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How CX Will Help Your Organization Survive or Thrive in an Uncertain Economy

Air Date: June 21, 2023
Time: 2:00 pm ET

Kiki Chocklett , Salina Ferrow , Mark Ungerman

Moderators: Tim McElgunn

Watch the webinar video below.

Will 2023 be a year of belt-tightening or emerging opportunities? Whether your objective is to survive or thrive, your success will be determined by how well you attract and retain customers.

Discover the secrets of delivering exceptional CX in an uncertain economy with ICMI Principal Analyst Tim McElgunn and a panel of industry experts. Learn how successful organizations strike a balance between cutting costs and continuing critical investments in customer and employee experience. Gain expert insights and actionable advice on building a competitive advantage and thriving in tough times, rather than just surviving.

Register now!

Kiki Chocklett
Kiki Chocklett
Consultant, Shadowbox CX

Kiki is a CX strategist with a focus on supporting industry-disruptive, impact-driven brands. Having contributed to industries ranging from tech, CPG, hospitality, nonprofit, dance and music - she is now passionate about helping teams address "the big scary problems" through applying dynamic experience, unconventional perspective, and fundamental CX principles learned along the way.

Salina Ferrow
Salina Ferrow
Founder and CEO, Contribution Consulting, LLC.

Salina Ferrow is a highly experienced call center strategist with an impressive 25-year track record in the industry. Formerly the Director of Enterprise Customer Care at the United States Postal Service, she successfully managed operations across 16 sites, overseeing the handling of over 100 million calls annually. With a team of over 3,000 employees, Salina's expertise in optimizing customer service experiences has been widely recognized. Building on her extensive experience and expertise, Salina has taken on a new role as the CEO and founder of Contribution Consulting LLC. As a visionary leader, she has founded this consulting firm with a primary goal of empowering organizations to optimize their impact and value to their customers and stakeholders. As the CEO of Contribution Consulting, Salina continues to be a trusted advisor in the call center industry, providing guidance to organizations of all sizes. Through her consultancy services, she enables businesses to implement and establish best practices that elevate their customer service. With her accomplished performance history and wealth of knowledge, Salina Ferrow's leadership and expertise continue to shape the call center industry, that enables companies to deliver exceptional customer experiences and drive long-term success.

Mark Ungerman
Mark Ungerman
Product Marketing Director, NICE CXone

Mark Ungerman is a product marketing director at NICE, where he is focused on solutions that help organizations improve customer experience and lifetime value. Mark earned dual graduate degrees in Business and Management of Information Systems and has over 20 years of experience working with successful B2B SaaS companies building and bringing products to market.

Tim McElgunn
Tim McElgunn
Principal Analyst, ICMI
Tim McElgunn is Principal Analyst for HDI and ICMI, producing and managing content and events for our community of contact center and technical support professionals. A skilled analyst, strategic advisor, writer and editor, Tim has extensive experience researching, synthesizing, and explaining strategic, regulatory, technology, and service trends. Before joining the Informa team, Tim held senior editorial and analysis roles at Bloomberg Law, Stratecast Partners/Frost & Sullivan, and Gartner.

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Topics: Customer Experience, Management And Budgeting, Strategy