Exchange News
Keynote #1: What Winners Do - A New Look at Customer Satisfaction
Claes Fornell
Professor and Director of National Quality Research Center, University of Michigan and Chairman, CFI Group
This industry pioneer will share his research findings about what winners do. Learn More
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Keynote #2: Socialnomics: It's a People Driven Economy, Stupid
Erik Qualman
Social Media Expert and Author, Socialnomics
Discover why social media isn't a fad but a revolution, and what this means for customer service. Learn More
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Keynote #3: Business Agility: Sustainable Prosperity in a Relentlessly Competitive World
Michael Hugos
Speaker, Mentor and Practitioner, Center for Systems Innovation
Hear the three fundamental process loops that drive an agile enterprise. Learn More
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Keynote #4: Re-Thinking, Re-Designing, Re-Directing Your Organization's Future
Robert Stevenson
Renowned Speaker and Author
Re-energize your people to have them effectively collaborating on what it is that makes you successful. Learn More
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Peer-Focused Learning in a Structured Environment for Customer Management Professionals
With a purposeful focus on “Leveraging Customer Service for Business Value”, the ICMI Knowledge Exchange Conference offers a lively forum to engage meaningfully on the realities of providing an exceptional customer experience in an increasingly complex environment. If your level of experience has created a need beyond the value a traditional conference can offer, this is the event you’ve been waiting for.
Spotlighting Four Core Themes
Contact center leaders are charged with managing their operations in a way that not only improves the customer experience, but also contributes to the broader strategic goals of their organizations. Maintaining a big picture perspective while “in the trenches” day-to-day can be extremely challenging. Our themes are selected to address the part customer service plays in today’s most prevalent corporate objectives.
Customer Satisfaction Measurement and Management
The Impact of Social Media and the Always-On Consumer
Cultivating Business Agility
Maximizing Resources for Strategic Value
A New and Exciting Three-Part Format
For each core theme, you’ll: 1. Hear from an expert
An eye-opening keynote presentation will get you thinking in a new way.
2. Engage in a focused discussion group with your peers
We’ll break into active, facilitated discussion groups on related topics to brainstorm on the practical application of the themes to your own environment. Each discussion will be kicked off by brief, illustrative case studies to get the ball rolling, but
the conversation will go where you—the audience—take it.
3. Benefit from all of the takeaways
To guarantee that everyone benefits from concurrent discussions, the larger group will reunite for quick readouts of the primary takeaways from each discussion group.
