How to Build a CX Dashboard that Drives Better Results

Date Aired: March 20, 2019
Time: 2 pm ET
Presenters: Lauren Volpe , Shorit Ghosh
Moderators: Erica Marois

Watch the webinar video below.

Let's talk CX Metrics: the right mix, dashboards, and leveraging the data.

According to 2018 ICMI Research, customer experience strategy is a top priority for contact center leaders this year. The challenge? Determining which KPIs to use to track success, and interpreting all the data already available to drive meaningful results.

Join us on March 20 as we walk you through the ins and outs of CX metrics, and help you discover new ways to understand even the most complex customer feedback. We’ll also show you how the contact center can deliver actionable insights that will fuel success across the rest of the business.

During this webinar, you will learn:

  • How to determine the right mix of CX metrics for your team
  • How to design dashboards that measure what matters most to customers and inspire agents to deliver
  • How to better leverage contact center data to drive operational excellence


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

Reserve your spot!

Lauren Volpe, CCXP
Lauren Volpe
Senior Director of Customer Experience, Fareportal
As the Senior Director Customer Experience for Fareportal, Lauren developed the Customer Experience team from the ground up and implemented standard operating procedures for all customer service and CX teams. Recently recognized by the CXPA, Lauren received her Certified Customer Experience Professional (CCXP) designation. To say that she is customer-focused is an understatement. Lauren believes that for any company, the customer is the center of everything.  Prior to joining Fareportal, Lauren's experience includes leadership positions at and American Express. You can connect with her on Twitter: @laurenqvolpe or LinkedIn.

Shorit Ghosh
Shorit Ghosh
VP, North America Services, Clarabridge

Shorit is VP of North America Services at Clarabridge. He manages a team of consulting managers, business consultants and technical architects to help his customers improve their own customer experience, increase revenue and reduce cost and churn.

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.

ICMI/UBM Privacy Statement

Topics: Best Practices, Strategy, Maturity