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Delivering Digital Customer Experiences for the New Normal

Delivering Digital Customer Experiences for the New Normal

Air Date: February 24, 2020
Time: 2 pm ET

Josh Streets , Sam Hahn

Moderators: Megan Selva

Watch the webinar video below.

Join us on Wednesday, February 24, at 2:00 PM ET for an interactive and informative hour where you will learn how your organization can lean into AI-powered digital CX transformation to optimize operations, reduce costs, break down silos, and reduce friction in customer journeys.

“In the coming years, it is possible that no one will speak of ‘digital transformation’ because the term will have become irrelevant: non-digital businesses will simply not exist. To avoid becoming one of those dying businesses, business leaders must take the opportunity – and a pressing need – to invest in bold and purposeful digital transformations now.” -- Manju George and Nokuthula Lukhele, World Economic Forum.

Per Forrester, digital customer interactions will increase by 40% in 2021. Further, Gartner predicts that, by 2022, 70% of customer interactions will involve some form of emerging technology (an astonishing increase from 15% in 2018). Artificial intelligence technologies and AI-enabled technologies – including natural language processing, machine learning, virtual customer assistants, chatbots, and more – are expected to have the biggest impact on customer experience (CX) over the next three years.

In this webinar, learn how your organization can lean into AI-powered digital CX transformation to optimize operations, reduce costs, break down silos, and reduce friction in customer journeys.

Hear from an ICMI’s Josh Streets and eGain’s Sam Hahn on:

  • Customers’ expectations of digitally enabled contact centers
  • The impact on the traditional approach to customer journeys
  • The new requirements for the new digital age and lay of the technology landscape when it comes to AI for contact centers
  • How leading companies are leveraging digital and AI to accelerate digital CX transformation

These technologies can be practically and successfully implemented, regardless of which industry you’re in. Digital transformation is within your reach!

Reserve Your Spot!

Headshot for Josh Streets
Josh Streets
CEO and Founder, Scoreboard Group

Josh Streets is the CEO & Founder of Scoreboard Group Consulting, a company focused on partnering with HDI and ICMI to help companies find and implement the right technologies to improve the employee and customer experience. Josh is also ICMI’s Technology Practice leader. Learn more about how ICMI’s Technology Practice can help you accelerate your technology roadmap.


Sam Hahn
Sam Hahn
Technology Evangelist, eGain Corporation

Sam Hahn is a Technology Evangelist at eGain, with multiple patents under his belt and years of experience holding engineering leadership positions. Currently, he leads a senior team that explores new channels, devices, interaction modes, and business models.

Headshot for Megan Selva
Megan Selva
Group Content and Training Director, ICMI and HDI

Megan Selva is the Group Content and Training Director for ICMI and HDI. In this role, she is responsible for managing both brands’ overall content and training strategy, ensuring that our content – across all products, services, partnerships, and programming – meets the educational and professional needs of the contact center, service management, and technical support communities. Prior to taking on this role, Megan managed the content teams and the editorial and sponsored content strategy across HDI and ICMI, published SupportWorld magazine for HDI, edited instructional content for HDI’s training division, and served HDI’s community directly as a Member Services Representative in the Customer Care Center. She has been with the business since 2006. Megan received her MPS in publishing from The George Washington University and her MA in history from the University of Guelph.

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Topics: Customer Experience, Best Practices, Agent