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How Mature Is Your CX? Planning for Success in 2019


Date Aired: December 12, 2018
Time: 2 pm ET
Presenters: Nate Brown , Chris Bauserman
Moderators: Erica Marois
Sponsor:

Watch the webinar video below.


Drive meaningful CX improvements in 2019.

Most contact centers operate with the goal of delivering exceptional customer experiences, but how many achieve that objective? Executing on big vision customer experience initiatives is daunting, and if no one "owns" the strategy, it's nearly impossible to attain the desired results. How will your team achieve success in the year ahead? Join us for this can't-miss webinar that will help your organization drive meaningful CX improvements in 2019.

In this webinar, you will learn:

  • How NICE inContact’s new survey on customer expectations can inform your 2019 priorities
  • What CX maturity means, and why it’s important
  • How to assess your current state of CX maturity
  • How to elevate your level of CX maturity

Join us for an interactive and informative hour, complete with live audience Q&A. 

Reserve your spot!


Presenters
Nate Brown
Nate Brown
Chief Experience Officer, Officium Labs

Nate Brown is the cofounder of CX Accelerator. While customer service is his primary expertise, Nate is able to leverage experience in professional services, marketing, and sales to connect the dots and solve the big problems. From authoring and leading a customer experience program, to journey mapping, to managing a complex contact center, Nate is always learning new things and sharing with the CX community. Follow him on Twitter @CustomerIsFirst or LinkedIn.

Chris Bauserman
Chris Bauserman
Vice President, Product Marketing, inContact

Chris has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. He currently leads product marketing and market intelligence for inContact, a NICE company and the leader in cloud contact center software. Prior to inContact, Chris led marketing and GTM strategy for ecommerce and digital marketing solutions at Rackspace, helping brands deliver a great buying experience for their customers. He also held various leadership roles at IBM and a B2B cloud startup, launching simplified service desk and security products to improve the employee experience.



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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Topics: Best Practices, Strategy, Maturity