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Fast Pivot to Long-Term Strategy: Positioning Your Contact Center For the Future

Fast Pivot to Long-Term Strategy: Positioning Your Contact Center For the Future

Air Date: September 16, 2020
Time: 2 pm ET

Josh Streets , Toby Cappello , Andrea Chin

Moderators: Andrew Gilliam

Watch the webinar video below.

Join us on Wednesday, September 16, at 2:00 PM ET for an interactive and informative hour where we will explore a better understanding of how and why to leverage emerging technologies for better service, AX, CX.

With the pandemic impacting businesses everywhere, contact centers pivoted quickly to meet changing customer demands, sudden store closures, and supply chain interruptions. As companies head into the next phase of their customer experience journeys, it’s important to consider how to get the most out of your current contact center investments while understanding how these changes may have affected your longer term strategy.

Join experts from The Estée Lauder Companies, ICMI, and IBM, to get direct insights on how to embrace flexibility and agility in your contact center. Whether your organization has already made permanent changes or is transitioning to more sustainable strategies, reassessing the Agent Experience (AX) for a flexible work environment is critical for success.

In this webinar you will learn:

  • How to use technology (from hardware, mobile apps and services in the cloud) to support your employees and customers
  • How to iterate quickly when short-term solutions aren’t sustainable
  • How to address customer security and concerns when transitioning to remote work
  • How to think through tactics to strengthen parts of your contact center that may be struggling

Who Should Attend:

Contact center directors, managers, and leads who need a better understanding of how and why to leverage emerging technologies for better service, AX, CX.

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.


Toby Cappella
Toby Cappello
Vice President of Industry Architecture and Client Success, IBM

Toby Cappello is the Vice President of Industry Architecture and Client Success within IBM’s Data and AI business. In this executive leadership role, Toby is responsible for engaging our customers in discussion about industry use cases and proof points to better leverage the data they have for business value and differentiation. Done correctly our customers will unlock previously unattainable value from their Data Assets and Business Processes.

Toby has focused on working with Customers to drive business value through enablement and building competencies around transformational and disruptive technologies. He has done this by aligning people, processes and technology ensuring organizations are prepared to realize value from technology investments and business transformation.

Andrea Chin
Andrea Chin
Executive Director of Global Consumer Care – IT, The Estée Lauder Companies (ELC)

Andrea leads a global team focused delivering excellence and innovation throughout ELC's network of contact centers across the world. Andrea is passionate about “Disruptive Technology” and in her prior role led the strategy and execution for Citibank as they entered the mobile payments space with the North American launch of Google Wallet.

Andrew Gilliam, ICMI Featured Contributor
Andrew Gilliam
Associate Analyst , HDI & ICMI | Informa Tech

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. You can connect with him on LinkedIn, and discover more at andytg.com.



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Topics: Customer Experience, Best Practices, Leadership