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Drive Customer Experience

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The inside scoop on customer experience, surveys, loyalty, journey mapping, and customer satisfaction.


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Session 103

Transform Your Contact Center into an Insight Center

Tuesday | 11:30 AM – 12:30 PM
Regency Ballroom 3
Matthew Dixon, Timothy Donchez

How would your company's leadership and business partners describe the value the contact center delivers to the organization? Is it seen as a "necessary evil", managed aggressively from a cost standpoint and an afterthought when it comes to organizational strategy and investment, or is it an "insight center," delivering critical data and perspective on customers, markets, risks and opportunities? Come learn how Lutron used the latest AI technology and a transformational leadership approach to dramatically change the perception of the value that customer service can (and should) deliver to the enterprise.

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Session 203

Dont Be a Passenger - Drive the Customer Experience Agenda

Tuesday | 2:00 PM – 3:00 PM
Regency Ballroom 3
Dan Moross

We all know that customer experience can be a key differentiator, but energizing the organization to see the strategic value – and invest in it – can be tough. How can you gain enough of a voice to not only inform, but actually drive the customer experience agenda? This session will provide a set of tactics to help gain buy-in from the top down. Discover ways to highlight why you are best placed to create a customer-centric culture, turn up the volume on voice of customer and champion improvements at every touch point in the customer experience.

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Session 303

Judge Judy CX Edition: The Case Against NPS

Tuesday | 3:15 PM – 4:15 PM
Regency Ballroom 3
Nate Brown, Matthew Dixon, Justin Robbins

NPS, or Net Promoter Score, is the most notorious metric in the Customer Experience toolbox. It is almost old enough to have a driver's license, yet NPS is still globally recognized and used by essentially every major brand. Does the metric still have value, or is it time to move on? This "courtroom" session will make the answer abundantly clear. Choose the side of prosecuting attorney against NPS, Matt Dixon, or the NPS defending attorney Nate Brown as we present our case. You are jury, having the ability to vote with your feet throughout the session. Will NPS be considered a criminal offense against Customer Experience? Come and find out.

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Session 403

Agents Rejoice as New Innovation Eases Their Effort

Tuesday | 4:30 PM – 5:30 PM
Regency Ballroom 3
Dale Sturgill, Jafar Adibi

Enabling agents to be more empowered while maintaining oversight and control is a constant topic of conversation, and has always been a tricky thing to try and solve. Join this session to find out how Employbridge is tackling this initiative with ease and sophistication that we could have only dreamed of a decade ago. New technology paired with innovative thinking

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Session 503

Customer Experience Leadership - How Moo, UL,Navy Credit and IBM Are Leading with CX!

Wednesday | 1:30 PM – 2:30 PM
Regency Ballroom 3
Nate Brown, Bob Furniss, Dan Moross, Kristy Powers

Customer Experience is more than a buzzword - it is the foundation of successful organizations. But how does it really work in the contact center? Is it possible for a service leader to drive change into other parts of the organization? In this session we will hear from some of the CX thought-leaders about how they approach this every day. In this facilitated set of Ted-talk-like sessions, hear how Moo, UL, Navy Credit and IBM approach these important topics. In addition to success stories, hear stories of failure and how you can avoid the pitfalls.

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Session 603

Performance Dashboards: A Common Sense Approach

Wednesday | 2:45 PM – 3:45 PM
Regency Ballroom 3
Eddie Vidal

We live our whole lives being measured, from our grades in school to our working life. Measurement is important because it puts vague concepts into context, but many are subjective, which can lead to differences of opinion. In the case of customer experience, it's not enough to say you want to deliver quality service – you must define what it means to know if you are succeeding. This session will provide tools and templates for grading agent performance, as well as strategies to gain their buy-in and contributions. Learn how to implement an agent performance dashboard designed to improve the quality of service provided to your customers.

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Session 703

Five Things You Should Stop Writing to Your Customers Right Now

Wednesday | 4:00 PM – 5:00 PM
Regency Ballroom 3
Leslie O'Flahavan

You may be writing to customers in newer channels like social, chat or SMS, and with newer tools like chatbots. But if you're using old, played-out words and phrases when you communicate with customers, your responses can backfire, causing write-backs, loss of business, or social shaming. This hands-on session will identify five insincere, generic, or tired-sounding customer service phrases, and review real-world examples of customer communications that illustrate the damage they do to service quality. This session will offer fresh, honest replacement wording for these exhausted phrases – a simple step that can deliver quick "wins" for your center.

This was my third straight year attending and I've come away with pages of notes to share with my team when I return. I get so much from the sessions and site tours that all the other stuff feels like a bonus.

Nicholas Woltring , Director of Customer Service, National Guardian Life Insurance

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   © 2019 Informa PLC, All Rights Reserved.

   © 2019 Informa PLC, All Rights Reserved.