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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
Cofounder, CX Accelerator

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 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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Topics: Best Practices, Strategy, Maturity