The Role of the Contact Center in the Customer Experience
Empowering contact center excellence for 30 years!

The Role of the Contact Center in the Customer Experience

Date Aired: Available On-Demand

Time: Watch It Now

Presenters: Nate Brown

Moderators: Erica Marois



Watch the webinar video below.

Drive growth in the year ahead through Customer Experience improvements

What is the strategic difference between customer service and customer experience? How can contact centers improve ROI by improving the customer experience? 

Join us as Nate Brown breaks it all down, and arms you with strategic direction to drive growth in the year ahead.

You’ll learn:

  1. how to gain the buy-in you need to move your CX initiatives forward
  2. how to find opportunities for quick wins
  3. how to leverage customer feedback to generate revenue. 

Bonus: attendees will gain free access to Nate’s newly released CX Primer tool.

So go ahead and mark your calendar and join us for this unique 30-minute webinar, complete with a Q&A session.

Reserve your spot!

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,

Erica Strother headshot

Erica Marois

Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

Connect with Erica:  Twitter: @EricaMarois |  LinkedIn: | Google+:  | Email: [email protected]

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Topics: Customer Experience