers peace of mind through best practice and exceptional design.
Actions and Interaction Analytics
Objectives
- Turning interactions into actionable insights
- Identifying AI ROI and performance trends using conversational data
- Measuring true business impact
Key Takeaway: Provide a 360 view of the customer and operational experience.
Knowledge and Cognigy Updates
Objectives
- Self-service and agent efficiency best practice
- The latest Cognigy AI-driven engagement features
- Knowledge management lifecycle
Key Takeaway: Enhance automation through stronger knowledge practices.
Proactive AI
Objectives
- Transforming customer outcomes by taking proactive control
- Building campaigns and testing workflows
- Real-world applications that deliver business outcomes
Key Takeaway: Move from theory to high-impact proactive campaigns.
Performance Management
Objectives
- Optimising agent and team outcomes
- Key performance indicator strategies and operational tools
- Aligning performance with customer goals
Key Takeaway: Optimise operations through precision performance management.
Dashboards and Reporting
Objectives
- Deep dive into CXone reporting
- Building actionable insights for customers
- Data-driven decision-making strategies
Key Takeaway: Give customers a trusted source of truth through data.
Engagement, Integrations, and Interactions Hub
Objectives
- Align workflows from front, middle, to back office
- Scaling CXone across any ACD or back-office environment
- Mature recording and compliance controls
Key Takeaway: Connected hubs, to keep workflows aligned, bolster security and reduce manual effort.
2027 Strategy: Looking Forward
Objectives
- Lessons from 2026: successes and key take-notes
- The future of customer experience: roadmap for 2027
- Aligning enablement to measurable business outcomes
Key Takeaway: Enter 2027 with a clear plan, focused messaging, and aligned outcomes.