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Achieve Metrics Nirvana

Choose a Conference Track:

Learn the latest approaches to analytics, customer effort measurement, ROI, big data, and communicating results.

Session 106

The Airbnb Approach to Training Analysis

Tuesday | 11:30 AM – 12:30 PM
Location: Conference Hotel
Grace Vaughey, Jackie Kravatz

The training world remains relatively static when it comes to the types of data it uses to power the decision-making process: employee surveys, test scores, training satisfaction. All "Small Data"―Big Data and learning technology are shockingly absent. In this session, Airbnb's Grace Vaughey will look at traditional views on training analysis and training success metrics, and discuss new ways to apply the introductory core principles of data science to learning organizations.

Session 206

Customer Lifetime Value: The Pros, Cons, and Hidden Dangers

Tuesday | 1:45 PM – 2:45 PM
Location: Conference Hotel
Justin Robbins

It's clear why customer valuation is important, but why is it so difficult to measure? The biggest problem in any customer valuation model is of the difficulty inherent in predicting what customers will do in the future. In this session, ICMI's Justin Robbins will share how to choose the right customer valuation model for your organization, methods for calculating customer lifetime value, and ways to avoid the dangers of misapplying customer valuation models.

Session 306

Leverage Customer Segmentation to Improve the Service

Tuesday | 3:00 PM – 4:00 PM
Location: Conference Hotel
Charles Kamweru, Dan Davidson

The contact center at Eastern Municipal Water Department had two goals: eliminate unnecessary customer contacts and improve the customer experience. In this session, they'll share how they achieved these goals through a data-driven approach to better understanding and segmenting their customers. You'll learn how they developed personas, identified customer segments, and used journey maps to drive results.

Session 406

Contact Center Cause and Effect: The True Impact of Your KPIs

Tuesday | 4:15 PM – 5:15 PM
Location: Conference Hotel
Jeff Rumburg

If it moves, contact centers measure it. But what does our obsession with metrics really mean? More importantly, where should we look to best manage and optimize performance? In an industry where KPIs are all interconnected and interrelated, an understanding of how various KPIs affect each other is enormously powerful. In this session, you'll discover definitive cause-and-effect relationships between the most commonly tracked metrics and learn how insight into these relationships can revolutionize the way you manage your contact center.

Session 506

Focus on Feedback

Wednesday | 1:45 PM – 2:45 PM
Location: Conference Hotel
Justin Robbins, Vickie Friece


Customer feedback is a critical component of service improvement, but designing surveys, increasing response rates, and keeping pace with technology can be a challenge. This exciting set of 3 ignite talks will focus on all the ways you can glean more powerful feedback from your customers! You'll learn how to build and deploy surveys on a small budget, what not to do when designing customer surveys, and what the future holds for customer feedback. If you're tasked with improving customer satisfaction, or analyzing satisfaction data, this session is a must!

#1 Surveys on a Shoestring

#2 What NOT to do with Surveys

#3 Future of Feedback

Session 606

Measure What Matters – How to Boost Agency Efficiency & Customer Satisfaction

Wednesday | 3:00 PM – 4:00 PM
Location: Conference Hotel
Sean Hawkins

Contact center leaders are under tremendous pressure to measure anything and everything, do more with less, and drive results. But what's the best way to use all that data to drive efficiency and engagement and improve customer satisfaction? During Sean Hawkins' 15+ years as an award-winning customer service leader, he's learned a few keys to metrics success. Attend this session to learn how Sean's approach to contact center metrics is driving tangible success for his team and customers. He'll share mistakes he's made, secrets he's learned, and practical advice that you can apply in your contact center.

"I learned so much in the two days that I attended."

Susan Williams , Coordinator, Member Services, Roanoke Electric Cooperative


   © 2017 UBM, All Rights Reserved.

   © 2017 UBM, All Rights Reserved.