3 Customer Engagement Trends to Watch in 2017
Empowering contact center excellence for 30 years!

3 Customer Engagement Trends to Watch in 2017

Date: Available On-Demand

Time: Watch It Now

Speakers: Scott Sachs, Todd Hixson, Dave Campbell

Moderators: Erica Marois


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Create more meaningful and effective experiences and keep valued customers while building brand loyalty.

Delivering exceptional customer experiences has always been important, but rapidly evolving technology, connected customers, and dwindling resources all make it more difficult to achieve.  And the stakes are higher than ever. Ovum research reveals that 82% of consumers have stopped doing business with a company following a single bad experience. Organizations are looking to create more meaningful and effective experiences to retain valued customers and build brand loyalty.  

Join ICMI and BoldChat by LogMeIn for an interactive panel discussion on three trends that will shape the future of the contact center and customer engagement.

Attend this webinar to learn:

  • Why personalization and relevance are critical to customer loyalty
  • How best-in-class contact centers are taking simple steps to personalize the customer journey
  • The far-reaching vision for artificial intelligence and how it impacts contact centers today
  • Why 2017 is the year of effective mobile engagement
  • How other customer service leaders are preparing to meet the needs of tomorrow’s customers

Join us for this interactive and informative hour—complete with research, best practices, video clips, and live Q&A.


Scott Sachs

President, SJS Solutions, LLC

Scott Sachs is a highly accomplished, well-respected senior level executive who provides specialized consulting solutions in the areas of customer service and contact/call center operations through SJS Solutions, LLC.  Scott consistently and successfully transforms and grows world-class customer service organizations.  He thrives on working with organizations that are at an inflection point in their customer service lifecycle by focusing on 3 key areas:

- Leveraging technology tools to drive efficient operations
- Motivating staff to personally connect with customers
- Establishing meaningful metrics to drive effective business results

Scott earned a Bachelor of Science degree in Operations Research with a minor in Economics from the State University of New York at Albany.  In addition, Scott has an MBA with a concentration in Finance and Marketing from the Graduate School of Business at Columbia University.

Scott participates in numerous competitive athletic activities including tennis, 5/10k road races, and paddle tennis.

Todd Hixson

Contact Center Workforce Manager, Cabelas

Todd is Director of Workforce Management at VIPdesk Connect. He has been in contact center operations/management for around 20 years, working for companies like Travelocity, Intuit, and Cabela's. He has been an out-source, and in-source and an us-source with a belief in efficiencies realized using creative scheduling, performance based "right for me" shift bidding, and pushing limits with optimization focusing on delighted customers and engaged employees. He has driven back-office utilization of WFM practice, multiple channel skill based operations practices, and cross functional "day in the life of WFM" workshops. His current projects include deep dives into Omni-channel functionality and creative workforce team design. He has served on ICMI's advisory board, consulted in industry standard certification with CIAC, and is a frequent industry speaker.

Dave Campbell

VP of Product Marketing, Customer Engagement & Support, LogMeIn BoldChat and Rescue

Dave Campbell is the VP of Product Marketing, Customer Engagement & Support, where he leads product marketing and strategy for BoldChat and Rescue, the company’s industry-leading omni-channel engagement and remote support service products.  Dave joined the LogMeIn team in 2010 and has managed and led product direction for multiple LogMeIn businesses including: remote access, IT management and customer engagement.  Prior to joining LogMeIn, Dave was responsible for product marketing at Symantec for its Information Management business including backup, archiving and E-Discovery.

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.

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Topics: Multichannel Contact Center, Chat, Customer Experience

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