ICMI
KnowledgeExchange

ICMI Knowledge Exchange 2010

Keynote Event
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

Keynote Event
Exchange News

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

Keynote Event
Exchange News

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

Keynote Event
Exchange News

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.


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