Forbes Survey : Roadmap to Modern Customer Service

Date: Available On-Demand

Time: Watch It Now

Presenters: Joshua Dodge , Kris Friday , Erica Marois

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Find out how industry leaders in financial services and retail use in-depth consumer insights to create successful customer service environments.

Knowledge is power. It’s the top customer service investment area across industries, according to a recent Forbes survey of 400+ customer service executives. Financial services and retail companies, in particular, use knowledge to provide fast, accurate answers across channels—and better train agents—while ensuring 100% regulatory compliance. Join this webcast to hear ICMI and Oracle discuss how companies are getting ahead on the roadmap to modern customer service with knowledge as the springboard.
You will learn:

  • How companies have modernized knowledge to improve omni-channel service and agent efficiency
  • Where Forbes found strengths and gaps in financial services’ and retailers’ customer service
  • What your next steps are on the roadmap to modern customer service


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

Josh Dodge, Oralce

Joshua Dodge

Senior Client Success Manager , Oracle

Joshua Dodge, Senior Client Success Manager at Oracle, helps companies modernize their customer service organizations to drive more efficiencies and deliver a better experience. He helps clients accelerate their progress by partnering with them to develop a clear roadmap for modern customer service. Prior to joining Oracle, Josh worked in a variety of customer service and project management leadership roles, including at Sony where he managed call center operations globally, both in-house and outsourced. Josh earned his Master’s certification in Project Management and B.A. from the University of Wisconsin-Madison.

Kris Friday

Kris Friday

Principal Solutions Consultant, Oracle

Kris Friday, Principal Solutions Consultant at Oracle, works with global financial services organizations to help them grow client relationships through implementing customer experience and engagement tools.

Currently, Kris is working with a number of Fortune 500 companies on developing knowledge management strategies for delivering highly personalized service at less cost. Prior to joining Oracle, Kris worked with contact centers in a variety of industries, advising them on technologies to enhance the customer experience and improve overall efficiency.

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.

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