2015 ICMI Contact Center Research Findings: Own the Moments
Empowering contact center excellence for 30 years!

2015 ICMI Contact Center Research Findings: Own the Moments

Date Aired: Feb 26, 2015

Time: 1 PM Eastern Time

Presenters: Justin Robbins, Nate Brown, Ann Ruckstuhl, Erica Marois



Watch the webinar video below.

This 45-minute webinar reveals a portion of the latest ICMI Research Findings on the Customer Journey and shows you how to Own the Moments.

The customer journey is defined by moments, and brands are often defined by how they handle them: Moments to empower; moments to be proactive; moments to shine. Yet recent ICMI research, underwritten by LiveOps, has uncovered alarming statistics that reveal organizations may be creating more moments to forget—for customers and agents—than they realize.

74% of organizations acknowledge that they are preventing their front line from providing the best customer experience.

Why would organizations do something that is certain to make their employees unhappy, when it has been proven that happy agents make happy customers?

This is just one of the many startling discoveries from our research. Join us to hear more about our findings and how you could help your organization serve to its absolute best. You don't want to just excel in the moments, you want to own them.

During this webinar you will learn:

  • The differences and relationship between customer experience and customer journey
  • The negative impact today’s contact center can have on the connected customer
  • The potential outcomes of empowering agents to own the moment & delight customers
  • How to leverage data and insights to create positive customer experiences

Join us for this interactive and informative hour—complete with audience polls, case studies, best practices and live Q&A.



Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Nate Brown

Nate Brown

Director, Customer Experience, Underwriters Laboratories (UL)

Nate Brown is on a quest to improve the agent experience and the customer experience through creativity, knowledge, and hard work. In addition to being a Director of Customer Experience at UL, Nate is the VP of Communication for the HDI Music City Chapter and a well-known speaker in both the ICMI and HDI communities. You can read more on his blog, CustomerCentricSupport.com.

Ann Ruckstuhl

SVP & Chief Marketing Officer, LiveOps

Ann Sung Ruckstuhl is senior vice president and chief marketing officer at LiveOps. In her role, Ruckstuhl drives LiveOps’ overall marketing and lead generation strategies across the customer lifecycle. Her responsibilities include corporate, product, field and partner marketing, public relations, analyst relations, social media, demand creation, lead nurturing and customer retention.

Ruckstuhl has over 15 years of executive management experience in building successful software and service businesses at start-ups and Fortune 500 companies including Symantec, Sybase (an SAP company), Billpoint (acquired by eBay), and Hewlett-Packard. As an executive at Symantec and HP, Ruckstuhl drove steep revenue and profit growth in consumer tech support and network support services. She worked closely with a number of Symantec BPO partners to market services in 15 languages, provisioned by 14 contact centers with local access numbers in 25 countries. As a part of the core executive teams at Billpoint/eBay and Sybase, Ruckstuhl pioneered the person-to-person online payment technology and transformed Sybase from a database software company to a global leader in enterprise mobility. Ruckstuhl is a frequent speaker at industry conferences on consumerization of IT, cloud computing and marketing automation.

Ruckstuhl received her bachelor's degree in electrical engineering and her master's degree in business administration from the University of Florida.

Erica Strother headshot

Erica Marois

Community Specialist, 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: Customer Experience, Multichannel Contact Center


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