As AI and automation transform the way we serve customers, the human moments matter more than ever. This session introduces the N.I.C.E. framework - a practical and repeatable model for training agents to deliver service that is emotionally intelligent, consultative, and trust-building. Attendees will walk away with actionable strategies to develop talent who can truly notice, listen, care, and follow through.
Chelsey Barron, Chair, ELFA Innovation Committee, LEAF Commercial Capital Inc.
Lilian Starr, First Citizens Bank Equipment Finance
Shelly Tauer, U.S. Bank
Belma Jusufovic, John Deere Financial