At Best Case Scenario (BCS), we are passionate about the transformative power of technology and are dedicated to deeply understanding our clients’ innovations and the people who use them.
Working with NICE was an enriching experience, where we witnessed firsthand the impact of their industry-leading Customer Experience (CX) AI platform. NICE is not just improving operational efficiency in contact centers; they are prioritising the well-being of the people behind those roles, utilising AI to transform CX by merging channels, data, and knowledge for scalable customer success.
About NICE Interactions CX Tour
The NICE Interactions CX Multi-City Tour was a dynamic roadshow that took place across multiple cities in the Australia and New Zealand, including Sydney, Melbourne, Brisbane, Adelaide, Perth, and Auckland.
The event, running during Q3 and Q4 in 2024, was focused on showcasing NICE’s innovations in AI-powered customer experience (CX), digital transformation, and their flagship CXone platform. The tour blends keynote presentations, industry insights, customer sessions, and engaging networking opportunities, providing attendees with insights into transforming customer service and scaling CX solutions across industries.
Key Outcomes from working with Best Case Scenario
- Brand Consistency Across All Locations: BCS ensured that every event across the different cities maintained the same high level of service and branding, offering a seamless experience.
- Seamless Event Execution: The multi-location event was coordinated flawlessly, maintaining high standards across all venues.
NICE Objectives
- Position itself as a thought leader in CX and digital transformation.
- Generate interest in AI, Digital, and CXone solutions.
- Amplify their NICE Interactions global brand while fostering relationships with customers, partners, and prospects locally.
BCS Role in Event Planning & Execution
- Immersive Event Production: We worked closely with NICE to ensure the event’s theme and experiential elements resonated with the audience. From creative entrances to suggesting motivational speakers and influencers, BCS helped create a dynamic and memorable experience that aligned with NICE’s CX-focused solutions.
- Comprehensive Multi-City Management: BCS expertly handled the logistics for each event location, ensuring that every aspect—from room setup to branded materials—maintained a high level of consistency. This included coordinating F&B, security, signage, and the transport of equipment across multiple cities.
- Audience Engagement: To ensure attendee interaction, BCS introduced experiential elements like the Cloud Men, which connected the event’s theme of art to NICE’s cloud capabilities, along with live artists, interactive photo walls, fire side chats, live bands, networking areas, and live demonstrations of NICE’s advanced CX technologies.
Challenges & Solutions:
- Consistency Across Locations: To ensure uniformity, BCS meticulously studied each venue’s floor plan and adapted setups to best utilise the space while maintaining NICE’s branding and attendee experience.
- Reducing Drop-out Rates: Through effective scheduling, venue selection, and audience engagement strategies, BCS improved delegate retention, reducing the drop-out rate to 10%.
- Additional Services Provided by BCS: AV & Technical Support: BCS managed the technical needs, ensuring high-quality presentations, live demos and engaging panel sessions.
- Photography & Videography: Our team briefed and coordinated photographers and videographers at each event to capture key moments, ensuring visual content for post-event use.
- Onsite Gamification: Best Case Scenario successfully implemented gamification strategies to foster audience interaction and create a fun, engaging environment at the event.
BCS’s end-to-end management and innovative event production ensured the success of the NICE Interactions CX World Tour. By focusing on brand consistency, reducing drop-out rates, and delivering an immersive experience, BCS helped NICE showcase their cutting-edge CX solutions while engaging a diverse audience across the Asia Pacific region.
